Salesforce Admin 201 Test EXAM QUESTIONS AND
VERIFIED CORRECT ANSWERS LATEST 2026-2027
NEW VERSION
Which user is listed in the case history related list for case changes made from assignment
and escalation rules?
A) The automated case user specified in the support settings
B) The owner of the case when the rule was triggered
C) The default case owner specified in the assignment or escalation rule
D) The user who created the assignment or escalation rule - answer>>>*A) The
automated case user specified in the support settings*
When working on opportunities, sales representatives at Universal Containers need to
understand how their peers have successfully managed other opportunities with
comparable products, competing against the same competitors. Which feature should a
system administrator use to facilitate this? (Choose 2)
A) Big deal alert
B) Similar Opportunities
C) Chatter groups
D) Opportunity Update Reminders - answer>>>*B) Similar Opportunities*
*C) Chatter groups*
Sales representatives at Universal Containers should be notified any time support cases
related to accounts they own change status. How can the system administrator
accomplish this?
A) Enable field history tracking to send an email alert tot the account owner
B) Create a workflow rule to send an email alert to the account owner
C) Create an escalation rule to notify the account owner
, -
D) Create an auto-response rule to send an email alert to the account owner -
answer>>>*B) Create a workflow rule to send an email alert to the account owner*
Universal Containers require that support agents take ownership of and respond to
incoming cases within two hours of case creation. How can a system administrator
automate this process?
A) Assign cases to a queue and create an escalation rule to escalate cases that have NOT
been accepted by an agent within one hour
B) Create case auto-response rules to send an email to the customer within one hour of
case creation
C) Create a workflow rule to send an email to support managers when a case is created
and assigned to a queue
D) Create a workflow rule to assign a task to all support agents if a case has NOT been
accepted by an agent within one hour - answer>>>*A) Assign cases to a queue and create
an escalation rule to escalate cases that have NOT been accepted by an agent within one
hour*
Put the automation rules in the order in which they are processed.
A) Assignment Rules
B) Workflow Rules
C) Escalation Rules
D) Validation Rules - answer>>>*A) Assignment Rules
B) Workflow Rules
C) Escalation Rules
D) Validation Rules*
Which option is available when using the process visualizer? (Choose 2)
A) Share annotated approval process diagrams
,B) Edit the criteria used to trigger the approval process
C) View approval processes as a flow chart
D) Add approval steps from the process visualizer - answer>>>*A) Share annotated
approval process diagrams*
*C) View approval processes as a flow chart*
Universal Containers wants to capture the invoice number and account credit score for
billing cases. How would an administrator accomplish this? (Choose 2)
A) Create custom fields
B) Create a validation rule
C) Create a support process
D) Create a page layout - answer>>>*A) Create custom fields*
*B) Create a validation rule*
Which action is possible with a workflow task? (Choose 2)
A) A task can be reused in multiple workflow rules
B) A task can be assigned to a Chatter Free user
C) A single task can be assigned to multiple users
D) A task can be tracked in the activity history - answer>>>*A) A task can be reused in
multiple workflow rules*
*D) A task can be tracked in the activity history*
Universal Containers uses web-to-case to convert support requests submitted through its
website into cases. The support team would like Salesforce to automatically send an email
containing password reset instructions to the customer when the case subject contains
the words "forgot" and "password". What does the administrator need to configure to
meet this requirement?
A. Validation rule
B. Support settings
C. Auto-response rule
, -
D. Email-to-case - answer>>>*C. Auto-response rule*
Which setting can a system administrator enable in the Salesforce user interface? (Choose
2)
A) Chatter Messenger for specific users
B) Customizable recent tags
C) Related list hover links
D) Printable list views - answer>>>*C) Related list hover links*
*D) Printable list views*
When can a validation rule be used to prevent invalid data?(Choose 3)
A) When records are imported
B) When records are updated by a workflow rule
C) When records are edited by a user
D) When records are deleted by a user
E) When records are submitted using web-to-lead - answer>>>*A) When records are
imported*
*C) When records are edited by a user*
*E) When records are submitted using web-to-lead*
When case assignment rules are being set up, cases can be assigned to whom? (Choose 2)
A) User
B) Case team
C) Queue
D) Contact - answer>>>*A) User*
*C) Queue*
VERIFIED CORRECT ANSWERS LATEST 2026-2027
NEW VERSION
Which user is listed in the case history related list for case changes made from assignment
and escalation rules?
A) The automated case user specified in the support settings
B) The owner of the case when the rule was triggered
C) The default case owner specified in the assignment or escalation rule
D) The user who created the assignment or escalation rule - answer>>>*A) The
automated case user specified in the support settings*
When working on opportunities, sales representatives at Universal Containers need to
understand how their peers have successfully managed other opportunities with
comparable products, competing against the same competitors. Which feature should a
system administrator use to facilitate this? (Choose 2)
A) Big deal alert
B) Similar Opportunities
C) Chatter groups
D) Opportunity Update Reminders - answer>>>*B) Similar Opportunities*
*C) Chatter groups*
Sales representatives at Universal Containers should be notified any time support cases
related to accounts they own change status. How can the system administrator
accomplish this?
A) Enable field history tracking to send an email alert tot the account owner
B) Create a workflow rule to send an email alert to the account owner
C) Create an escalation rule to notify the account owner
, -
D) Create an auto-response rule to send an email alert to the account owner -
answer>>>*B) Create a workflow rule to send an email alert to the account owner*
Universal Containers require that support agents take ownership of and respond to
incoming cases within two hours of case creation. How can a system administrator
automate this process?
A) Assign cases to a queue and create an escalation rule to escalate cases that have NOT
been accepted by an agent within one hour
B) Create case auto-response rules to send an email to the customer within one hour of
case creation
C) Create a workflow rule to send an email to support managers when a case is created
and assigned to a queue
D) Create a workflow rule to assign a task to all support agents if a case has NOT been
accepted by an agent within one hour - answer>>>*A) Assign cases to a queue and create
an escalation rule to escalate cases that have NOT been accepted by an agent within one
hour*
Put the automation rules in the order in which they are processed.
A) Assignment Rules
B) Workflow Rules
C) Escalation Rules
D) Validation Rules - answer>>>*A) Assignment Rules
B) Workflow Rules
C) Escalation Rules
D) Validation Rules*
Which option is available when using the process visualizer? (Choose 2)
A) Share annotated approval process diagrams
,B) Edit the criteria used to trigger the approval process
C) View approval processes as a flow chart
D) Add approval steps from the process visualizer - answer>>>*A) Share annotated
approval process diagrams*
*C) View approval processes as a flow chart*
Universal Containers wants to capture the invoice number and account credit score for
billing cases. How would an administrator accomplish this? (Choose 2)
A) Create custom fields
B) Create a validation rule
C) Create a support process
D) Create a page layout - answer>>>*A) Create custom fields*
*B) Create a validation rule*
Which action is possible with a workflow task? (Choose 2)
A) A task can be reused in multiple workflow rules
B) A task can be assigned to a Chatter Free user
C) A single task can be assigned to multiple users
D) A task can be tracked in the activity history - answer>>>*A) A task can be reused in
multiple workflow rules*
*D) A task can be tracked in the activity history*
Universal Containers uses web-to-case to convert support requests submitted through its
website into cases. The support team would like Salesforce to automatically send an email
containing password reset instructions to the customer when the case subject contains
the words "forgot" and "password". What does the administrator need to configure to
meet this requirement?
A. Validation rule
B. Support settings
C. Auto-response rule
, -
D. Email-to-case - answer>>>*C. Auto-response rule*
Which setting can a system administrator enable in the Salesforce user interface? (Choose
2)
A) Chatter Messenger for specific users
B) Customizable recent tags
C) Related list hover links
D) Printable list views - answer>>>*C) Related list hover links*
*D) Printable list views*
When can a validation rule be used to prevent invalid data?(Choose 3)
A) When records are imported
B) When records are updated by a workflow rule
C) When records are edited by a user
D) When records are deleted by a user
E) When records are submitted using web-to-lead - answer>>>*A) When records are
imported*
*C) When records are edited by a user*
*E) When records are submitted using web-to-lead*
When case assignment rules are being set up, cases can be assigned to whom? (Choose 2)
A) User
B) Case team
C) Queue
D) Contact - answer>>>*A) User*
*C) Queue*
