SalesForce.com: Sales Cloud Administration Essentials

Course Description Overview

Course Number:
095101
Course Length:
5 days
Course Description Overview:

Whether you are a new Salesforce® system administrator or have been managing Salesforce for some time, you probably know that a big part of the job is receiving and acting on requests from management or other Salesforce users to modify the system to meet the needs of the users and the company. The nature of Salesforce is such that there are almost always several ways to accomplish these types of modifications, so how will you know that you're taking the right approach and really providing the support that is needed?

 

By completing this course, you will identify information about the five native business processes every company can manage using Salesforce, regardless of the License Edition. You will also gain insight into each of the functional groups of users (Inside Sales, Outside Sales, Marketing, Customer Support, and Management), and you will establish patterns of critical thinking that can help you to ensure that you are indeed taking the right approach and providing the necessary support for each request you receive. Ultimately, completing this course enables you to be a vital resource for knowing how to configure the system in a manner that also allows the extraction of intelligence needed to measure and improve the company's key performance indicators.

Course Objectives:

In this course, you will perform the basic skills required of a typical Salesforce system administrator.

 

You will:

  • Describe basic concepts related to Salesforce administration.
  • Set up an organization.
  • Manage user accounts.
  • Implement security controls.
  • Configure the Salesforce Classic user interface.
  • Support the Lightning Experience user interface.
  • Customize pages.
  • Manage Opportunities.
  • Implement additional Opportunity features.
  • Implement data validation and workflows.
  • Manage Leads.
  • Manage Accounts.
  • Manage Contacts.
  • Manage Campaigns.
  • Manage Cases.
  • Manage custom objects.
  • Manage data.
  • Configure views, reports, and dashboards.
  • Integrate and extend Salesforce.
Target Student:
This course is intended for individuals who need to manage instances of Salesforce Sales Cloud®. Target students have Sales Cloud user skills and are often existing Sales, Administrative, or Operations support employees, IT employees who are given the additional responsibilities of Salesforce.com® system administration, or external consultants who have been engaged to provide administrative support for an organization.

 

This course can also be an important component of preparing for the Salesforce Certified Administrator exam for students who are seeking the Salesforce Certified Administrator certification.

 

Prerequisites:

To ensure your success, you will need experience in using Salesforce Sales Cloud, including the use of the Lightning Experience user interface. To meet this prerequisite, you can take the following United States Career Campus course:

  • Salesforce.com®: Sales Cloud® for Sales Representatives

 

Experience with using the Salesforce1 mobile app on iOS® or Android™ devices will be helpful but is not required.

Course-specific Technical Requirements Software:

Each computer will need to have Microsoft® Windows® 10 installed, at least one web browser, and Internet access.

 

Supported browsers for Salesforce depend on what UI is being used. To be able to present concepts for and use Lightning Experience during class, you will need to provide one of the following browsers and note the specified restrictions or configuration recommendations:

  • Microsoft® Edge

    There are some restrictions associated with using Microsoft Edge on Windows 10; see the Supported Browsers for Lightning Experience section of the Winter '17 Release Notes.

    In addition, the Data Import Wizard might not work as expected if you use Microsoft Edge. Be sure to test each activity in the browsers you intend to use to ensure learners will experience the intended results.

  • Microsoft® Internet Explorer® 11

    Support for using Internet Explorer 11 to access Lightning Experience is retiring; see the Supported Browsers for Lightning Experience section of the Winter '17 Release Notes.

  • Apple® Safari® 8.x and 9.x on Mac® OS X®

    There are no additional configuration recommendations for Safari on OS X. However, Safari is not supported for Salesforce CRM Call Center built with CTI Toolkit versions earlier than 4.0 or for Salesforce Wave Analytics.

  • Most recent stable version of Mozilla® Firefox®

    Salesforce.com makes every effort to test and support the most recent version of Firefox. For configuration recommendations, see the Configuring Firefox section in the Salesforce Help documentation.

  • Most recent stable version of Google Chrome™

    Google Chrome applies updates automatically. Salesforce.com makes every effort to test and support the most recent version. There are no additional configuration recommendations for Google Chrome.

    This course was developed and tested using Google Chrome.

  • Latest stable version of Google Chromium™

    The latest stable version of Google Chromium is supported. There are no additional configuration recommendations for Google Chromium.

 

If you use older versions of any of these browsers, the activities designed for the Lightning Experience UI might not be keyable.

 

For all browsers:

  • Enable JavaScript®, cookies, and TLS 1.2.
  • Allow pop-ups from secure sites.
  • For Mac OS X users on Apple Safari or Google Chrome, make sure that the OS X system setting Show scroll bars is set to Always.
  • Some third-party web browser plug-ins and extensions can interfere with Chatter® functionality. If you experience malfunctions or inconsistent behavior with Chatter, disable the web browser's plug-ins and extensions and try again.

 

You will also need to install Microsoft® Office Excel® 2013 or 2016 (for students to be able to view the downloaded setup audit trail file, and to work with import and export files) and Microsoft® Office Outlook® 2013 or 2016 (to configure and implement Salesforce for Outlook).

Course-specific Technical Requirements Hardware:

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations:

  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD or DVD drive
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor to properly display all features
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Projection system to display the instructor's computer screen.
Certification reference (where applicable)
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Course Content:

Lesson 1: Introduction to Salesforce Administration

 Topic A: The Salesforce Data Model

 Topic B: SMART Administration Principles


Lesson 2: Setting Up an Organization

 Topic A: Manage the Company Profile

 Topic B: Configure Organizational Settings


Lesson 3: Managing User Accounts

 Topic A: Create User Accounts

 Topic B: Manage Users


Lesson 4: Implementing Security Controls

 Topic A: Salesforce Security Essentials

 Topic B: Configure Profiles

 Topic C: Establish Organization-Wide Sharing Defaults

 Topic D: Configure Roles

 Topic E: Create Sharing Rules

 Topic F: Perform a Health Check


Lesson 5: Configuring the Salesforce Classic User Interface

 Topic A: Configure User Interface Settings

 Topic B: Customize the Home Page in Salesforce Classic

 Topic C: Configure Search in Salesforce Classic


Lesson 6: Supporting the Lightning Experience User Interface

 Topic A: Implement Lightning Experience

 Topic B: Customize Lightning Experience Home Pages


Lesson 7: Customizing Pages

 Topic A: Create Page Layouts in Salesforce Classic

 Topic B: Customize Record Pages in Lightning Experience


Lesson 8: Introduction to Opportunity Management

 Topic A: Opportunity Management Essentials

 Topic B: Design and Implement Opportunity Fields

 Topic C: Design and Implement Opportunity Stages

 Topic D: Design and Implement Opportunity Contact Roles

 Topic E: Design and Create Opportunity Record Types


Lesson 9: Implementing Additional Opportunity Features

 Topic A: Implement and Maintain Opportunity Products and Price Books

 Topic B: Implement the Similar Opportunities Function

 Topic C: Implement Opportunity Teams

 Topic D: Create a Big Deal Alert


Lesson 10: Implementing Data Validation and Workflows

 Topic A: Create and Test Validation Rules

 Topic B: Create and Test Workflows


Lesson 11: Managing Leads

 Topic A: Lead Management Essentials

 Topic B: Design and Implement Lead Fields

 Topic C: Design and Implement Custom Lead Sources

 Topic D: Design and Implement Web-to-Lead Forms

 Topic E: Design and Implement Lead Assignment Rules


Lesson 12: Managing Accounts

 Topic A: Design an Account Management Model

 Topic B: Implement an Account Management Model


Lesson 13: Managing Contacts

 Topic A: Design a Contact Management Strategy

 Topic B: Implement a Contact Management Strategy


Lesson 14: Managing Campaigns

 Topic A: Prepare for Campaign Management

 Topic B: Administer a Campaign Management Strategy


Lesson 15: Managing Cases

 Topic A: Case Management Essentials

 Topic B: Design and Implement Case Fields

 Topic C: Design and Implement Case Origins

 Topic D: Automate Case Management


Lesson 16: Providing Apps and Custom Objects

 Topic A: Supply Apps in Salesforce Classic

 Topic B: Supply Apps in Lightning Experience


Lesson 17: Managing Data

 Topic A: Data Management Essentials

 Topic B: Import and Update Data

 Topic C: Back Up and Restore Data


Lesson 18: Configuring Views, Reports, and Dashboards

 Topic A: Create Views

 Topic B: Create and Manage Reports

 Topic C: Create and Manage Dashboards


Lesson 19: Integrating and Extending Salesforce

 Topic A: Integrate Salesforce and Outlook

 Topic B: Implement Salesforce1

 Topic C: Implement SalesforceA

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