6167921
Description
Quiz by majra “majraputr, updated more than 1 year ago
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Created by majra “majraputr
over 8 years ago
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Question 1
Question
What action must you take in order to set up an entitlement process?
Answer
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set up service contracts with contract line items and entitlements.
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specify actions that you'll add to your entitlement process.
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delete all pending actions in the entitlement process que.
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set up milestone that you will add to the entitlement process.
Question 2
Question
Select an option below that ou would use to limit the number of records and assist wih data consistency.
Answer
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picklist and dependent picklist fields.
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custom formula field
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workflow field updates
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record types and page layout
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custom lookup fields and lookup filters.
Question 3
Question
What are the 2 ways content types cannot be used in CRM content? (choose 2)
Answer
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with layout contents field, to control the content detail page layout.
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with library rules, to limit the no. of libraries created
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with validation rules, to capture complete data
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with upload rules, to limit the size of content files.
Question 4
Question
The manager in charge of setting up and maintaining Salesforce Knowledge is retiring. What 3 things does her replacement need to know? -choose 3
Answer
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article version nos. must be assigned by a knowledge manager for tracking.
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data category visibility is assigned through roles and profiles.
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enabling certain knowledge features on a user record requires licensing.
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knowledge settings must be configured to allow users to create an article from a case
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solution category browsing must be enabled in solution settings.
Question 5
Question
When setting up a support process that is NOT based on individual service contracts, what step need to be taken while setting up entitlements?
Answer
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set up service contracts
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set up contract line items
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set up both service contract and contract line items
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customize entitlement fields and the entitlements page layouts.l
Question 6
Question
Holly created a new page layout that makes the "Type" field required. Andrew's security settings make the field read-only for him. Will he be able to edit the field?
Answer
- True
- False
Question 7
Question
Tony is swamped and needs help. His manager suggested creating some delegated admins. If created, what priviledges can be given to the delegated admins? -choose 3
Answer
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assign users to specified profiles
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modify the role hierarchy
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manage custom objects
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create and edit users
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modify profile permission
Question 8
Question
Please features from the list below that are included in live agent. - select all that apply
Answer
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pre-chat forms and post- chat pages
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block visitors by username
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share tje customers screen
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block visitors by ip address
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enable agents to include standard responses without having type each item
Question 9
Question
Nancy has a new visual workflow. which of the ff. cant be used to deploy visual workflow? -choose 2
Answer
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custom button
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custom link
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visualforce page
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field updates
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apex trigger
Question 10
Question
which of the following can salesforce communities npt be used for?- choose 2
Answer
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use the odeas tab for community users to submit, like and promote ideas.
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restrict communities to only be used by internal salesforce users
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ensure that reputation level is the same accross all communities
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have crowd sourced knowledge accessible in Q&A tab
Question 11
Question
Support reps are adding tags incorrectly to CRM contents in libraries. How can you enforce standard for tags? -choose 2
Answer
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enable workflow to send email alert for unnamed tag
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enable restrictive tagging
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guided tags
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change tagging field to multiselect picklist
Question 12
Question
which of the following os unique to salesforce knowledge?
Answer
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synonym search
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categories
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article types
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custom page layouts
Question 13
Question
Lindsey has a new employee and needs to grant them access to content, which liscense is required to use content?
Answer
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salesforce CRM content user
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salesforce CRM content contributor
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salesforce CRM content creator
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salesforce CRM content manager
Question 14
Question
In a private sharing model, what is a possible reason a user can view an acct. record owner or sys. admin.?
Answer
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acct. records can be shared with other users using the role hierarchy.
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user can be granted read/write access to the user via permission set
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create a look-up relationship
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record owner shares the record using sharing rules to the user
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