The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management. What case management tools need to be utilized for this requirement?
A.
Auto-response rules, Macros, Entitlements
B.
Auto-response rules, Queues, Macros
C.
Auto-response rules, Queues, Escalation Rules
D.
Auto-response rules, Entitlements, Escalation Rules
Auto-response rules, Queues, Macros
Universal Containers wants to provide reseller partners with discounted prices on the products they purchase. How should an administrator configure this requirement?
A.
Add a Partner_Discount_c field to the Opportunity
B.
Build separate reseller partner products.
C.
Use a different Opportunity record type.
D.
Create a separate PriceBook for reseller partners.
Create a separate PriceBook for reseller partners.
Explanation: A PriceBook is a feature that allows administrators to define different prices for the same products based on different criteria such as customer segment, region, channel, etc. For example, a PriceBook can provide reseller partners with discounted prices on the products they purchase compared to regular customers. A PriceBook consists of one or more PriceBook entries that specify the product ID, pricebook ID, list price, currency, and active status for each product-pricebook combination.
The administrator at CloudKicks has created an approval process for time off requests. Which two automated actions are available to be added as part of the approval process? Choose 2 answers
A.
Field Update
B.
Chatter Post
C.
Auto launched Flow
D.
Email Alert
Field Update
Email Alert
Explanation: Field update and email alert are two types of automated actions that can be added as part of the approval process. Field update allows you to change the value of a field on a record when it is submitted, approved, rejected, or recalled. Email alert allows you to send an email to one or more recipients when a record is submitted, approved, rejected, or recalled.
Ursa MajorSolar uses Opportunity to track sales of solar energy products. The company has two separate sales teams that focus on different energy markets. The Services team also wants to use Opportunity to track installation. All three teams will need to usedifferent fields and stages. How Should the administrator configure this requirement?
A.
Create three sales processes. Create three record types and one page layout.
B.
Create one sales process. Create three record types and three page layouts.
C.
Create three sales processes. Create three record types and three page layouts.
D.
Create one sales process. Create one record type and three page layouts.
Create three sales processes. Create three record types and three page layouts.
Northern Trail Outfitters wants toinitiate expense reports from Salesforce to the external HR system. This process needs to be reviewed by managers and directors. Which two tools should and administrator configure? Choose 2 answers
A.
Quick Action
B.
Outbound Message
C.
Approval Process
D.
Email Alert Action
Quick Action
Approval Process
Explanation: Quick actions allow you to initiate expense reports from Salesforce to an external HR system. Approval processes allow you to review the expense reports by managers and directors.
Users at Dreamhouse Reality are only allowed to see opportunities they own. Leadership wants anenterprise- wide dashboard of all open opportunities in the pipeline so that users can see how the company is performing at any point in time. How should an administrator create the dashboard without changing any sharing setting?
A.
Update the dashboard to folder settings to manager for the sales reps role.
B.
Add a filter to the dashboard to filter the opportunities by owner role.
C.
Build individual dashboards for profiles that need to see the enterprise results.
D.
Create a dashboard with the running User set as someone who can see all Opportunities
Create a dashboard with the running User set as someone who can see all Opportunities
The service manager at Ursa Major Solar wants to let customers know that they have received their cases via email and their websites. Medium-priority and high-priority cases should receive different email notifications than low-priority cases. The administrator has created three email templates for this purpose. How should an administrator configure this requirement?
A.
Include three assignment rules that fire when cases are created. Add a filter for case priority. Select the appropriate email template for each rule.
B.
Add three auto-response rules. Configure one rule entry criteria for each rule and set a filter for case priority. Select the appropriate email template for each rule entry.
C.
Configure one workflow rule that fires when cases are created. Add a filter for case
priority. Select the appropriate email template for the rule.
D.
Create one auto-response rule. Configure three rule entry criteria and set a filter for case priority. Select the appropriate email template for each rule entry.
Create one auto-response rule. Configure three rule entry criteria and set a filter for case priority. Select the appropriate email template for each rule entry.
Explanation: Auto-response rules are used to automatically send email responses to lead or case submissions based on the criteria you define. You can create one auto-response rule per object (lead or case) and configure multiple rule entries with different criteria and
actions within that rule. To meet the requirement of sending different email notifications based on case priority, you need to create one auto-response rule for cases and configure three rule entries with filters for low-priority, medium-priority, and high-priority cases
respectively. Then you need to select the appropriate email template for each rule entry action.
Sales managers would like to know what could beimplemented to surface important values based on the stage of the opportunity. Which tool should an administrator use to meet this requirement?
A.
Opportunity Processes
B.
Dynamic Forms
C.
Path Key fields
D.
Workflow Rules
Path Key fields
Cloud Kicks has a team of product owners that need a space to share feedback and ideas with just the product team. How should the administrator leverage Salesforce to help the team collaborate?
A.
Use Quick Actions to log communication.
B.
Configure a Chatter Public Group.
C.
Create a Chatter Private Group.
D.
Add Activity History to document tasks.
Create a Chatter Private Group.
What should an administrator use as an identifier when importing and updating records from a separate financial system?
A.
Auto-Number field?
B.
External ID
C.
Richtext field
D.
Record ID
External ID
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