An Administrator at DreamHouse Realty wants an easier way to assign an agent capacity and skill set. Which feature should the administrator enable to meet this requirement?
A.
Knowledge Management.
B.
Omni-Channel
C.
Escalation Rules
D.
Territory Management
Omni-Channel
To assign agent capacity and skill set, the administrator should enable Omni-
Channel, which is a feature that allows agents to work on multiple cases or chats at once based on their availability and expertise. Omni-Channel can route work items to agents based on their predefined capacity and skills, ensuring that they are working on the right tasks at the right time. Knowledge Management, Escalation Rules, and Territory Management are not related to agent capacity and skill set.
References:https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm
&type=5
When a Sales rep clicks a button on an opportunity, a simple discount calculator screen should be launched. Which automation tool should an administrator use to build this discount calculator screen?
A.
Flow Builder
B.
Workflow Rule
C.
Platform Event
D.
Process Builder
Flow Builder
Flow Builder supports creating a screen that can launch a simple discount calculator when a button is clicked on anopportunity.
References:
https://help.salesforce.com/s/articleView?id=sf.flow_builder_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.flow_distribute_button.htm&type=5
The administrator at Ursa Major Solar need to make sure the unassigned cases from VP customers get transferred to the appropriate service representative within 5 hours. VIP Customers have access to support 24 hours a day. How should this be configured?
A.
Assignment Rules.
B.
Business Hours.
C.
CaseQueues
D.
Escalation Rules
Escalation Rules
Escalation rules allow you to escalate cases based on certain criteria, such
as time or priority. You can use escalation rules to transfer unassigned cases to the appropriate service representative within a specified time frame.
References: https://help.salesforce.com/s/articleView?id=sf.customize_escalation.htm&type=5
AW Computing (AWC) occasionally works with independent contractors, who the company stores as Contacts in Salesforce. Contractors often change agencies, and AWC wants to maintain the historical accuracy of the record.
What should AWC use to track Contacts?
A.
Use a partner community to track the Contacts.
B.
Create a new Contact record for each agency.
C.
Create a Junction object to track many-to-many relationship.
D.
Enable Contacts to multiple Accounts.
Enable Contacts to multiple Accounts.
Contacts to multiple accounts is a feature that allows you to associate a
single contact with multiple accounts, both business and person accounts. This way, you can maintain the historical accuracy of the contact record without creating duplicate records for each account.
References:https://help.salesforce.com/s/articleView?id=sf.contacts_multiple_acco
unts.htm&type=5
Ursa Major Solar offers amazing experiences for all of it employees. The Employee engagement committee wants to post updates while restricting other employees from posting. What should the administrator create to meet this request?
A.
Chatter Stream.
B.
Chatter Broadcast Group
C.
Chatter Recommendations.
D.
Chatter Unlisted Group
Chatter Broadcast Group
Chatter broadcast group is a type of group that should be created to meet
this request. Chatter broadcast group is a group where only group owners and managers can create posts, but anyone can comment on posts. This can be useful for sharing important updates or announcements with a large audience without cluttering the feed with other posts.
References:https://help.salesforce.com/s/articleView?id=sf.collab_groups_create.htm
&type=5
An administrator has been asked to update a flow that was created as part of a recent update. When the administrator opens the flow for editing, the Flow toolbox offers only four elements: Assignment, Decision, Get Records, and Loop.
What would cause this?
A.
The flow is a screen flow.
B.
The version of the flow is inactive.
C.
The flow is a before save flow.
D.
The version of the flow is activated.
The flow is a before save flow.
Before save flows only support four elements: Assignment, Decision, Get Records, and Loop.
References: https://help.salesforce.com/s/articleView?id=sf.flow_ref_elements.htm&type=5
Sales users at Universal Containers are reporting that it is taking a longtime to edit opportunity records. Normally, the only field they are editing is the Stage field.
Which two options should the administrator recommend to help simplify the process?
Choose 2 answers
A.
Add a path for stage to the opportunity record page.
B.
Use a Kanban list view for Opportunity.
C.
Configure an auto launched flow for Opportunity editing.
D.
Create a simplified Opportunity page layout.
Add a path for stage to the opportunity record page.
Use a Kanban list view for Opportunity.
Paths allow you to display key fields and guidance for each stage of an opportunity. Kanban list views allow you to update records by dragging them between columns.
References: https://help.salesforce.com/s/articleView?id=sf.path_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.kanban_overview.htm&type=5
Marketing users at Cloud Kicks should be able to view and edit converted leads. The administrator has assigned them permission set with the View and edit Converted Leads permission. Which two ways can the marketing users now access converted leads for editing?
Choose 2 answers
A.
Find them in the global search result.
B.
Search the Recent Records component on the homepage.
C.
Utilize a list view where lead status equals Qualified.
D.
Use the Data Import Wizard,
Find them in the global search result.
Utilize a list view where lead status equals Qualified.
Two ways that marketing users can now access converted leads for editing
are:
Find them in the global search result, by entering the lead name or other keywords in the global search box and selecting Leads from the drop-down menu. Converted leads will appear in the search result with a check mark icon next to them.
Utilize a list view where lead status equals Qualified, by creating or modifying a list view on the Leads tab and adding a filter for Lead Status equals Qualified.
Converted leads will have Qualified as their lead status and will be visible in the list view. Searching the Recent Records component on the homepage or using Data Import Wizard will not allow users to access converted leads for editing.
References: https://help.salesforce.com/s/articleView?id=sf.leads_view_converted.htm&type=5
Cloud Kicks has a custom object named shoe. The administrator has been asked to ensure that when a relationship is created between Account and shoe to prevent orphaned shoe records. What should the administrator do to complete this requirement?
A.
Create an indirect lookup
B.
Create an encrypted lookup
C.
Create a hierarchical lookup
D.
Create a master-detail lookup.
Create a master-detail lookup.
Master-detail lookup is a type of relationship field that can be used to create
a relationship between Account and Shoe and prevent orphaned Shoe records. Masterdetail lookup establishes a parent-child relationship between two objects, where the parent record controls certain behaviors of the child record, such as security, ownership, and deletion. If the parent record is deleted, all the child records are deleted as well.
References:https://help.salesforce.com/s/articleView?id=sf.relationships_consideration
s.htm&type=5
Clod Kicks has a screen flow with two questions on the same screen, but only one is necessary at a time. The administrator has been asked to show only the questions that is needed. How should an administrator complete this?
A.
Use a new version of the flow for each scenario.
B.
Use a decision element and a new screen to show the proper question
C.
Use a conditional visibility to hide the unnecessary question
D.
Use branching in the flow screen to show the proper scenario
Use a conditional visibility to hide the unnecessary question
Conditional visibility is a feature that allows administrators to show or hide
screen components in a flow based on certain conditions or criteria. For example, conditional visibility can show only one question on a screen depending on the value of another field or variable. Conditional visibility consists of one or more rules that define when to show or hide a component based on an expression that evaluates to true or false. In this case, the administrator can use conditional visibility to hide the unnecessary question on the screen flow based on the scenario.
References:https://help.salesforce.com/s/articleView?id=sf.flow_ref_elements_scr
eencmp.htm&type=5
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