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Q1. Which task should be included in a business continuity plan for a contact center? (There are three correct answers.)
A. Route cases toagents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update the case status field values.
E. Monitor service level agreements (SLAs) and notify customers.
Answer: ACE
Q2. CORRECT TEXT
If you activate Salesforce to Salesforce is it reversible?
Answer: Enabling Salesforce to Salesforce is not reversible, however, you control the information you share and the connections you share with.You can stop sharing or modify sharing settings at any time.
Q3. How can end users sync their data from Outlook (using Salesforce for Outlook)? (Select all that apply)
A. Using the sync system try icon and clicking sync now
B. Allowing sync to runregularly in the background
C. Setting up sync schedule in Salesforce
D. Setting up sync schedule inOutlook
Answer: AB
Q4. Describe Pipeline.
A. Benchmark of how much should be sold withina certain time frame
B. Revenue projection that can be expressed in dollar amounts, units of product family, or both C. Consists of opportunities in various stages of maturity
Answer:
Q5. Role hierarchy should normally mimic the org structure.
A. True
B. False
Answer: B
Q6. Your forecast is available to your manager only after you have clicked the Submit button.
A. True
B. False
Answer: B
Q7. CORRECT TEXT
How can Force.com Flow be used?
Answer: 1. To sell products for sales representatives
2. To troubleshoot customer issues for call centre agents
Q8. The stage field is mapped to a value for the Forecast Category fieldand this can never be changed in an opportunity.
A. True
B. False
Answer: B
Q9. How can a sales organization address the "lag time" challenge?
A. By offering higher incentives to sales reps
B. By improving alignment with the marketing organization
C. By optimizing lead assignment and scoring
D. By avoiding the use of leads
Answer: C
Q10. CORRECT TEXT
How do you ensure that products can’t be removed from an opportunity after it reaches a certain stage? Choose 2 answers:
A. Validation rule on opportunity product
B. Enable audit trail
C. Update record type & page layout to remove ability to add product
D. Validationrule to ensure rollup summary field on opportunity doesn’t change
Answer: AD
Q11. What are the factors that influence salesmetricsdrive KPI's and form key business challenges?
A. Weak pipeline
B. Low productivity (sales rep)
C. Poor predictability (forecast)
D. Ineffective selling
Answer: A
Q12. CORRECT TEXT
What can a user with a Chatter Free profile do?
Answer: The user can only log in to Chatter. They can access all standard Chatter people, profiles, groups, and files.
Q13. CORRECT TEXT
How is access to data controlled through reports?
Answer: The information you see in reports is the data that you can access.This includes records you own, records to which you have read or read/write access, records that have been shared with you, recordsowned by or shared with users in roles below you in the hierarchy,and records for which you have “Read” permissions.
Q14. A Campaign Call-Down report justifies the spend on programs; helps to know who to target for future campaigns; shows the relations to sales data, lead data, and analysis of campaigns; and reflects how customer community interacts and how it affects sales. Who would benefit most from the idea that this report reflects how customercommunity interacts and how it affects sales?
A. VP Marketing
B. BI/Analytics
C. Marketing Executive
D. Campaign Manager
Answer: C
Q15. CORRECT TEXT
Can anyone add a team member to an account team?
Answer: No. You need to either be the owner sharing the record or have read permission on the account.