Salesforce ADM-201 Online Practice Questions and Exam Preparation

Salesforce ADM-201 Online Questions & Answers

• Question 71:

  The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation mustbe acknowledged immediately via email and assigned to the appropriate agents.

  Any cases that are still in the New status after 4 hours must be escalated to support management.

  What case management tools need to be utilized for this requirement?

  A. Auto-response rules, Macros, Entitlements
  B. Auto-response rules, Queues, Macros
  C. Auto-response rules, Queues, Escalation Rules
  D. Auto-response rules, Entitlements, Escalation Rules
  B. Auto-response rules, Queues, Macros

• Question 72:

  The Cloud Kicks sales team has asked that two of the fields that appear on the Opportunity cards in Kanban view be changed to make the cards more meaningful.

  Which feature should a Platform Administrator access to make this change?

  A. Record Type
  B. Compact Layout
  C. Page Layout
  D. Kanban Settings
  B. Compact Layout

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  Explanation

  In the Salesforce Lightning Experience, the fields displayed in the "header" of a record and on the cards in the Kanban view are controlled by the Compact Layout. Each object has a System Default compact layout, but a Platform Administrator can create custom ones to prioritize the most important information, such as "Account Name" and "Close Date." By editing the primary compact layout for the Opportunity object, the admin directly controls which fields the sales team sees as they drag and drop deals through the Kanban stages. While Page Layouts (Option C) control the main record detail page and Kanban Settings (Option D) control which field is used for columns and summaries, the individual "card" content is always driven by the Compact Layout. This ensures that users can quickly gather key context without needing to open every individual record.

• Question 73:

  A Platform Administrator assigned a custom profile based on the Minimum Access named Salesforce profile to a group of new users and assigned them several existing permission sets. However, when the users log in, they do not see the Lightning interface.

  Which action should the administrator take to give the users access to the Lightning interface?

  A. Enable the Enhanced Interface for User Access Policies.
  B. Add Lightning component to a layout.
  C. Create a page in Lightning App Builder with the org as default.
  D. Assign a permission to enable Lightning Experience User.
  D. Assign a permission to enable Lightning Experience User.

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  Explanation

  The "Minimum Access - Salesforce" profile is a very restrictive standard profile designed to provide no access by default, adhering to the principle of least privilege. One of the specific permissions that is not included in this profile is the Lightning Experience User permission. Without this system permission, users will be defaulted to the Salesforce Classic interface (or potentially blocked from any UI if no other access is granted). To resolve this, the Platform Administrator should either edit the custom profile or, preferably, create a Permission Set that includes the "Lightning Experience User" checkbox and assign it to the affected users. This "unlocks" the modern Lightning interface for them. Options B and C relate to the design of specific pages, but they are irrelevant if the user isn't even allowed to enter the Lightning environment. Option A refers to a different feature set entirely and does not address basic UI access.

• Question 74:

  Brokers at DreamHouse Realty need to see certain information about one or more cases when referencing the contact record. This record case Name, Case ID, Customer Name, Case Reason, Case Status, and Case Creation Date.

  Which two changes in Setup should the administrator make?

  A. Use the page layout editor to change the related list type to Enhanced List.
  B. Edit the Related List component in the Lightning App Builder and choose Related List as the related list type.
  C. Edit the Related List component in the Lightning App Builder and choose Enhanced List as the related list type.
  D. Use the page layout editor to include the appropriate column in the Cases related list.
  B. Edit the Related List component in the Lightning App Builder and choose Related List as the related list type.
  D. Use the page layout editor to include the appropriate column in the Cases related list.

• Question 75:

  The administrator at Cloud Kicks writes an assignment rule to send all cases created via email or the web to the Automated Cases Queue Any manually created cases should be owned by the agent creating them, however, the manually created cases now show the administrator as the owner.

  What will the administrator find when troubleshooting this issue?

  A. An escalation rule is changing the case owner on case creation
  B. The Assignment Rule checkbox is selected by default.
  C. Another assignment rule is giving ownership to the administrator
  D. The Owner field is missing on the webform and email template.
  B. The Assignment Rule checkbox is selected by default.

• Question 76:

  Once an opportunity reaches the negotiation stage at cloud kicks, The Amount fields becomes required for sales users. Sales managers need to be able to move opportunities inti this stage without knowing the amount.

  How should the administrator require this field during the negotiation stage for sales users but allow their managers to make changes?

  A. Make the field required for all users.
  B. Create to formula field to fill in the field for managers.
  C. Assign the administrator profile to the managers.
  D. Configure a validation rule to meet the criteria.
  D. Configure a validation rule to meet the criteria.

• Question 77:

  The Marketing team at Cloud Kicks uses campaigns to generate product interest. They want custom picklist values forthe campaign member Status field for each campaign they run, currently, they ask the administrator to add or delete values, but this is very time consuming.

  Which two user permission should allow the Marketing team to customize the campaign member status picklist values themselves? Choose 2 answers

  A. Create and Edit for Campaign Member
  B. Marketing user feature license
  C. Customize Application permission
  D. Edit permission for campaigns
  B. Marketing user feature license
  D. Edit permission for campaigns

• Question 78:

  The Universal Containers sales team wants a visual way to manage their opportunity pipeline that allows them to see all deals at once, track progress through sales stages, and quickly move opportunities forward.

  Which feature should a Platform Administrator recommend to meet these requirements?

  A. Set up opportunity reports with chart components and stage-based grouping.
  B. Create a custom dashboard with opportunity pipeline charts and stage metrics.
  C. Use the Kanban view for opportunities with card fields and drag-and-drop functionality.
  D. Configure opportunity list views with custom filters and summary fields.
  C. Use the Kanban view for opportunities with card fields and drag-and-drop functionality.

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  Explanation

  The Kanban view provides a visual representation of a set of records, such as an opportunity pipeline, organized by a specific field like "Stage". It allows sales teams to see all their deals as cards in columns. The primary benefit of Kanban is its "drag-and-drop" functionality, which lets users move a card from one column to another to automatically update the stage, effectively "moving opportunities forward" with minimal effort. While reports (Option A) and dashboards (Option B) provide visual summaries, they do not allow for the interactive, one-click record updates that the Kanban view offers 11. Standard list views (Option D) show data in a grid format which is less visual for tracking pipeline progress compared to the column-based Kanban layout.

• Question 79:

  Universal Containers wants to ensure that cases are routed to the right people at the right time, but there is a growing support organization. The business wants to be able to move people around and adjust the work they get without having to request extra assistance or rely on the administrator teams.

  Which tool allows the business to control its own assignment of work?

  A. Case Assignment Rules
  B. Email-to-Case
  C. Omni-Channel
  D. Lead Assignment Rules
  C. Omni-Channel

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  Explanation

  Omni-Channel is a comprehensive service tool designed to route work items (like Cases, Leads, or custom objects) to the most available and qualified support agents in real-time. Unlike Case Assignment Rules, which are often static and require administrative intervention to update complex logic, Omni-Channel allows for more dynamic management through the use of Queues and Presence Statuses. By using Omni-Channel, a support manager or "Supervisor" can monitor agent workloads and adjust capacity or move people between service channels without needing to modify the underlying system configuration or involve the Platform Administrator. It supports various routing models, such as "Least Active" or "Most Available," ensuring that work is distributed fairly and efficiently. This flexibility is vital for growing organizations that need to scale their support operations quickly while maintaining high service levels. Furthermore, it provides the business with the autonomy to manage its workforce effectively, as managers can see who is logged in and what they are working on, allowing for immediate adjustments to handle spikes in case volume.

• Question 80:

  Universal Containers (UC) customers have provided feedback that their support cases are not being responded to quickly enough. UC wants to send all unassigned Cases that have been open for more than two hours to an urgent Case queue and alert the support manager.

  Which feature should an administrator configure to meet this requirement?

  A. Case Escalation Rules
  B. Case Dashboard Refreshes
  C. Case Scheduled Report
  D. Case Assignment Rules
  A. Case Escalation Rules