| Exam Code | ADM-201 |
| Exam Name | Salesforce Certified Administrator (SU23) |
| Questions | 248 |
| Update Date | September 26,2023 |
| Price |
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Ursa Major classifies its accounts as Silver, Gold, or Platinum Level. When a new case is created for aSilver or Gold partner, it should to the Regular Support Queue. When an account is Platinum Level, it should automatically go to the Priority Support Queue.What should the administrator use to achieve this?
A. Assignment Rules
B. Case Rules
C. Workflow Rules
D. Escalation Rules
The Support team at Ursa Major Solar prefers using split list views on the case homepage. Occasionally, the team views shipments from another support application. What should the administrator configure to allow the team to use the split list view?
A. Filter by a single shipment record type in the list view.
B. Include the Shipments tab on the app's navigation bar.
C. Split views are only available on standard objects.
D. Add the Manage ListViews permission for support users.
DreamHouse Realty requires that house showings be scheduled within the current year to prevent too many future showingsfrom stacking up. How can they make sure Showing Date is only populated with a date this years?
A. Sync the users' Showing Calendar to Salesforce and filter it to only look at this year.
B. Create a report that shows any Showing Dates not scheduled in thecurrent year to the updated.
C. Add Help Text so the user knows to only add a Showing Date within the current year.
D. Create a validation rule that ensures Showing Date contains a date within the current year.
Cloud Kicks generates leads for its different product categories (shoes, apparel, and accessories) through many different sources. While some lead sources are used for all three categories, other lead sources are specific toa single category. The VP of marketing requests that only the proper lead sources be displayed based on the product category chosen. How should the administrator configure Salesforce to meet this requirement?
A. Create a page layout for each category andfilter the Lead Source field based on category.
B. Create a dependency between the Product Category field and Lead Source field.
C. Create business processes and record types for each of the three product categories.
D. Create a single business process, then create record types for each product category.
The CTO of AW Computing has defined a new policy for cases to improvecustomer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management. What case management tools need to be utilized for this requirement?
A. Auto-response rules, Macros, Entitlements
B. Auto-response rules, Queues, Macros
C. Auto-response rules, Queues, Escalation Rules
D. Auto-response rules, Entitlements, Escalation Rules
The administratorat Cloud Kicks writes an assignment rule to send all cases created via email or the web to the Automated Cases Queue Any manually created cases should be owned by the agent creating them, however, the manually created cases now show the administrator as the owner.What will the administrator find when troubleshooting this issue?
A. An escalation rule is changing the case owner on case creation
B. The Assignment Rule checkbox is selected by default.
C. Another assignment rule is giving ownership to the administrator
D. The Owner field is missing on the webform and email template.
Customer service accesses articles with the KnowledgeLightning component on the Service Cloud Console. Billing department users would like similar functionality on the case record without using the console. How should the administrator configure this request?
A. Add the knowledge component to the page layout.
B. Add the Knowledge component list to the page layout.
C. Add the Knowledge related list to the page layout.
D. Add the knowledge related list to the record page
DreamHouse Realty regularly holds open houses for the selling of both houses and condominiums. For condominium open houses, there are a few extra steps that need to be taken. Agents need to be able to submit requests and receive approvals from the homeowners' association. How can the administrator ensure these extra steps only appear when creating open house records for condominiums?
A. Create one page layout. Use record types to ensure the proper status picklist values display.
B. Create two page layouts. Use business processes and record types to display the appropriate picklist values.
C. Create one page layout. Use business processes to ensure the proper status picklist values display.
D. Create two page layouts, one with a House Status field and the other with a Condominium Status field.
The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediatelyvia email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.What case management tools need to be utilized for this requirement?
A. Auto-response rules, Macros,Entitlements
B. Auto-response rules, Queues, Macros
C. Auto-response rules, Queues, Escalation Rules
D. Auto-response rules, Entitlements, Escalation Rules
The administrator has created new users for ten new employees at Northern Trail Outfitters. Why are these users unable to access the account object in the Salesforce or?
A. Users’ profile requires a sharing rule forAccounts.
B. Users’ profile requires permission to the Account object.
C. Users’ roles are low on the role hierarchy.
D. Organization-wide defaults are set to private.
