Salesforce.com Administration Services

TelCloud's Salesforce.com Administration Services includes all functions addressed by the Salesforce.com Administrator Examination. 

The Salesforce Administrator exam measures a candidate’s knowledge and skills related to the following objectives. TelCloud's Salesforce.com Certified Administrators have hands-on experience as a Salesforce Administrator and have demonstrated the knowledge and the use application of each of the features/functions below.  To pass the certification the Administrator must have the following expertise and know-how to implement them in your Salesforce.com environment. 

Organizational Setup

  • Describe the information found in the company settings (for example, fiscal year, business hours, currency management, default settings).

  • Distinguish between the various UI features that an administrator controls, including the implications (for example, UI settings, search settings, list views, homepage layouts).

 

User Setup:

  • Identify the steps to set up and/or maintain a user (for example, assign licenses, reset passwords, and resolve locked user accounts).

  • Understand the implications of activating, deactivating, or freezing a user.

 

Security and Access:

  • Explain the various organization security controls (for example, passwords, IP restrictions, identity confirmation, network settings).

  • Given a user request scenario, apply the appropriate security controls based on the features and capabilities of the Salesforce sharing model (for example, organization-wide defaults, roles and the role hierarchy, manual sharing, sharing rules, and public groups).

  • Given a scenario, determine the appropriate use of a custom profile or permission set using the various profile settings and permissions.

  • Describe how folders can be used to organize and secure communication templates, dashboards, and reports.

 

Standard and Custom Objects: 

  • Describe the standard object architecture and relationship model.

  • Explain how to create, delete, and customize fields and page layouts on standard and custom objects, and understand the implications of deleting fields.

  • Given a scenario, determine how to create and assign page layouts, record types, and business processes for custom and standard objects.

 

Sales and Marketing Applications: 

  • Given a scenario, identify the capabilities and implications of the sales process.

  • Given a scenario, identify the appropriate sales productivity features using opportunity tools, and know when products and Price Books should be used.

  • Describe the capabilities of lead automation tools and campaign management.

  • Describe the capability of Salesforce Content.

 

Service and Support Applications: 

  • Describe the capabilities of case management (for example, case processes, case settings, and case comments).

  • Given a scenario, identify how to automate case management (for example, case assignment, auto-response, escalation, web-to-case, email-to-case, case teams).

  • Describe the capabilities of Salesforce Knowledge.

  • Describe the capabilities of the Salesforce Communities

 

Activity Management and Collaboration: 

  • Describe the capabilities of activity management (for example, manage tasks, events, public calendars, multi-day events.

  • Describe the features of Chatter (for example, feed, groups, following, security).

 

Data Management: 

  • Describe the considerations when importing, updating, transferring, and mass deleting data (for example, CSV files, data quality, field mapping, record IDs, external IDs, duplicate records).

  • Given a scenario, identify tools and use cases for managing data (for example, dataloader, data import wizard).

  • Describe the capabilities and implications of data validation tools.

  • Describe the different ways to backup data (for example, data export service, exports, dataloader).

 

Analytics—Reports and Dashboards: 

  • Describe the options available when creating or customizing a report (for example, report type, report format, fields, summarizing data, filtering data, charting, scheduling, and conditional highlighting).

  • Describe the impact of the sharing model on reports.

  • Describe the options available when creating and modifying dashboards (for example, dashboard components, data sources, chart types, subscribing, and running user).

  • Describe the capabilities of custom report types.

 

Workflow/Process Automation: 

  • Given a scenario, identify the appropriate automation solution based on the capabilities of workflow/process.

  • Describe capabilities and use cases for the approval process.

 

Desktop and Mobile Administration: 

  • Describe the capabilities of the Salesforce Mobile App.

  • Describe the installation and synchronization options of Salesforce Lightning for Outlook.

 

AppExchange: 

  • Identify use cases for AppExchange applications.