Question 1

What is an example of a use case for an AppExchange application?

Options :

A : Managing social media accounts

B : Creating and sharing online surveys

C : Generating expense reports

D : Recording time spent on tasks

Answer: B

Question 2

Which of the following functions can be performed in Chatter? (select 3)

Options :

A : Share a Chatter post on Twitter

B : Follow a User

C : Follow an Account record

D : at' mention a User

Answer: B,C,D

Question 3

Which report format allows you to group and summarize data by both rows and columns?

Options :

A : Tabular

B : Summary

C : Custom

D : Matrix

E : Joined

Answer: D

Question 4

What is the role of Case Milestones in Case Management in Salesforce?

Options :

A : To track the amount of time taken to resolve a case

B : To assign cases to appropriate personnel

C : To track the status of cases

D : To provide customers with self-service options

Answer: A

Question 5

Website visitors fill out a web-to-case form on your company's website to submit a new case. They often call to be sure the case has been received. The Support Manager wants to eliminate these unnecessary calls into support and asks if an email can be sent back to the submitter of the case to let them know their case has been received and they will be contacted soon. What Salesforce support feature would you implement to satisfy this request?

Options :

A : Solutions Management

B : Escalation Rules

C : Assignment Rules

D : Auto-Response Rules

E : Case Teams

Answer: D

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