Please check this URL.
https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html
NO111
A System Administrator enables Case Feed Actions and Feed Items in Support Settings.
With the appropriate Profile permissions enabled, what change will users see?
1.Cases will use Feed Layouts rather than standard Page Layouts.
2.Case Feeds will no longer be hidden on standard Page Layouts.
3.All Case fields will be added to the Chatter Feed Tracking.
4.All Case buttons will be converted to Actions in the Case Feed.
ANSWER
1.Cases will use Feed Layouts rather than standard Page Layouts.
When you enable case feed-specific actions and feed items, existing cases are upgraded to the case feed user interface.
FALSE
2.Case Feeds will no longer be hidden on standard Page Layouts.
3.All Case fields will be added to the Chatter Feed Tracking.
4.All Case buttons will be converted to Actions in the Case Feed.
NO112
In which situation is the Case Contact notified when a support representative adds a new case comment?
1.The Support Representative posts the comment to the Case Chatter Feed.
2.The Support Representative uses the Send Email Action on the Case Feed.
3.The System Administrator enables Case Comment Notification to Contacts.
4.The System Administrator configures the Case Auto-Response Rules.
ANSWER
3.The System Administrator enables Case Comment Notification to Contacts.
A contact is notified when a case comment has been modified or added to a case.
FALSE
1.The Support Representative posts the comment to the Case Chatter Feed.
2.The Support Representative uses the Send Email Action on the Case Feed.
4.The System Administrator configures the Case Auto-Response Rules.
NO113
Which configuration action should be performed to ensure every Case gets assigned to a valid Owner?
1.Create a Validation Rule based on the Created By field.
2.Define the Default Case Owner in Support Settings.
3.Create a Workflow Rule that checks for a blank Owner field.
4.Configure a default value for the Case Owner field.
ANSWER
2.Define the Default Case Owner in Support Settings.
This automatically assigns a user or queue to all cases that don't match any case assignment rule entries.
FALSE
1.Create a Validation Rule based on the Created By field.
Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record.
3.Create a Workflow Rule that checks for a blank Owner field.
4.Configure a default value for the Case Owner field.
Define a default case owner to automatically assign a user or queue to all cases that don't match any case assignment rule entries.
NO114
Customers complain that they do not know when Comments have been added to their Cases.
Which configuration can a System Administrator implement to address this concern?
1.Configure Feed Tracking for Case Comments.
2.Create a Workflow Rule Email Alert on Case Comments.
3.Enable Case Comment Notification to Contacts.
4.Configure the Case Auto-Response Rules.
ANSWER
3.Enable Case Comment Notification to Contacts.
This notifies contacts when a case comment has been modified or added to a case.
FALSE
1.Configure Feed Tracking for Case Comments.
2.Create a Workflow Rule Email Alert on Case Comments.
4.Configure the Case Auto-Response Rules.
Enable Case Comment notification to notify contacts when a case comment has been modified or added to a case.
NO115
Universal Containers wants to allow potential customers to submit Cases for technical inquiries. They do not have resources to set up a call center and need to make support available through another means.
Which two options should they consider?
Choose 2 options.
1.Generate Web-to-Case HTML code to add to the website
2.Adding a link to a specified routing address for Email-to-Case
3.Implement a Lightning Partner Community with Knowledge
4.Adding a link for Auto-Response Rules for Solutions
ANSWER
1.Generate Web-to-Case HTML code to add to the website
Gather customer support requests directly from a website and automatically generate new cases with Web-to-Case. Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website.
2.Adding a link to a specified routing address for Email-to-Case
Set up Email-to-Case to efficiently resolve customer issues. Salesforce automatically creates cases and auto-populates case fields when customers send messages to the specified email addresses.
FALSE
3.Implement a Lightning Partner Community with Knowledge
Partner communities and knowledge articles can't submit cases to support.
4.Adding a link for Auto-Response Rules for Solutions
A link and auto-response rules can't submit cases to support.
NO116
Universal Containers uses an Auto-numbering system to uniquely identify each support request. They want customers to know this number as soon as possible.
Which two features should the System Administrator implement to allow customers have quick access to this information?
Choose 2 options.
1.Self-service Portal
2.Auto-response Rules
3.Case Feed Layout Actions
4.Case Comment Notifications
ANSWER
1.Self-service Portal
A self-service portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service representative.
2.Auto-response Rules
Auto-response rules let you automatically send email responses for case submissions based on the record's attributes.
FALSE
3.Case Feed Layout Actions
Case feed layout actions do not allow for self-service.
4.Case Comment Notifications
Case comment notifications do not allow for self-service.
NO117
Universal Containers wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer support representatives based on the contact's location.
What should the System Administrator use to set this up?
1.Territory Management and Teams
2.Assignment Rules and Queues
3.Automated Notifications and Groups
4.Auto-responses Rules and Profiles
ANSWER
2.Assignment Rules and Queues
Assignment rules automate support processes. Queues prioritize, distribute, and assign records to teams who share workloads.
FALSE
1.Territory Management and Teams
Territory management and teams make it easy for your sales team to structure Salesforce data the way sales territories are structured.
3.Automated Notifications and Groups
4.Auto-responses Rules and Profiles
Assignment rules automate support processes. Queues prioritize, distribute, and assign records to teams who share workloads.
NO118
The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process.
In which two locations can the System Administrator implement customer-facing email templates with respect to Cases?
Choose 2 options.
1.Case Auto-response Rules
2.Owner Assignment Notifications
3.Support Reps' Send Email options
4.Case Escalation Notifications
ANSWER
1.Case Auto-response Rules
Auto-response rules let you automatically send email responses to lead or case submissions based on the record attributes.
3.Support Reps' Send Email options
These options let you create email templates for support users.
FALSE
2.Owner Assignment Notifications
4.Case Escalation Notifications
Auto-response rules let you automatically send email responses to lead or case submissions based on the record's attributes.
NO119
Support Representatives at Universal Containers want the same Technical Engineer group to be associated with each new Case.
What should a System Administrator define to implement this requirement?
1.A Default Case Team on each User's record
2.A Default Case Team on each Account record
3.A Case Assignment Rule to associate the Case Team
4.A Workflow Rule to add the Case Team
ANSWER
3.A Case Assignment Rule to associate the Case Team
Assignment rules automate support processes. Create case teams to help groups of people work together to solve cases.
FALSE
1.A Default Case Team on each User's record
2.A Default Case Team on each Account record
Default case teams provide access to records. Assignment rules automate support processes. Create case teams to help groups of people work together to solve cases.
4.A Workflow Rule to add the Case Team
Assignment rules automate support processes. Create case teams to help groups of people work together to solve cases.
NO120
How should a sales rep create an all-day event in Salesforce?
1.Use a task for an all-day event because then no time fields are needed.
2.Check the all-day event checkbox on the event.
3.Ensure the event is scheduled for times within the Start and End of Day hours.
4.Ask the System Administrator to check all-day events in the Activity settings.
ANSWER
2.Check the all-day event checkbox on the event.
Checking the all-day event checkbox sets the start and end times for 24 hours.
FALSE
1.Use a task for an all-day event because then no time fields are needed.
Tasks have due dates.
3.Ensure the event is scheduled for times within the Start and End of Day hours.
4.Ask the System Administrator to check all-day events in the Activity settings.
Checking the all-day event checkbox sets the start and end times for 24 hours.