Salesforce ADMIN Winter' 13 Certification Exam questions with answers

1. How can an administrator control which Salesforce Knowledge articles are visible to customers in the Service Cloud portal? 

                A.            Assign article type visibility using roles.

                B.            Assign article type visibility using custom components.

                C.            Assign data category visibility using profiles.

                D.            Assign data category visibility using roles.

               

                Ans : C

2. How can an administrator enhance Case Feed?

               Choose 2 answers          

                A.            Allow support users to save email drafts and submit emails for approval.

                B.            Configure a custom button in the Email publisher for SoftPhone functionality.

                C.            Add columns to the default three-column Case Feed page layout.

                D.            Customize where the publisher menu appears and which publishers to display.

               

                Ans : A,D

3. How can a customized opportunity team be used?

               Choose 2 answers          

                A.            Display the opportunity amount split for each team member.

                B.            Email team members when they are added to an opportunity team.

                C.            Display different team member fields to users depending on their profiles.

                D.            Capture additional custom information about each team member.

                Ans : B,C

4. How can an administrator use the Case to Data Category Mapping feature in Salesforce Knowledge?                

                A.            Allow support agents to create and manage data categories.

                B.            Pre-populate article search filters based on the values of case fields.

                C.            Control data category visibility using permission sets and profiles.

                D.            Track article history to see which users made changes to articles.

                Ans : B

5. What is a capability of Chatter Answers when using the Service Cloud Console?

               Choose 2 answers          

                A.            Support agents can invite customers into a private Chatter group.

                B.            Administrators can create custom page layouts for questions.

                C.            Community members can like or flag comments.

                D.            Support agents can use the Questions tab to ask questions.

                Ans : B,D

More Admin Questions will be coming soon....

Thanks,