The contact relationship on case is used to indicate the individual who has called in to the support

center. The contact field on case is a lookup field that allows the user to select a contact from the

related account or any other account. The owner relationship on case is used to indicate the user

who is responsible for working on the case. The account relationship on case is used to indicate the

company or organization that the case is related to.

The Activity Timeline in Salesforce provides a chronological view of all past and upcoming

interactions with a contact. This includes logged calls, emails, meetings, and tasks. It is a central

feature to track engagement and manage customer relationships effectively.

B . Details Tab: Displays static information about the contact, such as name, email, and address, but

not interaction history.

C . Contact History: Refers to changes made to a contact's field values over time, not interaction logs.

Reference from Salesforce Documentation:

Activity Timeline Overview

Working with Contacts

When grouping contacts by a specific category like Region for reporting, the recommended data type

is a Picklist. Picklists ensure data consistency by restricting input to predefined values, making it

easier to categorize and analyze data in reports.

A . Multi-select picklist: While this allows multiple values for a single record, it complicates reporting

and grouping.

C . Text: A text field lacks standardized input, increasing the risk of inconsistent data and reporting

challenges.

Reference from Salesforce Documentation:

Custom Field Types

Picklists in Reports

The recommendation for the associate to change the opportunity stage more easily is to switch to

the Kanban View. The Kanban View is a visual representation of the records in a list view, organized

by stages or other categories. The associate can drag and drop the records from one column to

another to update the stage or other fields. The Kanban View also shows key metrics and alerts for

each column, such as the total amount, number of records, and overdue tasks. Creating multiple list

views or using a Dynamic Dashboard View are not as convenient and efficient as using the Kanban

View.

Contacts to multiple accounts is a feature that allows a contact to be related to more than one

account. This is useful for scenarios where a contact works at multiple companies or has different

roles at different accounts. Creating two contact records would result in duplicate data and

confusion. Merging the two account records would not solve the problem of relating the contact to

two accounts.

Salesforce Help is where the associate should go to understand the differences between the data

types. Salesforce Help is a resource that provides documentation, guides, videos, and support for

Salesforce users who need assistance with using or troubleshooting Salesforce products and features.

Salesforce Help has a section called Data Types that explains the characteristics and use cases of each

data type, such as text, number, date, picklist, checkbox, and so on. Customer Support is a service

that provides technical support and assistance for Salesforce users who encounter issues or errors

with Salesforce products and features. Customer Support is not a resource that explains the

differences between the data types, but rather a resource that helps resolve problems or incidents.

App Launcher is a feature that allows the user to access all the apps and objects in Salesforce, such as

Sales, Service, Marketing, and so on. App Launcher is not a resource that explains the differences

between the data types, but rather a feature that helps navigate the user interface.

Declarative tools in Salesforce allow for process automation without the need for code. These tools,

such as Process Builder, Flow Builder, and Approval Processes, enable users to configure automation

that spans multiple divisions like sales and service. This approach is user-friendly, cost-effective, and

faster to implement compared to programmatic solutions.

B . Programmatic: Programmatic approaches (e.g., Apex code) should be used when declarative tools

cannot meet specific complex requirements.

C . Third-party consulting services: While consulting services may assist with implementation,

exploring Salesforce's native tools should be the first approach.

Reference from Salesforce Documentation:

Declarative vs. Programmatic Development

Process Automation Overview

Salesforce offers AI-powered tools like Einstein Bots and AI-powered agents to assist with customer

service. These tools can integrate into communication platforms to enhance user interactions. Slack,

a Salesforce product, allows businesses to deploy AI Agents to streamline communication and

provide instant support within customer workflows. This integration leverages Slack’s powerful

collaboration features combined with Salesforce's AI capabilities to resolve issues more efficiently.

Here is how the other options are incorrect:

A . Queues: While Salesforce Queues manage workloads and assign cases, they are not a place

where AI Agents c an be deployed. Queues are primarily for task or case assignments.

B . Chatter: Salesforce Chatter is a collaboration tool within Salesforce for internal communication. It

does not support the deployment of AI Agents for customer service purposes.

Reference from Salesforce Documentation:

Slack and Salesforce Integration Overview

Einstein Bots Deployment Options

Salesforce Associate Exam Guide

Selecting Fields to Display is what the associate should do to add the missing key columns to the

custom Contact list view. Selecting Fields to Display is a feature that allows the user to choose which

fields to show as columns in the list view, and in what order. The user can select up to 15 fields to

display, and drag and drop the fields to rearrange the column order. Editing list filters is a feature that

allows the user to apply one or more criteria to filter the records that are displayed in the list view.

The user can select a field, an operator, and a value for each filter, and combine multiple filters with

AND or OR logic. Editing sharing settings is a feature that allows the user to control the access and

visibility of records for different users and groups. The user can define the organization-wide default,

role hierarchy, sharing rules, and manual sharing for each object.

Permission sets are what should be used to allow additional field-level access to individual

employees based on their job duties. Permission sets are a type of metadata that grant additional

access and permissions to users based on their functional or departmental needs. Permission sets

can include field-level security settings that allow read or edit access to specific fields on an object.

Permission sets can be assigned to multiple users, regardless of their profile. Individual profiles are a

type of metadata that define the baseline access and permissions for users based on their license

type and job function. Profiles include field-level security settings that allow read or edit access to

fields on an object. Profiles cannot be assigned to individual users, but to a group of users who share

the same license and job function. Role hierarchy is a type of metadata that define the level of access

and visibility of records for users based on their position in the organization. Role hierarchy allows

users to access records owned by or shared with users below them in the hierarchy. Role hierarchy

does not affect field-level access, but record-level access.