Salesforce.com Administration Services

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

All work is done by Salesforce Certified Administrators, Salesforce Certified Developers

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.