Salesforce Administrator ACTUAL Exam LATEST 2025 WITH QUESTIONS AND CORRECT
VERIFIED ANSWERS|GRADED A+|GUARANTEED 100% PASS
What is a case process -CORRECT ANSWER-A support process that defines the stages
different cases may go though
How are lifecycle stages defined -CORRECT ANSWER-Through picklist values in the status
field
How can cases be assigned different processes -CORRECT ANSWER-Support processes with
different sets of case status values can be defined and related to a case record type
What feature can be used to allow users to collaborate when resolving a case -CORRECT
ANSWER-Case Feed
What is a case feed -CORRECT ANSWER-A case feed is a Chatter Feed on the case record
How will comments appear in a case feed -CORRECT ANSWER-Comments will appear in
chronological order
What is the difference between an article and a solution -CORRECT ANSWER-An article is
meant for internal use but can be sent to end users. Solutions are meant to be internal or
external and can be presented as part of a self-service program on the web, and/or sent to
the end user. Both can be attached to a case. A solution is a detailed description of case
details and its solution.
True or false: Case comments can be made private or public -CORRECT ANSWER-True
,How should you enable customers to comment on their own cases -CORRECT ANSWER-
Create a community
What happens when a contact on a case adds a comment -CORRECT ANSWER-An email alert
is sent to the case owner
What settings are found under case support settings -CORRECT ANSWER-Customization
defaults, notification options and email templates used by all support automation features
What function do support settings serve -CORRECT ANSWER-They control notification
preferences to both users(case owners) and customers(case contacts)
How can you enable "Default case owner" for cases to be assigned to -CORRECT ANSWER-
The default case owner setting is found in case settings
How would you go about assigning cases based on product -CORRECT ANSWER-Create a
Case Assignment Rule based on the subject matter of the case (Computers, TV, etc) to assign
to subject matter experts.
How can you reduce the amount of calls received inquiring about a particular case? -
CORRECT ANSWER-Set up an auto-response rule with an email alert action to email
customers regarding each status change
How can you ensure costomers know their case submitted through email has been recieved
-CORRECT ANSWER-Set up an auto-response rule to email customers when an email is
received and when it is assigned to an agent
How are case escalation rules used -CORRECT ANSWER-Case escalation rules can be time-
based. They are used to assign a case and/or notify one or more people that an amount of
time has passed and the case is still unsigned.
, How would you handle several incoming cases related to billing issues and customers
wanting to verify work performed -CORRECT ANSWER-Builld a case team that can include
project managers and technicians so that they can comment directly on the case feed or
reply to the customer themselves
How can you make it easier for support agents to share cases asking about knowledge they
do not have with subject matter experts. -CORRECT ANSWER-Create case teams organized
by product line or similar so those in the know can answer questions to support agents or
directly to customers.
How would you handle long wait times when clients call in for service if you already have a
website. -CORRECT ANSWER-Deploy web-to-case and direct clients and customers to use it.
How can you reduce the amount of effort associated with cases submitted by email? -
CORRECT ANSWER-deploy email-to-case. This will automate most of the process.
What are case assignment rules? -CORRECT ANSWER-Case assignment rules are used to
automatically assign cases to queues or users when they are created.
How are case assignment rules triggered -CORRECT ANSWER-Case assignment rules can be
triggered when a case is entered manually or when a case is submitted via email, website, or
community.
How many assignment rules can be active a ny given time -CORRECT ANSWER-one
What are assignment rule entries. -CORRECT ANSWER-Assignment rule entries are
assignment rule evaluation criteria.
How do assignment rule entries work -CORRECT ANSWER-Each rule is evaluated one at a
time. When a match is made, the assign to clause is executed and the assignment rule is
complete.
VERIFIED ANSWERS|GRADED A+|GUARANTEED 100% PASS
What is a case process -CORRECT ANSWER-A support process that defines the stages
different cases may go though
How are lifecycle stages defined -CORRECT ANSWER-Through picklist values in the status
field
How can cases be assigned different processes -CORRECT ANSWER-Support processes with
different sets of case status values can be defined and related to a case record type
What feature can be used to allow users to collaborate when resolving a case -CORRECT
ANSWER-Case Feed
What is a case feed -CORRECT ANSWER-A case feed is a Chatter Feed on the case record
How will comments appear in a case feed -CORRECT ANSWER-Comments will appear in
chronological order
What is the difference between an article and a solution -CORRECT ANSWER-An article is
meant for internal use but can be sent to end users. Solutions are meant to be internal or
external and can be presented as part of a self-service program on the web, and/or sent to
the end user. Both can be attached to a case. A solution is a detailed description of case
details and its solution.
True or false: Case comments can be made private or public -CORRECT ANSWER-True
,How should you enable customers to comment on their own cases -CORRECT ANSWER-
Create a community
What happens when a contact on a case adds a comment -CORRECT ANSWER-An email alert
is sent to the case owner
What settings are found under case support settings -CORRECT ANSWER-Customization
defaults, notification options and email templates used by all support automation features
What function do support settings serve -CORRECT ANSWER-They control notification
preferences to both users(case owners) and customers(case contacts)
How can you enable "Default case owner" for cases to be assigned to -CORRECT ANSWER-
The default case owner setting is found in case settings
How would you go about assigning cases based on product -CORRECT ANSWER-Create a
Case Assignment Rule based on the subject matter of the case (Computers, TV, etc) to assign
to subject matter experts.
How can you reduce the amount of calls received inquiring about a particular case? -
CORRECT ANSWER-Set up an auto-response rule with an email alert action to email
customers regarding each status change
How can you ensure costomers know their case submitted through email has been recieved
-CORRECT ANSWER-Set up an auto-response rule to email customers when an email is
received and when it is assigned to an agent
How are case escalation rules used -CORRECT ANSWER-Case escalation rules can be time-
based. They are used to assign a case and/or notify one or more people that an amount of
time has passed and the case is still unsigned.
, How would you handle several incoming cases related to billing issues and customers
wanting to verify work performed -CORRECT ANSWER-Builld a case team that can include
project managers and technicians so that they can comment directly on the case feed or
reply to the customer themselves
How can you make it easier for support agents to share cases asking about knowledge they
do not have with subject matter experts. -CORRECT ANSWER-Create case teams organized
by product line or similar so those in the know can answer questions to support agents or
directly to customers.
How would you handle long wait times when clients call in for service if you already have a
website. -CORRECT ANSWER-Deploy web-to-case and direct clients and customers to use it.
How can you reduce the amount of effort associated with cases submitted by email? -
CORRECT ANSWER-deploy email-to-case. This will automate most of the process.
What are case assignment rules? -CORRECT ANSWER-Case assignment rules are used to
automatically assign cases to queues or users when they are created.
How are case assignment rules triggered -CORRECT ANSWER-Case assignment rules can be
triggered when a case is entered manually or when a case is submitted via email, website, or
community.
How many assignment rules can be active a ny given time -CORRECT ANSWER-one
What are assignment rule entries. -CORRECT ANSWER-Assignment rule entries are
assignment rule evaluation criteria.
How do assignment rule entries work -CORRECT ANSWER-Each rule is evaluated one at a
time. When a match is made, the assign to clause is executed and the assignment rule is
complete.
