SalesForce.com: Sales Cloud Administration Essentials
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.
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.
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.
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.
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).
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.
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