SF-Admin Practice Test 4 — 25 Questions

Question 1

Northern Trail Outfitters has an Agentforce Service Agent whose order-status topic uses both a Flow action that queries order records and a prompt template that summarizes results. Users report the agent sometimes invents shipping dates that do not exist in the order record. The administrator verifies the flow returns correct data and the topic is correctly scoped. What should the administrator do to reduce this hallucination?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Adjust the prompt template instructions to require answers only from the flow action's returned values and to state when data is unavailable.. When the underlying data source is verified and the topic is correctly scoped, fabricated details come from prompt behavior rather than retrieval. Constraining the prompt template to rely strictly on the flow action's returned values, and to acknowledge missing information instead of guessing, is the targeted remedy. Temperature changes, duplicate queries, and masking all act on the wrong layer and leave the model free to embellish.

Answer

Add a second Flow action that queries the same order object to cross-check the first result.

Answer

Increase the agent's temperature setting so responses vary more naturally.

Answer

Enable Data Masking on the order's shipping date field so the agent cannot read it.

Question 2

Universal Containers wants its Service Console to help agents resolve cases faster by surfacing relevant knowledge and customer history while they work. The administrator is reviewing which standard console capabilities can be enabled to support this. (Choose two.)

Accepted Answer

The Customer Details component, which shows account and contact fields alongside the case.. The Knowledge sidebar and the Customer Details component both bring decision-support information directly into the agent's workspace: related articles and the account/contact context for the case being worked. Together they reduce navigation and give agents the knowledge and customer history needed to resolve cases faster, which is exactly the outcome the administrator is targeting.

Answer

The Omni-Channel Supervisor wallboard, which displays real-time agent status and workload.

Answer

The Macros feature, which lets agents run a set of predefined actions on a case with one click.

Answer

The Path Assistant for the Case object, which guides agents through status picklist values.

Question 3

A sales manager wants their team to see a dynamic feed of updates, files, and posts related to a specific opportunity directly on the opportunity record page. The administrator needs to add a component that shows this information without requiring users to navigate away. Which component should the administrator add to the Lightning record page?

Accepted Answer

Chatter Feed component. The Chatter Feed component is designed to surface record-level collaboration directly on a Lightning record page. It aggregates posts, comments, files, and updates related to the record, giving users immediate visibility into team interactions. Other components either show activities, related records, or report data, none of which provide the dynamic social feed required for this scenario.

Answer

Activities component

Answer

Report Chart component

Answer

Related List component

Question 4

A sales manager at Northern Trail Outfitters wants to receive a notification in Salesforce whenever a new post is made in a specific Chatter group that the manager follows. Which feature should the administrator configure to meet this requirement?

Accepted Answer

Chatter group email notifications for the manager on that group.. Chatter email notifications let a user receive an email when new posts appear in a group they follow. The manager can simply follow the group and enable email notifications for it. Workflow rules, Chatter streams, and Apex triggers are either not applicable to Chatter groups or require unnecessary custom development for this straightforward need.

Answer

A workflow rule with an email alert on the group object.

Answer

A Chatter stream that includes the group and is set to send push notifications.

Answer

Apex trigger on the FeedItem object to send an email to the manager.

Question 5

An administrator at Northern Trail Outfitters is asked to set up a way for users to see a consolidated view of all activities related to an account, including emails, tasks, and events, directly on the Account record page. Which feature should the administrator use?

Accepted Answer

Activities related list. The Activities related list is the standard component that displays tasks, events, and emails related to an account. It can be added to the Account page layout and provides a consolidated view for users. Chatter feed tracking, account hierarchy, and related list quick links do not provide a structured list of activities, so they do not satisfy the requirement.

Answer

Chatter feed tracking

Answer

Related list quick links

Answer

Account hierarchy

Question 6

An administrator at a retail company has built an Agentforce Service Agent that handles returns and exchanges. During testing, the agent correctly answers product questions but fails to initiate a return because it cannot find the 'Initiate Return' action. The action was created as an Apex class implementing the @InvocableMethod annotation. Which step should the administrator take to make the action available to the agent?

Accepted Answer

Create an invocable action in Agent Builder and reference the Apex class.. Agentforce agents can use actions built from Flows, Apex, or Prompt Templates, but these must be explicitly added as actions in Agent Builder. Simply creating an Apex class with @InvocableMethod does not make it available; the administrator must create an action that references the class. This ensures the agent can discover and invoke the method during conversations.

Answer

Add the Apex class to the agent's permission set and enable 'Agentforce Action Access'.

Answer

Deploy the Apex class to the agent's connected app and add it as a remote site setting.

Answer

Add the Apex class to the agent's Einstein Trust Layer configuration.

Question 7

Universal Containers uses Omni-Channel routing in its Service Console. Agents in the Tier 2 queue report that cases appear in their Omni-Channel widget but disappear after about 30 seconds if they do not accept them. The service manager wants cases to remain available to agents for a full two minutes before being routed to the next available agent. What should the administrator configure?

Accepted Answer

Increase the Request TTL value on the Tier 2 queue's Omni-Channel routing configuration.. The length of time a routed work item stays with an agent before Omni-Channel pulls it back is governed by Request Time to Live on the routing configuration tied to the queue. Raising that value to 120 seconds keeps cases offered to Tier 2 agents for the full two minutes the manager requested, without affecting agent capacity or presence settings.

Answer

Add the agents to a new Omni-Channel Supervisor configuration with a longer decline timeout.

Answer

Increase the Omni-Channel Capacity setting for the Tier 2 queue's routing configuration.

Answer

Set the agent's Service Presence Status to a status whose associated service channel allows a longer timeout.

Question 8

The administrator at Cloud Kicks needs to create a new custom object to track customer feedback. The object should have a tab so users can access it from the App Launcher and navigation bar. After creating the custom object in Object Manager, what should the administrator do next to make it available as a tab?

Accepted Answer

Create a new tab for the custom object in the Tabs section of Setup.. To make a custom object accessible as a tab, the administrator must create a custom tab for it in the Tabs section of Setup. Permissions are also needed, but the tab creation is the specific step that enables UI access. Lightning App Builder and Lightning enablement are not relevant to tab creation.

Answer

Assign the object to profiles using permission sets.

Answer

Enable the object for Lightning Experience in Object Manager.

Answer

Add the object to a Lightning app using Lightning App Builder.

Question 9

An administrator is configuring an Agentforce Agent to answer questions about company policies. The agent must only use information from a specific set of Knowledge articles and must not generate answers based on general knowledge. Which feature should the administrator enable to restrict the agent's responses to the approved Knowledge articles?

Accepted Answer

Knowledge grounding. Knowledge grounding is the feature that connects the agent to specific Knowledge articles and ensures its responses are based on that content. By setting up knowledge grounding with a defined set of articles, the administrator can prevent the agent from using general knowledge, thus meeting the requirement.

Answer

Topics

Answer

Einstein Trust Layer

Answer

Prompt templates

Question 10

AW Computing uses Salesforce to manage its sales pipeline. The sales operations team wants to prevent users from creating an Opportunity with a Close Date in the past. Which feature should the administrator use to enforce this requirement?

Accepted Answer

Validation Rule. A validation rule is the correct tool because it evaluates the Close Date against the current date and prevents saving if the condition is met. It enforces the rule consistently for all users and record creation methods, ensuring data accuracy without custom code.

Answer

Formula Field

Answer

Approval Process

Answer

Workflow Rule

Question 11

Universal Containers has a custom object 'Project__c' that has a lookup relationship to Account. The administrator needs to create a formula field on Project__c that displays the Account's Industry. However, when viewing a Project record, the Industry field is blank even though the related Account has an Industry value. What is the most likely cause?

Accepted Answer

The lookup relationship is not populated on the Project record.. A formula field that references a field on a related record via a lookup will return blank if the lookup relationship is not populated. In this scenario, the Project record must have an Account lookup value for the formula to retrieve the Industry. The most likely cause is that the lookup field is empty on the Project record.

Answer

The formula field is referencing a field that is not accessible to the user's profile.

Answer

The formula field is using the wrong syntax to reference the Account's Industry.

Answer

The Account's Industry field is not included in the page layout.

Question 12

Universal Containers wants its support agents to be able to see all cases related to a contact, including cases owned by other agents, directly from the contact record in the Service Console. The administrator needs to add a component that shows this relationship without building a custom Visualforce page. Which component should the administrator add to the Contact page layout?

Accepted Answer

Related Cases related list. The Related Cases related list is the standard declarative way to show all cases associated with a contact on the Contact page layout. It displays cases where the contact is in the Contact lookup, including those owned by other agents, subject to sharing. Other components either filter to the running user, show feed for one case, or show activities rather than cases.

Answer

Case Feed component

Answer

Cases Assigned to Me list view

Answer

Open Activities related list

Question 13

An administrator at Get Cloudy Consulting has built an Agentforce Service Agent that answers questions about warranty coverage by retrieving records from a custom object. During testing, the agent replies with policy text that was updated two weeks ago, even though the source record was edited yesterday. The administrator confirms the record edit saved successfully and the agent's topic is active. Which configuration should the administrator check to resolve the stale response?

Accepted Answer

The Data Cloud or CRM search index used by the agent's retrieval, and whether it has been refreshed since the edit.. The agent is returning content that exists but is no longer current, which points to a retrieval layer rather than permissions, masking, or prompt wording. Search and semantic indexes behind grounding are updated asynchronously, so a record edited yesterday may still be represented by its previous indexed version. Refreshing or rebuilding that index lets the topic retrieve the current warranty record and produce an accurate answer.

Answer

The Prompt Template version bound to the topic and whether it was activated after the record edit.

Answer

The Einstein Trust Layer Data Masking rule applied to the warranty custom object.

Answer

The agent user's profile and whether it has Read access to the warranty object's fields.

Question 14

An administrator at AW Computing is building an Agentforce Service Agent that must answer questions about open cases using a Flow action. The flow's input variables are declared as Text, but the agent must pass a Case Id value. Testing shows the action fails to return results. Which change should the administrator make to the action configuration?

Accepted Answer

Change the flow's input variable from Text to an Id-compatible type and ensure the agent action maps the Case Id to that input.. The action fails because the value the agent supplies and the input the flow expects do not align. Correcting the flow's input variable to an identifier-compatible type and explicitly mapping the Case Id in the agent action configuration lets the identifier flow through, after which the flow can query and return open-case details. Record variables, formula concatenation, and broad permissions all target the wrong layer of the problem.

Answer

Add a formula resource in the flow that concatenates the Case Id with an empty string before use.

Answer

Convert the flow's input variable to a Record variable typed to the Case object and map the Case Id into it.

Answer

Grant the agent user the View All Data permission so it can read any case regardless of ownership.

Question 15

Universal Containers wants to build a Screen Flow that collects a Case's priority and description, then creates a Case record and immediately sends a confirmation email. The administrator must ensure the Flow can perform both operations in a single interview. (Choose two.)

Accepted Answer

Use a Create Records element to insert the Case record.. A Screen Flow can both create records and send email within one interview. The Create Records element inserts the Case and returns its Id, and the Send Email core action then sends a confirmation using that Id. Together they satisfy the requirement without Apex or a separate trigger-based Flow.

Answer

Use a Wait element configured to resume after one minute, then send the email.

Answer

Use a Post to Chatter action to notify the support team instead of sending email.

Answer

Use a Record-Triggered Flow with a before-save update to insert the Case.

Question 16

An administrator is designing a Lightning record page for the Case object using the Lightning App Builder. The administrator wants to add components that display information about the Case's related Contact and the Case's related Case Comments. Which TWO standard components should the administrator add to the record page to meet these requirements? (Choose two.)

Accepted Answer

Related Record component. Showing a related parent record's fields requires the Related Record component, which is built to display fields from a lookup-related record on the current page. Showing a list of related child records requires the Related List component, which renders a selected related list such as Case Comments. Together these two standard components satisfy the requirement to display both the related Contact and the related Case Comments on the Case record page.

Answer

Path Assistant component

Answer

Highlights Panel component

Answer

Report Chart component

Question 17

An administrator is configuring a custom object called 'Project' and has created a lookup relationship from Project to Account. The administrator now wants to create a formula field on Project that displays the Account's Billing City. Which statement describes what the administrator must do to make this work?

Accepted Answer

Create the formula field on Project and reference the Account's Billing City through the lookup relationship using the syntax Account.BillingCity.. Cross-object formula fields allow a child record to display values from a parent record reached through a lookup or master-detail relationship. On Project, the administrator creates a formula field and references the Account lookup, producing syntax such as Account.BillingCity. Because the formula reads the parent live, it always reflects the current Billing City without automation or stored copies, making it the correct declarative solution.

Answer

Create a roll-up summary field on Project that sums the Account's Billing City values.

Answer

Create the formula field on Account and reference the Project's related list to display Billing City.

Answer

Create a text field on Project and populate it with a Flow that copies Billing City each time the Account changes.

Question 18

An administrator is building a Lightning record page for the Opportunity object. The sales team wants a component that shows a count of related Opportunity Line Items and the total of their line amounts, updating automatically as line items change. The administrator wants to avoid custom code. Which approach should the administrator take?

Accepted Answer

Create roll-up summary fields on the Opportunity for count and sum of Opportunity Line Items, then add those fields to the page layout.. Opportunity Line Items have a master-detail relationship with Opportunity, which makes roll-up summary fields available on the parent. A roll-up summary configured to COUNT the line items and SUM the line amount provides both values the sales team wants, updates automatically when line items change, and requires no code. The other approaches either cannot aggregate child records, lack the sum capability, or produce a report visualization instead of a field value.

Answer

Add a Report Chart component filtered to the current Opportunity and configure it to display the line item sum.

Answer

Create a formula field on the Opportunity that references the Opportunity Line Items related list.

Answer

Add the Related List component and enable the 'Show Record Count' and 'Show Sum of Amount' options.

Question 19

Universal Containers' administrator is asked to build a report that shows only Opportunities whose Amount is greater than $100,000. The administrator must ensure that the filter uses the Amount field, which is a currency field. Which report filter option should the administrator use?

Accepted Answer

Use a standard filter with the operator 'greater than' and enter 100000.. The correct approach is to use a standard report filter with the 'greater than' operator on the Amount field. Salesforce reports natively support numeric and currency filters, so no custom fields or cross filters are needed. This keeps the report simple, maintainable, and accurate for the business requirement.

Answer

Use a cross filter to include only Opportunities where Amount > 100000.

Answer

Add a bucket field on Amount with ranges, then filter for the range above 100000.

Answer

Create a custom formula field on Opportunity that returns TRUE when Amount > 100000, then filter on that field.

Question 20

Cloud Kicks' administrator needs to ensure that sales reps can only view and edit Opportunity records that belong to them, while their manager can view and edit all Opportunities owned by the team. The organization uses a role hierarchy. Which sharing setting should the administrator configure to meet this requirement?

Accepted Answer

Set the organization-wide default for Opportunity to Private, and grant the manager access via the role hierarchy.. The correct configuration is to set Opportunity to Private, which restricts access to owners and users above them in the role hierarchy. The manager, being above the sales reps, automatically gains access. This satisfies the requirement without granting unnecessary access to others. Public Read/Write or Public Read Only would allow all users to see all records, which is not desired. Using View All Data is over-permissive.

Answer

Set the organization-wide default for Opportunity to Private, and create a permission set that grants View All Data to the manager.

Answer

Set the organization-wide default for Opportunity to Public Read/Write, and remove the manager from the role hierarchy.

Answer

Set the organization-wide default for Opportunity to Public Read Only, and create a sharing rule to grant edit access to the sales reps.