Free Salesforce Salesforce-Certified-Administrator Exam Actual Questions

The questions for Salesforce-Certified-Administrator were last updated On Nov 16, 2024

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Question No. 1

Cloud Kicks needs to change the owner of a case when it has been open for more than 7 days.

How should the administrator complete this requirement?

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Correct Answer: C

An escalation rule is a tool that allows administrators to automatically escalate cases based on certain criteria and time triggers. For example, an escalation rule can change the owner of a case, send an email notification, or update a field value when a case has been open for more than 7 days. An escalation rule consists of multiple rule entries that define the criteria and actions for each escalation scenario. Reference: https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm&type=5


Question No. 2

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?

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Correct Answer: C

To acknowledge cases with a Case Reason of Installation immediately via email and assign them to appropriate agents, and escalate cases that are still in New status after 4 hours to support management, an administrator should use Auto-response rules, Queues, and Escalation Rules for case management. Auto-response rules allow sending automatic email responses to customers based on case criteria. Queues allow grouping cases that share common characteristics and assigning them to a group of users who can access and work on them. Escalation rules allow escalating cases that meet certain criteria to higher-level users or groups and sending email notifications. Macros and Entitlements are not case management tools that can be used for this requirement. Reference: https://help.salesforce.com/s/articleView?id=sf.case_autoresponse.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.queues_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm&type=5


Question No. 3

Universal Container wants to prevent its service team from accessing deal records. While

service users are unable to access deal list views, they are able to find the deal records via a search.

What options should the administrator adjust to fully restrict access?

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Correct Answer: B

Permissions and tab visibility are two options that administrators can adjust to fully restrict access to records for certain users or profiles. Permissions determine what users can do with records, such as create, read, edit, delete, view all, or modify all. Tab visibility determines whether users can see a specific object tab in their app launcher or navigation bar. By setting permissions and tab visibility to none or hidden for deal records for service users or profiles, administrators can prevent them from accessing deal records via search or other methods. Reference: https://help.salesforce.com/s/articleView?id=sf.users_profiles_permissions.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.customize_tabs.htm&type=5


Question No. 4

New leads need be routed to the correct Sales person based on the lead address.

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Correct Answer: B

Lead assignment rule is a feature that can be used to route new leads to the correct sales person based on the lead address. Lead assignment rule can assign leads to users or queues based on certain criteria, such as lead source, industry, or location. Lead assignment rule can also send email notifications to the new lead owners or other recipients. Reference: https://help.salesforce.com/s/articleView?id=sf.leads_assignment_rules.htm&type=5


Question No. 5

Cloud kicks want to give credit to Opportunity team members based on the level of effort

contributed by each person toward each deal.

What feature should the administrator use to meet this requirement?

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Correct Answer: B

Splits is a feature that should be used to meet this requirement. Splits allows users to assign credit to opportunity team members based on the level of effort contributed by each person toward each deal. Users can create different types of splits, such as revenue or overlay splits, and specify the percentage or amount of credit for each team member. Reference: https://help.salesforce.com/s/articleView?id=sf.forecasts3_splits_overview.htm&type=5


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