Cloud Applications

Sales and service features at advanced-admin depth: products, price books, schedules, quotes and orders, forecasting and territories, Knowledge, entitlements and the service console (11% of exam).

5 minutes 5 Questions

In the Salesforce Certified Platform Administrator II exam context, Cloud Applications refers to understanding the major Salesforce clouds and the standard functionality an advanced administrator must configure and support. Sales Cloud centers on managing the sales process: Leads, Accounts, Contact…

Concepts covered
Products, Price Books and Price Book EntriesOmni-Channel RoutingQuotes and Quote SyncingProduct and Revenue SchedulesChat, Messaging and Experience Cloud Self-ServiceEnterprise Territory Management Models and Assignment RulesOrders and Order ProductsCollaborative Forecasting Types and AdjustmentsExtending the Platform with Other Salesforce ProductsAgentforce Service Console and Case FeedEntitlement Processes and MilestonesEntitlements and Service ContractsSalesforce Knowledge Article Record TypesKnowledge Data Categories and Article Visibility
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Admin II - Cloud Applications Example Questions

Test your knowledge of Cloud Applications

Question 1

At Northern Trail Outfitters, a sales rep created two quotes on one opportunity. The first quote is currently syncing with the opportunity. The customer has now accepted the second quote, which contains different products and discounts. The sales manager wants the opportunity's products and amount to match the accepted quote. What should the administrator advise the rep to do?

Correct Answer: Start syncing the accepted quote; the earlier quote stops syncing

Only one quote can sync with an opportunity at a time. When the rep starts syncing the accepted quote, Salesforce automatically stops syncing the earlier quote. It then updates the opportunity's products and amount to match the accepted quote's line items and discounts.
Setting the status to Accepted does not trigger syncing, because status and sync are independent. Stopping sync and rebuilding products by hand is unnecessary manual work and risks errors, since the sync replaces the opportunity products for you. Syncing both quotes is impossible because an opportunity can have only one syncing quote.
Key concept: quote syncing, where one quote syncs per opportunity and starting a new sync replaces the old one.

Question 2

Universal Containers has launched a new product and created a custom price book for its distributor channel. When the administrator opens the distributor price book to add the product with a distributor list price, the product cannot be given a price there. Sales reps also cannot select the product on distributor opportunities. What should the administrator do first to resolve this?

Correct Answer: Give the product a standard price in the standard price book

Salesforce requires a product to have an active standard price in the standard price book before it can be added to any custom price book, so giving the new product a standard price is the necessary first step.
Activating the distributor price book and adjusting sharing won't help because the product still lacks the prerequisite standard price entry. Marking the distributor price book as standard isn't possible, since there is only one standard price book and a custom one cannot be converted. Enabling quantity scheduling controls revenue and quantity installments, not price book entries.
Key concept: Standard price book entries are a prerequisite for custom price book pricing.

Question 3

At Universal Containers, the administrator created a new account assignment rule in the active Enterprise Territory Management model, marked it active, and linked it to several territories. A day later, the reps assigned to those territories report that existing accounts that clearly match the rule criteria still show no territory. Each territory's detail page lists the rule correctly, and no one has edited those accounts since the rule was added. What should the administrator do so the matching accounts are assigned?

Correct Answer: Run the assignment rules from the active model or territory

In Enterprise Territory Management, creating or activating an account assignment rule does not reassign existing accounts. Rules apply automatically only when an account is created or edited, so the administrator must run the rules from the active model or from a territory to assign the untouched matching accounts.
Recalculating Account sharing only recalculates sharing rules and record access. It never evaluates territory assignment rules. Cloning the model and activating the clone is unnecessary and disruptive, and the original model is already active. Apply to Child Territories only extends the rule to descendant territories and does not trigger processing of existing records.
Key concept: territory assignment rules must be run manually to apply to existing accounts.

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