SF-Admin Multiple Select — 20 Questions

Question 1

Universal Containers utilizes Case Escalation Rules to ensure high-priority customer issues are reassigned if they remain unresolved. Which TWO actions can be executed automatically when a escalation rule entry criteria is met? Choose 2 answers.

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

Accepted Answer

Send email notifications to the current case owner, designated users, and case contact.. Case Escalation Rules automatically track age and trigger automated actions when milestones are missed. Administrators can configure these rules to reassign cases to different queues or users and send automated email alerts to management or support tiers. This ensures critical service level agreements are strictly maintained and visibility is preserved across organizational hierarchies.

Answer

Automatically convert the escalated case into a standalone Knowledge Article for future containment.

Answer

Instantly execute a custom Invocable Apex Action to provision replacement physical inventory.

Answer

Publish the escalated case details automatically to an external public Chatter feed group.

Question 2

Universal Containers uses Salesforce Knowledge. Which TWO capabilities are available to help manage article visibility and quality?

Accepted Answer

Data Categories. Managing a high-quality knowledge base requires control over who sees which articles and an approval process for publication. Data Categories provide the structural hierarchy for visibility and filtering, while Workflow/Approvals ensure that articles are reviewed for accuracy before being exposed to customers. Together, these tools maintain the integrity of the knowledge base and ensure that sensitive or draft content remains hidden.

Answer

Auto-Response Rules

Answer

Assignment Rules

Answer

Public Groups

Question 3

A Salesforce administrator is setting up Chatter for a large sales organization. The company wants to ensure that users can collaborate on records, share files, and receive relevant updates without overwhelming them with notifications. Which two actions should the administrator take to achieve these goals? (Choose two.)

Accepted Answer

Set up Chatter groups for each sales team and enable file sharing within those groups.. Enabling feed tracking on key objects ensures users see relevant record updates in their Chatter feed, promoting collaboration. Creating Chatter groups with file sharing provides dedicated spaces for teams to share files and collaborate. Together, these actions meet the requirements without overwhelming users, as notifications can be managed separately. Other options either disable notifications entirely or do not directly enable collaboration and file sharing.

Answer

Disable all Chatter notifications for users to prevent information overload.

Answer

Configure default email notification settings to 'Daily Digest' for all users.

Answer

Enable 'Chatter Email Notifications' and set them to 'Never' for all users.

Question 4

An administrator is creating a custom object called 'Project'. Which TWO of the following are required when defining this new object in the Object Manager?

Accepted Answer

A Label.. When creating a custom object in Salesforce, the platform mandates two specific components to ensure the object is identifiable and trackable within the system. The 'Label' provides the user-facing name, while the 'Plural Label' handles list views and tabs. Without these two identifiers, the metadata for the object cannot be generated, preventing the object from being accessible within the Lightning platform and the App Builder.

Answer

A defined Auto-Number field.

Answer

An assigned Tab visibility setting.

Answer

A set of custom fields.

Question 5

An administrator is preparing to activate a new Agentforce Service Agent that handles password reset requests for an internal help desk. Before go-live, the administrator wants to validate that the agent behaves correctly and safely. Which TWO testing practices should the administrator perform? (Choose two.)

Accepted Answer

Use the Agentforce testing center to run predefined test cases against the agent and review pass/fail results.. Pre-activation validation combines automated test cases in the Agentforce testing center with manual conversation in the Agent Builder preview. Together they verify topic routing, action execution, and response quality against realistic password reset utterances. Activating in production, disabling topics, or granting excessive permissions are not testing practices and introduce risk rather than confidence.

Answer

Grant the agent's running user Modify All Data to ensure it can reset any user's password.

Answer

Activate the agent in a production org and monitor real customer conversations for the first week.

Answer

Disable all topics except the password reset topic to force the agent to always use the correct flow.

Question 6

A Salesforce administrator at Universal Containers is configuring Chatter for a large organization. The company wants to ensure that users can collaborate effectively while maintaining security and compliance. Which two actions should the administrator take to meet these goals? (Choose two.)

Accepted Answer

Set up Chatter group archiving to automatically archive inactive groups after a specified period.. To ensure effective and secure Chatter collaboration, administrators should implement group archiving to manage inactive groups and use moderation rules to monitor and flag inappropriate or sensitive posts. These actions help maintain a clean, compliant, and secure collaboration environment. Enabling feed tracking on sensitive fields, allowing unmoderated external access, and enabling unlisted groups without approval can introduce security risks and are not recommended.

Answer

Configure Chatter to allow customers and partners to join public groups without moderation.

Answer

Enable Chatter feed tracking on sensitive fields to automatically post changes to the record feed.

Answer

Enable unlisted groups so that users can create private groups without administrator approval.

Question 7

A Salesforce administrator at Nimbus Freight is configuring a custom object called Shipment__c that will be used by multiple teams. The administrator needs to allow users to relate a Shipment to a single Account record, and also needs to control which users can see the 'Hazardous' checkbox field based on their profile. Which TWO actions should the administrator take to meet these requirements? (Choose two.)

Accepted Answer

Set field-level security for the 'Hazardous' field to Visible for the appropriate profiles.. To relate a Shipment to a single Account, a Lookup Relationship field is appropriate because it allows selecting one related record without imposing master-detail ownership and sharing constraints. To control which profiles can see the 'Hazardous' checkbox, the administrator must configure field-level security for that field on each profile. Page layouts and validation rules do not satisfy the visibility requirement because they do not govern field-level access.

Answer

Add the 'Hazardous' field to a new page layout and assign the layout only to the profiles that should see it.

Answer

Create a validation rule that checks the 'Hazardous' field value and prevents saving when the user is not in the correct profile.

Answer

Create a Master-Detail Relationship field on Shipment__c to the Account object.

Question 8

A sales manager at Get Cloudy Consulting wants a Record-Triggered Flow to update the 'Next Step' field on an Opportunity and also create a follow-up Task whenever the Opportunity stage changes to 'Negotiation'. The administrator is configuring the flow's start conditions. Which two considerations should the administrator keep in mind when designing this flow? (Choose two.)

Accepted Answer

The flow must use an after-save configuration to create a related Task record.. A before-save flow can update fields on the triggering Opportunity using the $Record variable without a separate Update Records element, which is efficient. However, creating a Task requires DML on a different record, so an after-save flow is necessary. These two considerations guide the administrator to design a flow that updates the Opportunity in a before-save context and creates the Task in an after-save context, or to use a single after-save flow for both actions.

Answer

The flow can create the Task in a before-save flow if the Task is related to the Opportunity.

Answer

The flow must use a scheduled path to create the Task at a later time.

Answer

The flow can update the Opportunity and create the Task in a single before-save flow.

Question 9

A sales team wants to improve collaboration by using Chatter to share updates and files on opportunities. Which two actions should the administrator take to ensure that all team members can see and interact with these Chatter posts and files? (Choose two.)

Accepted Answer

Ensure that the sales team members have access to the opportunities via sharing rules or role hierarchy so they can view the Chatter feed and files.. To enable collaboration on opportunities, Chatter must be enabled and the publisher added to the page layout. Additionally, team members need record access to see posts and files. These two actions ensure that users can post updates, share files, and view each other's contributions on opportunities, meeting the collaboration goal.

Answer

Set the organization-wide default for opportunities to Private and manually share each opportunity with the team.

Answer

Grant 'Modify All Data' permission to all sales team members so they can see all Chatter posts and files.

Answer

Create a Chatter group for the sales team and instruct members to post updates there instead of on records.

Question 10

An administrator at Cosmic Enterprises is preparing an Agentforce Service Agent for a new return policy topic. Before activation, the security team requires that the agent never expose customer payment card digits and that every interaction be traceable for compliance review. (Choose two.)

Accepted Answer

Enable the Einstein Trust Layer audit trail to capture prompts, responses, and masking events.. Meeting the security team's demands requires two distinct controls: masking to keep raw card digits away from the model, and auditing to prove what happened in each interaction. Data Masking rules in the Einstein Trust Layer handle the first, while the Trust Layer audit trail handles the second. Broad permissions, validation rules, and topic narrowing address adjacent concerns but provide neither the runtime protection nor the traceability the scenario specifies.

Answer

Reduce the agent's topic scope so it only answers questions about store hours and shipping times.

Answer

Assign the agent user a profile with Modify All Data so it can retrieve any record a customer references.

Answer

Create a validation rule on the payment object that blocks saving records containing full card numbers.

Question 11

Cloud Kicks' administrator needs to grant a new marketing user the ability to import Leads using the Data Import Wizard and to view and edit all Leads regardless of ownership. Which two settings should the administrator configure to meet these requirements? (Choose two.)

Accepted Answer

Assign a permission set with the 'View All Leads' and 'Edit All Leads' permissions.. The correct settings are to assign the 'Import Leads' permission and the 'View All Leads' and 'Edit All Leads' permissions via permission sets. These grant the specific abilities needed without over-permissioning. Modify All Data is too broad. Public Read/Write affects all users. Sharing rules are less direct and may not cover all records.

Answer

Set the organization-wide default for Leads to Public Read/Write.

Answer

Create a sharing rule to share all Leads with the marketing user.

Answer

Assign a permission set with the 'Modify All Data' permission.

Question 12

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 13

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 14

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 15

An administrator at Northern Trail Outfitters is building a Record-Triggered Flow on Account that must update related Contacts when the Account's BillingCountry changes. The administrator wants to ensure the flow runs efficiently and only when necessary. Which TWO considerations should the administrator apply? (Choose two.)

Accepted Answer

Add an entry condition that checks PRIORVALUE(BillingCountry) is different from the current BillingCountry.. The flow should fire only when BillingCountry changes, which is achieved by comparing PRIORVALUE() with the current value in the entry condition. To update related Contacts, the flow must retrieve them with Get Records and then update them with Update Records. Together, these two choices ensure the flow runs efficiently and only when necessary, while correctly performing the cross-object update.

Answer

Set the flow to run only when a record is created, not updated.

Answer

Use a before-save flow to update the Account's BillingCountry field directly without additional DML.

Answer

Configure the flow to run asynchronously to avoid governor limits.

Question 16

An administrator at Northern Trail Outfitters is building a Record-Triggered Flow on the Case object that must run when a Case is created and the Priority is 'High'. The flow needs to update the Case's Status to 'Escalated' and then send an email to the case owner. Which TWO configurations are required to ensure the flow runs only when the Case is created and the Priority is 'High'? (Choose two.)

Accepted Answer

Configure entry criteria with a condition that Priority equals 'High'.. To ensure the flow runs only when a Case is created and the Priority is 'High', the administrator must set the trigger to run on create only and configure entry criteria that check if Priority equals 'High'. Entry criteria are evaluated before the flow runs, making them the most efficient filter. A Decision element could also check Priority, but entry criteria are the standard configuration for this purpose.

Answer

Set the flow to run in system context without sharing.

Answer

Add a Get Records element to retrieve the Case's Priority.

Answer

Add a Decision element that checks if the Priority equals 'High'.

Question 17

Cloud Kicks has a custom object 'Shipment__c' with a master-detail relationship to 'Order__c'. The administrator needs to create a new field on 'Shipment__c' that automatically calculates the total weight of all related 'Package__c' records. Which two actions should the administrator take to achieve this? (Choose two.)

Accepted Answer

Ensure that 'Package__c' has a master-detail relationship to 'Shipment__c'.. To automatically calculate the total weight of related 'Package__c' records on 'Shipment__c', the administrator should create a roll-up summary field on 'Shipment__c'. This requires that 'Package__c' has a master-detail relationship to 'Shipment__c'. Roll-up summary fields are the standard declarative tool for aggregating child records, making these two actions the correct combination.

Answer

Create a trigger on 'Package__c' that updates the parent 'Shipment__c' record.

Answer

Create a formula field on 'Shipment__c' that uses a cross-object formula to reference 'Package__c'.

Answer

Use a Process Builder to update the total weight field whenever a 'Package__c' record is created or updated.

Question 18

A large financial services company is implementing an Agentforce Service Agent to handle customer inquiries about account balances and recent transactions. The administrator must ensure the agent can securely access customer data and provide accurate responses. Which two configurations are required to enable the agent to retrieve data from Salesforce objects? (Choose two.)

Accepted Answer

Add the objects as data sources in the agent's Topic configuration and define the relevant fields.. To enable an Agentforce agent to retrieve data from Salesforce objects, the administrator must ensure the agent's running user has read access via a permission set, and the objects and fields must be added as data sources in the agent's Topic configuration. These two steps work together: the permission set grants the underlying access, while the Topic configuration tells the agent what data it can use.

Answer

Configure a Named Credential for each Salesforce object the agent needs to access.

Answer

Enable the Einstein Trust Layer and set data masking rules for all fields.

Answer

Assign the agent's running user a profile with the 'Modify All Data' permission.

Question 19

Universal Containers wants to provide a self-service portal for their customers to search for answers and log cases. Which THREE features are required to support this implementation?

Accepted Answer

Salesforce Knowledge. Supporting a customer-facing self-service portal involves integrating Knowledge for content, Case management for tracking, and Experience Cloud to host the community. These three elements work together to allow customers to find answers independently and escalate inquiries when necessary, reducing the load on support agents while providing a professional, branded interface that integrates directly with the internal Salesforce support environment.

Answer

Sales Cloud

Answer

Email-to-Case

Question 20

An administrator wants to improve agent productivity in the Service Console. Which THREE components should be added to the console layout?

Accepted Answer

Knowledge component. The Service Console is designed to consolidate the support experience. By adding Knowledge, Highlights Panels, and Interaction Logs, agents get instant access to information, clear record summaries, and a way to document progress without switching tabs. These components create a high-efficiency environment that reduces clicks and context-switching, directly contributing to faster case resolution and improved overall support metrics.

Answer

List Views

Answer

Report Charts