Salesforce Certified Administrator — All Questions
4 questions
In the standard sales process, which object represents a potential revenue deal that moves through stages toward closing?
- a.Opportunity✓
- b.Case
- c.Campaign
- d.Solution
An Opportunity represents a potential sale or deal that progresses through defined sales stages toward a close. Cases belong to service and support, Campaigns are marketing initiatives, and Solutions are legacy knowledge records. Opportunities are the core of pipeline and forecasting in Sales Cloud.
A company wants incoming customer support requests to be automatically assigned to the correct support queue based on the case's subject or origin. Which feature should the administrator configure?
- a.Opportunity stages
- b.Web-to-Lead
- c.Case assignment rules✓
- d.Campaign hierarchy
Case assignment rules automatically route new cases to the right user or queue based on criteria such as origin, type, or subject, which is central to Service Cloud operations. Opportunity stages and campaign hierarchy relate to sales and marketing, and Web-to-Lead captures leads rather than routing cases.
Which feature lets a business capture information from a form on its public website and automatically create Lead records in Salesforce?
- a.Case escalation rules
- b.Opportunity contact roles
- c.Case queues
- d.Web-to-Lead✓
Web-to-Lead generates a form and endpoint so that submissions from a company's website create Lead records automatically, feeding the sales funnel. Escalation rules and case queues are support features, and opportunity contact roles document who is involved in a deal, none of which capture web form submissions as leads.
What is the purpose of the Lead Conversion process in Sales Cloud?
- a.To merge two duplicate Accounts into one
- b.To turn a qualified Lead into an Account, Contact, and optionally an Opportunity✓
- c.To escalate an overdue support Case
- d.To archive old Campaign members
Converting a qualified Lead creates (or matches to) an Account and Contact and optionally an Opportunity, moving the prospect into the standard sales objects. Merging duplicates, escalating cases, and archiving campaign members are separate operations unrelated to lead conversion.