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March 6, 2020

CIS-ITSM ServiceNow Certified Implementation Specialist Exam Questions

CIS-ITSM ServiceNow Certified Implementation Specialist – IT Service Management Certification Exam defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become Certified Implementation Specialist – IT Service Management certified. Now, CIS-ITSM exam questions have been released to help you pass the exam to prove that you have the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of ServiceNow ITSM applications. Read and study all CIS-ITSM ServiceNow Certified Implementation Specialist Exam Questions and pass CIS-ITSM exam successfully.

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1. An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data contained in the fields and objects need to be available in the replica organization.

How can the administrator meet this requirement?

Create a developer sandbox.

Create a configuration-only sandbox.

Create a metadata sandbox.

Create a full sandbox.

2. Which two deployment tools can be used to deploy metadata from a Developer Edition organization to another organization? (Choose two.)

Data Loader

Salesforce Extensions for Visual Studio Code

Change sets

Ant Migration Tool

3. An administrator wants to allow users who are creating leads to have access to the Find Duplicates button.

Which lead object-level permission will the administrator need to provide to these users?

Merge

Read and Edit

View All

Delete

4. What are three capabilities of Collaborative Forecasting? (Choose three.)

Rename categories

Forecast using opportunity splits

Overlay quota

Add categories

Select a default forecast currency setting

5. Universal Containers wants customers who buy the Freight Container product to be billed in monthly installments.

How should an administrator meet this requirement?

Create a default quantity schedule on the product.

Create a default revenue schedule on the product.

Create a workflow rule on the product.

Create custom fields on the product.

6. A user has a profile with read-only permissions for the case object.

How can the user be granted edit permission for cases?

Create a permission set with edit permissions for the case object.

Create a sharing rule on the case object with read/write level of access.

Create a public group with edit permissions for the case object.

Add the user in a role hierarchy above users with edit permissions on the case object.

7. Which three actions can occur when an administrator clicks "Save" after making a number of modifications to Knowledge data categories in a category group and changing their positions in the hierarchy? (Choose three.)

Users are temporarily locked out of their ability to access articles.

Users may temporarily experience performance issues when searching for articles.

The contents of the category drop-down menu change.

The articles and questions visible to users change.

The history of article usage is reset to zero utilization.

8. How can an administrator ensure article managers use specified values for custom article fields?

Create a formula field on the article.

Require a field on the page layout.

Use field dependencies on article types.

Create different article types for different requirements.

9. The sales team has requested that a new field called Current Customer be added to the Accounts object. The default value will be "No" and will change to "Yes" if any related opportunity is successfully closed as won.

What can an administrator do to meet this requirement?

Configure Current Customer as a roll-up summary field that will recalculate whenever an opportunity is won.

Use an Apex trigger on the Account object that sets the Current Customer field when an opportunity is won.

Use a workflow rule on the Opportunity object that sets the Current Customer field when an opportunity is won.

Configure Current Customer as a text field and use an approval process to recalculate its value.

10. Sales management wants a small subset of users with different profiles and roles to be able to view all data for compliance purposes.

How can an administrator meet this requirement?

Create a new profile and role for the subset of users with the View All Data permission.

Create a permission set with the View All Data permission for the subset of users.

Enable the View All Data permission for the roles of the subset of users.

Assign delegated administration to the subset of users to View All Data.

11. Which two values roll up the hierarchy to the manager for Collaborative Forecasting? (Choose two.)

Product quantity

Quota amount

Opportunity amount

Expected revenue

12. An administrator has been asked to grant read, create and edit access to the product object for users who currently have the standard marketing user profile.

Which two approaches could be used to meet this request? (Choose two.)

Create a new profile for the marketing users and change the access levels to read, create and edit for the product object.

Change the access levels in the marketing user standard profile to read, create and edit for the product object.

Create a permission set with read and write access for the product object and assign it to the marketing users.

Create a permission set with read, create and edit access for the product object and assign it to the marketing users.

13. Leads come to Universal Containers from various sources and need to be assigned to the correct sales team. When a lead comes from the APAC region, it can be passed to an external partner if the Sales Director approves the transfer. The partner’s channel manager must be notified when the partner has been assigned the lead.

Which combination of automation tools is needed to meet minimally these requirements?

Assignment rules and approval processes

Assignment rules, approval processes, and workflow rules

Assignment rules and workflow rules

Assignment rules, auto-response rules, and workflow rules

14. An administrator notices that there are two account records in the system with the same name. A contact record with the same name is associated with each account.

Which set of steps should be taken to merge these accounts using the Salesforce merge feature?

Merge the duplicate contacts and then merge the duplicate accounts.

Merge the duplicate accounts and the duplicate contacts will be merged automatically.

Merge the duplicate accounts and check the box that optionally merges the duplicate contacts.

Merge the duplicate accounts and then merge the duplicate contacts.

15. A sales manager wants to edit the opportunities owned by the sales team. The manager does NOT have Edit access to the Opportunity object.

What is a recommended solution?

Change the opportunity’s organization-wide default setting to Public Read/Write.

Redefine the role hierarchy by enabling "grant access using hierarchies."

Enable team selling on the Opportunity object to grant Read/Write access.

Create a permission set for Opportunity Edit and associate it to the user record.

16. A sales manager wants a report of accounts without any closed/won opportunities in the last year.

How can this requirement be met?

Create a joined report using the Accounts report type and the Opportunities report types.

Create a tabular report using the Account report type and add a cross filter using Opportunities.

Create a custom report type for Accounts without Opportunities.

Create a summary report using the Accounts report type with a formula field for opportunity count.

17. What are two capabilities of Territory Management? (Choose two.)

The ability to use opportunity criteria to expand a private sharing model.

Territory hierarchy replaces the role hierarchy for sharing.

The ability to use account criteria to expand a private sharing model.

Support for complex and frequently changed sales organization structures.

18. Universal Containers would like applicants to apply for multiple positions, tracking how many applicants have applied and how many positions each individual applicant has applied for. To do this, the administrator will create a Job Application junction object between the Applicant and Position objects.

How does this action meet the requirement?

A lookup relationship on the Applicant object with Position as the master provides roll-up summary fields without code.

The junction object allows the administrator to add a workflow rule to update fields on the Position and Applicant objects.

The junction object allows a many-to-many relationship and also roll-up summary fields on the parent objects.

The Job Application object as a master to Position and Applicant objects will allow roll-up summary fields on the Position and Applicant objects.

19. Which two actions could the delegated administrator complete after delegated administration is granted for a custom object? (Choose two.)

Add a custom picklist field to the object.

Change organization-wide sharing rules for the object.

Change the relationship with another object.

Create a custom tab for the object.

20. An administrator has unchecked the "Enable content pack creation" checkbox after users had created content packs.

What is the impact of this change?

Users can modify the description and title of existing packs.

All existing content packs will be deleted.

Users can continue to edit the contents of existing packs.

The Clone & Customize button will continue to be available.

21. The administrator at Universal Containers has been asked to create an account management dashboard displaying opportunities and activities for each of its top five clients.

Which dashboard feature should the Administrator use to meet this requirement?

Dashboard filter

Dynamic dashboard

Joined reports on a dashboard

Matrix reports on a dashboard

22. Universal Containers has a process to allow an employee to submit a vacation request and route it to the employee’s manager for approval. An employee attempted to submit a request but it could NOT be submitted.

How should the administrator troubleshoot this?

Ensure the approval step has an associated action.

Ensure the user record has an assigned active manager.

Review the system log to determine the root cause.

Use workflow to email the administrator if the process fails.

23. Which three password options are available for the administrator to set on content deliveries? (Choose three.)

Administrator-provided default password

Password complexity rules

Password protection is required

Password protection is optional and defaults to ON

Password protection is optional and defaults to OFF

24. Sales management wants to enforce a process in which the name of an account is always included in the name of an opportunity.

How can automation be used to help meet this requirement?

Use an Apex trigger on the Account object that adds the account name to the opportunity name.

Write a validation rule that updates the opportunity name with the account name using a cross-object formula.

Write a criteria-based workflow rule that updates the opportunity name concatenated with the account name.

Use an approval process that routes newly created opportunities to management for data quality review.

25. An administrator would like to know which delegated administrators are actively customizing their organization.

Where can the administrator find this information?

Debug log

Delegated administrator log

Setup audit trail

26. The administrator of Universal Containers is testing an approval process in a recently refreshed Developer Pro sandbox and is finding that none of the notification emails are being sent to the approvers.

Which two reasons could be the cause? (Choose two.)

The email addresses for the users are incorrect.

The Deliverability Access Level setting is incorrect.

HTML templates are NOT available in sandboxes.

Workflow emails only work in Full sandboxes.

27. A user changes roles from an EMEA sales representative to a US sales representative.

How will this impact the ownership-based sharing rules for the user’s records?

This will affect the ownership of records for standard objects but NOT custom objects.

None of the ownership-based sharing rules are recalculated.

All of the ownership-based sharing rules are recalculated.

This will only affect ownership-based sharing rules if the user moves up in the role hierarchy.

28. Which two permissions need to be enabled to set up entitlement management, including milestones, entitlement processes, and entitlement templates? (Choose two.)

Manage Milestones

Customize Entitlements

Manage Entitlements

Customize Application

29. The VP of Marketing is launching campaigns in each region to target accounts that do NOT have open opportunities.

Which reporting solution can an administrator set up to assist with this?

Standard filter

Cross filter

Joined report

Reporting snapshot

30. Universal Containers wants only users from the sales department to have access to price books.

How can an administrator meet this requirement?

Create a sharing rule to share all price books to sales users.

Manually share each price book to the sales users’ profile.

Set the organization-wide default for price book to Use.

Clone all custom price books from the standard price book.

31. The VP of Finance wants to ensure that once an opportunity is closed, it cannot be modified by any user.

How can an administrator meet this requirement?

Create a workflow field update to update the IsClosed field to True if a closed opportunity is modified.

Set the Do Not Modify Closed Opportunity permission for all profiles.

Set all fields to Read-Only on the standard Closed Opportunity page layout.

Create an opportunity validation rule with the formula: PRIORVALUE( IsClosed ) = True.

32. Which two statements are true about the creation of entitlement processes? (Choose two.)

Entitlements have their own organization-wide default settings.

The Manage Entitlements permission must be enabled.

Milestones can be created dynamically based on other fields.

Entitlement versioning allows changes to existing entitlement processes.

33. The administrator at Universal Containers wants to improve data quality by ensuring that all accounts have a Billing State/Province based upon the Billing Postal Code for that account.

Which two solutions can meet this requirement? (Choose two.)

Use a trigger that populates Billing State/Province based on a custom object that maps postal codes to states/provinces.

Use a validation rule to do a VLOOKUP of the Billing Postal Code to a custom object that maps postal codes to states/provinces.

Use a workflow that populates Billing State/Province based on a custom object that maps postal codes to states/provinces.

Use a validation rule to do an HLOOKUP of the Billing Postal Code to a custom object that maps postal codes to states/provinces.

34. Universal Containers wants to ensure that when an opportunity stage is Closed Lost the reason is captured in a custom Reason Lost field before the record can be saved.

Which approach can be taken to meet this requirement?

Create a workflow rule that fires on the Closed Lost stage and populates the Reason Lost field.

Create a validation rule that requires Reason Lost to be populated once the opportunity stage is Closed Lost.

Create a trigger that requires Reason Lost to be populated once the opportunity stage is Closed Lost.

Create a page layout for Closed Lost opportunities and make Reason Lost a required field.

35. Universal Containers wants to track expense reports and expense line items. Values from expense line item records need to be aggregated and displayed on the expense record.

Which type of relationship should an administrator use to ensure that expense line items can be aggregated?

Hierarchical

Master-detail

Lookup

Roll-up summary

36. What is the correct order of steps to follow when working with inbound change sets?

Deploy, Validate, Monitor

Validate, Deploy, Monitor

Deploy, Monitor, Validate

Monitor, Deploy, Validate

37. The sales manager at Universal Containers would like a dashboard to view each of the sales representative’s opportunities, accounts, and related cases.

What is a recommended solution?

Create a dynamic dashboard and ensure the sales manager has the "View My Team’s Dashboard" permission.

Create a dynamic dashboard and add filters for opportunities, accounts, and cases.

Create an individual dashboard for each sales representative with opportunity, account, and case components.

Create a dashboard and add filters for users, opportunities, accounts, and cases.

38. Universal Containers is implementing a new lead status process and wants to be able to do the following:

– Track leads through five different status values.

– Run reports showing the duration a lead spends in each status.

– Run full Lifetime reports of a lead from creation to conversion.

– Prevent leads from skipping a lead status.

How can these requirements be met?

Use field history tracking on the lead status field to track the duration of each status. Use validation rules to prevent status skipping.

Use an Apex trigger to populate custom date fields for each status, and use custom formula fields for calculating duration of each status.

Use custom date fields and workflow rules for each status, and use custom formula fields for calculating duration of a status. Use validation rules to prevent status skipping.

Use lead history reporting to track changes in the lead status field, and use custom reporting fields to calculate status duration. Use validation rules to prevent status skipping.

39. Universal Containers uses Territory Management to manage its sales territories. Territory managers and sales representatives are at the same role level in the role hierarchy. Account and Opportunity objects are set to private.

Which three permissions should be granted to territory managers? (Choose three.)

Transfer and Delete opportunities assigned to the territory, regardless of who owns the opportunities.

View, Edit, Transfer, and Delete accounts assigned to the territory, regardless of who owns the accounts.

View All opportunities associated with accounts in the territory, regardless of who owns the opportunities.

Edit All opportunities associated with accounts in the territory, regardless of who owns the opportunities.

Transfer All opportunities associated with accounts in the territory, regardless of who owns the opportunities.

40. Which two statements are true regarding Salesforce Customer Community members? (Choose two.)

Their reputation levels must be the same across all communities of which they are members.

They use the Ideas tab to submit, comment on, and vote for ideas.

They find crowdsourced answers and Knowledge articles to resolve a support issue.

They must belong to a company’s internal community to participate in Chatter collaboration.

41. Universal Containers uses a custom object to track customer complaints. The company wants to have a field on the custom object where they can include a reference to another complaint.

Which type of relationship can be used to accomplish this?

Master-detail

Hierarchical

Junction

Lookup

42. The marketing department at Universal Containers regularly changes the page layout requirements for its custom marketing objects. The VP of Marketing has asked the administrator for permission to configure only these objects.

What can the administrator do to meet this request?

Grant the VP of Marketing the ability to log in as a user who is an administrator.

Create a custom profile with Edit permission on the custom marketing objects and assign to the VP of Marketing.

Enable the Marketing User permission on the user record for the VP of Marketing.

Set up the VP of Marketing as a delegated administrator for the custom marketing objects.

43. Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won. The VP is reporting that these emails are NOT being delivered.

Which two tools should be used to determine the problem? (Choose two.)

System audit trail

Debug log

Email log

Workflow monitor

44. When a lookup relationship is created between two objects, which three options can the administrator select to help manage situations when a lookup record is deleted? (Choose three.)

Delete the related record also.

Prompt the user to enter another record to resolve the lookup relationship.

Clear the value of the lookup field.

Do NOT allow deletion of a lookup record that is part of a lookup relationship.

Notify the record owner.

45. An administrator has initiated the process of deploying changes from a sandbox to the production environment using the Force.com IDE.

Which three pieces of information must be supplied to the IDE during this process? (Choose three.)

The username and password of the destination environment

The related change set connection information

The metadata components that need to be deployed

The data of the fields which are being deployed

The environment into which the changes will be deployed

46. Users report that the Industry picklist field is no longer visible on account records.

Which tool can an administrator use to troubleshoot this issue?

Field audit history

Debug log

Field history tracking

Setup audit trail

47. A sales manager cannot view a contact owned by a salesperson. The salesperson is below the sales manager in the role hierarchy.

Why is the sales manager unable to view the contact?

Contact sharing settings have Grant Access Using Hierarchies unchecked.

The contact is NOT linked to an account.

The contact has NOT been manually shared with the manager.

Contact sharing settings are Private.

48. Universal Containers wants to allow its customers to submit support requests across multiple channels.

In which two ways can this be accomplished with Salesforce? (Choose two.)

Expose the case feeds option on the company’s website.

Offer a Chat button on the company website.

Enable Chatter Questions in the company’s Customer Community.

Enable the Service Cloud Console app on the company website.

49. Which two types of metadata should be migrated between environments using change sets? (Choose two.)

Standard field picklist values

Custom fields

Account team roles

Email templates

50. Which two types of data can a sales representative access from the Forecasts tab when using Collaborative Forecasts? (Choose two.)

Forecast amount for each opportunity stage

Forecast amount for each forecast category

Opportunities that make up each forecast amount

Forecast amount for other representatives on their team

51. Which three types of prices can the system administrator set for an organization’s products? (Choose three.)

Sales prices

Standard prices

Discount prices

List prices

Product prices

52. The Marketing Manager has requested that a field be added to each account that displays the number of contacts associated with the account. The manager wants to use this field as part of an email marketing segmentation strategy.

How can this requirement be met?

Create a roll-up summary field that counts the number of contacts and displays the count on the account.

Create a custom formula field on the account using the count() function to count the number of related contacts.

Create a custom field on the account. Use an Apex trigger to update the field when contacts are added or deleted.

Create a custom field on the account. Use a workflow rule to update the field when contacts are added or deleted.

53. Universal Containers has four sales regions: North America, APAC, EMEA, and LATAM. Each sales region is led by a VP of Sales. Each of the VPs wants to have a dashboard emailed to them every Monday morning that contains components with only the data for their region.

How can an administrator meet this requirement?

Create a reporting snapshot and check the dashboard option, scheduled to be delivered on Monday mornings.

Create one dashboard that includes a filter for each region, scheduled to be delivered on Monday mornings.

Create a separate dashboard with data specific to each sales VP, scheduled to be delivered on Monday mornings.

Create one dashboard using Visualforce to create a filter, scheduled to be delivered on Monday mornings.

54. A sales manager is unable to view a contact. The contact owner is under the manager in the role hierarchy.

Why is the sales manager receiving "insufficient privileges" error when viewing a contact?

The contact owner has NOT selected the option to share contacts with others in the role hierarchy.

The contact sharing settings are controlled by the parent, and the account owner is NOT under the sales manager’s role.

The contact sharing settings are private, so access to the record is limited to the contact owner and system administrator.

The account sharing settings are controlled by the parent, and the account owner is NOT under the sales manager’s role.

55. An administrator wants to pull data related to service contracts from Salesforce to store elsewhere on a monthly basis.

Which two ways can an administrator accomplish this? (Choose two.)

Use Data Loader to export the data each month.

Use Data Exporter to export the data each month.

Configure the "Schedule Export" option under Data Export.

Use the "Object Export" feature under Data Management.

56. Users have been given Read/Write access to product support cases through criteria-based sharing rules. A user’s profile only has the Read permission for cases.

What can the user expect regarding their ability to edit product support cases?

The user will NOT be able to edit product support cases.

The user will only be able to edit cases manually shared with them.

The user will only be able to edit the cases that they created.

The user will be able to edit product support cases.

57. The support manager at Universal Containers wants a dashboard that shows the number of cases that remain open as of 5:00 p.m. each day.

Which type of report should be used in the dashboard component?

Custom summary report where unit equals business hours

Report based on custom report type using cases and business hours

Report based on a reporting snapshot that runs daily at 5:00 p.m.

Standard case lifecycle report where unit equals business hours

58. The VP of Sales wants to require that the Next Step field is always updated when an opportunity stage is changed.

How can this process be automated?

Create a validation rule with the following formula: AND( ISCHANGED(ISPICKVAL(StageName)), NOT ( ISCHANGED(NextStep)))

Create a validation rule with the following formula: AND( ISCHANGED(StageName), NOT ( ISCHANGED(NextStep)))

Create a workflow rule with the following formula: AND( ISCHANGED(StageName), NOT ( ISCHANGED(NextStep))

Create a workflow rule with the following formula: AND( ISCHANGED(ISPICKVAL(StageName), ISCHANGED(NextStep))

59. Recruiters at Universal Containers want to associate positions with their related job applications using two custom objects C Position and Job Application. A job application must always have a related position. If a position is deleted, the corresponding job applications are deleted.

Which type of object relationship will meet this requirement?

Master-detail

Junction

Hierarchical

Lookup

60. Which three statements are correct about change sets? (Choose three.)

When a change set is deployed to production, by default, all unmanaged Apex tests will automatically be run.

There is a feature that allows the user to validate a change set before deploying it.

When a component is added to a change set, all dependent components automatically get added.

When custom fields are added to a change set, field-level security is automatically included.

To use change sets, at least one inbound and one outbound connection must exist.

61. A Visualforce page loads slowly due to the large amount of data it displays.

Which strategy can a developer use to improve the performance?

Use JavaScript to move data processing to the browser instead of the controller.

Use the transient keyword for the List variables used in the custom controller.

Use lazy loading to load the data on demand, instead of in the controller’s constructor.

Use an <apex:actionPoller> in the page to load all of the data asynchronously.

62. Universal Containers wants to use a Customer Community with Customer Community Plus licenses so their customers can track how many containers they are renting and when they are due back. Many of their customers are global companies with complex Account hierarchies, representing various departments within the same organization.

One of the requirements is that certain community users within the same Account hierarchy be able to see several departments’ containers, based on a junction object that relates the Contact to the various Account records that represent the departments.

Which solution solves these requirements?

A Visualforce page that uses a Custom Controller that specifies without sharing to expose the records.

A Custom List View on the junction object with filters that will show the proper records based on owner.

A Custom Report Type and a report Lightning Component on the Community Home Page.

An Apex Trigger that creates Apex Managed Sharing records based on the junction object’s relationships.

63. Universal Containers wants to use an external Web Service provided by a third-party vendor to validate that shipping and billing addresses are correct. The current vendor uses basic password authentication, but Universal Containers might switch to a different vendor who uses OAuth.

What would allow Universal Containers to switch vendors without updating the code to handle authentication?

Custom Metadata

Custom Setting (List)

Dynamic Endpoint

Named Credential

64. A company has a Lightning Page with many Lightning Components, some that cache reference data. It is reported that the page does not always show the most current reference data.

What can a developer use to analyze and diagnose the problem in the Lightning Page?

Salesforce Lightning Inspector Actions Tab

Salesforce Lightning Inspector Event Log Tab

Salesforce Lightning Inspector Transactions Tab

Salesforce Lightning Inspector Storage Tab

65. A company has code to update a Request and Request Lines and make a callout to their external ERP system’s REST endpoint with the updated records.

The CalloutUtil.makeRestCallout fails with a "You have uncommitted work pending. Please commit or rollback before calling out" error.

What should be done to address the problem?

Remove the Database.setSavepoint and Database.rollback.

Change the CalloutUtil.makeRestCallout to an @InvocableMethod method.

Change the CalloutUtil.makeRestCallout to an @future method.

Move the CalloutUtil.makeRestCallout method call below the catch block.

66. A Visualforce page contains an industry select list and displays a table of Accounts that have a matching value in their Industry field.

When a user changes the value in the industry select list, the table of Accounts should be automatically updated to show the Accounts associated with the selected industry.

What is the optimal way to implement this?

Add an <apex:actionFunction>within the <apex:selectOptions>.

Add an <apex:actionFunction>within the <apex:selectList>.

Add an <apex:actionSupport>within the <apex:selectList>.

Add an <apex:actionSupport>within the <apex:selectOptions>.

67. The test method above calls a web service that updates an external system with Account information and sets the Account’s Integration_Updated__c checkbox to True when it completes.

The test fails to execute and exits with an error: "Methods defined as TestMethod do not support Web service callouts."

What is the optimal way to fix this?

Add Test.startTest() before and Test.setMock and Test.stopTest() after CalloutUtil.sendAccountUpdate.

Add Test.startTest() and Test.setMock before and Test.stopTest() after CalloutUtil.sendAccountUpdate.

Add if (!Test.isRunningTest()) around CalloutUtil.sendAccountUpdate.

Add Test.startTest() before and Test.stopTest() after CalloutUtil.sendAccountUpdate.

68. A developer created and tested a Visualforce page in their developer sandbox, but now receives reports that users are encountering ViewState errors when using it in Production.

What should the developer ensure to correct these errors?

Ensure queries do not exceed governor limits.

Ensure properties are marked as Transient.

Ensure properties are marked as private.

Ensure profiles have access to the Visualforce page.

69. Refer to the component code above.

The information displays as expected (in three rows) on a mobile device.

However, the information is not displaying as desired (in a single row) on a desktop or tablet.

Which option has the correct component changes to display correctly on desktops and tablets?

A)

Option A

Option B

Option C

Option D

70. A company’s support process dictates that any time a Case is closed with a Status of "Could not fix," an Engineering Review custom object record should be created and populated with information from the Case, the Contact, and any of the Products associated with the Case.

What is the correct way to automate this using an Apex trigger?

An after update trigger that creates the Engineering Review record and inserts it.

A before update trigger that creates the Engineering Review record and inserts it.

An after upsert trigger that creates the Engineering Review record and inserts it.

A before upsert trigger that creates the Engineering Review record and inserts it.

71. A company processes Orders within their Salesforce instance. When an Order’s status changes to "Paid" it must notify the company’s order management system (OMS). The OMS exposes SOAP web service endpoints to listen for when to retrieve the data from Salesforce.

What is the optimal method to implement this?

Generate the Enterprise WSDL and use it to make a callout to the OM

Generate the Partner WSDL and use it to make a callout to the OM

Create an Outbound Message that contains the session ID and send it to the OM

Create an Apex trigger and make a callout to the OMS from the trigger.

72. Consider the Apex controller above, that is called from a Lightning Aura Component.

What is wrong with it?

Line 1: class must be global

Lines 1 and 6: class and method must be global

Line 6: method must be static

Line 8: method must first serialize the list to JSON before returning

73. An Apex class does not achieve expected code coverage. The testSetup method explicitly calls a method in the Apex class.

How can the developer generate the code coverage?

Verify the user has permissions passing a user into System.runAs().

Call the Apex class method from a testMethod instead of the testSetup method.

Add @testVisible to the method in the class the developer is testing.

Use system.assert() in testSetup to verify the values are being returned.

74. A developer is trying to decide between creating a Visualforce component or a Lightning component for a custom screen.

Which functionality consideration impacts the final decision?

Does the screen need to be rendered as a PDF?

Does the screen need to be accessible from the Lightning Experience UI?

Will the screen make use of a JavaScript framework?

Will the screen be accessed via a mobile app?

75. A developer wishes to improve runtime performance of Apex calls by caching results on the client.

What is the best way to implement this?

Decorate the server-side method with @AuraEnabled(cacheable=true).

Set a cookie in the browser for use upon return to the page.

Call the setStorable() method on the action in the JavaScript client-side code.

Decorate the server-side method with @AuraEnabled(storable=true).

76. A developer is asked to update data in an org based on new business rules. The new rules state that Accounts with the type set to "Customer" should have a status of "Active, " and Accounts with the type set to "Prospect" should have a status of "Pending. " No other changes to data should be made.

Which code block will accurately meet the business requirements?

A)

Option A

Option B

Option C

Option D

77. What is a benefit of JavaScript remoting over Visualforce Remote Objects?

Allows for specified re-render targets.

Does not require any Apex code.

Does not require any JavaScript code.

Supports complex server-side application logic.

78. A Lightning Component functions in preview mode and needs to be used inside a Lightning App Builder page, but it is not available.

What change should be applied to the component?

Expose it in the markup using the implements and access attributes.

Delete the component, metadata, and Apex controller and recreate them.

Refresh the sandbox and upgrade it to the latest API version.

Look for errors in the logic in the JavaScript controller.

79. Recently a Salesforce org’s integration failed because it exceeded the number of allowed API calls in a 24hour period. The integration handles a near real-time, complex insertion of data into Salesforce.

The flow of data is as follows:

– The integration looks up Contact records with a given email address and, if found, the integration adds a Task to the first matching Contact it finds.

– If a match is not found, the integration looks up Lead records with a given email address and, if found, the integration adds a Task to the first matching Lead it finds.

– If a match is not found, the integration will create a Lead and a Task for that newly created Lead.

What is one way in which the integration can stay near real-time, but not exceed the number of allowed API calls in a 24-hour period?

Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.

Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.

Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.

Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.

80. A company wants to build a custom Lightning Component that will display a specified Account Field Set and that can only be added to the Account record page.

Which design resource configuration should be used?

A)

Option A

Option B

Option C

Option D

81. A developer created a new trigger that inserts a Task when a new Lead is created. After deploying to production, an outside integration is periodically reporting errors.

Which change should the developer make to ensure the integration is not affected with minimal impact to business logic?

Remove the Apex Class from the Integration User’s Profile.

Use the Database method with allOrNone set to False.

Use a Try/Catch block after the insert statement.

Deactivate the Trigger before the Integration runs.

82. An environment has two Apex Triggers: an after-update trigger on Account and an after-update trigger on Contact. The Account after-update trigger fires whenever an Account’s address is updated, and it updates every associated Contact with that address. The Contact after-update trigger fires on every edit, and it updates every Campaign Member record related to the Contact with the Contact’s state.

Consider the following: A mass update of 200 Account records’ addresses, where each Account has 50 Contacts. Each Contact has 1 Campaign Member. This means there are 10,000 Contact records across the Accounts and 10,000 Campaign Member records across the contacts.

What will happen when the mass update occurs?

The mass update will fail, since the two triggers fire in the same context, thus exceeding the number of records processed by DML statements.

There will be no error, since each trigger fires within its own context and each trigger does not exceed the limit of the number of records processed by DML statements.

There will be no error, since the limit on the number of records processed by DML statements is 50,000.

The mass update of Account address will succeed, but the Contact address updates will fail due to exceeding number of records processed by DML statements.

83. A company has many different unit test methods that create Account records as part of their data setup. A new required field was added to the Account and now all of the unit tests fail.

What is the optimal way for a developer to fix the issue?

Add a before insert trigger on Account to set the value of the required field.

Create a TestDataFactory class that serves as the single place to create Accounts for unit tests and set the required field there.

Change the required field to be a validation rule that excludes the System Administrator profile.

Add the required field to the data setup for all of the unit tests.

84. A user receives the generic "An internal server error has occurred" while interacting with a custom Lightning Component.

What should the developer do to ensure a more meaningful message?

Add an onerror event handler to the tag.

Add an error-view component to the markup.

Use an AuraHandledException in a try/catch block.

Use ProcessBuilder to catch the error.

85. Consider the Apex class above that defines a RemoteAction used on a Visualforce search page.

Which code snippet will assert that the remote action returned the correct Account?

Account a = controller.getAccount(‘TestAccount’);
System.assertEquals( ‘TestAccount’, a.Name );

MyRemoter remote = new MyRemoter();
Account a = remote.getAccount(‘TestAccount’);
System.assertEquals( ‘TestAccount’, a.Name );

MyRemoter remote = new MyRemoter(‘TestAccount’);
Account a = remote.getAccount();
System.assertEquals( ‘TestAccount’, a.Name );

Account a = MyRemoter.getAccount(‘TestAccount’);
System.assertEquals( ‘TestAccount’, a.Name );

86. A custom Visualforce controller calls the ApexPages.addMessage() method, but no messages are rendering on the page.

Which component should be added to the Visualforce page to display the message?

<apex:message for="info"/>

<apex:facet name="messages" />

<apex:pageMessage severity="info" />

<apex:pageMessages />

87. A developer is writing code that requires making callouts to an external web service.

Which scenario necessitates that the callout be made in an @future method?

The callouts will be made in an Apex Trigger.

The callouts will be made in an Apex Test class.

The callout could take longer than 60 seconds to complete.

Over 10 callouts will be made in a single transaction.

88. A developer wants to call an Apex Server-side Controller from a Lightning Aura Component.

What are two limitations to the data being returned by the Controller? (Choose two.)

A custom Apex Class can be returned, but only the values of public instance properties and methods annotated with @AuraEnabled are serialized and returned.

Lists of Custom Apex Classes cannot be returned by Apex Controllers called by Lightning Aura Components.

Basic data types are supported, but defaults, such as maximum size for a number, are defined by the objects that they map to.

Only Basic data types and sObjects are supported as return types for Apex Controllers called by Lightning Aura Components.

89. Which interface needs to be implemented by a Lightning Component so that it may be displayed in modal dialog by clicking a button on a Lightning Record page?

force:lightningQuickAction

lightning:quickAction

lightning:editAction

force:lightningEditAction

90. Sometimes events on Salesforce need to be handled by an external system due to the scale or type of process being executed. Consider the use case of a user in Salesforce needing to get pricing for an order they are building in Salesforce while on the phone with a customer.

The pricing logic already exists in a third-party system. Instead of recreating this logic in Salesforce, it will be leveraged by making a request of the third-party system. The response, in this case the pricing, will be returned and stored back in Salesforce.

What is the optimal solution?

A Visualforce page that can make a real-time Apex callout to display and save the pricing back in Salesforce

An Apex trigger that upon saving the Order will make a real-time Apex callout, saving the pricing back in Salesforce

A Process Builder process and Outbound Message to fetch the pricing upon save and store the pricing in Salesforce

An ETL tool to process batches of newly saved Orders every few minutes to store the pricing back in Salesforce

91. What are three benefits of using declarative customizations over code? (Choose three.)

Declarative customizations cannot generate run time errors.

Declarative customizations will automatically update with each Salesforce release.

Declarative customizations do not require user testing.

Declarative customizations are not subject to governor limits.

Declarative customizations generally require less maintenance.

92. Which use case can only be performed by using asynchronous Apex?

Scheduling a batch process to complete in the future

Processing high volumes of records

Updating a record after the completion of an insert

Calling a web service from an Apex trigger

93. The test method above calls an @future method that increments the Number_of_Times_Viewed__c value. The assertion is failing because the Number_of_Times_Viewed__c equals 0.

What is the optimal way to fix this?

Change the initialization to acct.Number_Of_Times_Viewed__c = 1.

Add Test.startTest() before and Test.stopTest() after AuditUtil.incrementViewed.

Add Test.startTest() before and Test.stopTest() after insert acct.

Change the assertion to System.assertEquals(0, acctAfter.Number_Of_Times_Viewed__c).

94. A company represents their customers as Accounts that have an External ID field called Customer_Number__c. They have a custom Order (Order__c) object, with a Lookup to Account, to represent Orders that are placed in their external order management system (OMS). When an order is fulfilled in the OMS, a REST call to Salesforce should be made that creates an Order record in Salesforce and relates it to the proper Account.

What is the optimal way to implement this?

Perform a REST GET on the Account and a REST POST to update the Order__c with the Account’s record I

Perform a REST PATCH to upsert the Order__c and specify the Account’s Customer_Number__c in it.

Perform a REST POST to update the Order__c and specify the Account’s Customer_Number__c in it.

Perform a REST GET on the Account and a REST PATCH to upsert the Order__c with the Account’s record I

95. What are three benefits of using static resources in Visualforce and Lightning Components? (Choose three.)

Static resource files are automatically minified.

Static resource files can be referenced by using the $Resource global variable instead of hardcoded IDs.

Static resource files can be packaged into a collection of related files in a zip or jar archive.

Static resource files do not count against an organization’s quota of data storage.

Relative paths can be used in files in static resource archives to refer to other content within the archive.

96. A company has a native iOS app for placing orders that needs to connect to Salesforce to retrieve consolidated information from many different objects in a JSON format.

Which is the optimal method to implement this in Salesforce?

Apex REST Web Service

Apex SOAP Web Service

Apex SOAP Callout

Apex REST Callout

97. A company has a custom object, Sales Demo Request, that has a lookup to an Opportunity. It is required that a Sales Demo Request record be created when an Opportunity’s Probability is greater than 50%.

What is the optimal way to automate this?

Use an Apex Trigger on Opportunity.

Build a Flow on Opportunity.

Create a Workflow on Opportunity.

Build a Process on Opportunity.

98. A company represents their customers as Accounts in Salesforce. All customers have a unique Customer_Number__c that is unique across all of the company’s systems. They also have a custom Invoice__c object, with a Lookup to Account, to represent invoices that are sent out from their external system. This company wants to integrate invoice data back into Salesforce so Sales Reps can see when a customer is paying their bills on time.

What is the optimal way to implement this?

Ensure Customer_Number__c is an External ID and that a custom field Invoice_Number__c is an External ID and Upsert invoice data nightly.

Query the Account Object upon each call to insert invoice data to fetch the Salesforce ID corresponding to the Customer Number on the invoice.

Create a cross-reference table in the custom invoicing system with the Salesforce Account ID of each Customer and insert invoice data nightly.

Use Salesforce Connect and external data objects to seamlessly import the invoice data into Salesforce without custom code.

99. An Apex trigger creates an Order__c record every time an Opportunity is won by a Sales Rep. Recently the trigger is creating two orders.

What is the optimal method for a developer to troubleshoot this?

Set up debug logging for every Sales Rep, then monitor the logs for errors and exceptions.

Turn off all Workflow Rules, then turn them on one at time to see which one causes the error.

Add system.debug() statements to the code and use the Developer Console logs to trace the code.

Run the Apex Test Classes for the Apex trigger to ensure the code still has sufficient code coverage.

100. A company wants to incorporate a third-party web service to set the Address fields when an Account is inserted, if they have not already been set.

What is the optimal way to achieve this?

Create a Process, call an Apex @future(callout=true) method from it, and make the callout from that Apex method.

Create a Process, call an Apex @InvocableMethod from it, and make the callout from that Apex method.

Create an after insert trigger, call an Apex @InvocableMethod method from it, and make the callout from that Apex method.

Create an after insert trigger, call an @future(callout=true) method from it, and make the callout from that Apex method.

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