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| Section | Weight | Objectives |
|---|---|---|
| Productivity and Collaboration | 10% | - Activity management - Chatter and collaboration features - Mobile app configuration - AppExchange packages |
| Automation | 15% | - Approval processes - Process automation tools
|
| Service and Support Applications | 10% | - Solution and knowledge base - Entitlements and service contracts - Case management |
| Agentforce AI | 8% | - Troubleshooting and maintenance - Configuration and security - AI agent capabilities and use cases |
| Configuration and Setup | 15% | - User setup and maintenance
|
| Data and Analytics Management | 17% | - Data security and sharing - Reports and dashboards - Data quality and validation - Data import/export/backup |
| Sales and Marketing Applications | 10% | - Campaigns and products - Opportunity management - Lead management |
| Object Manager and Lightning App Builder | 15% | - Data model architecture
|
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NEW QUESTION # 23
Agentforce is escalating cases to the support team, but the support team complains they have no context and have to ask the customer to repeat everything. Which configuration issue is the most likely cause of this issue?
Answer: B
Explanation:
When an AI agent like Agentforce transfers a conversation to a human support representative, the goal is a "warm handoff" where the rep can see exactly what the customer and the AI discussed. If reps are complaining about a lack of context, the most common administrative cause is that the Conversation History component (or Agent History component) has not been added to the Case Lightning Record Page. Without this component on their page layout, the rep sees the newly assigned case but cannot see the transcript of the preceding chat session. To resolve this, the Platform Administrator should use the Lightning App Builder to add the relevant history component to the Case page used by the support team. Option D is less likely if escalation is working but context is missing. Option A would prevent users from using Agentforce features but wouldn't specifically hide the transcript of a finished AI interaction. Ensuring the UI includes the conversation history is critical for maintaining high customer satisfaction during handoffs.
NEW QUESTION # 24
What are two capabilities of Salesforce Knowledge? Choose 2 answers.
Answer: A,B
NEW QUESTION # 25
Northern Trail Outfitters wants to initiate expense reports from Salesforce to the external HR system. Managers and directors need to review this process. Which two tools should a Platform Administrator configure?
Answer: A,D
Explanation:
To meet the requirement of a "review process" that ends with data being sent to an "external system," the administrator needs Approval Processes and Outbound Messages. The Approval Process (Option D) handles the internal workflow, ensuring that the manager and director sign off on the expense report. Once the final approval is granted, an "Approval Action" can be triggered.
The administrator should use an Outbound Message (Option A) as that action. Outbound Messages are designed to send specific record data (XML via API) to an external URL whenever a record change occurs. This provides a reliable, declarative way to integrate Salesforce with an HR system. Quick Actions (Option C) and Email Alerts (Option B) do not support the technical data transfer needed for external system integration.
NEW QUESTION # 26
Universal Containers has two sales teams, sales team A and sales team B. Each team has their own role in the role hierarchy. Both roles are subordinates of the same Manager role. How should a Platform Administrator share records owned by sales team A with sales team B?
Answer: C
Explanation:
In this scenario, the two teams are "peers" in the role hierarchy (both reporting to the same manager). In a private sharing model, peers cannot see each other's records by default. To grant lateral access between these specific groups, an Owner-based Sharing Rule is the most effective solution. The administrator can create a rule stating that any records owned by members of
"Role: Sales Team A" should be shared with members of "Role: Sales Team B" with specific access levels (e.g., Read/Write). Hierarchical sharing (Option C) only grants upward visibility to the Manager role, not across to the other team. Manual sharing (Option D) is inefficient for an entire team. Criteria-based sharing (Option A) is used when record field values determine access, whereas this requirement is based specifically on who owns the records.
NEW QUESTION # 27
Sales reps at Ursa Major Solar are having difficulty managing deals. The leadership team has asked a Platform Administrator to help sales reps prioritize and close more deals. What should the administrator configure to help with these issues?
Answer: D
Explanation:
To help sales reps prioritize their pipeline and identify which deals are most likely to close, Einstein Opportunity Scoring is the most effective tool. Part of Salesforce's AI suite, Opportunity Scoring uses machine learning to analyze past won and lost opportunities to assign a score from
1 to 99 to every open deal. The score is accompanied by "Key Factors"--both positive and negative--that explain why the score was given (e.g., "The deal has progressed quickly through stages" or "The close date has been pushed three times"). This allows reps to focus their time on high-scoring deals or take corrective action on deals with low scores. Einstein Lead Scoring (Option B) helps with the intake of new prospects but not with existing deals. Einstein Activity Capture (Option D) automates the logging of emails and events but does not provide prioritization logic. Einstein Search (Option A) improves search results but does not assist in deal management strategy.
NEW QUESTION # 28
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