Free Salesforce ADM-201 Practice Exam with Questions & Answers

To make a Screen Flow available to users on a specific record, such as a Case, the Platform Administrator should add the Flow component to the Lightning Record Page. Using the Lightning App Builder, the admin can drag the Flow component onto the page and select the specific "Service Question" flow from the list8888. This allows the flow to be embedded directly into the workspace where the service reps are already looking at case details9. While flows can be placed on a Home Page (Option B), that would not provide the case-specific context needed for the reps10. Page Layouts (Option A) are used for standard fields and related lists but do not natively host dynamic screen flow components11. Component Filters (Option D) are used to show or hide the flow based on certain criteria, but the distribution itself is handled by placing it on the Lightning Page12.

For an AI agent to provide "complete and accurate" support, it needs access to a unified, 360-degree view of the customer data. Data Cloud is the critical prerequisite because it ingests, harmonizes, and unifies data from multiple sources (Salesforce, external databases, legacy systems) into a single "Unified Profile." When Agentforce is "grounded" in Data Cloud, it can reference real-time customer interactions, purchase history, and cross-channel behavior that might not exist in a single Case or Contact record. Without Data Cloud, the agent's knowledge is limited to siloed data, which increases the risk of providing incomplete or irrelevant answers. While Console layouts (Option B) and intake methods (Option A) are important for the UI, they do not provide the data foundation necessary for advanced AI reasoning.

Groundingis the process by which an AI agent retrieves and uses specific, trusted data to ensure its responses are accurate and relevant41. During this process, Salesforce'sEinstein Trust Layerperforms several critical checks, including identifyingPrompt Injection risks424242. Prompt injection refers to attempts by a user to "trick" the AI into ignoring its instructions or revealing sensitive data by entering malicious commands into the chat interface43. By checking for these risks during the grounding phase, the agent can ensure that the instructions it uses to generate a response remain secure and aligned with company policies44. While the agent respects field security, "Encrypted fields" (Option C) are handled at the data access layer rather than as part of the linguistic grounding check45. Standard Agentforce agents do not browse the open web for verification (Option D) as they are intended to remain grounded strictly in the company's verified internal data46.

In Salesforce, a many-to-many relationship allows each record of one object to be linked to multiple records of another object and vice versa. This is achieved by using a Junction Object. A junction object is a custom object that sits between the two objects you want to relate. To implement this correctly, the administrator must follow two specific steps: first, create the custom object to serve as the "junction"; second, create two Master-Detail relationship fields on that new junction object. One master-detail field points to the first custom object, and the second points to the other. Because these are master-detail relationships, the junction record's visibility and deletion behavior are controlled by its parents. This structure allows for powerful reporting and roll-up summaries on both parent objects. Using simple lookup relationships (Option D) would not enforce the strict data integrity or the specific roll-up capabilities that define a true many-to-many relationship in the Salesforce architecture.

In Salesforce, validation rules use formulas to verify if the data entered by a user meets specific criteria before saving the record1. To check the value of a picklist field like LeadSource, the ISPICKVAL() function must be used, as picklist fields do not support standard text operators like "=" in validation formulas2. The requirement is to block the save if LeadSource is "Other" but the Source__c text field is empty3. The ISBLANK() function effectively checks if a text field contains no data4. Therefore, the correct logic uses AND() to trigger the error message only when both conditions are met: the picklist is set to "Other" AND the text field is blank5. Option A is incorrect because it treats a picklist like a text field6. Option B and D use NOT() logic, which would trigger errors in the wrong scenarios.

To transition users from a standard "tab-based" application to a Lightning Console app, the Platform Administrator must use the App Manager in Setup. The App Manager is where all Lightning apps are created, edited, and assigned to user profiles. Within the App Manager, the admin can create a new app and select "Console Navigation" as the navigation style39. Console apps allow users to work on multiple records simultaneously in a workspace tab-based layout, which is highly effective for productivity in fast-paced environments like sales or support40. The Lightning App Builder (Option A) is used to design the pages within the app, but the app's overall structure and navigation style are defined in the App Manager41. Screen Flow (Option B) and Omni-Channel (Option D) are specialized tools that can be used within a console but do not create the console app itself.

Case Assignment Rules are the standard Salesforce tool for automatically routing cases to specific users or queues based on record criteria. A single assignment rule can contain multiple "Rule Entries" processed in a specific order. To meet this requirement, the Platform Administrator would create a rule with two entries: one that checks if the Account's "Level" field equals "Platinum" and routes it to the Priority Support Queue, and another that checks if the level is "Silver" or "Gold" and routes it to the Regular Support Queue. This automation happens the moment the case is created, ensuring that high-value customers receive immediate attention from the appropriate team. Escalation Rules (Option A) are used to move a case after it has been sitting for a period of time, not for initial routing. Workflow Rules (Option D) are a legacy tool that cannot natively assign cases to queues in the same direct manner as Assignment Rules.

While modern tools like Flow Orchestration exist, the standard and most robust way to handle complex, criteria-based routing for record sign-offs is an Approval Process. An approval process can handle many different "Approval Steps," and each step can have its own "Step Entry Criteria." For instance, Step 1 could route to Leader A if the region is "North," while Step 2 routes to Leader B if the region is "South" and the discount is >20%. With 30 potential sets of criteria, the administrator can build a comprehensive process that automatically identifies the correct approver without user intervention. Using an email button (Option A) or a manual form (Option D) is prone to human error, as the salesperson might select the wrong leader. A record-triggered flow (Option C) can launch an approval process, but the complex multi-step routing logic is best managed within the Approval engine itself to maintain a clear audit trail of who approved what and why.

To change the display name of a standard field (like "Account Type") globally across the entire organization, the correct tool is Rename Tabs and Labels in the Setup menu. This tool allows an administrator to modify the singular and plural labels for standard objects and the field labels for their standard fields. By renaming "Type" to "Tier," the change will be reflected on page layouts, in report column headers, and in list views. This is the preferred method because it preserves the underlying data and logic associated with the standard field. Option A is incorrect because standard field names cannot be edited in the "Fields and Relationships" menu. Option C is a destructive and complex process that would require data migration and could break existing reports or integrations. Option D does not address the label of the field itself.

Escalation Rulesare specifically designed to ensure that cases do not violate a company's Service Level Agreements (SLAs). When a case meets predefined criteria and remains open for a specific duration—such as two hours or seven days—the escalation rule automatically triggers. A Platform Administrator can configure these rules to perform two primary actions: reassigning the case to a different user or queue (such as a Tier 2 support team) and sending notification emails to managers or the new owner to ensure the delay is addressed. While Milestones and Entitlements (Option A) are used to track and display SLA compliance on a record, Escalation Rules are the functional engine used to physically "route" or move the record based on time-based triggers. Omni-Channel (Option B) handles real-time routing based on agent availability rather than time-elapsed thresholds. Auto-Response Rules (Option C) are used only to send initial confirmation emails to customers upon case creation.