Question 1

The VP of Sales informs you that a Sales Executive who owns many account records has just left the company. The ownership of these accounts needs to be changed to the VP of Sales, immediately. What Data Management tool is best for quickly making these ownership changes?

Options :

A : Mass Transfer Records

B : Data Import Wizard

C : Data Loader

Answer: A

Question 2

A process in Process Builder was previously created that sends email alerts when cases with a Priority designation of High are created. One support engineer reports that they are not receiving the email alerts, while the other users all receive these email alerts. How can you troubleshoot this lack of email alert delivery to the one support engineer?

Options :

A : Verify that the process evaluation criteria is correct.

B : Verify that the user-s email address is correct.

C : Verify that the process is active.

D : Verify that the correct email template is used.

Answer: B

Question 3

Website visitors fill out a web-to-case form on your company's website to submit a new case. They often call to be sure the case has been received. The Support Manager wants to eliminate these unnecessary calls into support and asks if an email can be sent back to the submitter of the case to let them know their case has been received and they will be contacted soon. What Salesforce support feature would you implement to satisfy this request?

Options :

A : Solutions Management

B : Escalation Rules

C : Assignment Rules

D : Auto-Response Rules

E : Case Teams

Answer: D

Question 4

Ursa Major classifies its accounts as Silver, Gold, or Platinum Level. When a new case is created for a Silver or Gold partner, it should to the Regular Support Queue. When an account is Platinum Level, it should automatically go to the Priority Support Queue.

What should the administrator use to achieve this?

Options :

A : Assignment Rules

B : Case Rules

C : Workflow Rules

D : Escalation Rules

Answer: A

Question 5

DreamHouse Realty requires that house showings be scheduled within the current year to prevent too many future showings from stacking up. How can they make sure Showing Date is only populated with a date this years?

Options :

A : Sync the users' Showing Calendar to Salesforce and filter it to only look at this year.

B : Create a report that shows any Showing Dates not scheduled in the current year to the updated.

C : Add Help Text so the user knows to only add a Showing Date within the current year.

D : Create a validation rule that ensures Showing Date contains a date within the current year.

Answer: D

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