Salesforce Plat-101 Salesforce Certified Platform Foundations Exam Practice Test

The Salesforce Trust site is where an org’s service status and performance degradation information can be found. The Salesforce Trust site is a resource that provides transparency and real-time information about the availability, performance, security, privacy, and compliance of the Salesforce platform. The Salesforce Trust site allows the user to check the current and historical status of their org’s instance, as well as subscribe to notifications and alerts about any maintenance or incidents. The AppExchange portal is a resource that provides access to thousands of apps and components that extend the functionality and features of the Salesforce platform. The AppExchange portal does not provide information about the service status and performance of the Salesforce platform. Salesforce Help is a resource that provides documentation, guides, videos, and support for Salesforce users who need assistance with using or troubleshooting Salesforce products and features. Salesforce Help does not provide information about the service status and performance of the Salesforce platform.

The Object Manager is where field dependencies for an object can be reviewed. The Object Manager allows the user to view and manage the metadata of standard and custom objects in Salesforce, such as fields, page layouts, record types, buttons, and actions. Field dependencies are a type of metadata that define the relationship between a controlling field and a dependent field. For example, a field dependency could be set up so that the values available in a picklist field called Region depend on the value selected in another picklist field called Country. Profiles are used to define the baseline access and permissions for users based on their license type and job function. App Builder is a tool that allows the user to create and customize apps and pages in Salesforce using drag-and-drop components.

One feature of multi-tenant architecture is that resources are shared but tenants cannot claim each other’s resources. Multi-tenant architecture means that multiple customers (tenants) share the same hardware, software, and infrastructure resources, but their data and configurations are isolated and secure. This allows Salesforce to deliver high performance, scalability, and availability to its customers

The Reports tab is where the associate should go to create a new report for Accounts. The Reports tab allows the user to create, view, edit, and run reports in Salesforce. The user can select a report type, such as Accounts, Accounts with Contacts, or Accounts with Opportunities, and then add filters, groupings, charts, and other features to customize the report. The Setup menu is where the user can configure the settings and customization of Salesforce, such as creating objects, fields, workflows, and security settings. The Accounts tab is where the user can view, create, edit, and delete account records in Salesforce.

CRM Analytics is the Salesforce product that the Health Department should use to gain more insight into its patient data than what Salesforce Dashboards can provide. CRM Analytics is a cloud-based analytics platform that allows users to explore data, discover insights, and make data-driven decisions. CRM Analytics can connect to various data sources, including Salesforce and external systems, and provide interactive visualizations, AI-powered insights, and predictive modeling

 The recommendation for the associate to change the opportunity stage more easily is to switch to the Kanban View. The Kanban View is a visual representation of the records in a list view, organized by stages or other categories. The associate can drag and drop the records from one column to another to update the stage or other fields. The Kanban View also shows key metrics and alerts for each column, such as the total amount, number of records, and overdue tasks. Creating multiple list views or using a Dynamic Dashboard View are not as convenient and efficient as using the Kanban View.

 The contact relationship on case is used to indicate the individual who has called in to the support center. The contact field on case is a lookup field that allows the user to select a contact from the related account or any other account. The owner relationship on case is used to indicate the user who is responsible for working on the case. The account relationship on case is used to indicate the company or organization that the case is related to.

The action that the team members should do to ensure they receive the weekly results of the dashboard by email is to subscribe to the dashboard. Subscriptions let users schedule dashboards to run at regular intervals and send notifications to them or other recipients by email or Chatter. Users can also set conditions for when the notifications are sent, such as when the dashboard returns no results or the results change.

The Education Cloud is the cloud that provides Program Enrollment and Course Connections as standard offerings. The Education Cloud is a set of products and solutions designed specifically for educational institutions, such as schools, colleges, and universities. The Education Cloud includes the Education Data Architecture (EDA), which is a managed package that adds pre-built objects, fields, workflows, and reports to the standard Salesforce platform. Program Enrollment and Course Connections are two features of EDA that allow the user to manage the enrollment and connection of students to academic programs and courses. The Experience Cloud is a cloud that allows the creation of digital experiences, such as websites, portals, and mobile apps, for customers, partners, and employees. The Marketing Cloud is a cloud that provides tools for creating and managing personalized marketing campaigns across multiple channels, such as email, social media, web, and mobile.

The type of dashboard that GCC should use to display data based on the logged-in user’s security setting is a Dynamic dashboard. A Dynamic dashboard allows each user to see the dashboard data according to their own access level and permissions. For example, a sales manager can see the data for their entire team, while a sales rep can only see their own data4. A Static dashboard is a type of dashboard that shows the same data to all users, regardless of their access level and permissions. A Standard dashboard is a type of dashboard that shows the data based on the security setting of the dashboard running user, which is a single user that is specified when the dashboard is created or edited

 The thing that the associate should do to show that GCC is part of the CK portfolio when creating the CK Account record is to add Get Cloudy Consulting to the Parent Account field. The Parent Account field is a standard field on the Account object that allows the user to link an account to another account that is its parent company. This way, the user can create an account hierarchy that shows the relationships between parent accounts and their subsidiaries. The user can enter the name of the parent account in the Parent Account field when creating or editing an account record. Viewing account hierarchy and selecting Add Child Account or selecting New on the child accounts related list are not the correct actions to show that GCC is part of the CK portfolio, because they are used to create a new account that is a subsidiary of an existing account, not to link an existing account to another existing account.

 Multitenant is the sharing type that shares a single, common infrastructure and code base. Multitenant means that multiple customers (tenants) share the same hardware, software, and infrastructure resources, but their data and configurations are isolated and secure. This allows Salesforce to deliver high performance, scalability, and availability to its customers4

The related list of cases can be added to the account page layout, which determines the fields, buttons, and related lists that users see when they view an account record.

Agentforce, part of Salesforce's Einstein AI-powered tools, incorporates advanced AI models to enhance customer interactions while maintaining data integrity. A key feature of AI Agents in Salesforce is Hallucination prevention, which ensures AI-generated responses are accurate and grounded in factual data from the system. This prevents the AI from fabricating irrelevant or incorrect information.

B. Toxicity detection: While it is an important AI feature in some systems, Salesforce Agentforce does not explicitly highlight toxicity detection as a feature.

C. Data retention: This refers to how data is stored and managed but is not a feature specific to AI Agents.

References from Salesforce Documentation:

Salesforce AI Overview

Einstein AI Features

 The Salesforce solution that GCC should use for customer service where complaints can be logged through a web form and email is Service Cloud. Service Cloud is a product that helps companies deliver fast and personalized customer service across multiple channels, such as phone, email, web, chat, and social media. Service Cloud allows GCC to create cases from web forms and emails, assign them to agents, track their status, and resolve them efficiently

A developer org should be used to evaluate a new feature that requires a specific license before purchasing. A developer org is a free, full-featured copy of the Salesforce platform that allows developers to create and test applications and features. A developer org can have access to all the licenses and features that are available in the Salesforce platform

Deactivating the user is the best way to change the user’s access and free up the Salesforce license. Deactivating a user prevents the user from logging in to Salesforce and removes the user from any assigned permission sets, queues, and groups. However, the user’s record and related data are still preserved and can be reactivated if needed. Deleting the user would also free up the license, but it would also delete the user’s record and related data, which may not be desirable. Doing nothing would not change the user’s access or free up the license, and it would pose a security risk if the user still has the login credentials.

Updates are automatic; nothing needs to be downloaded or installed is the correct action for Salesforce updates. Salesforce updates are a feature that allows the user to benefit from the latest features and functionality of the Salesforce platform without any hassle or interruption. Salesforce updates are delivered automatically to all orgs three times a year, in spring, summer, and winter. The user does not need to download or install anything to receive the updates, and the user’s data and customization are preserved and compatible with the updates. Updates do not require purchasing an updated license, because the user’s existing license covers the updates. Updates do not need to be downloaded with each release, because the updates are applied automatically to the user’s org.

 The place where GCC’s end users should go to change to the Sales Console is the App Launcher icon (Label A). The App Launcher is a menu that allows users to access all the apps and items in their Salesforce org. The Sales Console is one of the apps that can be found in the App Launcher. The user can search for “Sales Console” in the App Launcher and select it to switch to the Sales Console app. The Sales Console is a standard Salesforce Lightning console app that meets all the sales needs. The Search bar (Label B) is a feature that allows users to find records and other items in their Salesforce org, but it does not search for apps outside their org. The dropdown in the navigation bar (Label C) is a menu that allows users to switch between different tabs and items within the current app, but it does not show other apps.

 The solution to the error is to remove. New Employee appendix from the sandbox username. When you create a sandbox, Salesforce appends the sandbox name to all usernames in the sandbox copy, so that they don’t conflict with usernames in the production org. To sign in to the production org, the employee needs to use their original username without the sandbox name.

The opportunities Kanban view is a visual summary of opportunities in a list view, where the associate can summarize, filter, and move opportunities along the pipeline by dragging and dropping them.

The account team is the team that a Salesforce associate should be added to gain access to an account and its related opportunities. The account team is a feature that allows the user to share an account and its related records, such as contacts, opportunities, and cases, with other users who play a role in the account. The account team can include different team members with different roles and access levels. For example, the account team could include a sales rep, a sales manager, a product specialist, and a customer service agent. The opportunity team is a feature that allows the user to share an opportunity and its related records, such as products, quotes, and activities, with other users who work on the opportunity. The opportunity team does not grant access to the account or its other related records, such as contacts or cases. The lead team is a feature that allows the user to share a lead and its related records, such as tasks, events, and notes, with other users who work on the lead. The lead team does not grant access to the account or its related records, such as contacts or opportunities.

The place where the user can find the Recycle Bin is the App Launcher. The App Launcher is a menu that allows users to access all the apps and items in their Salesforce org. The Recycle Bin is one of the items that can be found in the App Launcher. The user can search for “Recycle Bin” in the App Launcher and select it to view and restore their deleted records. The Recycle Bin is not located in Setup or Global Search.

Declarative tools in Salesforce allow for process automation without the need for code. These tools, such as Process Builder, Flow Builder, and Approval Processes, enable users to configure automation that spans multiple divisions like sales and service. This approach is user-friendly, cost-effective, and faster to implement compared to programmatic solutions.

B. Programmatic: Programmatic approaches (e.g., Apex code) should be used when declarative tools cannot meet specific complex requirements.

C. Third-party consulting services: While consulting services may assist with implementation, exploring Salesforce's native tools should be the first approach.

References from Salesforce Documentation:

Declarative vs. Programmatic Development

Process Automation Overview

Salesforce operates on a multi-tenant architecture, where a single instance of the platform serves multiple customers (tenants). Each tenant’s data is securely isolated, but they share common resources, such as server space, database instances, and updates. This approach ensures cost efficiency and scalability.

A. Costs more than single-tenant architecture: Multi-tenancy reduces costs due to shared resources.

B. Reserves resources per tenant: Resources are shared rather than reserved individually.

References from Salesforce Documentation:

Salesforce Multi-Tenant Architecture Overview

Multi-Tenant vs. Single-Tenant

 The type of org that the associate should create from within Trailhead to quickly learn, practice, and develop Salesforce skills is a Playground. A Playground is a free, fully functional Salesforce org that you can use to test and explore the platform. You can create multiple Playgrounds from Trailhead and use them to complete hands-on challenges and projects1. A Developer Edition is a type of org that you can create from the Salesforce website, not from Trailhead. A Sandbox is a type of org that you can create from a production org as a copy of it for testing and development purposes

The functionality of Salesforce Reports that the associate should use to refresh a report and email it to an executive team each week is subscriptions. Subscriptions let you schedule reports to run at regular intervals and send notifications to you or other recipients by email or Chatter5. You can also set conditions for when the notifications are sent, such as when the report returns no results or the results change.

The Salesforce feature that allows an associate to combine the challenge of learning new skills with the chance of winning prizes is Ranks. Ranks are a way to measure your progress and compare it with other learners on Trailhead. You can earn ranks by completing modules, projects, superbadges, and trails. Each rank has a minimum number of points and badges required to achieve it. You can also win prizes by participating in quests, which are time-limited challenges that reward you with swag, certifications, or other goodies1. Superbadges are not a feature that offers prizes, but they are a way to showcase your advanced skills and earn real-world scenario credentials2

Schema Builder is a tool that creates a visual representation of objects and their relationships, and allows you to modify them.

The Marketing Cloud is the Salesforce cloud solution that allows GCC to meet the requirements of sending a predefined sequence of scheduled messages to prospective customers, tracking messages that get the best open and response rates, and sending customized messages to existing customers informing them of new products and discounts. The Marketing Cloud is a set of products and solutions designed specifically for marketing teams, such as email marketing, social media marketing, web marketing, and mobile marketing. The Marketing Cloud allows the user to create and manage personalized marketing campaigns across multiple channels, and segment, target, and measure the impact of the marketing campaigns. The Marketing Cloud includes products such as Journey Builder, which allows the user to send a predefined sequence of scheduled messages to prospective customers based on their behavior and preferences; Email Studio, which allows the user to track messages that get the best open and response rates; and Content Builder, which allows the user to send customized messages to existing customers informing them of new products and discounts. The Sales Cloud is a set of products and solutions designed specifically for sales teams, such as account and contact management, opportunity management, lead management, forecasting, and analytics. The Sales Cloud does not provide the features and functionality to meet the requirements of GCC. The Service Cloud is a set of products and solutions designed specifically for customer service teams, such as case management, knowledge base, chat, and phone. The Service Cloud does not provide the features and functionality to meet the requirements of GCC.

The Activity Timeline in Salesforce provides a chronological view of all past and upcoming interactions with a contact. This includes logged calls, emails, meetings, and tasks. It is a central feature to track engagement and manage customer relationships effectively.

B. Details Tab: Displays static information about the contact, such as name, email, and address, but not interaction history.

C. Contact History: Refers to changes made to a contact's field values over time, not interaction logs.

References from Salesforce Documentation:

Activity Timeline Overview

Working with Contacts

The relationship type between accounts and contacts is a lookup relationship. A lookup relationship links two objects together, but does not affect security, ownership, or deletion. A master-detail relationship is a type of lookup relationship that creates a parent-child relationship between two objects, where the child records inherit the security and ownership of the parent record, and are deleted when the parent record is deleted. A self relationship is a type of lookup relationship that links an object to itself, creating a hierarchy of records.

The best way to create a field that shows the amount as described in the question is to use a bucket field off of Amount. A bucket field lets you group report values into categories without creating a formula or a custom field2. You can create a bucket field for any numeric, picklist, or text field in a report.

 When an account is deleted, any related opportunities are also deleted, unless they are closed or have a contract associated with them.

The user can clone the list view with a new name, and filter by the specific city to see only contacts from that city on the list view. This will not affect what other users see on the original list view.

 The Account and Contact objects have a lookup relationship. A lookup relationship is a type of relationship that links two objects together, but does not affect security, ownership, or deletion. A lookup relationship allows the user to select a record from another object and link it to the current record. For example, the Account field on the Contact object allows the user to select an account that the contact is related to. A self relationship is a type of lookup relationship that links an object to itself, creating a hierarchy of records. For example, the Reports To field on the Contact object allows the user to select another contact that the contact reports to. A master-detail relationship is a type of lookup relationship that creates a parent-child relationship between two objects, where the child records inherit the security and ownership of the parent record, and are deleted when the parent record is deleted. For example, the Account field on the Opportunity object is a master-detail relationship that links the opportunity to the account.