Salesforce 101 Exam Questions With
100% Verified Answers
Ursa Major Solar is looking to reduce support costs by allowing
customers to work together to answer one another's questions and
solve problems. Which feature should a Salesforce administrator
use to allow its customers to interact with each other and share
best practices?
A. Sites using Experience Cloud(formerly Communities)
B. Campaigns
C. Omni-Channel
D. Mass emails -
correct answer ✅A. Experience Cloud
USM provides various levels of customer support. The VP of
support wants an automated way to notify the support team when
an unresolved case has been open for more than 4 hours. Which
feature should be used?
,Salesforce 101 Exam Questions With
100% Verified Answers
A. Case queues
B. Auto-response rules
C. Escalation rules
D. Case assignment rules -
correct answer ✅C. Escalation rules
USM has noticed an uptick in support cases that could be resolved
easily if customers had access to the proper documentation. So,
USM wants to create a knowledge base where articles can be
classified into categories. What are 2 benefits of using Data
Categories with Salesforce Knowledge?
A. Article owners can track views.
B. Articles can be classified into groups.
C. Article access can be controlled.
, Salesforce 101 Exam Questions With
100% Verified Answers
D. Articles can be referenced in Chatter posts. -
correct answer ✅B and C
What configuration action should be performed to ensure every
case gets assigned to a valid Owner? -
correct answer ✅Default Case Owner in Support Settings
Support reps at USM want the same technical engineer group to be
associated with each new case. What should a system admin define
to implement this requirement? -
correct answer ✅A case assignment rule to associate the case
team.
What is a potential benefit of Suggested Solutions? -
correct answer ✅Reduce support costs
What Salesforce feature should a company implement to provide a
method for its resellers to track their leads and opportunities? -
correct answer ✅Partner Site using Experience Cloud
A system admin enables Case Feed Actions and Feed Items
inSupport Settings. With the appropriate profile permissions
100% Verified Answers
Ursa Major Solar is looking to reduce support costs by allowing
customers to work together to answer one another's questions and
solve problems. Which feature should a Salesforce administrator
use to allow its customers to interact with each other and share
best practices?
A. Sites using Experience Cloud(formerly Communities)
B. Campaigns
C. Omni-Channel
D. Mass emails -
correct answer ✅A. Experience Cloud
USM provides various levels of customer support. The VP of
support wants an automated way to notify the support team when
an unresolved case has been open for more than 4 hours. Which
feature should be used?
,Salesforce 101 Exam Questions With
100% Verified Answers
A. Case queues
B. Auto-response rules
C. Escalation rules
D. Case assignment rules -
correct answer ✅C. Escalation rules
USM has noticed an uptick in support cases that could be resolved
easily if customers had access to the proper documentation. So,
USM wants to create a knowledge base where articles can be
classified into categories. What are 2 benefits of using Data
Categories with Salesforce Knowledge?
A. Article owners can track views.
B. Articles can be classified into groups.
C. Article access can be controlled.
, Salesforce 101 Exam Questions With
100% Verified Answers
D. Articles can be referenced in Chatter posts. -
correct answer ✅B and C
What configuration action should be performed to ensure every
case gets assigned to a valid Owner? -
correct answer ✅Default Case Owner in Support Settings
Support reps at USM want the same technical engineer group to be
associated with each new case. What should a system admin define
to implement this requirement? -
correct answer ✅A case assignment rule to associate the case
team.
What is a potential benefit of Suggested Solutions? -
correct answer ✅Reduce support costs
What Salesforce feature should a company implement to provide a
method for its resellers to track their leads and opportunities? -
correct answer ✅Partner Site using Experience Cloud
A system admin enables Case Feed Actions and Feed Items
inSupport Settings. With the appropriate profile permissions
