Angry Admin – Platform Admin Level 1 Practice Exam (PA)

A user at Universal Containers reports they are unable to log in. The administrator has verified the user’s username is correct and has tried resetting the password, but the user still cannot log in. The user was able to log in successfully last week. What is the most likely reason for this issue?

The VP of Sales at Cloud Kicks wants sales users to be able to view and report on all other sales users’ opportunities. However, the service team should not have any visibility into opportunities. Both teams are in separate branches of the role hierarchy. How should the administrator configure the sharing model to meet this requirement?

An administrator needs to grant a group of 5 users, each with a different profile, the ability to “Delete” and “Transfer” Lead records. The company’s security policy states that these permissions should only be granted for a temporary project and must be easily revocable without altering the users’ base profiles. What should the administrator do to meet this requirement? (Select 2 options)

Universal Containers has decided to change its fiscal year from starting in January to starting in June. What is a key implication the Salesforce Administrator must consider when enabling custom fiscal years?

The security team at a company wants to monitor all setup and configuration changes made by administrators over the past 6 months. They also want to prevent users from logging in and exporting a report of all customer data after 10 PM on weekdays. What security controls should the administrator use?

The VP of Sales wants the sales team’s Lightning Home Page to display a dashboard of their current quarter’s performance, a list of their open tasks, and their most recent opportunity records. The marketing team should continue to see the standard default Home Page. How can an administrator accomplish this?

An administrator needs to grant record access to a project team. The team consists of three users with the “Sales User” role, two users with the “Marketing User” role, and one user with the “Support Manager” role. The project requires them to collaborate on a specific set of Account records. What is the most efficient way to grant them all access to these records?

A user who was previously a Sales Representative has been promoted to Sales Manager. This new role requires create/edit access to forecast and dashboard records, which was not part of their previous access level. What is the best practice for an administrator to update the user’s permissions?

A company is implementing a new security policy that requires stricter control over its Salesforce org. The Chief Information Security Officer has asked the administrator to review all settings related to user session security and password policies. Which two of the following should the administrator review and configure? (Select 2 options)

An administrator needs to temporarily prevent a user from logging into Salesforce while an internal compliance review is being conducted on their account. The admin does not want to deactivate the user, as this would remove them from public groups and other system settings. What is the correct action to take?

A sales manager wants a view of all open opportunities with a value over $100,000 that are owned by anyone on their team. The manager wants this view to be accessible from the Opportunity tab and not require a report to be run. How should the administrator fulfill this request?

Universal Containers is expanding its operations to Japan and Germany. The administrator needs to configure Salesforce to support sales in JPY, EUR, and the corporate currency of USD. What settings must the administrator configure to allow users to create opportunities in these different currencies? (Select 2 options)

A developer at a custom furniture company is building an application to track Pieces of furniture and the Components used to build them (e.g., legs, screws, tabletops). A Component record should not be able to exist without being linked to a specific Piece record. If a Piece record is deleted, all its associated Component records must also be deleted automatically. Which type of relationship should be created on the Component object?

An administrator has been informed that a custom text field named “Legacy_ID__c” on the Account object is no longer needed and should be removed. The field contains unique ID numbers from a now-retired external system. What is the primary consequence of deleting the field from the Object Manager?

Cloud Kicks sells both custom-designed sneakers and standard apparel. The sales process for custom sneakers involves unique stages like “Design Approved” and “Materials Procured,” which are different from the standard apparel sales stages. Additionally, the page layout for custom sneaker opportunities must display specific fields related to the design. How should an administrator configure this?

The Marketing team at Universal Containers wants to see a “Lead Source Detail” field on Lead records, but the Sales team finds this field distracting and does not want it on their view. Both teams use the same record type for Leads. What is the most efficient way for the administrator to meet this requirement?

A university recruiting app needs to track Students and the Courses they are enrolled in. A single Student can be enrolled in many Courses, and a single Course can have many Students enrolled. How should a developer model this relationship declaratively? (Select 2 options)

The sales team wants to see the number of days an opportunity has been open on the opportunity record page. The open duration should be calculated as today’s date minus the created date, but only if the opportunity is not yet closed. If it is closed, the value should be blank. How can an administrator implement this?

A Salesforce administrator is explaining the standard object model to a new employee. Which statement accurately describes the relationship between the standard Account and Contact objects?

An administrator needs to configure the Case object for a new support process. When a user selects the “Product Defect” Case Type, the “Severity” and “Product Family” picklist fields must be displayed and required. For all other Case Types, these fields should be hidden. Which features must be configured to accomplish this? (Select 2 options)

A company has a custom “Region” object and a standard “Account” object. The administrator needs to create a relationship where an Account can be optionally associated with a Region. If a Region record is deleted, any Accounts linked to it should remain in the system, with the Region field simply becoming blank. What type of relationship field should be created?

An administrator is planning to delete a custom currency field from the Lead object that was used for a temporary marketing campaign. The marketing director has asked for an export of the data in that field before it is removed. What steps should the administrator take before deleting the field? (Select 2 options)

Universal Containers has two distinct support teams: Technical Support and Billing Support. The case resolution process and the values in the Case Status field are different for each team. For example, Technical Support uses “Awaiting Customer Test,” while Billing Support uses “Awaiting Payment.” How should the administrator configure this?

An administrator wants to add the “Einstein Next Best Action” component to the Account record page. However, the component should only be visible to users who have the “Sales Manager” profile. How can this be configured using the Lightning App Builder?

The sales manager at Cloud Kicks wants to ensure that when an opportunity is in the “Negotiation” stage, it cannot be reverted to any stage prior to “Proposal.” The opportunity should only be able to move forward to “Closed Won” or “Closed Lost” from the “Negotiation” stage. How can an administrator enforce this?

Universal Containers generates leads from its website. All leads originating from California, Oregon, or Washington should be automatically directed to a group of sales reps called the “West Coast Sales Team” for them to claim. How should this be configured?

The marketing team at Universal Containers just completed a large email marketing initiative for a new product launch. They want to track which leads and contacts responded to the initiative and analyze the total value of opportunities that were generated as a result. Which Salesforce object should they use to facilitate this?

A sales manager is concerned that their team is not focusing on the opportunities most likely to close. The team is spending too much time on deals that are ultimately lost. The manager wants a data-driven way to help reps prioritize their efforts. Which sales productivity feature would be most beneficial?

When a sales rep at Cloud Kicks successfully converts a Lead, the sales manager wants to ensure that a new record is created to track the potential deal and that the company information is stored for future business. What two standard objects are typically created automatically upon lead conversion? (Select 2 options)Account

Sales reps at Universal Containers often struggle to remember what information to gather and what tasks to complete at each stage of the opportunity sales process. The sales manager wants to provide guidance and best practices directly on the opportunity record page. What feature should an administrator configure?

The marketing team is hosting a webinar and wants to track all registrants in Salesforce. When a new person registers, a Lead should be created. All leads from this webinar should be automatically assigned to the marketing team for qualification. What combination of features should the administrator use? (Select 2 options)

Cloud Kicks offers support via email. When a new case is created from an email, it needs to be available for any member of the Tier 1 support team to take ownership of and begin working on. How should an administrator configure this?

Universal Containers has a service-level agreement (SLA) that requires all “High” priority cases to be resolved within 4 business hours. If a high-priority case remains in “New” status for more than 1 hour, it must be automatically reassigned to the Tier 2 Support queue. Which automation tool should be used for this?

A company’s support department has different teams to handle different types of inquiries. Cases originating from the “Contact Us” form on the corporate website should be assigned to the “Web Support” queue. Cases created manually by internal users for billing issues should be assigned to the “Billing Team” user. How can an administrator automate this routing?

When a customer submits a new case through a Web-to-Case form, Universal Containers wants to send an immediate, automatic email to the customer. This email should confirm that their case has been received and provide them with a case number for their records. What should the administrator configure?

A support manager wants to improve the efficiency of the support team. They want agents to have a single, unified view of all customer interactions and want to provide agents with pre-written answers to common questions to reduce response times. Which Service Cloud features would help achieve these goals? (Select 2 options)

An administrator needs to implement several automations for the case management process. The requirements are to automatically assign cases based on their origin, send an email to the customer upon creation, and re-assign the case to a manager if it’s not closed within its SLA time. Which set of automation tools should the admin use? (Select 2 options)

Cloud Kicks provides two levels of customer support: Standard and Premium. For Premium cases, the support agents need an additional Case Status value of “Awaiting VIP Confirmation.” This value should not be available for Standard support cases. How should the administrator configure this?

A sales rep has just finished a discovery call with a key contact for a large opportunity. The rep needs to document the notes from the call and schedule a task to send a follow-up proposal in two days. What is the most efficient way to do this in Lightning Experience?

A sales team has just landed a major new client. The account manager wants to share the news and a few key documents with a specific group of people from the sales, legal, and implementation teams to kick off the project. They want to contain the conversation in one place. What is the best way to do this using Chatter?

The field service team at a company needs to be able to access and update their work orders while on site, even in locations with poor or no internet connectivity. They also need a quick way to create a new Lead by scanning a business card at a trade show. What should the administrator recommend? (Select 2 options)

Universal Containers needs a solution to generate complex, multi-page contracts and proposals as PDFs directly from the Opportunity object. The documents need to include data from related objects and have specific corporate branding. The company does not have in-house developers. What is the most appropriate recommendation?

An administrator needs to perform a one-time import of 80,000 new Lead records from a CSV file provided by the marketing team. The admin needs the ability to save the field mapping for a potential future import and wants to prevent duplicate records from being created based on email address. Which tool is the best choice?

A sales manager wants a single report that shows all of their team’s opportunities, with the total value subtotaled by the current Stage and then broken down by each Opportunity Owner within that stage. How should the administrator create this report?

A sales director created a dashboard for their team. The dashboard has a chart that is supposed to show each sales rep their own personal pipeline of open opportunities. However, when the reps view the dashboard, they all see the sales director’s complete pipeline, not their own. What is the most likely cause of this issue?

Cloud Kicks wants to ensure that when a sales rep enters a discount on an Opportunity, the “Discount Percentage” (a custom percentage field) must be greater than 0% but no more than 30%. An error message should be displayed if the entered value is outside this range. What is the best way to enforce this?

A service agent is looking at an “All Open Cases” report and tells their manager they cannot see a specific high-priority case that they know exists and is owned by a colleague on a different team. The agent has read access to Cases on their profile. What is the most likely reason the agent cannot see the record in the report?

A financial services company is required by law to perform a complete monthly backup of all data and configuration metadata from their Salesforce org. What are the recommended native options for the administrator to perform this backup? (Select 2 options)

A sales VP wants a dashboard to monitor the quarterly performance of the entire sales department. They have requested components to show the total value of closed-won deals this quarter, a breakdown of open deals by stage, and a list of the top 5 largest open deals. Which dashboard components would be most appropriate? (Select 2 options)

An administrator needs to build a report that identifies all Account records in the system that do not have any associated Contact records. The goal is to find “empty” accounts for a data cleanup project. How can the admin create this report?

When an Opportunity record’s stage is updated to “Closed Won,” the finance team requires that a new Contract record be automatically created and linked to the Account. Additionally, a Chatter post should be made on the opportunity to celebrate the win. Which automation tool can perform both of these actions declaratively?

Universal Containers has a policy that any Opportunity with a discount percentage over 20% must be approved by the sales rep’s direct manager. If the discount is over 40%, it must first be approved by the manager, and then by the Regional VP of Sales. How should this be automated?

A customer support team needs a standardized process for troubleshooting a product issue. The manager wants to provide support agents with a guided, step-by-step script on their screen. The script should ask a series of questions and, based on the agent’s input, present the next appropriate question or solution. Which tool is best suited for building this?

When the billing address on a corporate Account is updated, the company policy requires that the mailing address on all related Contact records should be updated to match the new address. Which declarative automation tool should be used to implement this?

An administrator is building an approval process for employee time-off requests. What actions can be configured to happen automatically when a request is initially submitted, finally approved, or finally rejected? (Select 2 options)

An administrator needs to build a process that runs every night at 2 AM. The process must find all Case records that have been in “Awaiting Customer Response” status for more than 7 days and automatically change their status to “Closed – No Response.” Which automation tool should be used?

A company’s process requires that whenever a “Hot” opportunity is won, an order fulfillment request must be sent to an external, third-party logistics system. The external system exposes a SOAP web service endpoint to receive these requests. Which declarative automation tool can send this message without writing code?

A sales rep submits an opportunity for a discount approval. The approval process requires the Sales VP to approve the request. While the opportunity is in the approval process and awaiting the VP’s decision, what happens to the record?

An administrator is building a single, complex Flow to manage the onboarding of a new client. The flow needs to guide the user through collecting contact information, allow them to upload a signed contract, and then automatically create a set of introductory tasks. What elements would be used in this Flow? (Select 2 options)

Each time a new Account is created with the “Type” field set to “Key Customer,” the Account owner must complete three introductory tasks: “Initial Welcome Call,” “Schedule Onboarding,” and “Send Welcome Kit.” These tasks should be created automatically. Which is the most appropriate automation tool for this requirement?