Question 1

Which of the following is true about the Locale settings in Salesforce?

Options :

A : They define the language used in email templates

B : They determine the date and time format

C : They enable users to view records in their preferred currency

D : They are set automatically based on the country where the organization is located

Answer: B

Question 2

Your Support Manager has requested a change be made to the owner of cases when assignment rules fail to locate an owner. What should you do to fulfill this request.

Options :

A : Create a Default Case Owner Case Team Role

B : Create a Predefined Case Team and Add a Team Member with the Team Role of Default Case Owner

C : Change the Automated Case User in Support Settings

D : Change the Default Case Owner in Support Settings

Answer: D

Question 3

You want to automatically send a confirmation email to customers after they submit a case through your company’s support portal.Which Salesforce automation tool should you use?

Options :

A : Workflow rules

B : Assignment rules

C : Escalation rules

D : Case auto-response rules

Answer: D

Question 4

A new VP has joined the organization and requested access to all records owned by the sales reps that report to him/her.Which of the following actions should the Salesforce Admin take to meet this requirement using the hierarchy feature in the sharing model?

Options :

A : Create a role hierarchy and add the VP to the appropriate role

B : Create a public group and add the VP and all sales reps that report to him/her

C : Create a sharing rule and share all records owned by sales reps reporting to the VP

D : Create a criteria-based sharing rule and share records owned by sales reps with the VP based on their role in the hierarchy

Answer: A

Question 5

DreamHouse Realty regularly processes customer requests for warranty work and would like tooffer customers a self-serve option to generate cases.Which two solutions should an administrator use to meet this request?Choose 2 answers

Options :

A : Web-to-Case

B : Case Escalation

C : Case Queues

D : Email-to-Case

Answer: A,D

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