Question: 1
A sales manager is receiving an "insufficient privileges" error when viewing a contact. The contact
owner is under the manager in the role hierarchy. What is the reason the sales manager is not able to
view the contact?
A. The contact owner has not selected the option to share contacts with others in the role hierarchy.
B. The contact sharing settings are private, so access to the record is limited to the contact owner and
system administrator.
C. The account sharing settings are controlled by the parent, and the account owner is not under the
sales manger's role.
D. The contact sharing settings are controlled by the parent, and the account owner is not under the
sales manager's role.
Answer: C
Question: 2
Who can collaborate about your business with Salesforce Communities? Select 3
A. Partners
B. Suppliers
C. Competitors
D. Customers
E. Employees
Answer: A, D, E
Question: 3
Milestone actions determine what happens during a case support process and can trigger what type
of workflow actions?
Select 3
A. SLA Breach
B. Success
C. Violation
D. Entitlement Breach
E. Warning
Answer: B, C, E
Question: 4
Service Entitlements in Service Cloud help you to: Select 3
A. Track your supplier performance.
B. Track the service levels you provide to your clients.
C. Verify if your customer is eligible for support.
D. Define and maintain service contracts.
Answer: B, C, D
Question: 5
How to create a report showing Company growth Year after Year. What function to use ?
A. PREVGROUPVAL
B. DATEVAL
C. PRIORVALUE
D. PARENTGROUPVAL
Answer: A
Question: 6
With Salesforce Knowledge integrated into your community, your customers can: Select 3
A. Access knowledge articles
B. Automatically access your customer accounts, contacts and opportunities.
C. Submit Cases
D. Access Self Service resources
Answer: A, C, D
Question: 7
When will account assignment rules automatically assign an opportunity to a territory
A. When opportunity has no assigned territory and account has been assigned to a territory
B. Account ownership was changed
C. Account has no assigned territory
D. Account has multiple territories
Answer: A
Question: 8
Which of the following are current limitations of Salesforce Knowledge? (@Winter 18) Select 3
A. You can have up to 100 groups in each category.
B. You can have up to 100 categories in each group.
C. You can define up to 5 category groups with only 3 active at any time.
D. You can define up to 5 category groups.
E. You can define up to 50,000 articles in total.
Answer: B, C, E
Question: 9
The administrator at Universal Containers wants to improve data quality by ensuring that all
accounts have a Billing State/Province based upon the Billing Postal Code for that account. How
can this be achieved? Choose 2 answers
A. Use validation rule to do a VLOOKUP of the Billing Postal Code to a custom object that
maps postal codes to states/provinces
B. Use a trigger that populates Billing State/Province based on a custom object that maps
postal codes to states/provinces
C. Use validation rule to do an HLOOKUP of the Billing Postal Code to a custom object that
maps postal codes to states/provinces
D. Use a workflow that populates Billing State/Province based on a custom object that
maps postal codes to states/provinces
Answer: A, D
Question: 10
Which features make repetitive actions in the Service Console quicker and easier for agents?
Select 3
A. Email Templates
B. Quick Text
C. Macros
D. Heuristic Logic
E. Predictive text
Answer: A, B, C
