Salesforce Certified Administrator Practice Questions

The correct answers are

B. Use assignment rules to set the queue as the owner of the case

C. Add Cases to the existing queue as available object.

Explanation of why B and C are correct:

B. Use assignment rules to set the queue as the owner of the case

Assignment rules in Salesforce automatically assign cases to a user or queue based on specific criteria, such as case origin, priority, or issue type. To ensure that Cases are sent directly to the customer support team's queue, the administrator should create or update Case Assignment Rules so that when certain conditions are met, the ownership of the case is set to the appropriate queue. This is the standard way to automate routing cases to a queue for team handling.

C. Add Cases to the existing queue as available object

A queue in Salesforce is only able to manage objects that are explicitly added to it as available objects. If the customer support team is already using a queue for Tasks, and they now want to use the same queue for Cases, the administrator must add the Case object to the existing queue's available objects. This allows the queue to own Case records in addition to Task records.

Explanation of why the other options are incorrect:

A. Configure a flow to assign the cases to the queue

While it is technically possible to use a flow to assign cases to a queue, this is not the standard or most efficient method for this type of use case. Salesforce has built-in Case Assignment Rules specifically designed to handle this function without the complexity of creating and managing a flow. Using a flow for this purpose would add unnecessary complexity when Assignment Rules are made for exactly this scenario.

D. Create a new queue and add Cases as an available object

There is no need to create a new queue if the same customer support team is already using an existing queue and simply wants to manage Cases as well. The better solution is to modify the existing queue to include the Case object. Creating a new queue would create duplicate work and split the team's workload unnecessarily unless there is a clear reason to separate the queues.

Summary:

The correct answers are B and C because adding the Case object to the existing queue and using Assignment Rules to direct Cases to that queue are the standard, efficient ways to ensure the support team can manage Cases properly.

A is incorrect because using a flow is unnecessarily complex for this situation when Assignment Rules are the intended tool.

D is incorrect because a new queue is not needed if the existing queue can be updated to handle Cases.

The best solution is to extend the current queue to manage Cases and use Assignment Rules to route Cases automatically to that queue.

Correct Answer:

A. Create a junction with a custom object

B. Create two master-detail relationships on the new object

Explanation:

A. Create a junction with a custom object:

This is the correct first step in creating a many-to-many relationship between two custom objects. A junction object is a custom object that serves as a bridge between the two objects in a many-to-many relationship. It allows each record from one object to be associated with multiple records from another object. The junction object will have relationships to both of the original custom objects, enabling a many-to-many connection.

In Salesforce, many-to-many relationships are typically implemented using a junction object, which will contain references to both of the objects you're connecting. This makes it the best approach to fulfilling the requirement.

B. Create two master-detail relationships on the new object:

Once the junction object is created, we need to establish relationships between the junction object and the two objects being connected. Typically, in a many-to-many scenario, master-detail relationships are used between the junction object and the two related objects. This will ensure that the relationship is tightly coupled, meaning if a record in the parent object is deleted, all associated child records (in the junction object) will also be deleted. It also enables cascading updates and ensures data integrity between the records.

Master-detail relationships are necessary to enforce strong relationships between the junction object and the two parent objects, ensuring that the child records in the junction object are tightly controlled and synchronized with the parent records.

Why Other Options are Wrong:

C. Create two lookup relationships on the new object:

While lookup relationships can also be used to link two objects, they are not the best choice for a many-to-many relationship. Lookup relationships do not provide the same level of control and data integrity as master-detail relationships. They allow for more flexibility but do not offer the cascading behavior that master-detail relationships provide. In a many-to-many relationship scenario, lookup relationships may be used if more flexibility is required, but they are typically less efficient in terms of maintaining strong data integrity between records. In this case, master-detail relationships are a better choice.

D. Create URL fields on a custom object:

Creating URL fields is not relevant to establishing relationships between objects. URL fields are typically used to store web addresses, and they do not contribute to creating relationships between records in Salesforce. To set up a many-to-many relationship, you need to establish object relationships, not fields to store URLs. Thus, this is not a valid step for enabling a many-to-many relationship.

Summary:

To enable a many-to-many relationship between two custom objects in Salesforce, you need to create a junction object and establish master-detail relationships between the junction object and the two parent objects. This allows for a tightly controlled relationship that ensures data integrity and cascading behaviors. Other options, such as using lookup relationships or URL fields, do not provide the necessary functionality for establishing a robust many-to-many relationship.

Correct Answers:

A. The user is in a Custom hierarchy field.

B. The user is assigned a workflow email alert.

Explanation of why these are correct:

A. The user is in a Custom hierarchy field.

A user cannot be deactivated if they are referenced in a Custom Hierarchy Field on objects, because these fields are designed to define relationships like approval managers or other key roles, and deactivating them would break those relationships.

B. The user is assigned a workflow email alert.

If a user is listed as a recipient in a workflow email alert, they cannot be deactivated until they are removed from that alert. Salesforce requires that no active automation references the user in ways that would disrupt ongoing processes.

Explanation of why the other options are incorrect:

C. The user is part of a territory hierarchy.

This does not prevent deactivation. A user can be deactivated even if they are part of a territory hierarchy. However, after deactivation, they will lose access, and reassignment of their territories might be needed.

D. The user is the highest role in the role hierarchy.

Being the highest in the role hierarchy does not block deactivation. Salesforce allows deactivating users regardless of their role, though their responsibilities might need to be transferred.

Summary:

The two correct reasons that can prevent deactivating a user are:

A. If the user is referenced in a Custom Hierarchy Field.

B. If the user is assigned to a Workflow Email Alert.

The correct answers are

B. Highlight Panel

C. Actions & Recommendations.

Explanation:

B. Highlight Panel:

The Highlight Panel is an area on the Lightning record page that displays key fields and important information. It is customizable to show the most relevant data for the user. In the case of Ursa Major Solar, if a customer is high-profile, a sales rep could quickly see this information displayed in the Highlight Panel, ensuring that the rep is aware of the customer's status and prioritizes their needs. This is a direct, user-friendly way to present crucial customer information.

C. Actions & Recommendations:

The "Actions & Recommendations" component in Salesforce Lightning allows admins to display quick actions or suggestions for users based on business logic or recommendations from AI. For high-profile customers, this could provide real-time suggestions or actions the sales rep should take, such as prioritizing that customer, offering specific products, or following certain steps to close the deal. This feature can provide important context and insights when interacting with high-profile customers.

Why the other options are incorrect:

A. Component Visibility:

Component visibility settings allow components to appear or disappear based on certain criteria, like user profile, record type, or field values. While this could potentially help manage the visibility of certain information for specific users, it doesn't directly address how to display information to the sales rep about high-profile customers. It is a tool for controlling visibility, but it is not the core functionality needed here.

D. Custom Component:

A custom component is useful when you need a completely tailored solution that is not covered by standard components. However, for this specific need (alerting sales reps about high-profile customers), the Highlight Panel and Actions & Recommendations are more appropriate, as they provide built-in functionality without needing to develop a custom solution. Creating a custom component might be more complex than necessary for this use case.

E. Rich Text Area:

The Rich Text Area allows for the inclusion of formatted text, which could be useful for adding detailed descriptions or notes. While this could be used to manually indicate a high-profile customer, it is less dynamic than the other options. It doesn't automatically update or provide actionable insights like the Highlight Panel or Actions & Recommendations, and it wouldn't be as effective for highlighting the high-profile status in an easily digestible format for the sales reps.

Summary: To make sales reps aware of high-profile customers, the best options are the Highlight Panel and Actions & Recommendations. The Highlight Panel provides a prominent, at-a-glance display of key customer information, while Actions & Recommendations can guide the sales rep with actionable insights. The other options either don’t directly address this need or add unnecessary complexity.

Option C:

"Create and assign a custom profile with Delete access removed for each object" is the correct approach.

A custom profile allows the administrator to define specific object permissions, including Read, Create, and Edit access while removing Delete permissions. By creating a custom profile and assigning it to the analytics user, the administrator ensures that the user has the exact permissions required without the risk of accidental record deletions.

Why This Works:

1. Profiles control object-level permissions – A profile determines what a user can do with different objects, including whether they can Read, Create, Edit, or Delete records.


2. Removing Delete access ensures data protection – By removing the Delete permission at the profile level, the administrator ensures the user cannot delete records, even if they have access to other operations.


3. Profiles apply to multiple users – If multiple analytics users have the same access needs, the administrator can assign the custom profile to all of them, ensuring consistency in permissions.

Why Other Options Are Less Ideal:

• Option A: View All access and highest role in the hierarchy → Does not grant Create or Edit permissions and primarily affects record visibility, not object permissions.


• Option B: Permission Set with Read, Create, and Edit → While permission sets are flexible, they can only add permissions, not remove them. If the user's existing profile already has Delete access, a permission set cannot take it away.


• Option D: System Administrator Profile → Grants excessive permissions, including Delete access, which contradicts the requirement.

Summary:

Creating and assigning a custom profile is a valid approach because profiles allow the administrator to fully control object permissions, including removing Delete access. If the user’s existing profile already meets most of the requirements except for Delete permissions, a permission set cannot be used to restrict access, making a custom profile the best solution.

The correct answers are

B. Standard objects are included with Salesforce 

D. Custom and standard objects have standard fields.

Explanation:

B. Standard objects are included with Salesforce is correct because Salesforce provides predefined standard objects such as Accounts, Contacts, Opportunities, and Leads. These objects come with built-in functionality and cannot be deleted, although their fields and layouts can be customized.

D. Custom and standard objects have standard fields is correct because both standard and custom objects include standard fields such as Created By, Last Modified Date, and Owner. These fields are automatically generated and help maintain consistency and tracking across objects.

Why the Other Options Are Wrong:

A. A new standard object can be created is incorrect because new standard objects cannot be created. Administrators can only create custom objects, while standard objects are predefined by Salesforce.

C. Only standard objects support master-detail relationships is incorrect because both standard and custom objects can have master-detail relationships. However, there are some restrictions:

• A standard object cannot be a detail in a master-detail relationship.


• Custom objects can be either master or detail in a master-detail relationship.

Summary:

When working with Salesforce objects, administrators should remember that Salesforce includes standard objects by default and that both standard and custom objects come with standard fields for tracking and consistency. New standard objects cannot be created, and master-detail relationships are not exclusive to standard objects.

The correct answer is

B. Create a picklist for Specific Search Engine, and set conditional visibility so that it is only shown when Lead Source is "Search Engine".

Explanation:

B. Create a picklist for Specific Search Engine, and set conditional visibility so that it is only shown when Lead Source is "Search Engine" is correct because screen flows support conditional visibility, which allows administrators to dynamically show or hide fields based on the values of other fields. In this case, setting conditional visibility on the Specific Search Engine picklist ensures that it only appears when the Lead Source field is set to Search Engine. This approach is efficient because it does not require extra validation rules or assignments and leverages built-in Flow functionality to improve the user experience.

Why the other options are wrong:

A. Configure a picklist for Specific Search Engine, and use a validation rule to conditionally show only when Lead Source is "Search Engine" is incorrect because validation rules do not control field visibility. Validation rules can prevent users from saving a record if required conditions are not met, but they do not dynamically show or hide fields in a Flow screen.

C. Use an assignment element, one for when Lead Source is "Search Engine" and one for everything else is incorrect because assignment elements in Flow are used to set values but do not control field visibility on the screen. While assignments could be used to set a default value for the picklist, they would not hide or show the field dynamically.

D. Use a conditional filter in the screen element to only show 'Specific Search Engine' field only when Lead Source is "Search Engine" is incorrect because there is no such thing as a "conditional filter" in Flow screen elements. The correct approach to achieve this functionality is through conditional visibility, not filters.

Summary:

The most efficient way to ensure that the Specific Search Engine picklist only appears when Lead Source is set to Search Engine is to use conditional visibility in the Flow screen element. This method dynamically hides or shows the field, improving usability. Validation rules, assignment elements, and conditional filters are not designed for this purpose.

The correct answers are

B. Marketing user feature license and D. Edit permission for campaigns.

Explanation:

To allow the Marketing team to manage campaign member status picklist values without needing an administrator each time, they need the right permissions to interact with campaigns and the associated fields in Salesforce.

Why B is correct:

• 
  

  The Marketing user feature license enables marketing users to have additional privileges related to campaigns, including the ability to customize campaign member status picklist values. This feature license grants marketing users the necessary permissions to work more efficiently with campaigns and campaign members, including customizing their status picklist values, without requiring the administrator's help.

  
  

Why D is correct:

• 
  

  The Edit permission for campaigns allows users to edit campaign records, and this is important because they can modify the campaign settings, including adding or deleting picklist values for the campaign member status field. This permission enables the Marketing team to make necessary changes directly within the campaign setup and manage campaign-related fields without administrative intervention.

  
  

Why the other options are incorrect:

A. Create and Edit for Campaign Member:

• 
  

  While Create and Edit permissions for campaign members enable users to create and update campaign member records, this does not extend to managing the picklist values themselves. The ability to manage the picklist values requires more specific permissions related to the campaign object and field customization, which are covered by the Marketing user feature license and the Edit permission for campaigns, not by the Create and Edit permissions for campaign members alone.

  
  

C. Customize Application permission:

• 
  

  Customize Application permission is typically reserved for Salesforce administrators or users with the responsibility to manage the entire Salesforce application. This permission grants broader customization rights, but for the Marketing team to customize picklist values related to campaigns, the Marketing user feature license is more appropriate, as it specifically enables Marketing users to have the necessary tools for managing campaign-related fields.

  
  

Summary:

To allow the Marketing team to customize campaign member status picklist values, the Marketing user feature license is essential to provide the correct tools for managing campaigns, while the Edit permission for campaigns enables users to directly modify campaign settings and manage picklist values. These permissions will empower the Marketing team to handle these tasks independently.

The correct answer is

A. Configure an auto-response rule to email the lead.

Explanation:

Auto-response rules in Salesforce allow organizations to send automated and personalized email responses based on predefined criteria. Since the marketing team at Ursa Major Solar wants to send different email messages based on the Lead Industry field, an auto-response rule is the best solution.

• Auto-response rules trigger an email when a lead submits a Web-to-Lead form.


• These rules can be configured with multiple criteria, such as checking the Lead Industry field to send different responses.


• This ensures that leads receive a personalized response based on their industry immediately after submitting the form.


• It is a built-in feature designed specifically for Web-to-Lead scenarios, making it the most efficient choice.

Why the other options are incorrect:

B. "Use a validation rule to trigger workflow to email the lead" is incorrect because validation rules only prevent records from being saved if they do not meet certain criteria. They do not trigger workflows or send emails.

C. "Add a public group and Process Builder to email the lead" is incorrect because:

• Public groups are used for sharing records and permissions, not for triggering automated emails.


• Process Builder is being retired in favor of Flow and is not the best tool for this use case. Auto-response rules are more efficient.

D. "Create an assignment rule to email the lead" is incorrect because assignment rules only determine who owns the lead. While they can be used in combination with email notifications, they are not designed to send customized responses based on field values like auto-response rules can.

Summary:

To send personalized emails when a lead fills out a Web-to-Lead form, based on the Lead Industry field, the best approach is to use auto-response rules. They allow for immediate, rule-based email responses tailored to the lead’s industry. Therefore, "Configure an auto-response rule to email the lead" is the correct answer.