# Free Salesforce Platform Foundations Practice Questions

*Last updated September 2026 · https://www.certifyforce.com/salesforce-platform-foundations-practice-exam/free-questions*

18 free Platform Foundations practice questions from the CertifyForce bank of 151 reviewed questions, spread across the 4 official exam sections in proportion to their weight. Each has the correct answer, an explanation, and the official documentation it was verified against.

## Salesforce Ecosystem (32%)

### Question 1

Ursa Major Solar's technicians repair solar panels at customer homes and often work where there is no internet signal. The company wants to give them the tools to fix issues onsite. Which offering should it consider?

- A. Opportunity Kanban in Agentforce Sales (formerly Sales Cloud)
- B. An Experience Cloud site for customers to book repairs
- C. Command Center for Service in the Service Console
- D. Field Service, part of Agentforce Service (formerly Service Cloud)

**Correct answer:** D. Field Service, part of Agentforce Service (formerly Service Cloud)

**Explanation:** Field Service, part of Agentforce Service (formerly Service Cloud), equips mobile workers with the tools to fix issues onsite, online or offline. Opportunity Kanban helps sales reps move deals between stages. An Experience Cloud site could let customers request help, but it does not equip technicians in the field. Command Center for Service gives supervisors a real-time view of their teams, not tools for technicians at a customer's home.

**Sources:** [Agentforce Service Basics: Get Started with Agentforce Service](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/get-to-know-the-service-cloud-platform)

### Question 2

AW Computing uses Agentforce Service (formerly Service Cloud) with other Salesforce products on the same platform and data model. Which three outcomes does this shared customer data make possible? Choose 3 answers.

- A. A sales rep sees that a prospect has an open support case and checks in before pushing a new sale
- B. Marketing pauses promotional emails to a customer until that customer's case is resolved
- C. Outside resellers see every service case without needing an Experience Cloud site
- D. A service rep sees a caller's purchase history from Agentforce Commerce on one screen
- E. AI agents no longer need knowledge articles, because the shared data model answers every question

**Correct answers:** A. A sales rep sees that a prospect has an open support case and checks in before pushing a new sale; B. Marketing pauses promotional emails to a customer until that customer's case is resolved; D. A service rep sees a caller's purchase history from Agentforce Commerce on one screen

**Explanation:** Agentforce Service shares one data model with sales, marketing and commerce, so sales reps can see a prospect's service history, marketing can pause promotions until a case is resolved, and service reps can see a customer's purchase history from Agentforce Commerce in one place. Outside resellers still need an Experience Cloud site, with access controlled by the admin, to see any Salesforce data. AI agents still rely on knowledge articles to give accurate, grounded answers; a shared data model does not replace them.

**Sources:** [Agentforce Service Basics: Get Started with Agentforce Service](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/get-to-know-the-service-cloud-platform), [Agentforce Service Basics: Resolve Cases Faster with Agentic Experiences](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/resolve-cases-faster)

### Question 3

Get Cloudy Consulting gets more inbound prospects than its sellers can answer. It wants AI to respond to prospects at any hour, handle objections and book meetings so sellers can focus on relationships. Which Agentforce agent fits?

- A. Sales Coach, which practices pitches and objections with the sellers
- B. Sales Development Representative (SDR), which works with prospects
- C. Merchandiser, which sets up promotions and product descriptions
- D. Personal Shopper, which suggests products to site visitors

**Correct answer:** B. Sales Development Representative (SDR), which works with prospects

**Explanation:** The Sales Development Representative (SDR) agent engages prospects 24/7, answers questions, manages objections and schedules meetings so sellers can build deeper relationships. Sales Coach also deals with objections, but it runs practice role-plays for the company's own sellers rather than talking to prospects. Merchandiser helps ecommerce teams with site setup and promotions. Personal Shopper gives product recommendations to shoppers on ecommerce sites, not sales prospecting.

**Sources:** [Agentforce Key Components: Quick Look](https://trailhead.salesforce.com/content/learn/modules/agentforce-agents-quick-look/discover-agentforce-agents)

### Question 4

Ursa Major Solar has no in-house Salesforce expertise. It wants an expert from a partner firm to understand its business challenges and goals and create a plan that maps Salesforce to results. Which role should Ursa Major Solar engage?

- A. Salesforce Designer
- B. Salesforce Consultant
- C. Salesforce Developer
- D. Salesforce Administrator

**Correct answer:** B. Salesforce Consultant

**Explanation:** Trailhead describes the Salesforce Consultant as the bridge between a customer's challenges and its goals, creating a plan that maps to results, and partners hire consultants to help customers get the most from Salesforce. A designer focuses on the user experience of flows and interactions. A developer builds custom apps and integrations once the plan is set. An admin is usually an in-house role that configures and maintains the org day to day, which Ursa Major Solar does not yet have.

**Sources:** [Trailhead Career Paths](https://trailhead.salesforce.com/career-path/), [The Salesforce Ecosystem: Quick Look](https://trailhead.salesforce.com/content/learn/modules/the-salesforce-ecosystem-quick-look)

### Question 5

Universal Containers wants its external order management system to exchange customer data with Salesforce automatically. A new team member asks whether this is possible. Which statement about the platform is accurate?

- A. Only data typed on a record page can be shared, so other systems must receive exports by email.
- B. Salesforce stores data in a closed format, so connecting systems requires buying a separate org.
- C. All Salesforce data and metadata is API enabled, so other systems can connect and exchange data.
- D. Connections to other systems are allowed only for Salesforce Labs apps built by Salesforce employees.

**Correct answer:** C. All Salesforce data and metadata is API enabled, so other systems can connect and exchange data.

**Explanation:** The platform architecture unit explains that all of your data and metadata is API enabled, and that an API lets software systems connect and exchange information, much like a universal port. Data is not limited to manual entry and email exports; APIs exist precisely to avoid that. Salesforce does not use a closed format that forces customers to buy another org. Integrations are not limited to Salesforce Labs apps; customers and partners connect systems through the same APIs.

**Sources:** [Agentforce 360 Platform Basics: Explore Salesforce Architecture and Its Key Components](https://trailhead.salesforce.com/content/learn/modules/starting_force_com/starting_understanding_arch)

### Question 6

A junior admin at Cloud Kicks has earned several badges and now wants to apply those skills to a realistic business problem. Which Trailhead resource fits this goal?

- A. A superbadge built around a business scenario
- B. A trailmix of more introductory badges on the same topics
- C. A Trailblazer Community topic
- D. The Trailhead GO mobile app

**Correct answer:** A. A superbadge built around a business scenario

**Explanation:** Superbadges let learners take skills they have already learned and apply them to real-world business problems. A trailmix of introductory badges only organizes more learning content and does not test applied skills. A Trailblazer Community topic is a place to follow and discuss a subject with peers. The Trailhead GO mobile app is a way to learn on a phone, not a type of applied challenge.

**Sources:** [Your Guide to Trailhead: Navigate Trailhead](https://trailhead.salesforce.com/content/learn/modules/trailhead_basics/get-started-with-trailhead)

## Navigation (28%)

### Question 7

An admin at Northern Trail Outfitters needs to update the Business Hours page and knows its name but not where it sits in the Setup menu. What is the fastest way to reach it?

- A. Type Business Hours in the Quick Find box in Setup and select the page
- B. Type Business Hours in the Quick Find box in personal settings
- C. Open Object Manager and look for Business Hours in the object list
- D. Search for Business Hours in the App Launcher's search apps and items box

**Correct answer:** A. Type Business Hours in the Quick Find box in Setup and select the page

**Explanation:** Quick Find lets you navigate to any Setup page using a keyword, which is especially useful when you know the page's name. The Quick Find box in personal settings only finds the user's own personal setting pages. Object Manager lists objects such as Account and Contact, not org settings like business hours. The App Launcher finds apps and items for working with data, not Setup pages.

**Sources:** [Setup: Quick Look - Learn to Use Setup and the Object Manager](https://trailhead.salesforce.com/content/learn/modules/setup-quick-look/learn-to-use-setup-and-the-object-manager), [Agentforce 360 Platform Basics: Navigate Setup](https://trailhead.salesforce.com/content/learn/modules/starting_force_com/starting_tour)

### Question 8

A service rep at Northern Trail Outfitters moved from Chicago to London and wants her events and activity times to show in local time. Where should she make this change?

- A. In her personal settings, opened from her profile image at the top of the page
- B. On her user record page, by editing the time zone with inline editing
- C. In the App Launcher, by choosing a London version of the Service app
- D. In Setup, by updating the default time zone on the Company Information page

**Correct answer:** A. In her personal settings, opened from her profile image at the top of the page

**Explanation:** Personal settings are reached by clicking your profile image at the top of any page and selecting Settings, where users manage their own preferences such as language and time zone. The Company Information page sets org-wide defaults and is an admin task in Setup. A user record page isn't where a regular user maintains her own preferences. Apps don't come in regional versions that change a user's time zone.

**Sources:** [Access Your Personal Settings in Lightning Experience](https://help.salesforce.com/s/articleView?id=sf.basics_nav_personal_settings_lex.htm&type=5), [Lightning Experience Features: Navigation and Setup](https://trailhead.salesforce.com/content/learn/modules/lex_migration_whatsnew/lex_migration_whatsnew_nav_setup)

### Question 9

A support rep at Northern Trail Outfitters is learning how global search works in Lightning Experience. Which two statements are accurate? Choose 2 answers.

- A. As the rep types, the dropdown updates with matching records from all searchable objects.
- B. Results only include objects that appear in the navigation bar of the app currently open.
- C. Pressing Enter opens Top Results, showing the most relevant matches from frequently used objects.
- D. Global search returns only records that the rep owns, so teammates' records never appear in results.
- E. Global search also returns deleted records, so reps can restore them from the results.

**Correct answers:** A. As the rep types, the dropdown updates with matching records from all searchable objects.; C. Pressing Enter opens Top Results, showing the most relevant matches from frequently used objects.

**Explanation:** Global search dynamically updates as you type with matches from all searchable objects, and pressing Enter opens the Top Results page with the most relevant results from your most frequently used objects. Search is not limited to the objects in the current app's navigation bar. It is not restricted to records the user owns; it returns any searchable record the user has access to. Deleted records are not returned by global search; they are restored from the Recycle Bin.

**Sources:** [Salesforce CRM: Daily Dose of Salesforce CRM](https://trailhead.salesforce.com/content/learn/modules/lex_implementation_basics/lex_implementation_basics_explore), [Lightning Experience Features: Navigation and Setup](https://trailhead.salesforce.com/content/learn/modules/lex_migration_whatsnew/lex_migration_whatsnew_nav_setup)

### Question 10

The new admin at Get Cloudy Consulting must add a custom field called Preferred Contact Method to the Account object. Where should the admin go?

- A. To an account record, then add the field from the record's Details tab
- B. To Setup, then Object Manager, then the Account object's Fields & Relationships
- C. To personal settings, then the Account section under the My Personal Information menu
- D. To the App Launcher, then the Accounts item, then the New Field button

**Correct answer:** B. To Setup, then Object Manager, then the Account object's Fields & Relationships

**Explanation:** Setup is where you customize, configure and support the org, and Object Manager is the one-stop shop for an object's fields, layouts, record types, buttons and links. Record pages are where users work with data; they don't offer an option to create new fields. Personal settings only change the admin's own preferences. The App Launcher opens items for working with records, not for changing the object's design.

**Sources:** [Setup: Quick Look - Learn to Use Setup and the Object Manager](https://trailhead.salesforce.com/content/learn/modules/setup-quick-look/learn-to-use-setup-and-the-object-manager), [Agentforce 360 Platform Basics: Navigate Setup](https://trailhead.salesforce.com/content/learn/modules/starting_force_com/starting_tour)

### Question 11

At Ursa Major Solar, a rep deleted an opportunity by mistake and left for vacation. A teammate opens the Recycle Bin to restore it but can't find it, while the admin can see it. What explains this?

- A. The teammate must search the Recycle Bin by the opportunity's record ID instead of its name
- B. Users see only records they deleted; the org Recycle Bin is for admin-level users
- C. Deleted opportunities move straight to the admin's Recycle Bin, never a rep's
- D. The record was purged when the rep logged out, so only the admin has a backup

**Correct answer:** B. Users see only records they deleted; the org Recycle Bin is for admin-level users

**Explanation:** All users can view and restore records in their own Recycle Bin, but the org Recycle Bin, which includes records deleted by other users, is available to users with admin permissions. Searching by ID would not reveal records outside the teammate's own Recycle Bin. Deleted opportunities do go to the deleting user's Recycle Bin. Logging out doesn't purge records from the Recycle Bin.

**Sources:** [Recycle Bin](https://help.salesforce.com/s/articleView?id=sf.recycle_bin.htm&type=5), [View, Restore, and Manage Items in the Recycle Bin](https://help.salesforce.com/s/articleView?id=sf.home_delete.htm&type=5)

## Data Model (25%)

### Question 12

A rep at AW Computing has a lead who confirmed budget and asked for a price quote. The rep now wants to track the deal's stage, probability and close date. What should the rep do?

- A. Change the lead's status to Closed Won and track the deal on the lead
- B. Convert the lead and create an opportunity to track the deal
- C. Add the lead to a campaign and update the campaign's expected revenue
- D. Create a case for the quote request and set the case status to New

**Correct answer:** B. Convert the lead and create an opportunity to track the deal

**Explanation:** Once a lead is qualified it should be converted, and an opportunity is the record that tracks a viable deal with its sales stage, close date and probability. Leads have lead statuses, not opportunity stages, so a lead can't be marked Closed Won to manage a deal. A case is for customer questions or problems, not sales deals. Campaign expected revenue measures a marketing effort and doesn't track an individual deal's stage or close date.

**Sources:** [Leads and Opportunities: Create and Convert Leads as Potential Customers](https://trailhead.salesforce.com/content/learn/modules/leads_opportunities_lightning_experience/create-and-convert-leads-lightning), [Leads and Opportunities: Work Your Opportunities](https://trailhead.salesforce.com/content/learn/modules/leads_opportunities_lightning_experience/work-your-opportunities)

### Question 13

Cumulus Financial wants each sales rep to see only the leads they own, so reps don't compete for each other's prospects. What should the admin set?

- A. The lead page layout so other reps' leads display fewer fields
- B. The organization-wide default for leads to Private
- C. A sharing rule that removes access to leads owned by other reps
- D. The organization-wide default for leads to Public Read Only

**Correct answer:** B. The organization-wide default for leads to Private

**Explanation:** Organization-wide defaults set the baseline access users have to records they don't own; with leads set to Private, only the owner, users above them in the role hierarchy, admins and users given access through sharing can see a lead. Public Read Only would let every internal user view all leads. Sharing rules can only grant additional access; they can't take access away. Page layouts arrange fields on a page and don't control which records a user can see.

**Sources:** [Organization-Wide Sharing Defaults](https://help.salesforce.com/s/articleView?id=platform.security_sharing_owd_about.htm&language=en_US&type=5), [Data Security: Control Access to Records](https://trailhead.salesforce.com/content/learn/modules/data_security/data_security_records)

### Question 14

A new admin at Bloomington Caregivers is designing record access for a new object. Which approach does Salesforce recommend?

- A. Give every user the System Administrator profile, then hide fields per user
- B. Skip org-wide defaults and rely on page layouts to control who sees records
- C. Start with Public Read/Write, then use sharing rules to remove extra access
- D. Start with the most restrictive default, then open access with sharing tools

**Correct answer:** D. Start with the most restrictive default, then open access with sharing tools

**Explanation:** Trailhead's record-access guidance is to lock data down first with the most restrictive org-wide defaults that the most restricted user needs, then open access selectively with the role hierarchy, sharing rules and manual sharing. Sharing rules only grant access, so they can't pull back access from an open default. Giving everyone the System Administrator profile breaks least privilege and hiding fields doesn't fix record access. Page layouts arrange fields and never control record visibility.

**Sources:** [Data Security: Control Access to Records](https://trailhead.salesforce.com/content/learn/modules/data_security/data_security_records), [Data Security: Overview of Data Security](https://trailhead.salesforce.com/content/learn/modules/data_security/data_security_overview)

### Question 15

A rep at Bloomington Caregivers finds two account records for the same family-run supplier, each holding different contacts and notes. What should the rep do to end up with one clean record?

- A. Rename one account so the two records look slightly different
- B. Create a parent account and make both records its children
- C. Delete the newer account and recreate its contacts by hand
- D. Merge the duplicate accounts into a single account record

**Correct answer:** D. Merge the duplicate accounts into a single account record

**Explanation:** Salesforce's duplicate management tools let users with permission merge duplicate accounts, contacts and leads, combining them into one record so the customer has a single source of truth. Deleting one account and retyping its contacts risks losing related records and history. Renaming a record hides the duplicate without fixing it. An account hierarchy is for real parent and subsidiary companies, not for two copies of the same supplier.

**Sources:** [Manage Duplicate Records](https://help.salesforce.com/s/articleView?id=sales.managing_duplicates_overview.htm&language=en_US&type=5), [Data Quality: Improve the Quality of Your Data](https://trailhead.salesforce.com/content/learn/modules/data_quality/data_quality_improve_quality)

## Reports & Dashboards (15%)

### Question 16

A Get Cloudy Consulting consultant wants a dashboard table showing the top 10 accounts by annual revenue. Her source report is a tabular Accounts report with no groupings, and the dashboard won't use it. What should she do?

- A. Convert the tabular report to a joined report so that the dashboard can use it
- B. Lock every filter on the tabular report so that its results can't change later
- C. Move the tabular report into her Private Reports folder so the dashboard sees it
- D. Add a row limit of 10 to the report, sorted by annual revenue in descending order

**Correct answer:** D. Add a row limit of 10 to the report, sorted by annual revenue in descending order

**Explanation:** A tabular report can be used as the source for a dashboard table or chart only if it has a row limit, which sets the maximum number of rows, a sort field and a sort order. Changing the report to another format does not help; the fix for a tabular source report is the row limit. Locking filters stops viewers from editing them but does not make a tabular report usable as a source. Source reports should be stored in folders that dashboard viewers can access, so moving it to a private folder works against her.

**Sources:** [Reports & Dashboards for Lightning Experience: Visualize Your Data with the Lightning Dashboard Builder](https://trailhead.salesforce.com/content/learn/modules/lex_implementation_reports_dashboards/lex_implementation_reports_dashboards_visualizing_data), [Reports & Dashboards for Lightning Experience: Filter Your Report](https://trailhead.salesforce.com/content/learn/modules/lex_implementation_reports_dashboards/lex_implementation_reports_dashboards_filter_your_report)

### Question 17

The sales operations lead at Get Cloudy Consulting wants a list of accounts that have no opportunities so reps can reach out to them. What should she add to an Accounts report?

- A. A cross filter that shows Accounts without Opportunities
- B. A field filter where Opportunity Amount equals zero
- C. Filter logic that applies NOT to the Account Name filter
- D. A grouping on Opportunity Name with detail rows hidden

**Correct answer:** A. A cross filter that shows Accounts without Opportunities

**Explanation:** Cross filters filter a report by a related child object using WITH or WITHOUT conditions, and they are commonly used for exception reports such as accounts without opportunities. A field filter on Opportunity Amount equal to zero only finds opportunities worth nothing, not accounts that have no opportunities at all. Applying NOT to an Account Name filter excludes certain names but says nothing about related opportunities. Grouping by Opportunity Name with detail rows hidden only changes how existing results are displayed.

**Sources:** [Reports & Dashboards for Lightning Experience: Filter Your Report](https://trailhead.salesforce.com/content/learn/modules/lex_implementation_reports_dashboards/lex_implementation_reports_dashboards_filter_your_report), [Reports & Dashboards for Lightning Experience: Create Reports with the Report Builder](https://trailhead.salesforce.com/content/learn/modules/lex_implementation_reports_dashboards/lex_implementation_reports_dashboards_using_report_builder)

### Question 18

A care coordinator at Bloomington Caregivers notices that a dashboard still shows data from yesterday morning. She needs the latest numbers before a meeting. What should she do?

- A. Click Refresh on the dashboard to update the results for every widget
- B. Delete each widget and add it again so it pulls in the newest data
- C. Export each source report so that the dashboard reloads its numbers
- D. Ask the admin to create a new report type for the dashboard's data

**Correct answer:** A. Click Refresh on the dashboard to update the results for every widget

**Explanation:** Clicking Refresh on a dashboard gets the most current data, and the refresh updates the results for every user who has access to the dashboard. Deleting and rebuilding widgets is unnecessary work, since a refresh already reruns the source reports. Exporting a report creates a spreadsheet file and does not update the dashboard. Report types define which records and fields reports can use; they do not refresh anything.

**Sources:** [Refresh Dashboard Data](https://help.salesforce.com/s/articleView?id=analytics.dashboards_refresh.htm&language=en_US&type=5), [Cert Prep: Review Reports and Dashboards](https://trailhead.salesforce.com/content/learn/modules/cert-prep-salesforce-certified-associate/review-reports-dashboards)

## Related pages

- [Salesforce Platform Foundations practice exam](https://www.certifyforce.com/salesforce-platform-foundations-practice-exam)
- [Practice exam packs](https://www.certifyforce.com/practice-exams)
- [Official Platform Foundations exam guide](https://trailhead.salesforce.com/help?article=Salesforce-Certified-Platform-Foundations-Exam-Guide)