Praxis Academy
Home › Platform Administrator II › Cloud Applications

Platform Administrator II practice questions: Cloud Applications

Cloud Applications is 11% of the Salesforce Certified Platform Administrator II exam. It covers Sales Cloud and Service Cloud features. Try these 8 free questions, then open each answer to see why every option is right or wrong.

01

A global software vendor must charge different prices for the same license in North America, EMEA and APAC. Which two steps should the admin take to set up regional pricing in Salesforce? (Choose 2)

  1. Turn on Multiple Currencies in the org so price book entries can be recorded in different currencies.
  2. Build one Price Book per region (for example 'North America Price Book' and 'EMEA Price Book') and add each product with its regional list price in the right currency.
  3. Set up Territory Management rules that automatically apply the matching price book to each account by geography.
  4. Put every regional price on the Standard Price Book as separate product line items and convert currencies with formula fields.
Show answer

Answer: A, B

A. Turn on Multiple Currencies in the org so price book entries can be recorded in different currencies. ✓Correct. Multiple Currencies has to be active before currency-specific price book entries can exist, so it is a prerequisite.
B. Build one Price Book per region (for example 'North America Price Book' and 'EMEA Price Book') and add each product with its regional list price in the right currency. ✓Correct. Region-specific Price Books are the standard pattern: each product is added to every regional Price Book with its local price and currency.
C. Set up Territory Management rules that automatically apply the matching price book to each account by geography.Incorrect. Territory Management assigns accounts and opportunities to territories for sales coverage; it does not pick price books. Price books are chosen on the opportunity manually or through automation.
D. Put every regional price on the Standard Price Book as separate product line items and convert currencies with formula fields.Incorrect. Price book entries are not converted with formulas. Each entry needs an explicit price in a given currency, and conversion is handled by Salesforce currency management.

Why: Regional pricing starts with enabling Multiple Currencies so price book entries can carry different currencies. The admin then creates a Price Book for each region, each holding product entries at the local price. Each opportunity is then tied to the price book that fits the customer's region.

02

Opportunities created by an API integration user (a non-human account with an Integration User license) must not show up in sales rep forecasts. Which configuration achieves this?

  1. Make the Opportunity OWD Private so reps cannot see the integration user's records.
  2. Build a custom Forecast Type that removes Opportunities owned by the integration user through a SOQL-based exclusion filter.
  3. Default the Forecast Category of every integration-created Opportunity to 'Omitted' with a default field value.
  4. Give the integration user a role that sits outside the Forecast Hierarchy so the records it owns roll up into no one's forecast.
Show answer

Answer: D

A. Make the Opportunity OWD Private so reps cannot see the integration user's records.Incorrect. OWD governs visibility, not forecast contribution, and making Opportunities Private would hide records from reps altogether, which is not the goal.
B. Build a custom Forecast Type that removes Opportunities owned by the integration user through a SOQL-based exclusion filter.Incorrect. Native Forecast Types offer no SOQL-based owner exclusion; they are defined by the measured field and category mappings.
C. Default the Forecast Category of every integration-created Opportunity to 'Omitted' with a default field value.Incorrect. 'Omitted' would remove the amounts from the total, but the records could still surface in forecast views, and reps could overwrite the value.
D. Give the integration user a role that sits outside the Forecast Hierarchy so the records it owns roll up into no one's forecast. ✓Correct. Only records owned by users whose role is enabled in the Forecast Hierarchy contribute to forecasts. A role outside that hierarchy, or a dedicated non-forecast role, keeps the integration user's records from rolling up to any rep or manager.

Why: Forecasts roll up Opportunity amounts according to where the record owner sits in the Forecast Hierarchy, which follows the role hierarchy. Placing the integration user in a role that is not part of the active Forecast Hierarchy, such as a dedicated 'Integration' role outside any forecast manager's chain, keeps its Opportunities out of every rep and manager total.

03

Sales operations wants to see which marketing campaigns drove the most closed-won revenue, knowing that several campaigns can influence one opportunity. Which Salesforce feature records the link between campaigns and opportunity revenue for this analysis?

  1. Campaign Hierarchies, which roll opportunity revenue up from child campaigns to parent campaigns automatically.
  2. The Primary Campaign Source field on Opportunity, which credits exactly one campaign with each opportunity's revenue.
  3. The standard Campaigns with Opportunities report type, which lists opportunities connected through Primary Campaign Source.
  4. Campaign Influence, which creates Campaign Influence records tying several campaigns to one Opportunity and supports multi-touch attribution of campaign revenue.
Show answer

Answer: D

A. Campaign Hierarchies, which roll opportunity revenue up from child campaigns to parent campaigns automatically.Incorrect. Hierarchies aggregate campaign statistics from child to parent campaigns but do not record attribution from multiple campaigns on a single opportunity.
B. The Primary Campaign Source field on Opportunity, which credits exactly one campaign with each opportunity's revenue.Incorrect. Primary Campaign Source holds one campaign per opportunity, so it cannot express influence from several campaigns.
C. The standard Campaigns with Opportunities report type, which lists opportunities connected through Primary Campaign Source.Incorrect. This report type relies on Primary Campaign Source and therefore shows only one campaign per opportunity.
D. Campaign Influence, which creates Campaign Influence records tying several campaigns to one Opportunity and supports multi-touch attribution of campaign revenue. ✓Correct. Campaign Influence stores CampaignInfluence junction records, each with an influence percentage, so every contributing campaign gets credit and campaign ROI can be measured across all of them.

Why: Customizable Campaign Influence is Salesforce's multi-touch attribution feature. It creates CampaignInfluence records linking campaigns to an opportunity with configurable influence percentages. Attribution models such as First Touch, Last Touch, Even Distribution or custom models split revenue credit among the influencing campaigns, which makes it the right tool for multi-campaign revenue analysis.

04

An admin wants to set up Einstein Lead Scoring so reps can decide which leads to follow up first. What does Einstein Lead Scoring require before it can be enabled?

  1. It can be set up with as few as 10 converted leads and fills any gaps in org data with industry benchmark data.
  2. It is included free in every Salesforce edition, Essentials included.
  3. It needs at least 12 months of history and access to Salesforce Marketing Cloud for training data.
  4. It needs at least 1,000 converted leads and 1,000 unconverted leads in the org to build a dependable scoring model.
Show answer

Answer: D

A. It can be set up with as few as 10 converted leads and fills any gaps in org data with industry benchmark data.Incorrect. Ten converted leads are far too few for an org-specific model under this source's threshold of 1,000 converted and 1,000 unconverted leads.
B. It is included free in every Salesforce edition, Essentials included.Incorrect. The feature belongs to Einstein for Sales, available in Enterprise Edition and above with additional licensing; it is not free in all editions.
C. It needs at least 12 months of history and access to Salesforce Marketing Cloud for training data.Incorrect. More history helps accuracy, but there is no fixed 12-month minimum and no Marketing Cloud dependency.
D. It needs at least 1,000 converted leads and 1,000 unconverted leads in the org to build a dependable scoring model. ✓Correct. The model needs enough history to train on; this source cites at least 1,000 converted and 1,000 non-converted leads, and without enough data scores cannot be generated.

Why: Einstein Lead Scoring applies machine learning to the org's past lead conversions and scores new leads by how closely they resemble converted ones. This source lists the prerequisites as at least 1,000 converted leads, at least 1,000 non-converted leads, and a Sales Cloud Einstein (or equivalent) license. Scores refresh automatically as the model keeps learning.

05

Priority cases must get a first response within 4 hours and Standard cases within 24 hours, and missing either target should escalate the case automatically. Which two Service Cloud features need to be set up? (Choose 2)

  1. Case Escalation Rules that fire once a case has been open longer than 4 or 24 hours.
  2. Omni-Channel routing configurations that send cases to senior agents based on wait time.
  3. Entitlement Processes with Milestones that set the response time for each support tier (Priority = 4 hours, Standard = 24 hours).
  4. Milestone Actions (Warning and Violation actions) on each milestone that reassign the case or send notifications when the deadline is missed.
Show answer

Answer: C, D

A. Case Escalation Rules that fire once a case has been open longer than 4 or 24 hours.Incorrect. Escalation Rules measure how long a case has been open, not service-level milestones, so they are less precise for SLA tracking.
B. Omni-Channel routing configurations that send cases to senior agents based on wait time.Incorrect. Omni-Channel distributes work to agents; it does not track timed milestones or act on SLA breaches.
C. Entitlement Processes with Milestones that set the response time for each support tier (Priority = 4 hours, Standard = 24 hours). ✓Correct. Entitlement Processes model the SLA with Milestones as timed commitments, and each tier can have its own process and target.
D. Milestone Actions (Warning and Violation actions) on each milestone that reassign the case or send notifications when the deadline is missed. ✓Correct. Milestone Actions run automatically at warning time and violation time, for example updating a field, sending an alert or moving the case to a senior queue.

Why: Entitlement Processes express SLAs through Milestones, timed checkpoints in a case's life. Each Milestone can carry Warning Actions before the deadline and Violation Actions after it. Separate processes for Priority and Standard tiers with their own time targets are the declarative Service Cloud approach to SLAs.

06

Customers should be able to search and read knowledge articles on the company's Experience Cloud site without logging in. What must be configured to allow this anonymous (unauthenticated) access?

  1. A public sharing rule on Knowledge Article that shares every article with the 'All Internal Users' public group.
  2. Turn on 'Let guest users see other members of this site' in the site's Guest User settings.
  3. Turn on the 'Allow Public Access' setting for the Experience Cloud site and make sure articles are published and in data categories that guest (anonymous) users can see.
  4. Give the Guest User profile Read access to every Knowledge article record type through object permissions.
Show answer

Answer: C

A. A public sharing rule on Knowledge Article that shares every article with the 'All Internal Users' public group.Incorrect. Sharing rules aimed at internal users have no effect on anonymous visitors to an Experience Cloud site.
B. Turn on 'Let guest users see other members of this site' in the site's Guest User settings.Incorrect. That setting decides whether guests can view member profiles, not whether they can read articles.
C. Turn on the 'Allow Public Access' setting for the Experience Cloud site and make sure articles are published and in data categories that guest (anonymous) users can see. ✓Correct. The site must allow public access so the guest user profile is active, and articles must be published with data category visibility granted to guests (or no category restriction).
D. Give the Guest User profile Read access to every Knowledge article record type through object permissions.Incorrect. Guest Read access on Knowledge is needed but not enough; public access must be on for the site and guest category visibility must be set.

Why: Anonymous article access needs two things: the site must have 'Allow Public Access' enabled, which activates its Guest User profile, and articles must be published with either no data category restriction or categories visible to guest users. The Guest User profile also needs Read access to Knowledge.

07

Field technicians need to open and update Work Orders on a mobile device, take photos on site and change their availability status. Which Salesforce product is built for this?

  1. Salesforce Scheduler, with appointment booking pages for field crews.
  2. Salesforce Field Service (formerly Field Service Lightning), whose Field Service mobile app lets technicians work Work Orders, capture photos and manage availability.
  3. The standard Salesforce mobile app (Salesforce for iOS/Android) with custom Work Order page layouts.
  4. Service Cloud with Case Management plus a custom mobile app built on the Salesforce Mobile SDK.
Show answer

Answer: B

A. Salesforce Scheduler, with appointment booking pages for field crews.Incorrect. Scheduler books appointments; it does not give technicians a mobile app to work Work Orders offline or capture photos.
B. Salesforce Field Service (formerly Field Service Lightning), whose Field Service mobile app lets technicians work Work Orders, capture photos and manage availability. ✓Correct. Field Service is designed for field work, and its mobile app lets technicians view and update Work Orders, attach photos to service records and set their availability, even offline.
C. The standard Salesforce mobile app (Salesforce for iOS/Android) with custom Work Order page layouts.Incorrect. The standard app can show Work Orders but lacks Field Service capabilities such as offline mode, dispatching, GPS tracking and photo capture tied to service records.
D. Service Cloud with Case Management plus a custom mobile app built on the Salesforce Mobile SDK.Incorrect. Case Management targets customer support, not technician workflows, and a custom SDK app requires heavy development instead of a ready-made product.

Why: Salesforce Field Service is the dedicated product for field operations. It includes Work Orders, Scheduling & Optimization, Service Territories, a dispatcher console and the Field Service mobile app. The app supports offline use, photo capture, Work Order updates, status changes and connection to back-office Service Cloud data.

08

Contact center leads want a live view of how many cases sit in each queue and how long each agent has been in their current presence status. Which Salesforce feature provides this real-time view?

  1. A dynamic dashboard built on Omni-Channel queue reports and scheduled to refresh every 15 minutes.
  2. The Reports & Dashboards 'Live Refresh' feature, which updates dashboard components every 60 seconds.
  3. Omni-Channel Supervisor (also called Omni-Channel Real-Time Supervision), which gives supervisors and admins a live view of agent presence, queue sizes and work distribution.
  4. A Screen Flow that queries queue statistics every 30 seconds and shows them in a custom dashboard component.
Show answer

Answer: C

A. A dynamic dashboard built on Omni-Channel queue reports and scheduled to refresh every 15 minutes.Incorrect. A 15-minute refresh is far from real time, and dynamic dashboards cannot be scheduled for refresh anyway.
B. The Reports & Dashboards 'Live Refresh' feature, which updates dashboard components every 60 seconds.Incorrect. Standard dashboards have no 60-second 'Live Refresh'; they refresh manually or on a schedule.
C. Omni-Channel Supervisor (also called Omni-Channel Real-Time Supervision), which gives supervisors and admins a live view of agent presence, queue sizes and work distribution. ✓Correct. Omni-Channel Supervisor is the built-in real-time view of queue sizes, agent presence, wait times and assignments, updating with no manual refresh.
D. A Screen Flow that queries queue statistics every 30 seconds and shows them in a custom dashboard component.Incorrect. Screen Flows cannot poll data every 30 seconds or act as auto-refreshing dashboard components.

Why: Omni-Channel Supervisor is a dedicated Service Cloud console view of live Omni-Channel metrics. Supervisors see agent presence, queue depth, wait times and current assignments as they happen, removing the need for refreshed dashboards to run live operations.

Find out if you're ready to pass

Take the free Platform Administrator II diagnostic: 20 questions, no account needed. Then unlock all 180 questions, full practice exams and the study guide.

Start the free diagnosticSee plans

Other sections of this exam