Administering a customer relationship platform comes down to decisions about who may see and change what, and that is where the questions concentrate. Salesforce ADM 20 coursework covers org setup, users and permissions, the sharing model, objects and fields, automation and reporting. The recurring difficulty is not remembering where a setting lives; it is knowing which layer wins when two of them disagree, because field-level security, profiles, sharing rules and record ownership each restrict access in a different way.
Why this test bank helps
Administration is learned by making decisions, so questions rehearse the skill better than reading does. Each item puts a requirement in front of you — a group of users needs access, a field must be mandatory in one process only — and asks for the cleanest configuration. The rationale explains why the keyed approach is preferred and why the obvious alternative is too broad, too narrow or aimed at a different problem, and that judgment is what separates a working administrator from someone who has read the menus.
What’s inside
- Question sets that follow the book chapter by chapter, so you can drill the chapter your class is on.
- A mix of formats — multiple choice, true/false and short applied items — close to how this course is assessed.
- A written rationale on every question, covering why the keyed option works and why the alternatives do not.
- Configuration scenarios that force a choice between declarative options, because the difference between a correct answer and an unsafe one is usually a matter of scope.
- Delivered as a digital PDF the moment checkout completes.
Topics covered
- Organization setup — company settings, business hours, fiscal year and currency configuration.
- User management — users, profiles, roles, permission sets and login access policies.
- The security and sharing model — organization-wide defaults, role hierarchy, sharing rules, manual sharing and field-level security.
- Objects, fields and relationships — standard and custom objects, field types, lookup and master-detail relationships, page layouts and record types.
- Sales and service applications — leads, accounts, opportunities, cases, queues, assignment rules and knowledge.
- Process automation — validation rules, flows, approval processes and the order in which automation runs.
- Reports and dashboards — report types, filters, summary and matrix formats, dashboard components and folder sharing.
- Data management — imports and exports, duplicate and matching rules, data quality and backup practice.
Who it’s for
Students on a customer relationship management or platform administration course using this material, and self-study learners building administrator skills before taking on a first administration role.
How to use it (the right way)
Configure the answer in your head first — name the object, the setting and the scope — before you read the options. Attempt each set closed-book and mark anything you guessed, even when the guess landed. Read every rationale afterwards, then re-test the weak chapters days later. It is a study aid, to be used in line with your institution’s academic-integrity policy — it prepares you for the coursework rather than working around it.
Sample question (shows the format — your download contains the full set)
Q. An object’s organization-wide default is set to Private. A group of users in a different branch of the role hierarchy needs read access to all records of that object. What should the administrator do?
- A. Change the field-level security settings on that object’s fields.
- B. Create a sharing rule granting read access to the required public group or role.
- C. Grant those users the Modify All Data permission.
- D. Add the object’s fields to a new page layout assigned to those users.
Answer: B. Sharing rules are the intended mechanism for opening record access beyond what the organization-wide default and the role hierarchy already allow, and they can target a public group, role or territory at a defined access level. A is wrong because field-level security governs which fields appear on records a user can already reach; it cannot grant access to the records themselves. C would technically work but is a severe over-grant, opening every record of every object and abandoning least privilege. D changes how information is displayed rather than who is permitted to see the record.
Edition & format
- Matches: Salesforce ADM 20 administrator study material.
- Format: Digital PDF, delivered instantly after checkout.
- Access: Lifetime access — re-download from your account any time.
No edition or ISBN is listed for this item and platform features change over time, so please check it against your course outline before buying. It is independent study material and is not affiliated with, or endorsed by, Salesforce.
Frequently asked questions
Is this material current? It is not tied to a printed edition, and platform features are updated several times a year. Check it against your course outline or current topic list, and treat it as practice rather than a specification.
How do I receive it? As a digital PDF. The download link appears on the order confirmation page and in your email once checkout completes.
Do all questions include rationales? Yes. Each item is followed by an explanation, so you can see where your own thinking diverged.
Is using a test bank allowed? It is a study aid, like a workbook or a practice set. Use it to prepare and self-assess, and follow your institution’s academic-integrity policy; it should never be taken into an assessment.
For more practice across information systems, business technology and management courses, browse our Business & Accounting Test Banks.
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