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Sales Cloud Certification Part I

UC would like to record performance about the conference and people who attended them. A contact would potentially attend multiple conference. The company would like to display this information on the contact layout using the standard configuration. How should the system should be designed to meet the company's requirement?

Use campaign for conference and a custom object to record attendee information

Create a custom object for conference and a custom object to record attendee information

Create a custom object for conference and a custom lookup field to conference on Contact

Use campaign for conference and add Campaign member to record attendee information

Universal Containers has implemented account hierarchies with a private sharing model. A sales representative would like to give another user access to one of the accounts she owns and the three child accounts. How can the sales representative provide this access?

Add the user manually to the parent account team and each of the child account teams.

Add the user to each child account team; visibility will then roll up to the parent account.

Add the user to a public group for that account and share all child accounts to this group.

Add the user to the account team on the parent account; the child accounts will inherit access.

Who would be interested in the "Top 10 Reasons Deals Were Lost" report?

Sales Operations

VP of Sales

Sales Manager

Sales Reps

Universal Containers has configured a private sharing model for accounts and opportunities. As part of its sales strategy, each sales representative collaborates with the same set of Individuals for each opportunity. What should a consultant recommend to grant a Sales Rep the appropriate access to an opportunity?

Enable opportunity team selling and have each sales representative configure his or her default opportunity team.

Create a public group for each team and have the sales representatives manually share the opportunity with their respective group.

Enable Chatter and configure a customer Chatter group for the opportunity to allow collaboration on ideas.

Create a trigger for each sales representative that would automatically share the opportunity with his or her default opportunity team.

What are the main challenges that Marketing faces when trying to drive more business? Choose 4 answers.

Website integration: Lack of website integration, which delays entry of leads into CRM

Email Marketing: Difficult to track and report on effectiveness of emails that were sent

Search Marketing: No reportable relationship between search words and closed sales

Reporting: Must create reports manually, which slows down lead generation

Campaign Management: No way to accurately report on campaign ROI

Partners: Lack of partners who will do mass emailing per customer specification

Arrange the steps to set a passcode, in the correct order (using Salesforce Classic). 1. Enter your passcode again for confirmation 2. Enter your passcode when prompted to create a passcode 3. Ensure that the Salesforce Classic application is installed and all your Salesforce records are downloaded to your device

1,2,3

2,1,3

3,2,1

2,3,1

Which metric influences customer satisfaction? Choose 2 answers.

First call resolution

Cost per call

After call work

Call quality

Your org-wide defaults for access rights to Price Books are set to "Use", but only Sales Reps should have access to Price Books. What should be your first step?

Change the org-wide default setting to "No Access"

Change the org-wide default setting to "View Only"

Leave the org-wide default setting, but change the Sales Reps' access rights

Change the Sales Reps' access rights to "Use"

Which pair of reports is best associated with the business driver "Improve Sales Rep productivity"?

"# of Face-to-Face Meetings" and "# of Deals Won, Lost, and In-Progress"

"Stage Duration Age" and "Forecast by Sales Rep"

"Closed Opportunities by Lead Source" and "Reasons for Lead Disqualification"

Which of the following descriptions best describe Content?

A tool for extending pricing proposals to customers

A content management tool for users who seek information

A library that allows access to documents

A collaboration tool

A data enrichment tool that maintains updated data

Which of the following stage should be matched with the Forecast Category "Pipeline"?

Early pipeline stages

Mid pipeline

Late pipeline stages

Closed and Won

Closed and Lost

When editing a quote, you can edit which of the following? Choose 3 answers.

The discount to apply to the entire quote including all line items

The quote name and status

The expiration date of the quote

The contact and address information of the customer

What are the main challenges that marketing faces when trying to align with sales? (Choose 2 answers.)

Inefficient handoff from marketing to sales

Lack of feedback from marketing to sales

Slowing down of lead velocity

Sales cannot keep up with leads from marketing

Who has permission to edit a Chatter profile?

An Administrator

An individual user

A user's manager

Profiles are not editable

Think about UP's biggest pain points around leads. What would you recommend to improve the quality of leads passed from marketing to sales? (Choose 2 answers.)

Create a workflow rule to send email alerts to the sales manager.

Create custom fields to capture critical lead information.

Implement validation rules for leads.

Create web-to-lead auto-response rules.

Which of the following steps accurately describe the process map in sales and marketing organizations?

Lead generation, lead qualification, revenue management (forecasting)

Lead generation, revenue management (forecasting), lead qualification

Lead generation, lead qualification, opportunity conversion

Lead generation and qualification, opportunity conversion, revenue management (forecasting)

You have an Opportunity in the Value Proposition stage, for an amount of $1,000 that has a 50% Probability of closing. If all goes well, and this Opportunity closes, how much revenue will be realized?

1,000

500

750

900

How many additions do you use to clean a record with Data.com?

A sales rep at UC is creating a content delivery for a high-profile prospect that contains sensitive information in the form of a pricing quote with terms and discount. What should the sales rep do before sending the content delivery URL to the prospect? (Choose 3 answers.)

Preview the URL to ensure that the formatting in the original file displays properly in the online version.

Require a password on the content delivery before it can be viewed.

Create a workspace for the content delivery and add the prospect as a library member.

Set an expiration date for the content delivery.

Send a preview email of the content delivery to ensure the link works correctly.

Which of the following stage should be matched with the Forecast Category "Closed"?

Early pipeline stages

Mid pipeline

Late pipeline stages

Closed and Won

Closed and Lost

The VP of sales at UC wants to be able to see a visual representation of sales by month for each account in salesforce1 mobile app. What should a consultant recommend to meet this requirement?

Embed a chart on the account page, no other customization needed

Create a visualforce page with an embedded chart component for each account.

Embed a chart on the account page and use a custom link to filter by account

The management at universal containers noticed that the lead conversion ratio has remained the same for the hospitality industry despite increase in lead creation. What steps can help determine the issue

Report on lead by source.

Report on lead lifetime by industry

Campaign dashboard by industry

Industry performance dash board

Think about the data access requirements for leads. UP wants all sales and marketing users to be able to see all leads, but only the Marketing Specialist should be able to create and modify lead data. What organization-wide defaults would you use for the Lead object to meet this requirement?

Public Read-Only

Private

Public Read-Write

Public Read/Write Transfer

UC has a large customer base of over 15,000 Accounts and 60,000 contacts. The marketing manager wants to use the customer data for an upcoming new product launch but its concerned contact may have moved to other organization (Contact's email has changed) what should a consultant recommend to ensure customer data is accurate?

Create a workflow rule for the account and contact owner to confirm contact data

Create a vf rule to mass email contacts and capture any email bounce

Use a data cleaning tool and the stay-in-touch feature of salesforce to email contact

Use data enhancement tool to verify that account and contact data is up-to-date

Which of the following describes the Stage field?

Identifies where a deal is in relation to actually being closed.

Determines the row in your Forecast where the amount will be aggregated.

The numeric prediction that the revenue from an opportunity will be realized.

In addition to setting the standard price, what must you also do in order to add a Product to a Custom Price Book?

Enter a Product Code

Enter a Product Description

Check the Active checkbox

Select a Product Family

Universal Finance has two sales divisions. Sales Division As customers are individuals: In Sales Division B customers are businesses. Of Each division's sales representatives have their own user profiles and person accounts are enabled. Sales Division B's sales representatives should not be able to create person accounts; they should only be able to create business accounts. What solution should a consultant recommended to meet these requirements?

Use Divisions to hide person accounts from the Division B sales representative user profile.

Remove person account record types from the Division B sales representative user profile.

Check the "disable person accounts" permission on the Division B sales representative user profile.

Use field-level security to hide the "Is Person Account" Checkbox from the Division B sales representative user profile.

A Sales Cloud implementation at Universal Containers requires a global design that involves multi-currency, multi-language, region specific sales processes and workflows. Which factor is important for optimizing user adoption? (Choose 2 answers.)

Employing realistic training data in the corporate standard currency

Communicating the training plan well in advance of training start date

Customizing the training curriculum for each specific region

Developing only a standardized, global training curriculum for all users

UC Credit department uses the 3rd party application for credit ratings. Credit department manager need to launch an external web based credit application from a customer's account record in salesforce. The application uses the credit id on the account object. What should a consultant recommended to meet these requirement?

Create a formula field that uses a hyperlink function to launch the credit application and pass the credit Id.

Create a custom button that calls an apex trigger to launch the credit application and pas the credit id.

Create a custom Credit Id field as an external Id on the account object to lunch the credit application and pass the credit Id.

Create the workflow rule to launch the product fulfilment application and pass the credit Id.

Your sole focus, when working with a client on data management, should be on initial data migration.

True

False

Your organization sells a product that requires your customers to pay all at once but receive the product in increments. What should be your first step in setting up Product schedules?

Enable creation of Quantity Schedules

Enable creation of Revenue Schedules

Set up default Quantity schedules for Products

Set up default Revenue schedules for Products

Marketing department at Universal container is migrating from legacy campaign and email management system 2 salesforce want to ensure that its communication material is migrated as well. What should consultant recommend to migrate the marketing departments email templates?

Enable Email to case

Force.com IDE and Change set

Manually

Enable Email to salesforce

A strong pipeline requires faster response. Which of the following example describes a need for faster response?

Leads are qualified but not routed to the right people

Campaigns are launched without communicating the follow-up plan

Leads are tracked in separate systems, not accessible by all

As business matures, it becomes difficult to identify right prospects

The marketing department at UC has been running several campaigns to target existing contacts within a sales region. The marketing department needs to know the effect of the campaigns on opportunities. Which solution would be recommended to the marketing department? (Choose 2 answers.)

Add a formula field on opportunities that references the associated campaigns.

Add opportunity records as campaign members to identify campaign influence.

Add the Campaign Influence related list and run the Campaigns with Influenced Opportunities report.

Add the Contact Roles related list to include associated campaigns in the campaign influence.

The sales manager at Universal Containers is concerned that the leads from the marketing department are outdated and poor quality. What action should be taken to address this issue? (Choose 2 answers.)

Create a validation rule that prevents the lead from being converted without specific fields completed and train the users to enter all data accurately.

Create a calculated field that scores leads based on lead attributes and use assignment rules to route leads to appropriate sales reps.

Create a workflow rule to update the lead rating field based on the lead status field and use assignment rules to route leads to appropriate sales reps.

Create lead assignment rules to assign leads to sales representatives based on the city and the state in which the lead resides.

Match the following loading option to the description of when to use it. "Force.com Data Loader"

Brian wants to consolidate all his accounts from several systems.

Bill wants to load 20,000 lead records.

Becky wants to load all her 65,000 contact records.

Bob wants to load a single account record.

Berta wants to keep a separate system as her "system of record"

Sales management at Universal Containers needs to provide channel partners with easy access to approved product documentation. They also need to notify partners about the material revisions and updates. How can they achieve these goals in Salesforce?

Enable Content in the Partner Community and enable Content email alerts for partner users.

Enable the Document tab in the Partner Community and enable email alerts for partner users.

Add the Content related list to the partner contact page layout and enable content delivery.

Add the Content related list to the partner account page layout and enable content delivery.

Universal Containers North American and European sales teams have different business requirements related to creating new of opportunities in Salesforce. As a result, each team must complete a set of geographically-specific fields relevant only to their team as well as common fields that both teams complete. Additionally, each team should NOT be able to report on the others region-specific fields. What solution should a consultant recommend to satisfy this scenario?

Build a custom object with private sharing to capture the additional fields as a separate record.

Utilize Visual force to build an opportunity page that dynamically checks the users region to determine which fields to display.

Implement field-level security to allow access to fields for the respective regional sales teams.

Create separate page layouts and record types for each of the regional sales teams.

Universal Container has its sales representative enter a new lead whenever they are prospecting a new customer, when qualify the new lead, a new opportunity must be created to track the deal. What would a consultant recommend to enforce data quality and accuracy? (Choose 3 answers.)

Create validation rule on lead

Map lead fields to corresponding opportunity field

Create lead conversion processes.

Create an apex trigger to perform data quality check.

Create validation rule on opportunity

There are two lines of business in one organization, each with custom opportunity stages & record types. What will users be able to view from both lines of businesses? (Choose 2 answers.)

Users able to see all stages in list view filter drop downs

Users able to see all fields on the page layout.

Users able to trigger all validation rules on the page layout.

Users able to see all stages in report filter drop downs

Which of the following descriptions best describes Knowledge?

A tool for extending pricing proposals to customers

A content management tool for users who seek information

A library that allows access to documents

A collaboration tool

A data enrichment tool that maintains updated data

Your commit summary says you can bring in $1,000 this period but you've just gotten a verbal approval on a deal for $500 from a CEO. What should you do?

Nothing. It's ok if the forecast is inaccurate

Override the opportunity and move the stage to commit, making the forecast more realistic

Override the forecast summary for your commit

Universal Containers wants to restrict access to accounts and contacts. All users should able to access all the accounts, but only edit the accounts they own. Users should be able to edit only the contacts for the accounts they own. To meet these requirements, what should be the OWD access for accounts and contacts?

Set Account to private and contact to private.

Set Account to public read-only and contacts to private.

Set Account to private and Contacts to be controlled by parent.

Set Account to public read-only and Contacts to be controlled by parent.

The VP of Sales at UC is reviewing sales team member productivity and effectiveness and needs to know the relationship between the sales reps' level of engagement on deals and the deal close rate. Which metric will allow the VP of Sales to better understand the relationship? (Choose 2 answers.)

Average number of activities associated with closed/won versus closed/lost opportunities.

Total number of opportunity-related activities by each sales representative.

Total number of lead, account, and opportunity records created by each sales rep.

Average opportunity stage duration by each sales rep.

Match the following loading option to the description of when to use it. "Integration"

Brian wants to consolidate all his accounts from several systems.

Berta wants to keep a separate system as her "system of record"

Bill wants to load 20,000 lead records.

Becky wants to load all her 65,000 contact records.

Bob wants to load a single account record.

Insurance policies on accounts. There are two sales teams and they should not see each other's policies. 2 custom objects, each w/relationship to account object are setup. Both objects private. What are the design considerations here?

Sales user needs to apply manual sharing rules

Custom report type needs to be created to view all policies in a single report

Match the following loading option to the description of when to use it. "Manual Entry"

Brian wants to consolidate all his accounts from several systems.

Bill wants to load 20,000 lead records.

Becky wants to load all her 65,000 contact records.

Bob wants to load a single account record.

Berta wants to keep a separate system as her "system of record"

What are the factors that influence sales metrics, drive KPI's and form key business challenges?

Weak pipeline

Low productivity (sales rep)

Poor predictability (forecast)

Ineffective selling

Universal Containers needs to have oppty pricing approved by a member of the executive management team before it can progress to the next stage in the sales process. The designated approver is determined by several attributes on the oppty record and must be automatically populated before the record is submitted for approval. How can this requirement be met in SF?

Use the standard approval process and allow the submitter to select the approver before the record is submitted for approval

Create a workflow rule to assign an activity to the designated approver once the oppty is ready for approval

Create an approval matrix and use Apex to populate a user lookup field used by the standard approval process

Create a formula field and validation rule to require the designated approver before the oppty is submitted for approval

Universal Containers is evaluating Jigsaw as a tool to improve the quality of its sales-related data. Which capabilities can Jigsaw provide? (Choose 3 answers.)

Ability to track account performance

Ability to remove duplicate contacts

Ability to report on the completeness of data

Ability to complete account information

Ability to qualify leads

Universal Containers needs to implement a process to maintain high quality of lead data. Which approach should be recommended?

Establish a limit for the # of leads that can be imported at one time

Establish a cross-functional team responsible for monitoring data quality

Create a report to show the # of new lead records imported monthly

Conduct training on how to import lead records for all Salesforce Users

Universal Containers recently migrated data from multiple legacy systems to a single SF instance. Sales users are testing duplicate records in the new system, but Universal Containers needs to restrict sales users from deleting data. Which solution should a consultant recommend to solve this problem?

Archive duplicate records in a custom object that is inaccessible by sales users

Allow sales users to review and merge records that are considered duplicates

Create a custom profile that sales users can log into and delete the duplicate records

Allow sales users to flag duplicates and define a process for an admin to review and merge records

Universal Containers would like to limit the types of opportunities sales users can create, but allow sales users to view opptys of any type. Which approach will accomplish this? - assign the same page layout to all record types to each sales user profile - create a workflow rule to prevent sales users from selecting the incorrect record type

Assign the appropriate oppty record types to each sales user profile

Assign the same page layout to all record types to each sales user profile

Create a workflow rule to prevent sales users from selecting the incorrect record type

Set the OWD for opptys to private and create applicable sharing rules

A Regional Sales Managers' direct reports are frequently added as sales team members for other sales reps opptys. Which report view filter should be applied to a pipeline report to display all of the opptys for which the RSM's direct reports are involved?

My team's team-selling and their opptys

My team-selling opptys

My team-selling and my opptys

My team's opptys

Universal Containers sells two product lines that each use a distinct selling methodology. Additionally, each product line captures different information that is used to sell the products. What should a consultant recommend to support selling the two product lines?

Create one page layout, two sales processes, and validation rules to capture relevant opportunity information.

Create two page layouts and two sales processes; assign them to the respective product lines to collect relevant information.

Create two sales processes and two page layouts; assign them to two different opportunity record types for each product line.

Create two page layouts, one opportunity record type, and one workflow rule to assign the correct page layout to the record type.

Universal Containers is devising a separate sales methodology to upsell service contracts to its existing customer base- The Company would like to track and report on these deals separately from other deals. What should a consultant recommend to meet this requirement?

Create an opportunity record type and sales process for reporting on these deals.

Add "upsell- as a stage and create a summary report by opportunity stage.

Create a separate page layout and report to flag and report on these deals.

Create a custom field on opportunity to flag and report on these deals.

Universal Containers manages opportunity forecasts using the standard forecast catalogue in Salesforce customizable forecasting. Each sales stage is aligned with a forecast category. When reviewing the forecast, Universal Containers wants the roll-up of just the opportunities that are in pipeline, best case, and commit. What number in the forecast would provide Universal Containers with the appropriate information?

Pipeline + Commit

Pipeline

Pipeline + Best Case

Pipeline + Closed/ Won

Sales representatives at Universal Software need to collaborate with customers on sales deals to gather requirements, analyze solutions, and deliver proposals. Universal Software wants to ensure that customers are fully engaged throughout each stage in the sales process. What solution should a consultant recommend to facilitate collaboration with customers? (Choose 2 answers.)

Share Chatter files with customers.

Add customers to Salesforce as Chatter Free users

Allow customers to follow opportunities in Chatter

Invite customers into private chatter groups

The sales management at Universal Containers is reviewing the quality of leads generated from marketing campaigns. What information is available to assist with this type of analysis? (Choose 2 answers.)

Percentage of leads converted to opportunities

Average amount of time required to convert leads to opportunities

Average number of activities required to convert leads to opportunities

Percentage of leads that could not be contacted due to bad data

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