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Sales Cloud Consultant Laurence June 17

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Universal Container has its sales representative enter a new lead whenever they are prospecting a new customer, when qualify the new lead, a new opportunity must be created to track the deal. What would a consultant recommend to enforce data quality and accuracy? Choose 3 answers.

A. Create validation rule on lead
B. Map lead fields to corresponding opportunity field
C. Create validation rule on opportunity
D. Create an apex trigger to perform data quality check.
E. Create lead conversion processes.

A, B, E

Sales representatives at Universal Containers log activates on accounts, contacts, and opportunities. The sales manager wants to create a report to see all activates on all of the accounts that the manager owns, including activities on contacts and opportunities. Which report should be recommended to the sales manager?

A. Activities report on accounts and contacts the manager owns
B. Activities report on accounts the manager owns
C. Activities report on accounts, contacts, and opportunities the manager owns
D. Activates report on accounts and opportunities the manager owns

Universal Containers wants to restrict access to accounts and contacts. All users should able to access all the accounts, but only edit the accounts they own. Users should be able to edit only the contacts for the accounts they own. To meet these requirements, what should be the OWD access for accounts and contacts?

A. Set Account to private and contact to private.
B. Set Account to public read-only and contacts to private.
C. Set Account to private and Contacts to controlled by parent.
D. Set Account to public read-only and Contacts to controlled by parent.

Universal Containers has implemented account hierarchies with a private sharing model. A sales representative would like to give another user access to one of the accounts she owns and the three child accounts. How can the sales representative provide this access?

A. Add the user manually to the parent account team and each of the child account teams.
B. Add the user to the account team on the parent account; the child accounts will inherit access.
C. Add the user to each child account team; visibility will then roll up to the parent account.
D. Add the user to a public group for that account and share all child accounts to this group.

Universal Containers North American and European sales teams have different business requirements related to creating new of opportunities in Salesforce. As a result, each team must complete a set of geographically-specific fields relevant only to their team as well as common fields that both teams complete. Additionally, each team should NOT be able to report on the others region-specific fields. What solution should a consultant recommend to satisfy this scenario?

A. Build a custom object with private sharing to capture the additional fields as a separate record.
B. Utilize Visual force to build an opportunity page that dynamically checks the users region to determine which fields to display.
C. Implement field-level security to allow access to fields for the respective regional sales teams.
D. b. Create separate page layouts and record types for each of the regional sales teams.

UC has configured salesforce to store all individual consumer contact under a single account called "Consumer". The consumer business has grown to more then 500,000 Contacts .Mass update are no longer completed within the defined maintenance timeframe and an increased number of errors are being reported. What should consultant recommend to improve system performance 2ANS

A. Add an index to the account field on the contact object
B. Enable person account and migrate the data
C. Ensure that no single account has more than 10000 contacts
D. removes the account assignment for all objects

A, C

Universal Containers is Preparing for the launch of its new Sales Cloud implementation to a global user base. With previous sales automation applications, the company had slow adoption of the new solution. What factor should be considered with the Sales Cloud deployment to help ensure adoption? Choose 3 answers

A. Management communications
B. Maintenance release schedule
C. Sales rep quota targets
D. Training in local language
E. Type of training delivered

A, D, E

Universal Containers has many customers that repeat the same purchase on a regular basis.These customers are classified as a repeat account type. Sales management wishes to use Salesforce to automate repeat opportunities. What should a consultant recommend to meet this requirement?

A. Configure a workflow rule for repeat accounts that sends a reminder task to the sales representative to create a new opportunity when it reaches closed/won stage.
B. Develop an Apex trigger to set an opportunity revenue schedule that automatically sets up a new opportunity for repeat a accounts when it reaches closed/won stage.
C. Configure a workflow rule for repeat accounts that inserts a copy of an opportunity for the sales representative when it reaches dosed/won stage.
D. Develop an Apex trigger for repeat accounts that inserts a copy of an opportunity for the sales representative when it reaches dosed/won stage.

Universal Finance has two sales divisions. Sales Division As customers are individuals: In Sales Division 8's customers are businesses. Of Each division's sales representatives have their own user profiles and person accounts are enabled. Sales Division B's sales representatives should not be able to create person accounts; they should only be able to create business accounts. What solution should a consultant recommended to meet these requirements?

A. Use Divisions to hide person accounts from the Division 8 sales representative user profile.
B. Remove person account record types from the Division 8 sales representative user profile.
C. Check the "disable person accounts" permission on the Division 8 sales representative user profile.
D. Use field-level security to hide the "Is Person Account" Checkbox from the Division 8 sales representative user profile.

The sales manager at UC wants to be informed when a lead created from the "Contact Us"form on the company website has not been followed up within 24 hour of being submitted. What salesforce feature should the consultant use to meet the requirement?

A. Send an email using lead escalation rule
B. Notify using publisher action
C. Send an email using time based workflow
D. Notify using chatter on Lead

UC has a large customer base of over 15,000 Accounts and 60,000 contacts. The marketing manager wants to use the customer data for an upcoming new product launch but its concerned contact may have moved to other organization (Contact's email has changed) what should a consultant recommend to ensure customer data is accurate?

A. Use a data cleaning tool and the stay-in-touch feature of salesforce to email contact
B. create a workflow rule for the account and contact owner to confirm contact data
C. Use data enhancement tool to verify that account and contact data is up-to-date
D. create a vf rule to mass email contacts and capture any email bounce

Universal Containers marketing department runs many concurrent campaigns. It has specified that the influence timeframe for a campaign is 60 days. When a contact is associated to an opportunity in a contact role, what is the impact on the campaign influence for opportunities?

A. Campaigns in which a contact became a member within the last 60 days will be added to the campaign influence related list.
B. All campaigns created within the last 60 days will be added to the campaign influence related list.
C. All contacts associated with campaigns will be added to the campaign influence related list.
D. Sales reps can choose which campaigns created within the last 60 days should be added to the campaign influence related list.

A Sales Cloud implementation at Universal Containers requires a global design that involves mufti-currency, multi-language, region specific sales processes and workflows. Which factor is important for optimizing user adoption? Choose 2 answers

A. Employing realistic training data in the corporate standard currency
B. Customizing the training curriculum for each specific region
C. Developing only a standardized, global training curriculum for all users
D. Communicating the training plan well in advance of training start date

A, D

UC wants to prevent sales user to modify certain opportunity fields when the sales stage has reached Negotiation/Review. However sales directors must able to edit these fields in case last minute updates are required. Which solution should a consultant recommended?

A. Change the field label security for the sales rep to restrict field's access based on the sales stage.
B. Modify the profile for sales directors to enable the "Modify All" object permission for the opportunities.
C. Create a validation rule to enforce field access based on the sales stage and profile.
D. Create a Workflow rule to enable field access for the sales directors based on sales stage.

UC allows to its Sales Rep to negotiate up to 5% discount for their opportunities. Discount more than 5% must be send to their Regional Sale Manager (RSM) for the approval. Discount greater than 15% must be able to send to Regional Vice President (RVP) for the approval.What should a consultant recommended to meet these requirement?

A. Create two approval processes one for RSM and one for RVP.
B. Configure an approval process for the RSM and workflow for the RVP.
C. Create two step approval processes for the RSM and RVP as approvers.
D. Configure a workflow approval task and email to RSM and RVP.

The sales management team at Universal Containers wants to monitor the progress of high-value sales deals and enable collaboration with cross-functional teams to help remove any obstacles. Which feature should a consultant recommend to meet these requirements? Choose 2 answers:

A. Allow Chatter feed tracking on opportunities.
B. Use opportunity update reminders.
C. Enable Big Deal Alerts.
D. Enable Chatter feed on similar opportunities.

A, C

UC Credit department uses the 3rd party application for credit ratings. Credit department manager need to launch an external web based credit application from a customer's account record in salesforce. The application uses the credit id on the account object. What should a consultant recommended to meet these requirement?

A. Create a formula field that uses a hyperlink function to launch the credit application and pass the credit Id.
B. Create a custom button that calls an apex trigger to launch the credit application and pas the credit id.
C. Create the workflow rule to launch the product fulfilment application and pass the credit Id.
D. Create a custom Credit Id field as an external Id on the account object to lunch the credit application and pass the credit Id.

The VP of sales at UC wants to be able to see a visual representation of sales by month for each account in salesforce1 mobile app. What should a consultant recommend to meet this requirement?

A. Embed a chart on the account page and use a custom link to filter by account
B. Create a of VF page with an embedded chart component for each account.
C. Embed a chart on the account page, no other customization needed
D. Create a dashboard component and use chatter feed on the account on salesfroc1

The sales manager at UC wants to be informed when a lead created from the "Contact Us"form on the company website has not been followed up within 24 hour of being submitted. What salesforce feature should the consultant use to meet the requirement?

A. Send an email using lead escalation rule
B. Notify using chatter on Lead
C. Send an email using time based workflow
D. Notify using publisher action

UC is moving their legacy CRM system to salesforce sales cloud

A. review the current system with IT management to understand their requirement
B. review the current system with all level of user to understand their requirement
C. review the current system with executive management to understand their requirement
D. review the current system with and configure sales cloud to work in the same way

UC wants to improve the information profile of its current Contacts in salesforce by using social networking application (e.g. LinkedIn or Twitter) to add the information currently gathered for accounts, contacts and leads. Which solution should a consultant recommend to meet this requirement?

A. Define the social network fields and enabled then for account, contacts and leads.
B. Enable the salesforce to Social network Api connection to sync records.
C. Create custom fields that hold URL links to the social profile of account, contacts and leads.
D. Enable social Accounts and Contacts to link records to social profiles.

UC decided to start using salesforce for all its sales automation its current sales database has about 50 million records. These records were all migrated into the database from other legacy systems. After migration to salesforce UC wants to be able to search and cross reference records with the original source system. What should a consultant recommend to meet the requirement?

A. Use the standard external Id field and map this to the original record Id value
B. Use the standard external Id field and map this to the current record Id Value
C. Use a custom external Id field and map this to the original record id value
D. Use a custom field named external Id and map this to the current record Id Value

Universal Containers has launched an initiative to increase the number of leads being qualified each week, the number of activities being created for each opportunity, and the opportunity win rate. The Vice President (VP) of Sales would like to receive a daily update on the progress being made towards these goals. What solution should a consultant recommend to accomplish this?

A. Build a custom report type to display lead, activity, and opportunity information; have the VP of Sales follow the report on Chatter.
B. Build three reports for the lead, activity, and opportunity information; have them automatically refreshed daily.
C. Build three reports for the lead, activity, and opportunity information; add them to a dashboard to be emailed daily to the VP of Sales.
D. Build a joined report to show the lead, Activity and Opportunity information, scheduled it to email daily to VP of sales.

Universal Containers marketing department runs many concurrent campaigns. It has specified that the influence timeframe for a campaign is 60 days. When a contact is associated to an opportunity in a contact role, what is the impact on the campaign influence for opportunities?

A. Sales reps can choose which campaigns created within the last 60 days should be added to the campaign influence related list.
B. All campaigns created within the last 60 days will be added to the campaign influence related list.
C. Campaigns in which a contact became a member within the last 60 days will be added to the campaign influence related list.
D. All contacts associated with campaigns will be added to the campaign influence related list.

Sales representatives at Universal Containers log activates on accounts, contacts, and opportunities. The sales manager wants to create a report to see all activates on all of the accounts that the manager owns, including activities on contacts and opportunities. Which report should be recommended to the sales manager?

A. Activates report on accounts and opportunities the manager owns
B. Activities report on accounts the manager owns
C. Activities report on accounts and contacts the manager owns
D. Activities report on accounts, contacts, and opportunities the manager owns

UC is deploying a formal sales methodology while implementing salesforce. What should a consultant recommend to ensure the alignment of the sales methodology and Salesforce? Choose three answers:

A. Override Salesforce user interface with the sales methodology user interface.
B. Embed custom components within Salesforce to support the sales methodology.
C. Consider available sales methodology AppExchange applications.
D. Develop data integration between salesforce and the sales methodology database.
E. Configure Salesforce Standard and custom objects to support the sales methodology

B, C, E

UC has a large customer base of over 15,000 Accounts and 60,000 contacts. The marketing manager wants to use the customer data for an upcoming new product launch but its concerned contact may have moved to other organization (Contact's email has changed) what should a consultant recommend to ensure customer data is accurate?

A. create a workflow rule for the account and contact owner to confirm contact data
B. create a vf rule to mass email contacts and capture any email bounce
C. Use a data cleaning tool and the stay-in-touch feature of salesforce to email contact
D. Use data enhancement tool to verify that account and contact data is up-to-date

Universal publications are a publishing house that sells online subscriptions for its leading magazine. Customers can make a single Payment, or set up to pay weekly, monthly or quarterly. Universal Publications wants to use opportunities to track and report on these subscription deals. What should a consultant recommend to meet this requirement?

A. Use contracts with a lookup to opportunity object.
B. Enable schedules on opportunity object.
C. Enable schedules on product object.
D. Use assets with a lookup to opportunity object.

A customer needs chatter, custom console layout and custom branding for its mobile application

A. Custom mobile
B. chatter for mobile
C. Salesforce1
D. Mobile classic

A premier customer for Universal Software needs access to confidential product roadmap information. To securely send this information using content delivery, what step should a sales representative take? Choose 2 answers

A. Require the customer to enter a security token to download the content.
B. Require the recipient to log into Salesforce to access the content.
C. Require the customer to enter a password to view the content.
D. Remove access to the content after a specified date.

B, C

Universal Containers has many customers that repeat the same purchase on a regular basis.These customers are classified as a repeat account type. Sales management wishes to use Salesforce to automate repeat opportunities. What should a consultant recommend to meet this requirement?

A. Configure a workflow rule for repeat accounts that sends a reminder task to the sales representative to create a new opportunity when it reaches closed/won stage.
B. Develop an Apex trigger for repeat accounts that inserts a copy of an opportunity for the sales representative when it reaches dosed/won stage.
C. Configure a workflow rule for repeat accounts that inserts a copy of an opportunity for the sales representative when it reaches dosed/won stage.
D. Develop an Apex trigger to set an opportunity revenue schedule that automatically sets up a new opportunity for repeat a accounts when it reaches closed/won stage.

UC wants to integrate the sales cloud solution with accounting system. What standard objects are likely to be used in the integration?

A. Account, case and lead
B. Account, contact and lead
C. Account, contact and contract
D. Account, lead and opportunity

UC would like to record performance about the conference and people who attended them. A contact would potentially attend multiple conference .Company would like to display this information on the contact layout using the standard configuration. How the system should be designed to meet the company's requirement.

A. Use campaign for conference and add Campaign member to record attendee information
B. Create a custom object for conference and a custom lookup field to conference on Contact
C. Use campaign for conference and a custom object to record attendee information
D. Create a custom object for conference and a custom object to record attendee information

Universal Containers would like to associate some contacts with more than one Account (e.g.,a contact is an employee of one account and on the boards of several other Accounts). What solution should a consultant recommend to meet this requirement?

A. Add the contact to the contacts role related list to the other account. opportunity
B. Associate the contact to other account using lookup field. opportunity.
C. Add the contacts to the partner related list on the second Account.
D. Clone the contact record and add to the 2nd account.

UC Credit department uses the 3rd party application for credit ratings. Credit department manager need to launch an external web based credit application from a customer's account record in salesforce. The application uses the credit id on the account object. What should a consultant recommended to meet these requirement?

A. Create a formula field that uses a hyperlink function to launch the credit application and pass the credit Id.
B. Create a custom button that calls an apex trigger to launch the credit application and pas the credit id.
C. Create a custom Credit Id field as an external Id on the account object to lunch the credit application and pass the credit Id.
D. Create the workflow rule to launch the product fulfilment application and pass the credit Id.

Customer at UC needs access to report in the partner community to help manage their opportunities. How salesforce should be designed to pre seller the correct level of access to report.

A. create an opportunity list view and report folder, and share with all partner users
B. create a chatter group that allows partner to post item appropriate list view and report
C. Create an opportunity list view and report folder in the partner communities for all partners
D. create a new tab in the partner communities to display the appropriate list view and report folder

Universal Container generates the sales proposal for each opportunity and needs to share it with the customer. All members of the sales team are able to update and comment on the proposal. It is important that customer does not see the earlier version of the proposal or the team comments. Which solution should a consultant recommend to meet this requirement?

A. Upload the proposal in the private chatter group accessible to the sales team and invite the customer to join.
B. Save the proposal as chatter file on opportunity record and add the customer as follower.
C. Save the proposal as an attachment on the opportunity record and share with customer using with the link.
D. Upload proposal as Chatter file on the opportunity record and share with customer using a link.

UC has configured salesforce to store all individual consumer contact under a single account called "Consumer". The consumer business has grown to more then 500,000 Contacts .Mass update are no longer completed within the defined maintenance timeframe and an increased number of errors are being reported. What should consultant recommend to improve system performance 2ANS

A. removes the account assignment for all objects
B. Ensure that no single account has more than 10000 contacts
C. Enable person account and migrate the data
D. Add an index to the account field on the contact object

B, D

UC representative wants to see forecast amount by all sales representative and by multiple product group. What would a consultant recommend to meet these requirement? 2 Ans

A. Build a custom forecast report showing product group
B. implement collaborative forecast with product family
C. Implement collaborative forecast with quota alignment (....)
D. Create a forecast list view by product family groups

B, C

UC uses product in salesforce and has private security model. The product management Employee ... not have access to the opportunity but would like to track the performance of a new product after it is launched. What would a consultant recommend to allow the product management employee to track the performance of the product?

A. create a new product and add it to the price book with the product manager as the owner
B. create a trigger to add the product management team to the sales team of the relevant opportunity
C. Create a trigger to set the product manager as owner for opportunity on the new product.
D. Create criteria based sharing rule to add the product management team to relevant opportunity.

UC wants to prevent sales user to modify certain opportunity fields when the sales stage has reached Negotiation/Review. However sales directors must able to edit these fields in case last minute updates are required. Which solution should a consultant recommended?

A. Change the field label security for the sales rep to restrict field's access based on the sales stage.
B. Modify the profile for sales directors to enable the "Modify All" object permission for the opportunities.
C. Create a Workflow rule to enable field access for the sales directors based on sales stage.
D. Create a validation rule to enforce field access based on the sales stage and profile.

Universal Containers wants to restrict access to accounts and contacts. All users should able to access all the accounts, but only edit the accounts they own. Users should be able to edit only the contacts for the accounts they own. To meet these requirements, what should be the OWD access for accounts and contacts?

A. Set Account to public read-only and contacts to private.
B. Set Account to public read-only and Contacts to controlled by parent.
C. Set Account to private and contact to private.
D. Set Account to private and Contacts to controlled by parent.

UC has org-wide default set to private .Sales representative owns an account and would like to collaborate with internal (...external) people from other department (marketing and other management.) What should a consultant recommend to ensure collaborating team member can report and access relevant data in salesforce?

A. Use account team to share records to relevant people
B. Use Opportunity team to share records to relevant people
C. Use custom sharing on account to share specific record.
D. Use chatter to share records with relevant people

A Sales Cloud implementation at Universal Containers requires a global design that involves mufti-currency, multi-language, region specific sales processes and workflows. Which factor is important for optimizing user adoption? Choose 2 answers

A. Developing only a standardized, global training curriculum for all users
B. Customizing the training curriculum for each specific region
C. Employing realistic training data in the corporate standard currency
D. Communicating the training plan well in advance of training start date

C, D

The VP of sales at UC wants to be able to see a visual representation of sales by month for each account in salesforce1 mobile app. What should a consultant recommend to meet this requirement?

A. Embed a chart on the account page, no other customization needed
B. Create a of vf page with an embedded chart component for each account.
C. Create a dashboard component and use chatter feed on the account on salesfroc1
D. Embed a chart on the account page and use a custom link to filter by account

Marketing department at Universal container is migrating from legacy campaign and email management system 2 salesforce want to ensure that its communication material is migrated as well. What should consultant recommend to migrate the marketing departments email templates?

A. Enable Email to case
B. Force.com IDE and Change set
C. Manually
D. Enable Email to salesforce

UC allows to its Sales Rep to negotiate up to 5% discount for their opportunities. Discount more than 5% must be send to their Regional Sale Manager (RSM) for the approval. Discount greater than 15% must be able to send to Regional Vice President (RVP) for the approval.What should a consultant recommended to meet these requirement?

A. Configure a workflow approval task and email to RSM and RVP.
B. Create two approval processes one for RSM and one for RVP.
C. Configure an approval process for the RSM and workflow for the RVP.
D. Create two step approval processes for the RSM and RVP as approvers.

Universal Containers North American and European sales teams have different business requirements related to creating new opportunities in Salesforce. As a result, each team must complete a set of geographically-specific fields relevant only to their team as well as common fields that both teams complete. Additionally, each team should NOT be able to report on the others region-specific fields. What solution should a consultant recommend to satisfy this scenario?

A. Implement field-level security to allow access to fields for the respective regional sales teams.
B. Build a custom object with private sharing to capture the additional fields as a separate record.
C. b. Create separate page layouts and record types for each of the regional sales teams.
D. Utilize Visual force to build an opportunity page that dynamically checks the users region to determine which fields to display.

UC has enabled advanced currency Management. How the converted amount data reported on a report that specific time period when the exchange rates was different.

A. Converted amount are based on exchange rates that use the most current entry
B. Converted amount are based on the historical exchange rate associated with the close date
C. Converted amount are based on the exchange rates entered in the opportunity
D. Converted amount are based on exchange rates that use the oldest entry

Universal Containers has a complex sales process that requires two different sets of sales stages for opportunities with an opportunity amount above or below USD $100,000. What should a consultant recommend to meet this requirement?

A. Create two sales processes and a workflow rule triggered by opportunity amount to assign a sales process.
B. Create one sales process and a validation rule that evaluates opportunity amount to determine the appropriate sales stage.
C. Create two sales processes, two opportunity record types, and a workflow rule triggered by the opportunity amount.
D. Create two sales processes, two opportunity record types, and a workflow rule triggered by sales stage.

When enabling multiple currencies what feature is enabled on all opportunity? 2 ANS

A. the selected currency is used for the Amount (Converted ) field
B. User's defaults currency overrides the specified opportunity currency
C. the selected currency is used for the Amount field
D. Currency must be specified for the opportunity

A, D

Universal Finance has two sales divisions. Sales Division As customers are individuals: Ind Sales Division 8's customers are businesses. Of Each division's sales representatives have their own user profiles and person accounts are enabled. Sales Division B's sales representatives should not be able to create person accounts; they should only be able to create business accounts. What solution should a consultant recommended to meet these requirements?

A. Check the "disable person accounts" permission on the Division 8 sales representative user profile.
B. Use field-level security to hide the "Is Person Account" Checkbox from the Division 8 sales representative user profile.
C. Use Divisions to hide person accounts from the Division 8 sales representative user profile.
D. Remove person account record types from the Division 8 sales representative user profile.

Universal Containers wants to manage their sales territories in Salesforce. What questions should be asked to determine if territory management is an appropriate solution? Choose 3 answers:

A. Are commissions calculated by the number of territory to which a representative belongs?
B. Is your sales organization set up as a matrix or a tree'?
C. Does account sharing depend more on account traits than on ownership?
D. Are there specific rules for account and opportunity access?
E. Are your lead assignments based on sales territories?

A, C, D

What actions can a consultant take during the project planning phase to ensure client stakeholder goals are met? Choose 2 answers

A. Establish a stakeholder committee and meeting schedule.
B. Acquire the client stakeholders' key performance indicators.
C. Create scheduled dashboard to be sent weekly to all stakeholders.
D. Ensure the project key performance indicators are profitable.

A, B

Universal Container wants to improve sales productivity in inside sales and it has been advised to consider Salesforce Console for sale............ what use case will satisfy this requirement? 2ans

A. Need to provide search result for contact and opportunity
B. log activity for each record
C. need to chat with customer in real time with chatter
D. need to see records and related items as tabs under one common screen

B, D

Universal Containers sells three unique products and each product has its own sales process.The company qualifies prospects for the three products in a consistent manner; however, once the customer has shown interest, the sales representatives must follow the relevant products sales process. What solution should a consultant recommend to meet these requirements? Choose 2 answers

A. Create sales stages that align with opportunity record types.
B. Define sales processes to map to each opportunity record type.
C. Define the default opportunity teams for each opportunity record type.
D. Configure opportunity record types for each sales process.

A, B

The sales management team at Universal Containers wants to monitor the progress of high-value sales deals and enable collaboration with cross-functional teams to help remove any obstacles. Which feature should a consultant recommend to meet these requirements? Choose 2 answers:

A. Allow Chatter feed tracking on opportunities.
B. Enable Big Deal Alerts.
C. Use opportunity update reminders.
D. Enable Chatter feed on similar opportunities.

A, B

UC to plans to implement lead management functionality for channel sales repetitive who needs to ... pre-qualify lead to their partner. Partners need the ability to access and update the lead assigned to them. What solution should a consultant recommend for the scenario?

A. Create a task for the partner where a new lead is created and assign it to partner in the Partner Community.
B. Add the lead tab to the Partner Community and configure partner profile to access leads
C. Create.... Site where partner can self-register and access lead.
D. Configure a custom lead record type and page layout for the partner community.

Sales representatives and partners of Universal Containers constantly complain about the poor quality of lead data. Leads are owned by the Vice President of Marketing, who has established a task force and a project to remedy the situation. Which approach should the task force consider to improve and maintain the quality of lead data? Choose 2 answers

A. Create a workflow notification when leads are created with poor Quality data.
B. Use Data.com to clean the existing lead data and new data going forward.
C. Import the lead data using the Find Duplicates wizard on the lead object.
D. Use tools like the Lead Import wizard to identify and remove duplicates.

B, D

Universal Containers would like to associate some contacts with more than one Account (e.g.,a contact is an employee of one account and on the boards of several other Accounts). What solution should a consultant recommend to meet this requirement?

A. Add the contact to the contacts role related list to the other account.
B. Add the contacts to the partner related list on the second Account.
C. Associate the contact to other account using lookup field.
D. Clone the contact record and add to the 2nd account.

Universal Containers has configured a private sharing model for accounts and opportunities.As part of its sales strategy, each sales representative collaborates with the same set of Individuals for each opportunity. What should a consultant recommend to grant sales Rep the appropriate access to an opportunity?

A. Enable opportunity team selling and have each sales representative configure his or her default opportunity team.
B. Create a public group for each team and have the sales representatives manually share the opportunity with their respective group.
C. Enable Chatter and configure a customer Chatter group for the opportunity to allow collaboration on ideas.
D. Create a trigger for each sales representative that would automatically share the opportunity with his or her default opportunity D. team.

Universal Container has its sales representative enter a new lead whenever they a reprospecting a new customer, when qualify the new lead, a new opportunity must be created to track the deal. What would a consultant recommend to enforce data quality and accuracy? ,..... 3 and

A. Create an apex trigger to perform data quality check.
B. Create validation rule on opportunity
C. Map lead fields to corresponding opportunity field
D. Create lead conversion processes.
E. Create validation rule on lead

Universal Containers implemented new quoting functionality for sales representatives andneeds to enable the same functionality for its partners. How can this be accomplished?

A. Grant partner access to quotes and add the quotes related list to the partner opportunity page layouts.
B. Enable quotes and content in the partner portal to allow partners to store their PDF quotes.
C. Update the partner sales process to include stages for managing and submitting partner quotes.
D. Create a custom quote object to capture partner quotes on opportunities separate from non-partner quotes.

...

UC needs to show a dashboard with forecast by product family with quotas. What solution should consultant recommend?

A. Customize Quotas with product report and add necessary field
B. Create custom report with closed opportunity, forecasting leads (...) and quotas
C. Create an analytical snapshot to capture the opportunity forecast
D. Create custom report type with forecasting quotas and forecasting leads (...)

Universal Containers has a lead qualification team that qualifies and converts leads int o opportunities. During lead conversion, the new opportunity must be assigned to the account owner. Which solution should a consultant recommend to meet this requirement?

A. Create a trigger on the opportunity.
B. Create a workflow on the opportunity.
C. Create an assignment rule on the account.
D. Create an assignment rule on the opportunity.

The sales manager at Universal Containers is concerned that the leads from the marketing department are outdated and poor quality. What action should be taken to address this issue? Choose 2 answers

A. Create a validation rule that prevents the lead from being converted without specific fields completed and train the users to enter all data accurately.
B. Create a calculated field that scores leads based on lead attributes and use assignment rules to route leads to appropriate sales reps.
C. Create a workflow rule to update the lead rating field based on the lead status field and use assignment rules to route leads to appropriate sales reps.
D. Create lead assignment rules to assign leads to sales representatives based on the city and the state in which the lead resides.

A, B

Universal Containers uses a seven step selling methodology. Each sales stage corresponds with in the methodology. The first stage is a preliminary qualification step, and opportunities in this stage should not contribute to the forecast. What should the consultant recommend for this scenario? Choose 2 answers.

A. Assign 0% probability to the first sales stage.
B. Instruct sales users to enter $0 for the opportunity amount.
C. Override the forecast to be $0 for the first stage opportunities.
D. Configure the first stage with the omitted forecast category.

A, D

Universal Containers currently uses the customizable forecasting feature. A sales representative at Universal Containers has four opportunities for the current quarter that are detailed below: • $3,500 opportunity in the Best Case forecast categc4 • $2,000 opportunity in the Commit forecast category • $1,000 opportunity that has been dosed/won • $1,000 opportunity that has been lost What are the sales representatives Best Case forecast for the current quarter?

A. $5,500
B. $3,500
C. $2,000
D. $6,500

The management at universal container noticed that the lead conversion ratio has remained the same for the hospitality industry despite increase in lead creation. What steps can help determine the issue

A. Report on lead by source.
B. report on lead lifetime by industry
C. Campaign dashboard by industry
D. Industry performance dash board

UC would like to record performance about the conference and people who attended them. A contact would potentially attend multiple conference. Company would like to display this information on the contact layout using the standard configuration. How the system should be designed to meet the company's requirement.

A. Use campaign for conference and a custom object to record attendee information
B. Create a custom object for conference and a custom object to record attendee information
C. Create a custom object for conference and a custom lookup field to conference on Contact
D. Use campaign for conference and add Campaign member to record attendee information

Universal Containers has a large sales department that is dispersed worldwide. Sales managers want greater visibility into the opportunities in progress with their respective teams and would like to receive email notifications when key opportunity fields are changed (e.g., amount or sales stage). However, individuals would like to control the frequency of their email notifications. Which solution should a consultant recommend for this scenario?

A. Configure the individual Salesforce for Outlook email settings to control notification frequency.
B. Configure Chatter and its related notification settings to provide relevant updates to interested sales managers.
C. Define a workflow rule and email task that is triggered when key fields are updated to new values.
D. Configure the opportunity teams for opportunities so that only interested sales users are receiving notifications.

A customer successfully places an order with UC for five widgets. The order is activated in Salesforce and the products are shipped to the customer, One week later the customer return one widget. What is the effective method of recording the event in salesforce?

A. Change the quantity value on the order product to 4
B. Create a new sales product with quantity set to -1
C. Create a return order under returned orders
D. Create a custom field on the order product object

The marketing Manager at UC wants to leverage the power of sales cloud to support the sales following requirement:- monitor website traffic- Email 1200 leads per day- capture customer satisfaction survey result on a web form - Understand (report) the case of marketing exercise vs sales activity. What should a consultant recommend to meet this requirement?

A. Use community campaign, web-to-lead, opportunity and report and dashboard
B. Use AppExchange marketing app, campaign, web-to-lead, opportunity and report
C. Use mass email, campaign, campaign influence, web-to-lead, opportunity and report
D. use site.com campaign web-to lead opportunity, report, and dashboard

Universal Containers has implemented account hierarchies with a private sharing model. A sales representative would like to give another user access to one of the accounts she owns and the three child accounts. How can the sales representative provide this access?

A. Add the user manually to the parent account team and each of the child account teams.
B. Add the user to each child account team; visibility will then roll up to the parent account.
C. Add the user to a public group for that account and share all child accounts to this group.
D. Add the user to the account team on the parent account; the child accounts will inherit access.

-
What are the factors that influence sales metrics, drive KPI's and form key business challenges?

A. Weak pipeline
B. Low productivity (sales rep)
C. Poor predictability (forecast)
D. Ineffective selling

What are the factors that influence
marketing metrics and drive key marketing
business challenges?

A. Insufficient lead generation
B. Poor alignment with sales
C. Measuring marketing ROI

Territory Mgt (why use it?) - choose 3 answers:

A. Sales commissions
B. Currency reconciliation
C. Data access rules for accounts & opportunities
D. Assigning accounts to territories
E. Alignment of overlay sales teams

C, D, E

Planning an implementation - what should be included in end user support plan - choose 2 answers:

A. Meeting schedule to review open issues
B. Process for users to report issues
C. Communication to customers about potential issues
D. 24x7 IT support

A, B

Insurance policies on accounts. 2 sales teams should not see each other's policies. 2 custom objects, each w/relationship to account object. Both objects private. What are the design considerations here?

A. Sales user needs to apply manual sharing rules
B. Custom report type needs to be created to view all policies in a single report

Territory mgt is enabled. Users should be able to track account plans for each account they have access to

A. Create lookup relationship account -> account plan
B. Create master detail relationship account -> account plan
C. Review territory mananagement settings
D. Validation rule

Bad Question, rephrase...
2 lines of business LOB, each with custom opportunity stages & record types - choose 2 answers

A. Users able to see all stages in list view filter drop downs
B. Users able to see all stages in report filter drop downs

A, B

You have to import 100 leads/mo and you need to prevent duplication. Which is the best method to accomplish this?

A. Import using import wizard
B. Run script in external DB to identify dups
C. Import leads & use global search to identify dups
D. Export existing leads using a report & scrub prior to re-import

Sales rep @ UC collaborates with ABC company on opportunity to sell to XYZ company. ABC Co has been added to partner related list on the opportunity. What will automatically happen? Choose 2 answers:

A. Partner record added to ABC account
B. Partner record added to XYX account
C. Sales team membership granted to ABC Co
D. Partner portal access granted to ABC Co

C, D

Sales reps shouldn't be able to edit certain opportunity fields after closed/won stage (fields reserved for sales ops).

A. Validation rule
B. Workflow rule
C. Modify all data privilege -> Sales Ops
D. Field level security

How do you ensure that products can't be removed from an opportunity after it reaches a certain stage? Choose 2 answers:

A. Validation rule on opportunity product
B. Enable audit trail
C. Update record type & page layout to remove ability to add product
D. Validation rule to ensure rollup summary field on opportunity doesn't change

A, D

Competitor is beating us out of deals. Where to track competitor product info?

A. Product
B. Opportunity
C. Opportunity product
D. Asset

Universal containers has 1 pricebook with US dollars & Canadian dollars currency amounts for all products. Sales reps, when adding products to opportunity, only see CAD. What's wrong?

A. Sales reps selected wrong pricebook
B. Advanced currency management not enabled for CAD
C. Muli-currency disabled for org
D. Opportunity currency setup as CAD

Reps only entering opportunities after the closed/won stage - how to change this behavior (choose 2 answers:)

A. Remove stages & fields that are not critical
B. Create opportunity stage report
C. User adoption dashboard
D. Workflow rule to alert sales manager when opportunity stage changes

A, C

Sales manage travels frequently - how to review pending approvals? Choose 2 answers:

A. Approvals by email
B. Enable mobile
C. Schedule & email dashboard results
D. Schedule & email report results

A, B

-UC needs to prevent duplicate leads from being created in SF. Leads are deemed duplicates if they match on the name, last name, phone, and email address. Which solution should be recommended to prevent duplicate leads?

A. Expose the "Find Duplicates" button on the Lead page layout
B. Select the "Prevent Duplicates" checkbox in the Lead Settings
C. Create a validation rule on the lead object
D. Create an Apex trigger on the Lead object

-Universal Containers sells three unique products and each product has its own sales process. The company qualifies prospects for the three products in a consistent manner; however, once the customer has shown interest, the sales representatives must follow the relevant products sales process. What solution should a consultant recommend to meet these requirements? Choose 2 answers

A. Define sales processes to map to each opportunity record type.
B. Configure opportunity record types for each sales process.
C. Create sales stages that align with opportunity record types.
D. Define the default opportunity teams for each opportunity record type.

A, B

-UC Requires its Sales Rep to go through an internal certification process to sell certain group of products. What could be done to prevent a Sales Rep from adding these products to opp. if they are not certified to sell them. Choose 2 answers.
A. Use Criteria based sharing rule on products marked as requiring certification to only share the products to users who are certified
B. Use a validation rule on Opp. Products to prevent them from adding products marked as requiring certification if they are not certified
C. USe a validation rule on products marked as requiring certification to prevent them from being added to an opp
D. Use a Separate Price book for the products requiring certification and only share the price book to users who are certified

A, B

You have completed the configuration of Salesforce CRM for your client. You have a data set that is clean and ready to be migrated into Salesforce CRM. W hat should you do prior to loading this data set?

A. Deactivate users
B. Suspend workflow rules
C. Set up delegated administrators
D. Install a connector for Microsoft Office

A prospective customer completed a Web-to-lead form on your corporate Web site. Upon follow up with a sales representative, the customer indicated he intends to buy your product. In the Salesforce CRM application, what is the process for moving a prospect to a customer?

A. Prospect validation
B. Account setup
C. Lead conversion
D. Contact management

A customer has a requirement to keep the customer id synchronized real time in the existing backoffice (SAP R/3) system updated in Salesforce CRM. Which options are viable considerations? Choose three answers.

A. Import wizard
B. Native connector to SAP R/3
C. Desktop connectors
D. Middleware connectors
E. Data validation rules
F. Developer toolkits

B, D, F

Who would most likely be involved in deciding Customer Service & Support organization key performance indicator (KPI) reporting requirements?

A. Salesforce CRM administrator
B. Customer service agent
C. Customer service manager
D. Knowledge manager

Universal Containers needs the ability to associate installed products at an account to specific cases. Those installed products contain information on the account's contracted Service Level Agreement (SLA) as well as the installed product serial number. Which approach should Universal Containers consider implementing to best satisfy these requirements?

A. Create a lookup object to the contract record
B. Create a lookup to a custom object for the installed product
C. Use the standard Asset relationship
D. Use the standard Opportunity relationship

Universal Containers was bought by a larger company and needs to provide information on a monthly basis to the new parent company to help predict sales.
Which data should the new parent company review?

A. Dashboard of user login history
B. Count of new lead records created
C. Number of activities tied to opportunities
D. Opportunity pipeline report grouped by month

When the billing address on an account is changed, the mailing address of all related contact records should be updated to reflect the new address.
How can this requirement be met?

A. Create a workflow rule on accounts.
B. Create a workflow rule on contacts.
C. Create a Force.com trigger on accounts.
D. Create a Force.com trigger on contacts

Universal Containers is using Salesforce and has set up a private sharing model. Sam is a sales executive who reports to John, a sales manager. Sam has ownership of the ABC Company account record and has created an opportunity for ABC Company. There is a sharing rule that allows the finance team to see all accounts and opportunities.
Which statement about data visibility is true?

A. John and Sam can see all of the same data
B. John can see all of Sam's data but Sam CANNOT see all of John's data.
C. The finance team must be added to the sales team in order to see Sam's opportunity.
D. John must be added to the sales team in order to see Sam's opportunity.

Universal Containers is expanding sales internationally and has created new price books to handle the various currencies for the five new countries. When a sales representative selects one of the new price books to add a product to an opportunity, there are no products available.
What should be evaluated when troubleshooting this issue?

A. Confirm that product line items on opportunities are enabled.
B. Confirm that the products are shared with the sales representative's role.
C. Confirm that the old pricebook is disabled for the sales representative.
D. Confirm that the products and currencies are associated with the pricebook.

Sales management at Universal Containers needs to provide channel partners with easy access to approved product documentation. They also need to notify partners about the material revisions and updates.
How can they achieve these goals in Salesforce?

A. Enable Content in the Partner Community and enable Content email alerts for partner users.
B. Enable the Document tab in the Partner Community and enable email alerts for partner users.
C. Add the Content related list to the partner contact page layout and enable content delivery.
D. Add the Content related list to the partner account page layout and enable content delivery.

Which task should be included in a business continuity plan for a contact center? (There are three correct answers.)

A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update the case status field values.
E. Monitor service level agreements (SLAs) and notify customers.

A, C, E

Universal Containers plans to deploy the new Service Cloud console to its support team.

Which steps should be considered in deployment? (There are three correct answers.)

A. Customize highlight panels for all objects.
B. Set up interaction logs and assign them to user profiles.
C. Assign users the Service Cloud User feature license.
D. Set up users and assign them to a queue.
E. Customize case list views.

A, B, C

Which metric influences customer satisfaction?

Choose 2 answers:
A. First call resolution
B. Cost per call
C. After call work
D. Call quality

A, D

An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling.

Which support channel requires the smallest amount of agent work time?

A. Web to case
B. Email to case
C. Web self service
D. Chat

Which method can be used to improve agent retention?

Choose 2 answers:

A. Mix telephony interactions with email and chat
B. Extend benefits to part-time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents

B, D

Universal Containers plans to migrate data into Salesforce from a legacy system.

Which step should be taken before performing the data migration?

Choose 2 answers:

A. Perform data cleansing
B. Enable data validation rules
C. Develop data map
D. Normalize database

A, C

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

A. Telephony
B. Order Fulfillment
C. Enterprise Resource Planning (ERP)
D. Marketing

Universal Containers is designing a contact center focused on customer billing inquires. The contact center includes the variables listed below.

• 2 million accounts in Salesforce
• 20 million invoices in an external application
• 600 support agents
• 300,000 transactions processed daily across agents

When agents view an account in Salesforce, they need to view the invoices associated with an account and view the detail of the invoices. However, agents do not need to update or report on invoice information.
Which solution would meet these requirements?

Choose 2 answers:

A. Create a bi-directional integration using the Salesforce API
B. Build a real-time integration to import invoices into a Salesforce custom object
C. Launch the customer billing application in Salesforce as a Web tab
D. Design a Visualforce page to display invoice data in Salesforce based on a real-time call

C, D

Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search.

Which approach will ensure best system performance?

Choose 3 answers:

A. Custom indexes
B. Tiered data strategy
C. Record types
D. Divisions
E. Custom search

A, B, D

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service.

Which report should be included on the manager's dashboard?

Choose 3 answers:

A. Average Call Handle Time
B. Cases by Support Channels
C. Number of Portal Logins per Day
D. Escalated Calls
E. Knowledge Article Usage

B, C, E

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases.

How can the supervisor use this data to drive greater consistency in average time spent by agents across the team?

Choose 3 answers:

A. Document and share the practices of Agent A with the team via knowledge articles
B. Lower the target for entire team to that of Agent A
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal
E. Update case assignment rules to route more cases to Agent A

A, C, D

What are the factors that influence sales metrics, drive KPI's and form key business challenges?

A. Weak pipeline
B. Low productivity (sales rep)
C. Poor predictability (forecast)
D. Ineffective selling

What are the factors that influence marketing metrics and drive key marketing business challenges?

A. Insufficient lead generation
B. Poor alignment with sales
C. Measuring marketing ROI

A sales rep at UC is working on an opportunity and has created several quotes. A sales team member is unsure of which quote is active for the sales rep. How can the sales team member identify the appropriate quote? (Choose two)

A. Review the last modified date on the quotes
B. Review the last modified date on the opportunity
C. Look for the Syncing checkbox on the quote related list
D. Look for the Synced Quote field on the opportunity record

C, D

The marketing department at UC has been running several campaigns to target existing contacts within a sales region. The marketing department needs to know the effect of the campaigns on opportunities. Which solution would be recommended to the marketing department? (Choose 2)

A. Add a formula field on opportunities that references the associated campaigns.
B. Add opportunity records as campaign members to identify campaign influence.
C. Add the Campaign Influence related list and run the Campaigns with Influenced Opportunities report.
D. Add the Contact Roles related list to include associated campaigns in the campaign influence.

C, D

The sales department at UC defines its sales pipeline as all open opportunities and its forecast as opportunities with a 75 percent or greater probability of becoming closed/won. The sales department needs to monitor this information by region and revenue amount closing each month. Which solution should a consultant recommend?

A. Create a matrix report of opportunity amount by region and close month, and filter by probability.
B. Instruct sales operations and the regional leads to build monthly analytic snapshots.
C. Create a workflow rule to notify sales operations when an opportunity exceeds 75 percent probability.
D. Enable the regional pipeline and forecasting dashboard, and schedule a monthly refresh.

UC has implemented forecasting in Salesforce. Sales reps can roll up to many branches in the sales hierarchy based on the product being sold. Which solution would allow a sales rep to submit multiple forecasts for each position they occupy in the the hierarchy?

A. Set up multiple price books with separate forecasts for each product.
B. Allow sales reps to select a different role in the hierarchy depending on the product.
C. Configure territory management to enable sales reps to assign opportunities to territories.
D. Set up multiple opportunity record types and reps match type to a product.

The sales management team at UC travels frequently and is of often unable to log into the application to review their pending approvals. Which option should a consultant recommend to facillitate the approval process? (Choose 2)

A. Enable approvals by email for each approval process.
B. Enable Mobile to allow approvals via mobile devices.
C. Create a report of all pending approvals and add to the home page.
D. Schedule and email a dashboard of all pending approvals.

A, B

UC has a complex suite of products and pricing structure, which can be challenging for newer sales reps. The VP of Sales would like to facilitate collaboration between new and more experienced sales reps in order to improve the on-boarding process and to enable new sales reps to become productive faster. Which features should a consultant recommend to facilitate collaboration? (Choose 3)

A. Enable Content share documents using libraries
B. Enable Content and share documents using content deliveries
C. Enable Similar Opportunities
D. Enable Chatter feed tracking on opportunities
E. Schedule a dashboard to display sales rep performance.

A, C, D

Sales users at UC use MS Outlook to communicate with contacts. The system administrator has installed Connect for Outlook to synchronize the sales users' data. Sales users are reporting the issues listed below:
- Duplicate contact records are being created in Salesforce
- Tasks and events between Outlook and Salesforce do NOT match
Which synchronization configuration will address this issue?

A. One way synchronization from Salesforce to Outlook for contacts, and two way synchronization for activities.
B. Two way synchronization between Salesforce and Outlook for all records.
C. One way synchronization from Outlook to Salesforce for contacts and two way synchronization for activities.
D. One way synchronization from Salesforce to Outlook for all records

UC recently enabled Chatter and has found it extremely helpful in the sales process. Given the success, UC would like to bring the competitive intelligence team into Saleforce to leverage Chatter to collaborate on opportunities when key competitors are identified. Which step should be considered when setting up the competitive intelligence team? (Choose 2)

A. Add the competitive intelligence team to Chatter groups organized by competitor.
B. Create a single user for the competitive intelligence team to share.
C. Set up each member of the competitive intelligence team with standard user licenses.
D. Set up each member of the competitive intelligence team with Chatter Free licences.

A, D

A sales rep at UC is creating a content delivery for a high-profile prospect that contains sensitive information in the form of a pricing quote with terms and discount. What should the sales rep do before sending the content delivery URL to the prospect? (Choose 3)

A. Preview the URL to ensure that the formatting in the original file displays properly in the online version.
B. Send a preview email of the content delivery to ensure the link works correctly.
C. Create a workspace for the content delivery and add the prospect as a library member.
D. Set an expiration date for the content delivery.
E. Require a password on the content delivery before it can be viewed.

A, D, E

UC needs to create two communities for customers so that they can share and discuss ideas related to UC products. The requirements for each community are listed below:
- Community A will be a public community with ideas and comments that are visible to anyone.
- Community B will be a private community restricted to UC's most strategic customers.
Which option will allow UC to meet these requirements?

A. Configure unique categories for each community and ensure the proper access settings.
B. Set the sharing model for Community A to public and the sharing model for Community B to private.
C. Create two customer portals, map each community to its respective portal, and expose Community A using Sites.
D. Set up two Sites and map Community A to a publicly accessible URL and Community B to a hidden URL.

UC is enabling the partner portal to allow partners to update their opportunities in Salesforce. Partners should only have access to specific opportunity list views and opportunity reports. How can this level of access be enforced for partner portal users? (Choose 2)

A. Remove permissions for existing list views and report folders that should NOT be shared with partner users.
B. Create the appropriate list views and report folders and share with all partner users only.
C. Create list views and report folders in the partner portal setup so they are available to all partner users.
D. Create a new tab in the partner portal to display the appropriate list views and report folders.

A, C

The VP of Sales at UC is reviewing sales team member productivity and effectiveness and needs to know the relationship between the sales reps' level of engagement on deals and the deal close rate. Which metric will allow the VP of Sales to better understand the relationship? (Choose 2)

A. Average number of activities associated with closed/won versus closed/lost opportunities.
B. Total number of opportunity-related activities by each sales representative.
C. Total number of lead, account, and opportunity records created by each sales rep.
D. Average opportunity stage duration by each sales rep.

A, D

UC has observed a seasonal slow down in sales. To address the issue, the company is running a contest for the sales team as described below.
- Increase the number of leads qualified weekly.
- Increase the number of activities per sales deal.
- Increase the opportunity close ratio.
The VP of Sales needs to track the sales team's progress against these goals on a daily basis. Which solution will provide the required information?

A. Create a dashboard to track the metrics, set the VP of Sales as the running user, and schedule a daily refresh to be emailed.
B. Create three reports to track the metrics and schedule a daily refresh to be emailed.
C. Create a dashboard to track the metrics, set the VP of Sales as the running user, and set this as the default dashboard for all sales reps.
D. Create a custom report type to join leads, activities, and opportunities in a single report, and schedule a daily refresh to be emailed"

UC has enabled multi-currency in Salesforce. How can the VP of Global Sales summarize the pipeline from multiple currencies in the corporate currency?

A. Enable advanced currency management to set the default report currency to the corporate currency.
B. Create a set of reports for each currency and export to Excel to aggregate the data.
C. Set the display currency for the report to the corporate currency.
D. Modify the report filters to only display opportunity records in the corporate currency.

UC receives an average of 100,000 leads from an external source on a monthly basis and needs to import these into Salesforce. Which approach can a consultant suggest for importing leads? (Choose 2)

A. Use the data loader in bulk-API mode.
B. Use an Extract Transform Load (ETL) tool.
C. Use import wizard for leads.
D. Use a batch Apex job.

A, D

UC sells a large suite of products and its product pricing changes frequently. The company manages the product and pricing information in an Enterprise Resource Planning (ERP) system, and would like to manage sales opportunities in Salesforce and leverage the product and pricing data from the ERP system. Which factors should a consultant evaluate before suggesting a solution?

A. Frequency of product and pricing data updates and ability of the ERP system to process outbound messages.
B. Ability of the ERP system to expose product and pricing data as a Web page that can be used in a Web tab.
C. Volume and frequency of product and pricing data updates and ability of the ERP system to host a Web service.
D. Volume and frequency of product and pricing data updates and ability of the ERP system to call a web service.

UC is implementing Salesforce and plans to migrate several marketing campaigns from a legacy system. Which approach would a consultant recommend to ensure that the campaign and campaign member data is accurately maintained?

A. Create external ID fields for campaigns, leads, and contacts.
B. Create external ID fields for campaigns, campaign members, and accounts
C. Create external ID fields for campaigns, accounts, and contacts.
D. Create external ID fields for campaigns, leads, and accounts.

Think about he metrics that UP will use to measure the success of the Sales Cloud implementation. How would you design a solution to measure success for UP?

A. Create an analytic snapshot for standard reports
B. Customize the Measure Success standard report
C. Create a dashboard based on standard reports
D. Download and customize a user adoption dashboard from the AppExchange.

Think about UP's biggest pain points around leads. What would you recommend to improve the quality of leads passed from marketing to sales? (2 opt)

A. Create a workflow rule to send email alerts to the sales manager.
B. Create custom fields to capture critical lead information.
C. Implement validation rules for leads.
D. Create web-to-lead auto-response rules.

B, C

Think about the data access requirements for leads. UP wants all sales and marketing users to be able to see all leads, but only the Marketing Specialist should be able to create and modify lead data. What organization-wide defaults would you use for the Lead object to meet this requirement.

A. Private
B. Public Read-Only
C. Public Read-Write
D. Public Read/Write Transfer

Think about the lead process at UP. How would you design a solution to support their process. (2 opt)

A. Use lead status to capture if the lead is contacted, open, qualified, of unqualified.
B. Use a workflow rule to automatically assign follow-up tasks for open leads.
C. Create an approval process for each stage in the lead process.
D. Create different lead processes for each line of business.

A, B

You can track Assets through Accounts, Contacts, Products, or Cases.

A. True
B. False

You can track only Assets sold by your company.

A. True
B. False

Which of the following statements about Standard and Custom Price Books are accurate? (2 opt)

A. A Standard Price Book includes a master list of all Products with their associated Standard Prices.
B. A Custom Price Book includes a master list of all Products with their associated Custom Prices.
C. A Custom Price Book is a subset of the Products listed in the Standard Price Book.

A, C

There are four steps to managing Products and Price Books. Can you put the steps in order?
1. Create Product
2. Create Custom Price Book
3. Defined Standard Price
4. Set List Price

A. 1, 2, 3, 4
B. 4, 1, 2, 3
C. 2, 1, 4, 2
D. 1, 3, 2, 4

Your organization sells a product that requires your customers to pay all at once but receive the product in increments. What should be your first step in setting up Product schedules?

A. Enable creation of Quantity Schedules
B. Enable creation of Revenue Schedules
C. Set up default Quantity schedules for Products
D. Set up default Revenue schedules for Products

In addition to setting the standard price, what must you also do in order to add a Product to a Custom Price Book?

A. Enter a Product Code
B. Enter a Product Description
C. Check the Active checkbox
D. Select a Product Family

Which of these steps should take place before setting a List Price for a Product? (2 opt)

A. Update all items in the Standard Price Book
B. Update all items in the Custom Price Book
C. Create the Product
D. Define the Product's Standard Price
E. Specify a Quantity or Revenue Schedule

C, D

Your org-wide defaults for Price Books are set to "No Access". What should you do to enable your Sales Reps to view the South America Price Book and add Products in this Price Book to Opportunities?

A. Set the org-wide defaults to "Use", then manually change all non Sales Reps' access to "No Access"
B. Set the org-wide defaults for all Sales Reps to "Use"
C. Grant specific "Use" access rights to Sales Reps for the South America Price Book
D. Change all Custom Price Books' access for Sales Reps to "Use"

Your org-wide defaults for access rights to Price Books are set to "Use", but only Sales Reps should have access to Price Books. What should be your first step?

A. Change the org-wide default setting to "No Access"
B. Change the org-wide default setting to "View Only"
C. Leave the org-wide default setting, but change the Sales Reps' access rights
D. Change the Sales Reps' access rights to "Use'

Your company has decided they want to track payment and deliveries for their products and services. Place the steps in order:
1. Set up default schedules for any products that involve regular payments or delivery.
2. Do not set up default schedules for products that involve payments or deliveries that are unique to each opportunity.
3. Enable Scheduling for all products.

A. 1, 2, 3
B. 2, 1, 3
C. 3, 1, 2
D. 2, 3, 1

Your company sells service contracts where the customer pays once a year for a monthly service package. What type of schedule should you set up?

A. Default Quantity Schedule
B. Default Revenue Schedule
C. Default Revenue and Quantity Schedule
D. Don't create any default schedule

Your company sells large mainframes that are delivered in one delivery but are paid for with several regular installments. What type of schedule should you set up?

A. Default Quantity Schedule
B. Default Revenue Schedule
C. Default Revenue and Quantity Schedule
D. Don't create any default schedule

A sales rep can create a quote from:

A. An Account and its Opportunities
B. An Opportunity and its Products
C. A Product and its Price Book
D. A Contact and its Assets

Who can benefit from the Quotes feature? (3 opt)

A. A customer who wants to get a quote from Salesforce
B. A sales rep who wants to create and email a PDF quote from Salesforce
C. An Administrator who wants to manage quoting in Salesforce

A, B, C

How do you create a new quote for a customer?

A. Select an Account and click "New Quote"
B. Click the Quotes tab, then click "New Quote"
C. Select an Opportunity, then click "New Quote"
D. Select a Contact and click "New Quote"

You can apply a discount to the entire quote; there is no need to apply discounts to individual line items in the quote.

A. True
B. False

When editing a quote, you can edit which of the following? (3 opt)

A. The discount to apply to the entire quote including all line items
B. The quote name and status
C. The expiration date of the quote
D. The contact and address information of the customer

B, C, D

The quotes syncing process synchronizes updates between:

A. Different sales reps working on the same quote.
B. Various products in an opportunity
C. A quote and the opportunity it was created from
D. Different quotes created from the sames opportunity

You want to sync a new quote with its opportunity, but an old quote is already syncing. What should you do first?

A. Open new quote detail page so you can start syncing process
B. Check the syncing checkbox for new quote in the quote related list on the opportunity
C. Uncheck the syncing checkbox for the old quote
D. Stop the syncing for the old quote

To create a PDF file of your quote, click "Create PDF" on the quote detail page.

A. True
B. False

Once you save a PDF quote, the file is automatically emailed to the customer.

A. True
B. False

Place the following steps in the correct order to set up Salesforce for Outlook:
1. Users and profiles must be assigned to an Outlook configuration
2. Users must begin syncing records across platforms
3. Salesforce for Outlook must be downloaded to the machine
4. An Outlook configuration must be created.

A. 1, 2, 3, 4
B. 1, 3, 2, 4
C. 2, 1, 4, 2
D. 4, 1, 3, 2

How can end users work with Salesforce for Outlook? (2 opt)

A. Define Outlook configurations
B. Assign configurations to other users with their profile
C. Install Salesforce for Outlook
D. Select Outlook sync folders

C, D

How can end users sync their data from Outlook (using Salesforce for Outlook)? (2 opt)

A. Using the sync system try icon and clicking sync now
B. Allowing sync to run regularly in the background
C. Setting up sync schedule in Salesforce
D. Setting up sync schedule in Outlook

A, B

Which of the following can be synced with Salesforce for Outlook? (3 opt)

A. Contacts
B. Tasks
C. Accounts
D. Events
E. Emails

A, B, D

AW Computing just added the "Total Converted Leads in Hierarchy" roll-up summary field to all campaign page layouts. However, the administrator cannot see the new field on a campaign record. What else needs to be configured to see this field?

A. Select the "Marketing User" checkbox
B. Select the "Create" permission for the Campaigns object
C. Set the org-wide defaults for the Campaign object to "Public Full Access"
D. Make the field visible using field-level security

Where do you select the "Marketing User" checkbox to enable a user to create, edit, delete, and clone campaigns; manage campaign members; and edit advanced campaign setup?

A. Org-wide defaults
B. User record
C. Profile
D. Sharing Rules

AW Computing wants to run advertisement campaigns and then run reports to measure which advertisement type (online, magazine, or newspaper) generates the most revenue. Where would you create an "Advertisement Type" picklist to track this information?

A. Campaigns object
B. Contacts object
C. Campaign Members object
D. Leads object

Forecasting is an exact science and is the total of all the opportunities you are working on.

A. True
B. False

Describe Quota.

A. Benchmark of how much should be sold within a certain time frame
B. Revenue projection that can be expressed in dollar amounts, units of product family, or both
C. Consists of opportunities in various stages of maturity

Describe Pipeline.

A. Benchmark of how much should be sold within a certain time frame
B. Revenue projection that can be expressed in dollar amounts, units of product family, or both
C. Consists of opportunities in various stages of maturity

Describe Forecast.

A. Benchmark of how much should be sold within a certain time frame
B. Revenue projection that can be expressed in dollar amounts, units of product family, or both
C. Consists of opportunities in various stages of maturity

Which of the following statements are true about an end user's forecast? (4 opt)

A. Is updated in the system every evening at 5 pm
B. This aggregate can be dollars of revenue
C. This aggregate can be units of products
D. This aggregate can be both dollars or revenue and units of products
E. Rolls up according to the forecast hierarchy

B, C, D, E

Customizable Forecasting must be enabled by salesforce.com support.

A. True
B. False

Standard fiscal years must start on January 1st.

A. True
B. False

With Customizable Forecasting you can forecast any of the following data. (3 opt)

A. Quantity
B. Units of Individual Products
C. Units of Product Family
D. Amount

A, C, D

The Forecast Category on the Opportunity record maps directly, on a one-to-one basis, to the aggregates on the Forecast tab.

A. True
B. False

Which of the following statements are true about the Opportunity field, "Stage"? (2 opt)

A. There are 10 default stage values, based on a commonly used sales methodology.
B. The list of default stage values cannot be edited or added.
C. There are other sales methodologies that can be downloaded from the AppExchange and used within Salesforce

A, C

Sales Rep Phil Smith has an opportunity for $50,000 in the Commit stage. Which aggregates on Phil's forecast will include this amount? (3 opt)

A. Pipeline
B. Best Case
C. Commit
D. Closed

A, B, C

Which of the following describes the Stage field?

A. Identifies where a deal is in relation to actually being closed.
B. Determines the row in your Forecast where the amount will be aggregated.
C. The numeric prediction that the revenue from an opportunity will be realized.

Which of the following describes the Probability field?

A. Identifies where a deal is in relation to actually being closed.
B. Determines the row in your Forecast where the amount will be aggregated.
C. The numeric prediction that the revenue from an opportunity will be realized.

Which of the following describes the Forecast Category field?

A. Identifies where a deal is in relation to actually being closed.
B. Determines the row in your Forecast where the amount will be aggregated.
C. The numeric prediction that the revenue from an opportunity will be realized.

You have an Opportunity in the Value Proposition stage, for an amount of $1,000 that has a 50% Probability of closing. If all goes well, and this Opportunity closes, how much revenue will be realized?

A. $1,000
B. $500
C. $750

Forecast Categories: (Select all that apply)

A. Are there to help you categorize your opportunities, so you can gauge more accurately how much revenue you can bring in a given time period
B. Are the same thing as Sales Stages
C. Have a default value that is associated with the Stage field

A, C

Which of the following stage should be matched with the Forecast Category "Closed"

A. Early pipeline stages
B. Mid pipeline
C. Late pipeline stages
D. Closed and Won
E. Closed and Lost

Which of the following stage should be matched with the Forecast Category "Omit"

A. Early pipeline stages
B. Mid pipeline
C. Late pipeline stages
D. Closed and Won
E. Closed and Lost

Which of the following stage should be matched with the Forecast Category "Best Case"

A. Early pipeline stages
B. Mid pipeline
C. Late pipeline stages
D. Closed and Won
E. Closed and Lost

Which of the following stage should be matched with the Forecast Category "Commit"

A. Early pipeline stages
B. Mid pipeline
C. Late pipeline stages
D. Closed and Won
E. Closed and Lost

Which of the following stage should be matched with the Forecast Category "Pipeline"

A. Early pipeline stages
B. Mid pipeline
C. Late pipeline stages
D. Closed and Won
E. Closed and Lost

Forecast Category "Closed" can be summarized as:

A. Closed
B. Closed + Commit
C. Closed + Commit + Best Case
D. Commit + Best Case + Pipeline

Forecast Category "Commit" can be summarized as:

A. Closed
B. Closed + Commit
C. Closed + Commit + Best Case
D. Commit + Best Case + Pipeline

Forecast Category "Best Case" can be summarized as:

A. Closed
B. Closed + Commit
C. Closed + Commit + Best Case
D. Commit + Best Case + Pipeline

Forecast Category "Pipeline" can be summarized as:

A. Closed
B. Closed + Commit
C. Closed + Commit + Best Case
D. Commit + Best Case + Pipeline

Your forecast is available to your manager only after you have clicked the Submit button.

A. True
B. False

Choose the correct statement.

A. Any salesperson can change their quota at any time.
B. Only users with the appropriate permissions can change their quota.

Your commit summary says you can bring in $1,000 this period but you've just gotten a verbal approval on a deal for $500 from a CEO. What should you do?

A. Nothing. It's ok if the forecast is inaccurate
B. Override the opportunity and move the stage to commit, making the forecast more realistic
C. Override the forecast summary for your commit

Which of the following statements are true about managers and forecasts? (4 opt)

A. A manager must have their own opportunities
B. A manager submits their own estimate of the forecast
C. A manager can adjust a forecast to a higher number
D. A manager can adjust a forecast to a lower number
E. A manager can see the forecasts of every person below them in the role hierarchy
F. A manager can override the forecast of every person below them in the role hierarchy

B, C, D, E

The stage field is mapped to a value for the Forecast Category field and this can never be changed in an opportunity.

A. True
B. False

You are setting up security for your client, UCI. UCI has a collaborative sales model and want to make sure all team members work together to meet the customer needs. They are likely to require an open sharing model that will allow them to cross- and up-sell opportunities.

A. True
B. False

Why are profiles important when managing security of records? (2 opt)

A. Profiles allow users Read permission only. To allow Create, Edit, or Delete permissions, an admin must change the default setting.
B. When custom applications are installed or created, you can manage access at the profile level.
C. Profiles define a user's permission to perform different functions within Salesforce.
D. Profiles manage data visibility based on where users are placed among the profile hierarchy.
E. To ensure appropriate system permissions, administrators often assign multiple profiles to a single user.

B, C

What are some common security challenges? (3 opt)

A. Consultants have different beliefs about the optimal level of security for clients
B. Different industries require and follow different security models
C. Marketing and sales organizations differ on how they access contacts.
D. Salesforce users must have access to the right records and only see relevant data.

B, C, D

What should access to records be based on?

A. The org chart
B. User preference
C. The org-wide default
D. Roles and role hierarchy

Role hierarchy should normally mimic the org structure.

A. True
B. False

Which describes a usability and/or adoption challenge? (4 opt)

A. Julie is concerned that other reps will steal her leads
B. Mario is not sure that Salesforce can do everything he needs it to do
C. Mary can't figure out how to update her contact list
D. Kevin wants meetings with his manager to be more strategic and less task-oriented
E. Bob questions the quality of data in Salesforce
F. Iris is worried that once her admin makes a change, her accounts will be outdated.

B, C, E, F

Match this tip with its design consideration.
"Show each job function relevant information"

A. Tab and field naming
B. Reduced clicks
C. Search
D. Record types and page layouts
E. Workflow rules and approvals
F. Minimized redundant data entry

Match this tip with its design consideration.
"Use 1-2 clicks from the Home page"

A. Tab and field naming
B. Reduced clicks
C. Search
D. Record types and page layouts
E. Workflow rules and approvals
F. Minimized redundant data entry

Match this tip with its design consideration.
"Make it easy for users to find data"

A. Tab and field naming
B. Reduced clicks
C. Search
D. Record types and page layouts
E. Workflow rules and approvals
F. Minimized redundant data entry

Match this tip with its design consideration.
"Use the client's language"

A. Tab and field naming
B. Reduced clicks
C. Search
D. Record types and page layouts
E. Workflow rules and approvals
F. Minimized redundant data entry

Match this tip with its design consideration.
"Use alerts sparingly"

A. Tab and field naming
B. Reduced clicks
C. Search
D. Record types and page layouts
E. Workflow rules and approvals
F. Minimized redundant data entry

Match this tip with its design consideration.
"Users should not do things more than once because it takes time and may create dirty data"

A. Tab and field naming
B. Reduced clicks
C. Search
D. Record types and page layouts
E. Workflow rules and approvals
F. Minimized redundant data entry

For optimal usability and adoption, a solution must do what. (4 opt)
A. Provide value so users perceive it as a valuable spending of their time.
B. Be easy to use so users can easily enter data and find information.
C. Have trusted data.
D. Be inexpensive so users don't worry about the bottom line when using the application.
E. Provide both online help and hard copy reference materials to assist users at all times.
F. Be easy to change through a change management process in place.

A, B, C, F

What does Salesforce usability mean?

A. How many users log on to Salesforce on a daily basis
B. What is the ratio of Salesforce users to the amount of sales
C. How satisfied Salesforce users are with the application
D. How easily can customers achieve their goals using Salesforce

How many reports should you design for optimal usability?

A. Five to seven reports per role
B. As many as needed per role, without overwhelming users
C. The more the better, as long as you are using a clear naming convention
D. Up to 10 reports per role

What is clean data?

A. Data that is trusted by the user
B. Data that is freshly entered
C. Data that is used by a single role
D. Data that is entered by an admin
E. Data that is independent of other data

Match the following loading option to the description of when to use it.
"Manual Entry"

A. Brian wants to consolidate all his accounts from several systems.
B. Bill wants to load 20,000 lead records.
C. Beckie wants to load all her 65,000 contact records.
D. Bob wants to load a single account record.
E. Berta wants to keep a separate system as her "system of record"

Match the following loading option to the description of when to use it.
"Import Wizard"

A. Brian wants to consolidate all his accounts from several systems.
B. Bill wants to load 20,000 lead records.
C. Beckie wants to load all her 65,000 contact records.
D. Bob wants to load a single account record.
E. Berta wants to keep a separate system as her "system of record"

Match the following loading option to the description of when to use it.
"Force.com Data Loader"

A. Brian wants to consolidate all his accounts from several systems.
B. Bill wants to load 20,000 lead records.
C. Beckie wants to load all her 65,000 contact records.
D. Bob wants to load a single account record.
E. Berta wants to keep a separate system as her "system of record"

Match the following loading option to the description of when to use it.
"ETL Tool"

A. Brian wants to consolidate all his accounts from several systems.
B. Bill wants to load 20,000 lead records.
C. Beckie wants to load all her 65,000 contact records.
D. Bob wants to load a single account record.
E. Berta wants to keep a separate system as her "system of record"

Match the following loading option to the description of when to use it.
"Integration"

A. Brian wants to consolidate all his accounts from several systems.
B. Bill wants to load 20,000 lead records.
C. Beckie wants to load all her 65,000 contact records.
D. Bob wants to load a single account record.
E. Berta wants to keep a separate system as her "system of record"

What are the key data management challenges? (3 opt)

A. The system must enable easy and correct entry of data
B. Users must be able to find and trust data in the system
C. Data must not be available to certain roles
D. The system must keep the data clean for future use
E. Users must not use the same data too often to avoid contamination

A, B, D

Your sole focus, when working with a client on data management, should be on initial data migration.

A. True
B. False

Your client is using Account data that is old. How can you help?

A. Enhance Account content with data.com
B. Use Account Merge utility
C. Change you data migration plan for Accounts
D. Re-load all Account records

What is the benefit of a Force.com sandbox?

A. It allows for development, testing, and training
B. It extends Salesforce functionality
C. It builds new application functionality
D. It allows to create or change buttons, and dynamically route approvals

Force.com allows you to bring your custom interface to any support device.

A. True
B. False

Used Books R Us sells books at its local store, online via its website, online via Amazon, and through a larger, well-known book company called We Sell Books. Which Sales strategy does this company user?

A. Direct sales
B. Sales channel
C. A hybrid of direct sales and sales channel

Why is it important to forecast sales?

A. Forecasting helps a company know what's in the pipeline
B. Forecasting allows a company to manage revenue
C. Forecasting tells managers the percent of deals closed
D. Forecasting moves opportunities through stages

Which of the following steps accurately describe the process map in sales and marketing organizations?

A. Lead generation, lead qualification, revenue management (forecasting)
B. Lead generation, revenue management (forecasting), lead qualification
C. Lead generation, lead qualification, opportunity conversion
D. Lead generation and qualification, opportunity conversion, revenue management (forecasting)

Who is most interested in the alignment of sales and marketing?

A. Sales Reps
B. Sales/Marketing Managers
C. Sales/Marketing VP
D. IT

Who is most interested in visibility, no surprises, and system ROI?

A. Sales Reps
B. Sales/Marketing Managers
C. Sales/Marketing VP
D. IT

Who is most interested in seamless migration?

A. Sales Reps
B. Sales/Marketing Managers
C. Sales/Marketing VP
D. IT

Who is most interested in ease of use, value, and time-saving solutions?

A. Sales Reps
B. Sales/Marketing Managers
C. Sales/Marketing VP
D. IT

Which of the following is a typical challenge for a sales organization? (3 opt)
A. Optimizing lead management
B. Driving more business
C. Improving sales rep productivity
D. Complete visibility
E. Poor customer satisfaction

A, C, D

A strong pipeline requires trusted data. Which of the following example describes a need for trusted data?

A. Leads are qualified but not routed to the right people
B. Campaigns are launched without communicating the follow-up plan
C. Leads are tracked in separate systems, not accessible by all
D. As business matures, it becomes difficult to identify right prospects

A strong pipeline requires faster response. Which of the following example describes a need for faster response?

A. Leads are qualified but not routed to the right people
B. Campaigns are launched without communicating the follow-up plan
C. Leads are tracked in separate systems, not accessible by all
D. As business matures, it becomes difficult to identify right prospects

A strong pipeline requires sales and marketing alignment. Which of the following example describes a need for sales and marketing alignment?

A. Leads are qualified but not routed to the right people
B. Campaigns are launched without communicating the follow-up plan
C. Leads are tracked in separate systems, not accessible by all
D. As business matures, it becomes difficult to identify right prospects

A strong pipeline requires greater visibility. Which of the following example describes a need for greater visibility?

A. Leads are qualified but not routed to the right people
B. Campaigns are launched without communicating the follow-up plan
C. Leads are tracked in separate systems, not accessible by all
D. As business matures, it becomes difficult to identify right prospects

How can a sales organization address the "lag time" challenge?

A. By offering higher incentives to sales reps
B. By improving alignment with the marketing organization
C. By optimizing lead assignment and scoring
D. By avoiding the use of leads

Sales methodology means an industry-recognized standard sales process.

A. True
B. False

Which best describes the Salesforce Automation feature "Sales Processes" ?

A. Ensures that we are tracking our progress towards the desired states.
B. Enforces the business process.
C. Identifies key stakeholders from the buy side.
D. Makes sure we recognize those involved in the sales process.
E. Allows to better automate the sales methodology.
F. Determines the sales stages of an organization.

Which best describes the Salesforce Automation feature "Opportunity Teams" ?

A. Ensures that we are tracking our progress towards the desired states.
B. Enforces the business process.
C. Identifies key stakeholders from the buy side.
D. Makes sure we recognize those involved in the sales process.
E. Allows to better automate the sales methodology.
F. Determines the sales stages of an organization.

Which best describes the Salesforce Automation feature "Contact Roles" ?

A. Ensures that we are tracking our progress towards the desired states.
B. Enforces the business process.
C. Identifies key stakeholders from the buy side.
D. Makes sure we recognize those involved in the sales process.
E. Allows to better automate the sales methodology.
F. Determines the sales stages of an organization.

Which best describes the Salesforce Automation feature "Activities" ?

A. Ensures that we are tracking our progress towards the desired states.
B. Enforces the business process.
C. Identifies key stakeholders from the buy side.
D. Makes sure we recognize those involved in the sales process.
E. Allows to better automate the sales methodology.
F. Determines the sales stages of an organization.

Which best describes the Salesforce Automation feature "Data Validation" ?

A. Ensures that we are tracking our progress towards the desired states.
B. Enforces the business process.
C. Identifies key stakeholders from the buy side.
D. Makes sure we recognize those involved in the sales process.
E. Allows to better automate the sales methodology.
F. Determines the sales stages of an organization.

Which best describes the Salesforce Automation feature "Workflow/Approvals" ?

A. Ensures that we are tracking our progress towards the desired states.
B. Enforces the business process.
C. Identifies key stakeholders from the buy side.
D. Makes sure we recognize those involved in the sales process.
E. Allows to better automate the sales methodology.
F. Determines the sales stages of an organization.

Which of the following are the main challenges that affect Sales Rep productivity? (3 opt)

A. Lack of motivation
B. Tedious data entry process
C. Difficulty in finding information
D. Not enough leads from marketing
E. Difficulty in keeping client data current
F. Having to create reports manually

B, C, F

What should you keep in mind when designing a solution to improve Sales Rep productivity? (2 opt)

A. Links may be confusing; use them sparingly
B. Including AppExchange mash-ups may slow down Sales Reps
C. Information should be entered only once
D. Finding information should only be a few clicks away

C, D

What are the main challenges that Marketing faces when trying to drive more business? (4 opt)

A. Website integration: Lack of website integration, which delays entry of leads into CRM
B. Email Marketing: Difficult to track and report on effectiveness of emails that were sent
C. Search Marketing: No reportable relationship between search words and closed sales
D. Reporting: Must create reports manually, which slows down lead generation
E. Campaign Management: No way to accurately report on campaign ROI
F. Partners: Lack of partners who will do mass emailing per customer specification

A, B, C, E

Put the following steps in order to set up Google AdWords to work seamlessly with Salesforce.
1. Convert leads into new customers
2. Advertise your business on Google
3. Capture leads on your website

A. 1, 2, 3
B. 2, 1, 3
C. 3, 1, 2
D. 2, 3, 1

The native mass email functionality is not recommended for marketing.

A. True
B. False

What are the main challenges that marketing faces when trying to align with sales? (2 opt)

A. Inefficient handoff from marketing to sales
B. Lack of feedback from marketing to sales
C. Slowing down of lead velocity
D. Sales cannot keep up with leads from marketing

A, C

Sales should evaluate lead quality and provide feedback to marketing.

A. True
B. False

What are some of the ways to align communication between the sales and marketing organizations? (5 opt)

A. Provide sales collateral in one place
B. Standardize internal and external communication with templates
C. Communicate availability of sales collateral
D. Have a daily meeting with sales to check on latest developments
E. Gather feedback on sales collateral and templates
F. Evaluate impact of collateral on bringing leads through to close

A, B, C, E, F

Which role is interested in the report "Sales Activity by Client Last Week" ? (2 opt)

A. VP of Sales
B. Sales Operations
C. Sales Manager
D. Sales Rep

C, D

Who would be interested in the "Top 10 Reasons Deals Were Lost" report?

A. VP of Sales
B. Sales Operations
C. Sales Manager
D. Sales Rep

Which pair of reports is best associated with the business driver "Build a strong pipeline" ?

A. "# of Face-to-Face Meetings" and "# of Deals Won, Lost, and In-Progress"
B. "Stage Duration Age" and "Forecast by Sales Rep"
C. "Closed Opportunities by Lead Source" and "Reasons for Lead Disqualification"

Which pair of reports is best associated with the business driver "Manage the Funnel" ?

A. "# of Face-to-Face Meetings" and "# of Deals Won, Lost, and In-Progress"
B. "Stage Duration Age" and "Forecast by Sales Rep"
C. "Closed Opportunities by Lead Source" and "Reasons for Lead Disqualification"

Which pair of reports is best associated with the business driver "Improve Sales Rep productivity" ?

A. "# of Face-to-Face Meetings" and "# of Deals Won, Lost, and In-Progress"
B. "Stage Duration Age" and "Forecast by Sales Rep"
C. "Closed Opportunities by Lead Source" and "Reasons for Lead Disqualification"

A Campaign Call-Down report justifies the spend on programs; helps to know who to target for future campaigns; shows the relations to sales data, lead data, and analysis of campaigns; and reflects how customer community interacts and how it affects sales. Who would benefit most from the idea that this report justifies the spend on programs?

A. VP Marketing
B. BI/Analytics
C. Marketing Executive
D. Campaign Manager

A Campaign Call-Down report justifies the spend on programs; helps to know who to target for future campaigns; shows the relations to sales data, lead data, and analysis of campaigns; and reflects how customer community interacts and how it affects sales. Who would benefit most from the idea that this report helps to know who to target for future campaigns?

A. VP Marketing
B. BI/Analytics
C. Marketing Executive
D. Campaign Manager

A Campaign Call-Down report justifies the spend on programs; helps to know who to target for future campaigns; shows the relations to sales data, lead data, and analysis of campaigns; and reflects how customer community interacts and how it affects sales. Who would benefit most from the idea that this report shows the relations to sales data, lead data, and analysis of campaigns?

A. VP Marketing
B. BI/Analytics
C. Marketing Executive
D. Campaign Manager

A Campaign Call-Down report justifies the spend on programs; helps to know who to target for future campaigns; shows the relations to sales data, lead data, and analysis of campaigns; and reflects how customer community interacts and how it affects sales. Who would benefit most from the idea that this report reflects how customer community interacts and how it affects sales?

A. VP Marketing
B. BI/Analytics
C. Marketing Executive
D. Campaign Manager

What should you do when migrating Opportunities?

A. Determine if you need to load owner who are not current users
B. Always load all owners, including those who are not current users
C. Only load owners who are current users
D. Load all available data, including owners

Sales reps must use the same system to manage calendars and to document meetings.

A. True
B. False

Which of the following descriptions best describe Chatter?

A. A tool for extending pricing proposals to customers
B. A content management tool for users who seek information
C. A library that allows access to documents
D. A collaboration tool
E. A data enrichment tool that maintains updated data

Which of the following descriptions best describe Quotes?

A. A tool for extending pricing proposals to customers
B. A content management tool for users who seek information
C. A library that allows access to documents
D. A collaboration tool
E. A data enrichment tool that maintains updated data

Which of the following descriptions best describe Content?

A. A tool for extending pricing proposals to customers
B. A content management tool for users who seek information
C. A library that allows access to documents
D. A collaboration tool
E. A data enrichment tool that maintains updated data

Which of the following descriptions best describe Knowledge?

A. A tool for extending pricing proposals to customers
B. A content management tool for users who seek information
C. A library that allows access to documents
D. A collaboration tool
E. A data enrichment tool that maintains updated data

Which of the following descriptions best describe Data.com?

A. A tool for extending pricing proposals to customers
B. A content management tool for users who seek information
C. A library that allows access to documents
D. A collaboration tool
E. A data enrichment tool that maintains updated data

What should you consider when migrating inactive campaigns?

A. Nothing. You should not migrate inactive campaign data
B. Determine which data is important based on ROI
C. Determine which data is important based on data amount
D. Consider how long they have been inactive

Most common integrations in a marketing organization take place when...

A. Lead Generation
B. Lead Qualification
C. Revenue Management (forecasting)
D. Campaign Management

Who has permission to edit a Chatter profile?

A. An Administrator
B. An individual user
C. A user's manager
D. Profiles are not editable

Which of the following is good Chatter Etiquetter? (2 opt)

A. Connect with co-workers by letting them know about your weekend
B. Direct users to a subject matter experts
C. Ask questions to gain vertical expertise
D. Ask questions about bonus schedules

B, C

Which option best identifies with the Chatter Home Page?

A. Everyone can see what you post here. Displays posts from everyone you're following.
B. Everyone can see what you post here. Only displays posts directed to you.
C. Only users with access rights can view or post here.

Which option best identifies with the Chatter Profile Page?

A. Everyone can see what you post here. Displays posts from everyone you're following.
B. Everyone can see what you post here. Only displays posts directed to you.
C. Only users with access rights can view or post here.

Which option best identifies with the Chatter Record Page?

A. Everyone can see what you post here. Displays posts from everyone you're following.
B. Everyone can see what you post here. Only displays posts directed to you.
C. Only users with access rights can view or post here.

What types of records can be added to Salesforce from Data.com? (3 opt)

A. Opportunities
B. Contacts
C. Leads
D. Accounts
E. Campaigns

B, C, D

Data.com: The checkmark next to records in search results indicates the record is already in Salesforce.

A. True
B. False

Data.com: What does the Reviewed Status indicate?

A. The record has minimal activity on Data.com
B. The record should be deleted from Salesforce
C. The record has been manually cleaned against Data.com
D. The record might have a bad phone number

How many additions do you use to clean a record with Data.com?

A. 5
B. 12
C. 1
D. 0

Which statements about the Salesforce Classic Mobile application are true? (2 opt)

A. It is a server application
B. It provides mobile access to data, tasks, and calendar
C. It works only when a smartphone is connected to a wireless network
D. It downloads relevant data for standard Salesforce objects and custom objects

B, D

Arrange the steps to set a passcode, in the correct order (using Salesforce Classic).
1. Enter your passcode again for confirmation
2. Enter your passcode when prompted to create a passcode
3. Ensure that the Salesforce Classic application is installed and all your Salesforce records are downloaded to your device

A. 1, 2, 3
B. 2, 1, 3
C. 3, 2, 1
D. 2, 3, 1

Arrange the steps to create a record in the correct order (using Salesforce Classic).
1. Select Save from the menu
2. Open the records in the list view or highlight the object tab
3. Open the menu and select New
4. Enter the record details in the specified fields

A. 2, 3, 4, 1
B. 1, 2, 3, 4
C. 2, 1, 4, 2
D. 1, 3, 2, 4

Arrange the steps to view record related lists in the correct order (using Salesforce Classic).

1. Open the record or highlight it in the view
2. Open the menu to display the group of objects associated with the selected record
3. Select the required type of related records from the displayed objects

A. 1, 2, 3
B. 2, 1, 3
C. 3, 2, 1
D. 2, 3, 1

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