Plat-101 Salesforce Certified Platform Foundations Question and Answers

 A business analyst produces data-driven solutions by eliciting, documenting, and examining requirements around organizational challenges. A business analyst also helps design and implement solutions using Salesforce tools and best practices

Changing the default value of the Lead Source field from ‘Web’ to ‘Trade Show’ is the best way to help the sales reps when they create these lead records, as it will automatically populate the field with the correct value, and save them time and effort.

 The person that the associate would typically work with to get a new field added in their Salesforce org is a Salesforce Administrator. A Salesforce Administrator is someone who configures and manages the Salesforce platform for their organization. They can create and customize objects, fields, layouts, reports, dashboards, and other features to meet the specific needs of their users

 The Nonprofit Cloud is preconfigured to handle all of the requirements listed, such as operations management, program management, grantmaking, fundraising, marketing, and engagement. The Nonprofit Cloud is a set of solutions that helps nonprofits drive greater impact through connected experiences.

The Lightning App Builder is a tool that allows the associate to draft changes to the account record page, such as adding tabs, hiding components, and making fields conditionally visible, and preview them before publishing.

Permission sets are used to grant additional access to users based on their functional or departmental needs. Role hierarchy is used to grant access to records based on the user’s position in the organization. Individual profiles are used to define the baseline access for users based on their license type and job function.

 Selecting Fields to Display is what the associate should do to add the missing key columns to the custom Contact list view. Selecting Fields to Display is a feature that allows the user to choose which fields to show as columns in the list view, and in what order. The user can select up to 15 fields to display, and drag and drop the fields to rearrange the column order. Editing list filters is a feature that allows the user to apply one or more criteria to filter the records that are displayed in the list view. The user can select a field, an operator, and a value for each filter, and combine multiple filters with AND or OR logic. Editing sharing settings is a feature that allows the user to control the access and visibility of records for different users and groups. The user can define the organization-wide default, role hierarchy, sharing rules, and manual sharing for each object.

 Health Cloud is the Salesforce cloud solution that should help meet the needs of a nonprofit organization that wants to ensure residents receive health checkups and comply with local privacy laws. Health Cloud is a cloud-based software solution that allows healthcare providers to manage patient relationships, care coordination, and engagement

 Converting the Region field to a picklist field is the recommended action to ensure there is correct data for this field. A picklist field allows the user to select a value from a predefined list of values, which ensures data consistency and accuracy. For example, the Region field could have values such as North America, Europe, Asia, and so on. Creating a validation rule to enforce correct spelling would not work, because it would not prevent the field from being blank, and it would not account for different spellings or variations of the same region. Emailing users a list of region names with correct spelling would not work, because it would rely on the users to manually enter the correct values, which is prone to human error and inconsistency.

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

A spreadsheet is a representation of an object, where the records are rows and the fields are columns. An object is a collection of records that have the same fields, such as account, contact, or opportunity.

The thing that they should do to add the missing information to the custom Contact list view is to select Fields to Display. Fields to Display is an option that allows the user to customize which columns appear in the list view, based on the fields that are associated with the object. The user can access the Fields to Display option by clicking on the List View Controls menu and then clicking on Select Fields to Display. There, they can add, remove, and reorder the fields that they want to see in the list view. Editing sharing settings or editing list filters are not the correct actions to add the missing information to the list view, because they affect the visibility and the criteria of the records, not the columns.

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

Agentforce, part of Salesforce’s Sales Cloud, utilizes Einstein AI and predictive analytics to enhance the efficiency of sales teams. Key capabilities of Agentforce include:

Lead Scoring: Using AI to assign scores based on the likelihood of conversion, allowing sales teams to prioritize activities.

Opportunity Insights: Providing actionable recommendations based on historical and predictive data.

Next Best Action: Offering suggestions to engage leads effectively.

A. Scheduling meetings with leads: This functionality may involve Salesforce Calendar or integrated scheduling tools, not directly Agentforce.

C. Automating emails to leads at pre-defined times: This is a feature of Salesforce Pardot or Marketing Cloud, not Agentforce.

References from Salesforce Documentation:

Salesforce Sales Cloud Overview

Einstein Lead Scoring

Salesforce Associate Exam Guide

Changing the field type of a custom field may result in data loss if the new field type is incompatible with the existing data. For example, changing a text field to a number field may cause the loss of alphanumeric values. The field type can be changed for most custom fields, but not all. For example, changing a master-detail field to a lookup field is not allowed. The field being a required field does not affect the ability to change the field type.

In Salesforce, the Contacts object is used to store information about individuals associated with an Account (e.g., the customer organization). Since the new Director of IT works for Northern Trail Outfitters (NTO), the correct place to store their information is under Contacts, linked to the relevant Account.

A. Accounts: Used for organizations or companies, not individuals.

C. Leads: Used for prospective customers or individuals before they are qualified as contacts.

References from Salesforce Documentation:

Contacts and Accounts Overview

Leads vs. Contacts

 A gauge is a dashboard component type that shows a single value within a range of custom values. A gauge is useful for showing whether a metric, such as revenue or customer satisfaction, is within a desired range. For example, a gauge could show the current revenue as a needle pointing to a green, yellow, or red zone, indicating whether the revenue is above, below, or on target. A metric is a dashboard component type that shows a single value, such as the total number of accounts or the average deal size. A metric does not show a range of values. A chart is a dashboard component type that shows data in a graphical format, such as a pie chart, a bar chart, or a line chart. A chart is useful for showing the distribution or trend of data, but not a single value within a range.

The steps that the sales manager should follow to create a report that shows their top-selling product families by quantity are:

Group by product family > Filter to show only Closed Won opportunities > Sum the total number sold

These steps will allow the sales manager to see how many products from each product family were sold in the closed opportunities, and compare the performance of different product families.

The first step in building a report that shows all active contacts grouped by account is to create a new report using the Contacts & Accounts report type. The report type determines the objects and fields that are available for the report. The Contacts & Accounts report type allows users to report on contacts and their related accounts, as well as account fields such as industry, annual revenue, and number of employees

Creating a permission set that grants Edit access to leads and assigning it to the marketing managers is the best way to grant them the access they need, without affecting the other users on the marketing team profile.

Salesforce reports can be exported in several formats, primarily:

CSV (Comma Separated Values) for data manipulation in spreadsheet applications like Excel.

Excel Format (.xlsx) for detailed data analysis.

PDF (Portable Document Format) for easily shareable and printable reports.

However, Word format (.docx) is not supported for exporting reports. Similarly, Excel format is .xlsx, not .xIxs (a typo). Thus, among the options provided, only PDF is accurate for export formats supported natively by Salesforce.

References from Salesforce Documentation:

Export Salesforce Reports

Salesforce Report Export Formats

Excel (.xlsx or .xls) file or comma-separated values (.csv) are the types of files that the report can be exported into. Exporting a report allows the user to save the report data as a file that can be opened and edited in other applications, such as Microsoft Excel or Google Sheets. The user can choose to export the report as a formatted report, which preserves the report formatting and layout, or as a details only report, which includes only the report data without the formatting and layout. A formatted report can be exported as an Excel (.xlsx or .xls) file or a PDF (.pdf) file. A details only report can be exported as a comma-separated values (.csv) file. A Word (.doc or .docx) file is not a type of file that the report can be exported into.

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

 Trailhead is the resource that the Salesforce associate should use to learn more about converting leads to contacts in an asynchronous, gamified way. Trailhead is a learning platform that provides interactive, online, and free courses for anyone who wants to learn Salesforce skills and earn credentials. Trailhead allows the user to learn at their own pace, in their own time, and in their own way. Trailhead also provides gamification features, such as badges, points, and ranks, to motivate and reward the user for their learning progress. Trailhead has a module called Lead Management that covers the topic of converting leads to contacts, among other topics. Salesforce Help is a resource that provides documentation, guides, videos, and support for Salesforce users who need assistance with using or troubleshooting Salesforce products and features. Salesforce Help is not a learning platform, and it does not provide gamification features. The Trailblazer Community is a resource that provides an online platform where Salesforce users, partners, employees, and experts can connect, collaborate, and learn from each other. The Trailblazer Community is not a learning platform, and it does not provide gamification features.

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

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

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

References from Salesforce Documentation:

Declarative vs. Programmatic Development

Process Automation Overview

The role of each new team member will be end user, which means they will use the Salesforce application to perform their daily tasks, such as creating and updating records, running reports, and collaborating with others.

The cloud that will decrease the number of incoming calls, empower customers, and increase satisfaction for the insurance call center is Experience Cloud. Experience Cloud is a product that allows companies to create digital experiences for their customers, partners, and employees, such as websites, portals, forums, and mobile apps. Experience Cloud helps the insurance call center to provide self-service options, such as FAQs, knowledge articles, chatbots, and case management, to its customers, so that they can find answers and solutions on their own, without having to call the agents. This reduces the call volume and improves the customer satisfaction and loyalty.

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

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

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

References from Salesforce Documentation:

Salesforce AI Overview

Einstein AI Features

The users are assigned different profiles and page layouts, which determine the fields they can see and edit on the opportunity record.

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

When grouping contacts by a specific category like Region for reporting, the recommended data type is a Picklist. Picklists ensure data consistency by restricting input to predefined values, making it easier to categorize and analyze data in reports.

A. Multi-select picklist: While this allows multiple values for a single record, it complicates reporting and grouping.

C. Text: A text field lacks standardized input, increasing the risk of inconsistent data and reporting challenges.

References from Salesforce Documentation:

Custom Field Types

Picklists in Reports

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

Salesforce offers AI-powered tools like Einstein Bots and AI-powered agents to assist with customer service. These tools can integrate into communication platforms to enhance user interactions. Slack, a Salesforce product, allows businesses to deploy AI Agents to streamline communication and provide instant support within customer workflows. This integration leverages Slack’s powerful collaboration features combined with Salesforce's AI capabilities to resolve issues more efficiently.

Here is how the other options are incorrect:

A. Queues: While Salesforce Queues manage workloads and assign cases, they are not a place where AI Agents can be deployed. Queues are primarily for task or case assignments.

B. Chatter: Salesforce Chatter is a collaboration tool within Salesforce for internal communication. It does not support the deployment of AI Agents for customer service purposes.

References from Salesforce Documentation:

Slack and Salesforce Integration Overview

Einstein Bots Deployment Options

Salesforce Associate Exam Guide