CRT-101 Practice Questions

Business hours are used to specify the days and hours when your company’s employees work. You

can create multiple sets of business hours for different time zones or regions and assign them to

users based on their location or function. To meet the requirement of having different business hours

for reps on pacific time and eastern time, you need to create one set of business hours per time zone

and assign them accordingly. Reference:

https://help.salesforce.com/s/articleView?id=sf.customize_supporthours.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.customize_supporthours_assign.htm&type=5

To save time and budget, you can check the AppExchange for prebuilt solutions that can be easily

customized for your needs. AppExchange is a marketplace for apps, components, and consulting

services that extend Salesforce functionality.

Reference: https://appexchange.salesforce.com/

Component visibility filters are a way to make the record pages more dynamic and easier to use by

showing or hiding components based on certain criteria. For example, users can see different

components based on their profile, role, record type, or field values. Reference:

https://help.salesforce.com/s/articleView?id=sf.app_builder_component_visibility.htm&type=5

A custom profile is a profile that can be created and customized by administrators to define what

users can see and do in Salesforce based on their job function or role. It can be used by Cloud Kicks to

give read, create, and edit access for objects and restrict users from deleting any records by creating

and assigning a custom profile with delete access removed for each object in the object settings.

Assigning the standard system administrator profile to analytical user, giving user view all access and

assigning them to highest role in role hierarchy, or creating and assigning permission set that

includes read, create, and edit access are not solutions for giving read, create, and edit access for

objects and restricting users from deleting any records; they either give too much access or do not

remove delete access. Reference:

https://help.salesforce.com/s/articleView?id=sf.users_profiles.htm&type=5

Process Builder is a tool that can be used to automate business processes by creating record-

triggered flows that execute actions when certain conditions are met. In this case, Process Builder

can be used to create a flow that executes when an opportunity is closed won and creates a client

welcome task and a welcome email for the primary contact. Reference:

https://help.salesforce.com/s/articleView?id=sf.process_which_tool.htm&type=5

Opportunity contact roles allow you to track ROI for contacts that are key stakeholders for

opportunities. You need to customize the contact role field and add the related list to the opportunity

page layout.

Reference: https://help.salesforce.com/s/articleView?id=sf.opportunity_contact_roles.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.customize_opportunity_contact_role.htm&type=5

Validation rules allow you to prevent users from changing an opportunity close date to a date in the

past.

Reference: https://help.salesforce.com/s/articleView?id=sf.validation_rules.htm&type=5

Validation rules allow you to enforce data quality by preventing users from saving records that do not

meet certain criteria.

Reference: https://help.salesforce.com/s/articleView?id=sf.validation_rules.htm&type=5

Quick actions allow you to initiate expense reports from Salesforce to an external HR system.

Approval processes allow you to review the expense reports by managers and directors.

Reference: https://help.salesforce.com/s/articleView?id=sf.approvals_considerations.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.quick_actions_overview.htm&type=5

Field update and email alert are two types of automated actions that can be added as part of the

approval process. Field update allows you to change the value of a field on a record when it is

submitted, approved, rejected, or recalled. Email alert allows you to send an email to one or more

recipients when a record is submitted, approved, rejected, or recalled.

Reference:

https://help.salesforce.com/s/articleView?id=sf.approvals_automated_actions.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.approvals_creating_approval_actions.htm&type=5