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ADM 211 sfdcstudy.org Questions

Beschreibung

ADM201 Salesforce (ADM 211) Quiz am ADM 211 sfdcstudy.org Questions, erstellt von student kilo am 14/06/2017.
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Zusammenfassung der Ressource

Frage 1

Frage
Of the options below what would you use to limit the number of records returned and assist with data consistency?
Antworten
  • Picklist and dependent picklist fields
  • Custom lookup fields and lookup filters
  • Custom formula fields
  • Record types and page layouts
  • Workflow field updates

Frage 2

Frage
Your boss wants you to make a report that shows sales growth year over year, which logical command should you use?
Antworten
  • priorval custom field + modifier
  • prevGroupVal
  • Parentgroupval
  • preVal

Frage 3

Frage
What do you need to configure on a profile to allow it to find duplicate records?
Antworten
  • Read and Edit
  • View All
  • Merge
  • Delete

Frage 4

Frage
Please identify features from the list below that are included in Live Agent. Choose 3 answers.
Antworten
  • Pre-Chat Forms and Post-Chat pages
  • Block visitors by IP Address
  • Share the customer's screen
  • Block visitors by username
  • Enable agents to include standard responses without having to type each time

Frage 5

Frage
If Kristian is always traveling and rarely remembers to bring his computer, how can Andy the admin make it possible to approve work orders from Kristian’s phone? Choose 2 answers.
Antworten
  • Enable email approval
  • Enable chatter feed approval
  • Enable Salesforce1 for approval processes
  • Enable SMS/IM approval

Frage 6

Frage
How can Michael become the owner of a record he did not create? Choose 3 answers.
Antworten
  • Michael accepts record from a queue
  • If Michael is above the current owner of the record in the role hierarchy
  • If Michael is already a record owner
  • If someone shares the record with Michael
  • If Michael has Modify All Data

Frage 7

Frage
What would you use to ensure users are only able to enter permissible value in a field?
Antworten
  • A workflow formula field update
  • A validation rule
  • An auto response rule
  • A workflow field update

Frage 8

Frage
The sales manager wants to have the Opportunity Owner field changed to “Second Chance Sales Team” when the opportunity status is changed to Closed-Lost. What method would you use to do this?
Antworten
  • Create an Auto response rule on the parent account
  • Create a Workflow field update on the opportunity
  • Create an Escalation rule on the parent account
  • Create a Validation rule update on opportunity

Frage 9

Frage
Which of the following would cause an Account ID field (required) to not be populated for certain records?
Antworten
  • The Account ID field is hidden
  • The administrator forgot to add the Account ID field in the page layout
  • The Account ID field is set to Read Only for two profiles
  • The record owner is above the running user in the role hierarchy

Frage 10

Frage
Curl Up and Dye Sales uses Collaborative Forecasting in their Salesforce org. What items will their sales reps not see on the Forecast tab?
Antworten
  • Quotas
  • Data Source
  • Forecast Categories
  • Opportunity List column
  • Forecast range

Frage 11

Frage
The support manager needs a report to track the number of cases per week for the next six months to support her request to hire another support rep. How would you comply with her request?
Antworten
  • Use reporting snapshots to give her the data she needs
  • Create a custom report type for her report
  • Run an existing Standard report
  • Create an Exception report

Frage 12

Frage
Jeremiah needs to set up a relationship between the Demolition Derby object and the Potential Driver object. Each Demolition Derby record should have many Potential Drivers and each Driver should be able to apply for multiple Derby’s. When Potential Driver’s are disqualified their record should be deleted from the Potential Driver record as well as any related information in the Demolition Derby object. What does Jeremiah need to do to configure this?
Antworten
  • Create a lookup relationship using a Junction object
  • Create a many-to-many master-detail relationship using a junction object
  • Create a lookup relationship on the Potential Driver object
  • Create a master-detail relationship on the Potential Driver object

Frage 13

Frage
Customers are complaining they don’t know where to submit service request. How can the administrator enable these? Choose 2 answers.
Antworten
  • Enable a live chat option available on the company website
  • Enable Chatter answers
  • Enable the service cloud console on the company website
  • Enable Case Feed on the company website

Frage 14

Frage
A marketing user has been asked to assist on a certain project that he will need additional permissions for. Since other users share his profile, how do you grant access to him without granting access to other marketing users? Choose 2 answers. (This marketing user is a special snowflake that needs access).
Antworten
  • Permission set
  • Delegated administration
  • Sharing Rules
  • Role Hierarchy

Frage 15

Frage
What access does the “Enable Content Pack Creation” setting allow? Choose 2 answers.
Antworten
  • Users can modify existing content packs
  • Users can only edit the description and title of existing content packs
  • Users cannot do anything to existing content packs
  • Users can create new content packs

Frage 16

Frage
Which of the following rolls up for both customizable and collaborative forecasting?
Antworten
  • Expected Revenue
  • Quota
  • Opportunity Amount
  • Amount

Frage 17

Frage
The Sales Manager wants to create different price books for the Eastern, Western, Northern and Southern regions. How does an administrator do this?
Antworten
  • Clone the standard pricebook and create separate pricebooks for each region.
  • Create a separate pricebook for each region.
  • Add a different list price for products depending on the region.
  • Add the four different regions, and a new price book is automatically created from the standard pricebook.

Frage 18

Frage
New system administrator Brian has realized the prior system administrator had created the Candidate to Job Application relationship as a lookup rather than a master-detail relationship. In order to correct this, Brian needs to configure the Candidate field on the Job Application object to be a master-detail field instead of a lookup. What does he need to verify first?
Antworten
  • He needs to make sure the Candidate field is set to Required
  • He needs to verify that the Candidate field contains a value in all records
  • He needs to verify that the Candidate field has a related record

Frage 19

Frage
Donna, a new HR rep, wants a picklist field on the Position object by end of day tomorrow. You are swamped, and don’t have time to do this for her. Your manager has approved Donna to have access so she can fulfill the request herself. How do you give her access?
Antworten
  • Make Donna a delegated administrator for the Recruiting app.
  • Make Donna a delegated administrator for the Position object.
  • Assign Donna the "Modify All Data" permission set.
  • Change the organization-wide default for the Position object to Public Read/Write

Frage 20

Frage
Cases of potentially supernatural origin must be restricted to only Level 5 and Level 6 profiles. How can the administrator ensure Level 5 and Level 6 agents have clearance while maintaining security?
Antworten
  • Removed the record type access for all users except those with Level 5 or Level 6 permissions
  • Give the "view all data" to agents with the Level 5 or Level 6 profiles
  • Create a new profile and assign the 5 agents to it
  • Create a criteria based sharing rule to share with agents with the Level 5 or Level 6 profiles

Frage 21

Frage
Sales reps want to learn more about their potential customers by utilizing the Social Accounts, Contacts and Leads functionality. What options would the system administrator have to enrich their data?
Antworten
  • Use Facebook to import educational background
  • Use the Company's Salesforce Facebook account
  • Use Linkedln to import educational background
  • Use Twitter to view recent tweets posted by a contact

Frage 22

Frage
Whoyah Sales experiences a very high rate of turnover for sales reps. Management needs an automated process to change the Deal status to “Sales Rep Inactive” after 10 days of no action on the account so it can be reviewed and approved by the manager as a still active account. What automation process can accommodate this most effectively?
Antworten
  • Validation Rule, Assignment Rule, Approval Process
  • Assignment Rule, Approval Process, Workflow Rule
  • Assignment Rule, Approval Process
  • Assignment Rule, Auto Response Rule, Workflow Rule

Frage 23

Frage
Which of the following can Salesforce Communities NOT be used for? Choose 2 answers.
Antworten
  • Use the Ideas tab for community users to submit, like, and promote Ideas
  • Restrict Communities to only be used by internal Salesforce users
  • Ensure that Reputation level is the same across all communities
  • Have Crowd sourced Knowledge accessible in Q&A tab

Frage 24

Frage
What two tools have the capability of deploying metadata between organizations regardless of whether or not they are related? Choose 2 answers.
Antworten
  • Change Sets
  • Force.com IDE
  • Unmanaged Packages
  • Force.com Migration Tool

Frage 25

Frage
A developer has completed work in the sandbox and is ready to send it to a related org, what deployment tool should be used?
Antworten
  • Change Sets
  • Force.com IDE
  • Unmanaged Packages
  • Force.com Migration Tool

Frage 26

Frage
Daryll is complaining the status field is no longer on the custom account page layout. What should you check?
Antworten
  • Setup Audit Trail
  • Field History Tracking
  • System Log
  • Field Audit

Frage 27

Frage
Alex submitted a time off request to his manager, however, the manager has not done anything about it because he didn’t get the email notifications. What should you check? Choose 2 answers.
Antworten
  • Email Log
  • Setup Audit Trail
  • Debug Log
  • Time-Based Workflow

Frage 28

Frage
The new VP has requested that you set up entitlements. What permissions do you need to do this? Choose 2 answers.
Antworten
  • Manage Entitlements
  • Customize Application
  • Customize Entitlement
  • Manage Application

Frage 29

Frage
Chloe submitted a change set for deployment, but it is missing a component. How can you fix this before her boss finds out?
Antworten
  • Deploy the change set and then submit another change set for deployment
  • Edit the change set, deactivate it and then add the missing component
  • Create another change set containing all components and deploy it
  • Clone the change set, edit the components and deploy the new change set

Frage 30

Frage
Kevin has problems determining what prices to give to the customer. List the three prices that Kevin has available to him. Choose 3 answers.
Antworten
  • Sales Price
  • Manager's Special
  • Discounted Product Price
  • List Price
  • Standard Price

Frage 31

Frage
Noah wants a new lead to be generated every time a support case is logged. How can this be done?
Antworten
  • Use an Apex Trigger
  • Enforce an opportunity naming guideline for Sales Reps
  • Create a Workflow Rule with an immediate workflow trigger to update the opportunity name field using concatenate
  • Use validation to update the field

Frage 32

Frage
Support reps are adding tags incorrectly to CRM content in libraries. How can you enforce standards for tags? Choose 2 answers.
Antworten
  • Enable restrictive tagging
  • Change Tagging Field to multiselect picklist
  • Enable workflow to send email alert for unnamed tags
  • Guided tags

Frage 33

Frage
How can Noah keep his sales reps from creating all accounts with the same name?
Antworten
  • Use the HLOOKUP operator in a validation rule for the account name
  • Use the VLOOKUP operator in a validation rule for the account name
  • Make the account name field unique
  • Use an APEX Trigger

Frage 34

Frage
Noah went to a conference and heard about the Force.com IDE. He has asked you to configure it, and you have come back to him for additional information. What information do you need EXCEPT?
Antworten
  • Target environment
  • Username and password
  • Metadata components
  • Inbound and outbound change sets

Frage 35

Frage
Tonya just got her Advanced Administrator certification, and thinks her organization can really benefit from Territory Management. The VP wants to know what considerations they need to take into account before he will let her implement it. What should be considered EXCEPT?
Antworten
  • Once enabled it cannot be disabled
  • It does not work in parallel with sharing functions
  • You need to contact Salesforce to have it enabled
  • Forecasts are derived from Territory hierarchy not Role hierarchy

Frage 36

Frage
Wok this Way has a custom field on its Contact record for Employee IDs. For security purposes, only Mick, the system administrator, has access to this field. Mick has been swamped and needs help updating the Employee ID numbers for new employees. What does he need to do to enable the Recruiters and Assistants to help him with this? Choose 2 answers.
Antworten
  • Change the access levels in the Recruiter and Assistant profiles to Read/Write for the Employee ID field.
  • Create a sharing rule for the Position object using criteria based sharing on the Employee object
  • Create a permission set with Read/Write to the Employee ID field and assign it to the assistant and recruiter users.

Frage 37

Frage
Tonya received a call from a sales rep saying that he is submitting quotes, but they are not showing up on related opportunities. Why would this happen? Choose 2 answers.
Antworten
  • The attached currency is no longer active
  • The quote contains an archived list price
  • The quote is attached to a closed opportunity
  • The user does not have Edit permissions on the quote

Frage 38

Frage
The manager in charge of setting up and maintaining Salesforce Knowledge is retiring. What three things does her replacement need to know? Choose 3 answers.
Antworten
  • Data category visibility is assigned through roles and profiles
  • Article version numbers must be assigned by a Knowledge Manager for tracking
  • Enabling certain Knowledge features on a user record requires licensing
  • Knowledge settings must be configured to allow users to create an article from a case
  • Solution category browsing must be enabled in Solution settings

Frage 39

Frage
The manager at Fine Chit Metal Machinery is concerned that his sales reps are ignoring potential customers. To help better track opportunities, he would like a custom status field to be set to “Inactive” if there has not been contact in the past 30 days. The last contact field is already enabled. In an attempt to be proactive, what else does the administrator need to configure?
Antworten
  • Enable field history tracking on the field and include the history in a custom report filter
  • Create an approval process that submits the opportunity for approval when the custom checkbox is true
  • Create a workflow rule that updates the field when the probability drops below 50%
  • Build a validation rule that displays an error

Frage 40

Frage
The sales manager at Dump Loads on Us needs a report that shows all opportunities that do not have any activities. What report type will fill this need? Choose 2 answers.
Antworten
  • A custom report type with Opportunity as the primary object and Activity as the secondary object
  • An opportunity report with a cross object filter of opportunities without activities
  • A joined report using an opportunity report in Block A; a task and event report filtered by tasks for Block B
  • A standard opportunity filtered by the field Last Activity and a custom date range that is blank

Frage 41

Frage
Which of the following is not an available action for a milestone?
Antworten
  • Success actions
  • Repeat actions
  • Warning actions
  • Violation actions

Frage 42

Frage
What action must you take in order to set up an entitlement process?
Antworten
  • Set up service contracts with contract line items and entitlements
  • Specify actions that you'll add to your entitlement process
  • Set up milestones that you will add to the entitlement process
  • Delete all pending actions in the entitlement process queue

Frage 43

Frage
When using entitlements which of the following page layouts should be considered for customization?
Antworten
  • Entitlements Page Layout
  • Case Page Layout
  • Account Page Layouts
  • Contact Page Layout
  • All of the Above

Frage 44

Frage
When setting up a support process that is NOT based on individual service contracts, what step needs to be taken while setting up entitlements?
Antworten
  • Set up service contracts
  • Set up contract line items
  • Set up both service contracts and contract line items
  • Customize entitlements fields and the entitlements page layouts

Frage 45

Frage
Linda, the new admin, has been asked to set up entitlements. What does she need to do first?
Antworten
  • Specify the entitlements-related lookup filters on cases
  • Enable entitlement management
  • Set up service contracts
  • Customize entitlement fields

Frage 46

Frage
Which of the following is NOT unique to Salesforce knowledge?
Antworten
  • Article types
  • Categories
  • Synonym Search
  • Custom Page Layouts

Frage 47

Frage
Which of the following is NOT true about Salesforce Knowledge article types?
Antworten
  • An organization must have 2 article types to enable Knowledge
  • Typically article types are short HTML documents
  • Article Types may include attachments
  • Article types should enable 'actionable' content

Frage 48

Frage
Noah wants to know why the company has Salesforce Knowledge, who is supposed to use it?
Antworten
  • Support Agents
  • Sales Rep
  • End Customers
  • Internal Training Team
  • All of the above

Frage 49

Frage
A phone rep is going through a Visual Workflow to attempt a cross selling function. Which Visual Workflow element would be used to prompt the rep to end the call?
Antworten
  • Step
  • Screen
  • Decision
  • Assignment

Frage 50

Frage
Sales reps need a Visual Workflow element added to create new opportunity records, which should be used?
Antworten
  • Record Update
  • Record Lookup
  • Record Delete
  • Record Create

Frage 51

Frage
When creating a Visual Workflow you need to set an Opportunity name variable to “Promotion Type”, what should be used?
Antworten
  • Record Update
  • Record Create
  • Assignment
  • Decision

Frage 52

Frage
For proper handling customers need to be sent to different departments based on which type of product they use, which Visual Workflow element should you use to route customers?
Antworten
  • Step
  • Screen
  • Decision
  • Assignment

Frage 53

Frage
Nancy has a new Visual Workflow, which of the following CANNOT be used to deploy a Visual Workflow? Choose 2 answers.
Antworten
  • Custom button
  • Custom Link
  • Visualforce Page
  • Apex Trigger
  • Field Updates

Frage 54

Frage
When working with a Visual Workflow, how many versions of the flow can be active at one time?
Antworten
  • 1
  • 2
  • 4
  • 8

Frage 55

Frage
When working with a Visual Workflow, how many flows can you have at one time?
Antworten
  • 20
  • 30
  • 40
  • 50

Frage 56

Frage
What are two ways content types CANNOT be used in CRM content? Choose 2 answers.
Antworten
  • With library rules, to limit the number of libraries created
  • With validation rules, to capture complete data
  • With upload rules, to limit the size of content files
  • With content fields, to control the content detail page layout

Frage 57

Frage
Lindsey has a new employee and needs to grant them access to Content, which license is required to use Content?
Antworten
  • Salesforce CRM Content User
  • Salesforce CRM Content Contributor
  • Salesforce CRM Content Creator
  • Salesforce CRM Content Manager

Frage 58

Frage
Judy has written a 20GB document and wants to upload it to CRM content but keeps getting an error message. What is the maximum file size that can be uploaded?
Antworten
  • 10GB
  • 100MB
  • 2GB
  • 500MB

Frage 59

Frage
John likes to group leads based on a custom Region field, however, some leads are coming in with the field blank. What should he do to make sure the value is always entered?
Antworten
  • Make the Region field universally required
  • Make the Region field required on all page layouts
  • Create a custom validation rule on the Region field

Frage 60

Frage
Mike needs to make some changes in his source code control system, which deployment tools will allow him to do so? Choose 2 answers.
Antworten
  • Change Sets
  • Force.com IDE
  • Force.com Migration Tool
  • Data Loader

Frage 61

Frage
Kelci just made a new custom tab for a custom object. Which of the following will have occurred? Choose 3 answers.
Antworten
  • A home page has been created for the custom object
  • Users are now able to search for records from the custom object
  • The new records of the custom object will only be able to be accessed from the related list on the parent record
  • A custom app with the custom tab has been automatically generated
  • New records of the custom object are now able to be created from the sidebar

Frage 62

Frage
Tiffany is learning more about master-detail relationships, can you tell her which of the following are true? Choose 2 answers.
Antworten
  • Record access of detail records will be controlled by the master record
  • A master record and a related detail record can have different owners
  • Deleting a master record, also deletes the detail record
  • A detail record can be shared using sharing rules

Frage 63

Frage
Sarah would like to create a custom app for her users, what benefit can she highlight to Noah to help him be on board?
Antworten
  • Provides users with a place to share and install apps
  • Allows users to manage custom objects and tabs
  • Gives users access to the tabs and records they need
  • Differentiates standard and custom objects for users

Frage 64

Frage
Tony is swamped and needs help. His manager suggested creating some delegated admins. If created what privileges can be given to the delegated admins? Choose 3 answers.
Antworten
  • Modify the Role Hierarchy
  • Create and Edit Users
  • Assign Users to Specified Profiles
  • Modify Profile Permissions
  • Manage Custom Objects

Frage 65

Frage
Management needs a benchmark of how much should be sold withing a certain time frame. Which forecasting schedule type should you use?
Antworten
  • Quota
  • Pipeline
  • Forecast

Frage 66

Frage
Management wants to know how many opportunities are at each stage. Which forecasting schedule type should you use?
Antworten
  • Pipeline
  • Forecast
  • Quota

Frage 67

Frage
Management would like a Forecast schedule type that is expressed in dollar amount, units of product family, or both, which schedule should be used?
Antworten
  • Pipeline
  • Forecast
  • Quota

Frage 68

Frage
Which of the following statements are NOT true about an end user’s forecast?
Antworten
  • It is updated in the system every evening at 5 PM
  • This aggregate can be dollars of revenue
  • This aggregate can be units of product
  • Rolls up according to the forecast history

Frage 69

Frage
Noah is getting complaints from accounting that the business fiscal year does not match the fiscal year in Salesforce. What should you have him consider before enabling a custom year? Choose 3 answers.
Antworten
  • You will need to backup all data before enabling custom fiscal years
  • The structure of a custom fiscal year can only be defined from the available template
  • It is possible to define non-standard quarter lengths using custom fiscal year
  • It is possible to define a non-standard number of quarters
  • Because standard fields can't be modified, the Salesforce.com fiscal year will continue to apply to reports, quotas, forecasts and so on

Frage 70

Frage
Which statement regarding the Opportunity field, “Stage”, is NOT true?
Antworten
  • There are 10 default stage values
  • The list of default stage values cannot be added to or edited
  • Other sales methodologies can be downloaded from the AppExchange

Frage 71

Frage
When using Customizable Forecasts, which forecast category is NOT included in the forecast?
Antworten
  • Closed
  • Omitted
  • Pipeline
  • Best Case

Frage 72

Frage
Andrew needs to import revenue quota data for Collaborative Forecasts and is using the Data Loader. What information must he include in the import file? Choose 3 answers.
Antworten
  • User record ID
  • Start date of the forecast period
  • User full name
  • Quota amount
  • Quota opportunity

Frage 73

Frage
Kevin has set the standard price of an item, what else does he need to do in order to add it to a Custom Price Book?
Antworten
  • Enter a product code
  • Enter a product description
  • Check the Active checkbox
  • Select a product family

Frage 74

Frage
Kim wants to set a List Price for a Product. What two things should she do first? Choose 2 answers.
Antworten
  • Update all items in the Standard Price Book
  • Update all items in the Custom Price Book
  • Create the Product
  • Define the Product's Standard Price
  • Specify a Quantity or Revenue Schedule

Frage 75

Frage
The company’s organization-wide defaults for access to Price Books are set to Use, however, only Sales Managers should have access to Price Books. What is your first step to resolve this?
Antworten
  • Change the organization-wide defaults to No Access
  • Change the organization-wide defaults to View Only
  • Change the Sales Reps' access rights, but leave the organization-wide default settings alone

Frage 76

Frage
Bokay Florists sell prepaid memberships where the customer pays once a year for flowers to automatically be delivered once a month. What type of schedule should their admin set up?
Antworten
  • Default Quantity Schedule
  • Default Revenue Schedule
  • Default Revenue and Quantity Schedule
  • Custom Revenue Schedule

Frage 77

Frage
Which of the following statements about Standard and Custom Price Books in NOT accurate?
Antworten
  • A standard price book includes a master list of all Products and their associated Standard Prices
  • A custom price book includes a master list of all Products with their associated Custom Prices
  • A custom price book is a subset of the Products listed in the Standard Price Book

Frage 78

Frage
Tom needs to upload quota data for all users in Collaborative Forecasts. Which permissions does he need? Choose 2 answers.
Antworten
  • Manage Quotas
  • Customize Quotas
  • View all Forecasts
  • View all Data
  • Customize Forecasts

Frage 79

Frage
Which of the following is NOT true regarding Salesforce Console for Sales? Choose 2 answers.
Antworten
  • To assign Sales Console access permission, you must edit the user record
  • An add-on license is required for every user who will need access to the console
  • You can edit user profiles to assign this license to a group of users
  • It is necessary to edit the user record to assign this license to the user
  • To activate the Sales Console, you need to check the Sales Console permission checkbox in the appropriate permission set

Frage 80

Frage
When using a change set what is the proper process?
Antworten
  • Create, Monitor, Deploy
  • Deploy, Combine, Monitor
  • Validate, Deploy, Monitor
  • Create, Validate, Monitor

Frage 81

Frage
Sonya keeps trying to file her vacation leave request that should be approved by a manager but she is unable to submit the request. What could be the possible cause?
Antworten
  • She has not been assigned a direct manager
  • There is an error in the approval process
  • The approval process has not been activated for her
  • She is not a manager of anyone

Frage 82

Frage
Noah wants the amount field to increment every time the Opportunity stage is changed. How can this be done?
Antworten
  • Create a workflow field update on the opportunity
  • Create a workflow field update on the account
  • Use rollup summary on the account
  • Use a cross object formula

Frage 83

Frage
What objects are NOT supported when creating a custom report type for Collaborative Forecasts? Choose 2 answers.
Antworten
  • Accounts
  • Forecasting Items
  • Forecasting Quotas
  • Forecasting Categories
  • Opportunities

Frage 84

Frage
Lilly needs to see performance data on individual sales reps regarding Accounts, Opportunities and Cases. How should she configure this?
Antworten
  • Activate "Enable Viewing My Team's Dashboard" permission
  • Create dashboards for each of them
  • Create a Dynamic Dashboard and add filters on Users, Accounts, Opportunities and Cases
  • Created a Dashboard and add a filter on Users, Account, Opportunities, and Cases

Frage 85

Frage
You have created a workflow rule to send an email in your configuration sandbox. For some reason its not working, what should you double check? Choose 2 answers.
Antworten
  • You have the correct email address
  • HTML does not work in sandbox, make sure your email has no HTML
  • Check the deliverability settings
  • Look at the system audit trail

Frage 86

Frage
Your training a new agent on how to use live agent, which of the following can they NOT do in a LiveAgent chat window? Choose 2 answers.
Antworten
  • Escalate the case from the chat window
  • Transfer chat to another agent
  • Have multiple users in one chat session
  • Open a social network from the chat window
  • View more about the customer by clicking the detail button

Frage 87

Frage
Noah wants a report that shows how many cases and closures for all of his subordinates at 6PM each day. How can you configure this?
Antworten
  • Use a dynamic dashboard for all subordinates
  • Use a single dashboard and apply cross filters
  • Use a single dashboard with an Analytic Snapshot
  • Use a dynamic dashboard and specify each individual
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