Plat-101 Salesforce Certified Platform Foundations Questions and Answers

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.

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.

Service Cloud is the Salesforce product that should meet the need of Get Cloudy Consulting to offer support via web chat and other digital channels. Service Cloud is a cloud-based customer service platform that allows agents to deliver fast and personalized service across multiple channels, such as phone, email, web, social media, and messaging apps. Service Cloud also provides tools for case management, knowledge base, self-service, and analytics.

The Account Source field is a picklist type of field. A picklist field is a type of field that allows the user to select a value from a predefined list of values, which ensures data consistency and accuracy. For example, the Account Source field could have values such as Web, Phone, Referral, and so on. A formula field is a type of field that calculates a value based on an expression or formula, which can reference other fields, functions, or constants. For example, a formula field could calculate the commission amount based on the opportunity amount and the commission rate. A text area field is a type of field that allows the user to enter up to 255 characters of free-form text, which can include multiple lines and spaces. For example, a text area field could capture the description or notes of an account or an opportunity.

Creating a dashboard is the recommended way to meet the requirements of displaying an easy-to-understand visual representation of accounts and opportunities that have been worked on by the sales agents in the current quarter. A dashboard is a collection of components that display data from one or more reports in a graphical format, such as charts, gauges, metrics, and tables. A dashboard allows the user to identify trends, sort data, and measure the impact of their activities. For example, a dashboard could show the number of accounts and opportunities by sales agent, the total amount of closed won opportunities by month, and the average deal size by industry. Creating a list view would not work, because a list view is a filtered set of records that display data in a tabular format, not a graphical format. A list view does not allow the user to identify trends, sort data, or measure the impact of their activities. Creating a custom tab would not work, because a custom tab is a user interface element that allows the user to access a custom object, a web page, or a Lightning page. A custom tab does not display data in a graphical format, but in a record detail or page layout format.

 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

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.

Schema Builder is a tool that creates a visual representation of objects and their relationships, and allows you to modify them.

Selecting the personalization button (pencil icon), then clicking and dragging the item name up or down to adjust its location is the correct way to customize the items on the navigation bar, as shown in the screenshot.

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.

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.

 The solution to the error is to remove. New Employee appendix from the sandbox username. When you create a sandbox, Salesforce appends the sandbox name to all usernames in the sandbox copy, so that they don’t conflict with usernames in the production org. To sign in to the production org, the employee needs to use their original username without the sandbox name.

The user record page from Setup is where the changes should be updated. The user record page from Setup allows the user to view and edit the information and settings of a user, such as name, username, email, profile, role, and license. The user record page from Setup can be accessed by clicking the Setup icon in the header, then clicking Users > Users, and then clicking the name of the user. The contact record page is where the user can view and edit the information of a contact, such as name, phone, email, account, and address. The contact record page does not affect the user’s username or login access. The user profile page is where the user can view and edit their personal information, such as name, email, password, and language. The user profile page does not allow the user to change their username or license.

 Trailmixes are the Trailhead feature that Get Cloudy Consulting should use to create a custom learning path for its employees. Trailmixes are collections of learning content that users can create, customize, and share with others. Users can add modules, projects, trails, superbadges, and even external links to their trailmixes and assign due dates and points

One feature of multi-tenant architecture is that resources are shared but tenants cannot claim each other’s resources. Multi-tenant architecture means that multiple customers (tenants) share the same hardware, software, and infrastructure resources, but their data and configurations are isolated and secure. This allows Salesforce to deliver high performance, scalability, and availability to its customers

 The contact relationship on case is used to indicate the individual who has called in to the support center. The contact field on case is a lookup field that allows the user to select a contact from the related account or any other account. The owner relationship on case is used to indicate the user who is responsible for working on the case. The account relationship on case is used to indicate the company or organization that the case is related to.

 A sandbox is the type of environment that GCC should use to onboard new hires as well as develop, implement, and test new requirements. A sandbox is a copy of the production environment that allows the user to create and test changes without affecting the live data and users. A sandbox can have different types and sizes, depending on the purpose and scope of the changes. For example, a developer sandbox can be used to create and test code, a partial copy sandbox can be used to test large data sets, and a full sandbox can be used to perform performance testing and user acceptance testing. A production environment is the live environment that contains the real data and users. A production environment should not be used to onboard new hires or develop, implement, and test new requirements, because it could compromise the data quality and security, and disrupt the user experience. A Trailhead Playground is a type of environment that allows the user to learn and practice Salesforce skills using Trailhead. A Trailhead Playground is not connected to the production environment, and it does not have the same features and functionality as a sandbox.

The Trailblazer Community is the resource that the Salesforce associate should use to post a question that anyone around the globe who is familiar with Salesforce can answer. The Trailblazer Community is an online platform where Salesforce users, partners, employees, and experts can connect, collaborate, and learn from each other. The Trailblazer Community allows the user to ask questions, join groups, share ideas, access resources, and earn badges. Trailhead Academy is a resource that provides training courses, certifications, and learning paths for Salesforce users who want to enhance their skills and knowledge. 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.

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 Sales Cloud is the solution that GCC should consider to migrate their forecasting and revenue data to Salesforce. The Sales Cloud is a set of products and solutions designed specifically for sales teams, such as account and contact management, opportunity management, lead management, forecasting, and analytics. The Sales Cloud allows the user to track and manage the entire sales cycle, from lead generation to deal closure, and measure the performance and revenue of the sales team. The Marketing Cloud is a set of products and solutions designed specifically for marketing teams, such as email marketing, social media marketing, web marketing, and mobile marketing. The Marketing Cloud allows the user to create and manage personalized marketing campaigns across multiple channels, and segment, target, and measure the impact of the marketing campaigns. The CRM Analytics is a set of products and solutions that provide business intelligence and data visualization tools, such as Einstein Analytics and Tableau. The CRM Analytics allows the user to explore and analyze data from Salesforce and other sources, and create interactive dashboards and reports to gain insights and make data-driven decisions.

Updates are automatic; nothing needs to be downloaded or installed is the correct action for Salesforce updates. Salesforce updates are a feature that allows the user to benefit from the latest features and functionality of the Salesforce platform without any hassle or interruption. Salesforce updates are delivered automatically to all orgs three times a year, in spring, summer, and winter. The user does not need to download or install anything to receive the updates, and the user’s data and customization are preserved and compatible with the updates. Updates do not require purchasing an updated license, because the user’s existing license covers the updates. Updates do not need to be downloaded with each release, because the updates are applied automatically to the user’s org.

 The tool that GCC should use to build an integration between its financial system and its Salesforce environment is MuleSoft. MuleSoft is a platform that enables companies to connect any application, data, or device using APIs. MuleSoft helps GCC to create and manage integrations between Salesforce and other systems, such as its financial system, without writing any code. MuleSoft also provides prebuilt connectors, templates, and best practices to speed up the integration process

 To ensure a dashboard has the most current data, you need to click refresh on the dashboard page. Refreshing the browser or opening the dashboard will not update the data in the dashboard components3. You can also schedule a dashboard to refresh automatically at regular intervals

 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.

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.

 The Salesforce solution that GCC should use for customer service where complaints can be logged through a web form and email is Service Cloud. Service Cloud is a product that helps companies deliver fast and personalized customer service across multiple channels, such as phone, email, web, chat, and social media. Service Cloud allows GCC to create cases from web forms and emails, assign them to agents, track their status, and resolve them efficiently

 Permission sets are used to grant additional access to users based on their functional or departmental needs. A permission set can be assigned to multiple users, regardless of their profile. A permission set can include field-level security settings that allow edit access to specific fields on an object. Queues are used to group records and assign them to a team of users who can work on them. Public groups are used to group users, roles, or other groups for the purpose of sharing records or sending email.

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.

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

The global search box is the most efficient way to find a record within the custom object called Shipment. The global search box is a feature that allows the user to search for records across multiple objects and fields using keywords or phrases. The global search box also supports wildcards, operators, and filters to refine the search results. For example, the user could enter “Shipment*” in the global search box to find all records that start with “Shipment” in the Shipment object. The App Launcher is a feature that allows the user to access all the apps and objects in Salesforce, such as Sales, Service, Marketing, and so on. The App Launcher does not allow the user to search for records within an object, but only to navigate to the object’s home page. The Object Manager is a feature that allows the user to view and manage the metadata of standard and custom objects in Salesforce, such as fields, page layouts, record types, buttons, and actions. The Object Manager does not allow the user to search for records within an object, but only to configure the object’s settings and customization.

The relationship type between accounts and contacts is a lookup relationship. A lookup relationship links two objects together, but does not affect security, ownership, or deletion. A master-detail relationship is a type of lookup relationship that creates a parent-child relationship between two objects, where the child records inherit the security and ownership of the parent record, and are deleted when the parent record is deleted. A self relationship is a type of lookup relationship that links an object to itself, creating a hierarchy of records.

 Contacts to multiple accounts is a feature that allows a contact to be related to more than one account. This is useful for scenarios where a contact works at multiple companies or has different roles at different accounts. Creating two contact records would result in duplicate data and confusion. Merging the two account records would not solve the problem of relating the contact to two accounts.

 Validation rules are what GCC should use to ensure that opportunities meet the standards for the Annual Revenue field. Validation rules are a type of metadata that define a condition and an error message to display when the condition is not met. Validation rules can be used to enforce data quality and integrity by preventing users from saving records that do not meet the specified criteria. For example, a validation rule could be set up on the Opportunity object to check that the Annual Revenue field is a positive amount and does not exceed $100. Assignment rules are a type of metadata that define how records are assigned to users or queues based on certain criteria. Assignment rules can be used to automate business processes by distributing records to the appropriate owners or teams. For example, an assignment rule could be set up on the Lead object to assign leads to sales reps based on their territory. Default values are a type of metadata that define a value that is automatically populated in a field when a new record is created, unless the user enters a different value. Default values can be used to save time and ensure data consistency by prefilling fields with common or expected values. For example, a default value could be set up on the Lead Source field to indicate the most frequent source of leads, such as Web or Phone.