Salesforce Certified Administrator Exam Questions 2026
Salesforce Certified Administrator Exam Questions 2026
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Question 1:
As a Salesforce administrator, you’re working with a nonprofit organization that manages volunteer opportunities. They want to track volunteer hours and assign different types of volunteer roles (e.g., event coordinator, fundraiser, mentor). Additionally, they need to capture the date of each volunteer activity.
Which Salesforce feature would you use to accomplish this?
Choose 1 answer.
A.Custom Fields
B. Related Lists
C. Page Layouts
D. Record Types
Answer: A
Explanation:
Custom Fields
Custom Fields allow you to create specific data points for a custom object (in this case, the Volunteer Activity object).
You can create custom fields to track:
Volunteer hours
Volunteer roles
Date of each activity
Custom Fields are essential for capturing relevant and structured information.
Record Types
Record Types allow you to define different sets of:
Picklist values
Page layouts
Business processes
These can be tailored for different user profiles or use cases.
While useful, Record Types do not directly address creating custom fields for tracking volunteer hours and roles.
Page Layouts
Page Layouts determine the arrangement of:
Fields
Related lists
Buttons
They control how information is displayed on a record detail page.
Page Layouts do not directly handle the creation of custom fields or capturing specific data points.
Related Lists
Related Lists display child records associated with a parent record
(for example, volunteer activities related to a specific volunteer).
Although important for visibility and navigation, Related Lists do not directly address creating custom fields for tracking volunteer hours and roles.
Question 2:
Cloud Climbers, avmountaineering equipment company, wants to improve their inventory management by automatically generating purchase orders for essential items when stock levels fall below a specific threshold. Which of the following options would BEST achieve this automation?
Choose 1 answer.
A. Utilize Inventory Management Rules to automatically generate purchase orders for specific items based on predefined thresholds.
B. Configure Product Record Types to categorize essential items and manually create purchase orders when needed.
C. Leverage Process Builder to define complex logic for purchase order generation considering factors like supplier availability and lead time.
D. Create a workflow rule that triggers an email notification to the purchasing team when stock levels are low.
Answer: A
Explanation:
Utilize Inventory Management Rules
This option is specifically designed for automated purchase order generation based on predefined stock thresholds.
You can configure rules for specific items or categories to ensure timely replenishment of essential stock.
This approach eliminates manual intervention and supports efficient inventory management.
❌ Incorrect Answers
Email Notifications
While notifying the team is helpful, it still requires manual action.
It does not directly fulfill the requirement for automation.
Process Builder
Although flexible, it is unnecessary for this straightforward scenario.
Inventory Management Rules provide a more dedicated and efficient solution.
Manual Purchase Orders by Product Type
This approach defeats the purpose of automation.
It is time-consuming and prone to human error.
Question 3:
Northern Trail Outfitters, an outdoor gear company, wants to streamline their sales process by automating follow-up tasks when opportunities reach specific stages. Here‘s what they envision:
When an Opportunity is moved to the “Closed Won“ stage, a task should be created for the sales rep to send a thank-you email to the customer.
When an Opportunity is moved to the “Closed Lost“ stage, the system should update a custom field “Reason for Loss“ to capture why the deal didn‘t close.
Which combination of Salesforce automation tools would BEST achieve these requirements?
Choose 1 answer.
A. Workflow Rule + Workflow Rule: Create two workflow rules, one to create a task upon reaching “Closed Won“ and another to update the field upon reaching “Closed Lost.“
B. Workflow Rule + Apex Trigger: Create a workflow rule to create the task and an Apex trigger that fires when the opportunity is moved to “Closed Lost“, updating the “Reason for Loss“ field.
C. Workflow Rule + Process Builder: Create a workflow rule to create the task and a process builder to update the field, as Process Builder offers more flexibility for field updates.
D. Process Builder + Process Builder: Create two separate process builders, one for each automation, offering flexibility and potential for additional actions.
Answer: C
Explanation:
Workflow Rule + Process Builder
This is the most efficient and balanced approach.
A Workflow Rule is well-suited for creating tasks.
Process Builder provides flexibility for custom field updates and supports additional logic if required.
❌ Incorrect Answers
Workflow Rule + Workflow Rule
While technically possible, using Process Builder for field updates offers greater flexibility.
It allows for future enhancements and more complex logic if needed.
Process Builder + Process Builder
Although Process Builder can handle both actions, best practice is to use Workflow Rules for standard actions such as task creation when available.
Workflow Rule + Apex Trigger
An Apex Trigger provides maximum customization but introduces unnecessary complexity.
For simple field updates, Process Builder is a more efficient and maintainable solution.
Question 4:
Cloud Software Solutions, is experiencing increased customer support ticket volume due to a new product launch. Their current support process relies heavily on email communication, which can be slow and inefficient. Cloud Software Solutions wants to improve customer satisfaction by streamlining communication and offering multiple channels for support requests.
What is the most effective Salesforce feature Cloud Software Solutions can implement to streamline communication and offer multiple support channels for their customers?
Choose 1 answer
A.Implement Salesforce Knowledge to create a centralized knowledge base of solutions.
B. Enable Web-to-Case with custom forms for different support categories.
C. Leverage Email-to-Case with automatic routing based on keywords in the email subject line.
D. Activate Salesforce Inbox with Einstein Activity Capture for streamlined email management and case creation.
Answer: B
Explanation:
✅ Web-to-Case with Custom Forms
Allows customers to submit support requests directly through a web form on Cloud Software Solutions’ website.
Custom forms can be created for different support categories, streamlining case creation.
Provides a convenient, user-friendly self-service option while improving support efficiency.
❌ Email-to-Case
Useful for converting emails into cases, but it still relies on email communication, which can be slow.
Automatic routing based on keywords may not always be accurate.
❌ Salesforce Knowledge
A valuable tool for customer self-service and knowledge sharing.
However, it does not address the requirement of offering multiple communication channels for direct support interactions.
❌ Salesforce Inbox
Enhances email management and captures activities for case creation.
Primarily focuses on agent productivity and email workflows, rather than providing additional customer-facing support channels.
Question 5:
Cloud Kicks, the popular online shoe retailer, is experiencing a surge in customer inquiries regarding product sizing and fit. Their current approach relies on generic size charts and limited interaction with customer support agents. This leads to customer confusion and frustration, resulting in high return rates and decreased customer satisfaction.
Which of the following Salesforce features could be implemented to improve the customer experience and address product sizing and fit challenges for Cloud Kicks?
Choose 1 answer
A. Leverage Knowledge Base with dynamic content displaying recommended sizes based on individual customer purchase history and preferences.
B. Enable Case Teams with dedicated groups for handling sizing inquiries, allowing collaboration and knowledge sharing among support agents.
C. Utilize Live Agent Chat with embedded sizing recommendations powered by Einstein Bots
Answer: C
Explanation:
✅ Live Agent Chat with Embedded Sizing Recommendations Powered by Einstein Bots
Integrates AI-powered Einstein Bots within Live Agent Chat.
Analyzes customer data such as purchase history to deliver personalized sizing recommendations in real time.
Enhances the overall customer experience and helps reduce product returns related to sizing issues.
❌ Knowledge Base with Dynamic Content
Not ideal for displaying recommended sizes based on individual customer data.
While Salesforce Knowledge provides a centralized information repository, it does not support real-time personalization driven by individual customer attributes.
❌ Case Teams
Useful for internal collaboration among support agents.
Does not directly support real-time customer interaction or personalized recommendations.
For a full set of 920 questions. Go to
https://skillcertpro.com/product/salesforce-certified-platform-administrator-practice-tests/
SkillCertPro offers detailed explanations to each question which helps to understand the concepts better.
It is recommended to score above 85% in SkillCertPro exams before attempting a real exam.
SkillCertPro updates exam questions every 2 weeks.
You will get life time access and life time free updates
SkillCertPro assures 100% pass guarantee in first attempt.
Question 6:
Acme Corporation, an electronics manufacturer, wants to improve their sales process by creating a custom Lightning page with a unified view of customer information, product details, and past orders. Which of the following options would BEST achieve this using Salesforce Lightning App Builder?
Choose 1 answer
A. Configure a Visualforce page with custom Apex code to access and present data from multiple objects on a single page.
B. Create a custom report template with Account and Opportunity data and embed it within a Lightning page.
C. Create a custom object for “Sales Opportunities“ and build a Lightning page with related lists and record details from various objects.
D. Utilize the Account and Opportunity objects, build a Lightning page, and leverage Lightning Data Components (LDCs) to display relevant information from both objects.
Answer: D
Explanation:
✅ Correct Answer
Leverage Account and Opportunity Objects with Lightning Dynamic Components (LDCs)
This approach delivers a unified customer and sales view without creating unnecessary custom objects.
Lightning Dynamic Components on a Lightning page can display:
Account details
Related Opportunities
Past order data from the Opportunity object
Provides a comprehensive, interactive overview for both customer and sales information.
❌ Incorrect Answers
Custom “Sales Opportunities” Object
Introduces data redundancy and increases complexity.
Using existing Account and Opportunity objects with LDCs is more efficient and scalable.
Visualforce and Apex
While powerful, this approach requires additional development effort.
It may lack the modern, user-friendly, and visually rich experience provided by LDCs in Lightning Experience.
Custom Report Template
Reports are designed for data analysis, not dynamic record-level interaction.
LDCs offer greater flexibility for displaying specific data elements directly on a Lightning page.
Question 7:
Shoeniverse would like to be able to manage sales tasks differently between their Walking Shoes sales and Running Shoes sales and display different fields for each. How can this requirement be met?
Choose 2 answers.
A. Page Layouts
B. Workflow Rules
C. Record Types
D. Formula Fields
Answer: A and C
Explanation:
✅ Correct Options
Record Types
The best solution for managing sales tasks differently between Walking Shoes and Running Shoes.
Enables you to create multiple record types within the same Opportunity object.
Each record type can have its own set of fields and picklist values tailored to the specific sales process.
Page Layouts
Separate page layouts can be assigned to each record type.
Controls which fields are visible and editable on the Opportunity detail page.
Ensures users interact only with information relevant to each type of sale.
❌ Incorrect Options
Formula Fields
Useful for calculations based on existing data.
Do not support creating distinct sets of fields or layouts for different sales scenarios.
Workflow Rules
Designed to automate actions based on criteria.
Not suitable for managing field visibility or creating different data structures for multiple sales types.
Question 8:
Your company has recently transitioned to a remote work environment. The sales and marketing teams collaborate on creating proposals, presentations, and marketing collateral. The company wants to enhance document collaboration within Salesforce to improve productivity.
Which Salesforce feature allows teams to collaborate on documents, track versions, and manage content efficiently?
Choose 1 answer.
A.Chatter Files
B. Salesforce Content
C. Salesforce Communities
D. Salesforce Knowledge
Answer: B
Explanation:
✅ Salesforce Content
Provides a centralized repository for managing documents, presentations, and other content.
Enables teams to:
Collaborate effectively
Track document versions
Organize and manage content efficiently
Best suited for enterprise-level document collaboration within Salesforce.
❌ Chatter Files
Allows users to share files within Chatter feeds.
Does not focus on advanced document collaboration, version control, or structured content management.
❌ Salesforce Knowledge
Designed for creating and managing knowledge articles for internal and external audiences.
Not intended for general document collaboration or version control.
❌ Salesforce Communities
Enables collaboration with external users such as customers and partners.
Does not directly address internal document collaboration requirements within Salesforce.
Question 9:
Your sales team relies heavily on email communication with potential customers. The company wants to streamline email integration within Salesforce to enhance productivity and collaboration.
Choose 1 answer
A.Salesforce Files
B. Chatter
C. Salesforce Inbox
D. Email-to-Case
Answer: C
Explanation:
✅ Salesforce Inbox
• Integrates emails directly into Salesforce records such as:
○ Leads
○ Contacts
○ Opportunities
• Allows users to view and manage emails without switching between their email client and Salesforce.
• Significantly enhances user productivity and efficiency.
❌ Chatter
• Salesforce’s collaboration platform for internal communication.
• Does not directly support email integration with Salesforce records.
❌ Email-to-Case
• Designed to convert customer emails into cases.
• Does not focus on associating emails with existing Salesforce records like leads or opportunities.
❌ Salesforce Files
• Primarily a document management solution.
• Does not specifically address email integration or email tracking within Salesforce records.
Question 10:
The support team at your company handles various types of cases, ranging from basic inquiries to critical issues. As a Salesforce Administrator your task is to ensure efficient case management and timely resolution.
How can you automate case escalation based on predefined criteria such as case priority and response time?
Choose 1 answer.
A. Create custom fields on the case object to manually track escalation criteria
B. Use the standard Case Priority picklist field provided by Salesforce
C. Automatically escalate cases based on predefined rules using case escalation rules
D. Track case escalation separately in an external spreadsheet.
Answer: C
Explanation:
✅ Automatically Escalate Cases Using Case Escalation Rules
Allows you to define escalation criteria such as:
Response time
Case priority
Automatically escalates cases to higher support tiers or management when conditions are met.
Ensures timely resolution and consistent enforcement of support policies.
❌ Create Custom Fields on the Case Object
Custom fields can store additional data, but manually tracking escalation criteria is inefficient.
Automated escalation methods are better suited for this requirement.
❌ Use the Standard “Case Priority” Picklist Field
Helps categorize cases by urgency.
Does not directly manage or trigger case escalation.
❌ Track Case Escalation in an External Spreadsheet
Leads to data fragmentation and increased manual effort.
Best practice is to manage escalation directly within Salesforce.
For a full set of 920 questions. Go to
https://skillcertpro.com/product/salesforce-certified-platform-administrator-practice-tests/
SkillCertPro offers detailed explanations to each question which helps to understand the concepts better.
It is recommended to score above 85% in SkillCertPro exams before attempting a real exam.
SkillCertPro updates exam questions every 2 weeks.
You will get life time access and life time free updates
SkillCertPro assures 100% pass guarantee in first attempt.