Introduction and Getting Started

Course Introduction and Getting Started
Signing Up for a Free Salesforce Account
Salesforce Administrator Exam Guide
General Housekeeping Items as We Get Started
Logging in to Salesforce
Switching Between Lightning and Classic User Interfaces
Accessing and Understanding the Salesforce Certified Administrator Exam Guide
Accessing Salesforce Help and Glossary
Setup Menu Tour
Salesforce from the Front-End - App Launcher
Understanding Record Details Page Layouts
Global Search - Performing Searches for Individual Records in Salesforce
Setup Screen Search Options

[NEW] Configuration and Setup (formerly Org Setup, User Setup and Security)

Configuration and Setup Introduction
Company Information Page
Setting an Organization’s Fiscal Year
Setting an Organization’s Business Hours
Setting Holidays for an Organization's Business Hours
Organization Currency Management
Activating Multiple Currencies in Your Organization
Enabling Advanced Currency Management
Managing Currencies and Dated Exchange Rates
Setting a Currency on an Opportunity
Organization Default Settings
User Interface Settings
App Menu and App Launcher
Search Settings
Creating and Filtering List Views
Kanban and Split List Views
Customizing a Home Page Layout
Themes and Branding
User Setup Introduction
Deactivating a User
Creating a New User
Creating Multiple Users and Assigning Licenses
Resetting a User Password
Resolving Locked User Accounts
Control Login Access Policies to Enable Logging In as Another User
Freezing a User
User Management Settings and GDPR
salesforce Mobile App for User Administration
Security and Access Introduction
Organization-Level Security and Access Overview
Organization Password Security Controls
Network Access and Setting Trusted IP Ranges
Device Activation - Formerly Identity Verification and History
Session Settings
User-Level Security & Access Overview - Security for the
Individual
Profiles Introduction
Profile Settings in the Original Profile Interface
Enabling the Enhanced Profile User Interface
Login IP Ranges
Setup Audit Trail
Login Hours - What happens at 5:01 PM?
Profile Object Settings
Profile Tab Settings - On, Off and Hidden
Creating a Custom Profile
Custom vs. Standard Profiles
Permission Sets Introduction
Creating a Permission Set
Permission Set Groups
Setting Organization-Wide Defaults
Roles and the Role Hierarchy
Adding and Editing Roles in the Role Hierarchy
Sharing Rules
Manual Sharing
Team Access
Adding the Case Team Related List to a Page Layout
Field Level Security from the Field Level
Field Level Security from the Profile Level
Viewing Field Accessibility
Where is this Used?
Public Groups
Delegated Administration
Folder Security

Object Manager and Lightning App Builder

Object Manager and Lightning App Builder Introduction
Object Manager Overview
Schema Builder Introduction
Creating a Custom Object
Granting Access Using Hierarchies
Master-Detail Relationships
Lookup Relationships
Creating Custom Fields - Date, Currency, and Long Text Area
Creating a Custom Object Record and Testing Our Custom Fields
Customizing Page Layouts - Enhanced Page Layout Editor
Disabling Caching in Lightning
Enabling Field History Tracking and Tracking Field Changes
Creating Picklist Fields
Setting Field Dependencies
Testing Field Dependencies
Creating an Auto-Number Field
Creating a Formula Field
Editing the Display Format of a Formula Field
Creating a Geolocation Field
Creating a Percentage Field
Creating a Checkbox Field
Creating a Multi-Select Picklist
Creating a Field Dependency with a Checkbox & Multi-Select Picklist
Creating a URL Field
Changing Data Types on Fields and Data Loss
Deleting and Restoring Fields
Creating and Customizing Page Layouts
Field Level Security at the Page Level vs. Field Level
Creating an Advanced Formula Field
Validation Rule for Percentage Field
Editing Related Lists
Record Page Settings - Grouped View and Full View
Default Activities View - Activity Timeline and Related Lists - Page Settings
Enhanced Related Lists and the ListView Action Bar
Standard and Tile Related Lists
Business Processes for Standard Objects
Creating Record Types for Processes - Lead Record Types
Picklists Available for Editing by Record Type - Where is Status?
Page Layout Assignments by Record Type
Business Processes for Custom Objects Overview
Creating Record Types for Custom Objects
Lead Conversion Process Customization to Support Business Processes
Creating a Path on a Custom Object to Support Business Processes
Adding a Path to a Lightning Page
Relating a Standard Object (Case) to a Custom Object (Project)
Creating a Child Object
Upgrading to Dynamic forms
Junction Objects - Many-to-Many Relationships
Creating a Custom Object

Sales and Marketing Applications

Sales and Marketing Applications Introduction
Primary Marketing Components of Salesforce Applications
Leads Overview - Creating a New Lead Record
Adding Campaign Members to a Campaign
Web-to-Lead
Lead Assignment Rules
Revisiting the Salesforce Leads Process and Creating New Status Options
Lead Conversion Process
Lead Conversion Field Mapping - Custom to Custom
Lead Conversion Impact on Campaign Members
Campaign Hierarchy
Primary Sales Components of Salesforce Applications
The Sales Process, Opportunity Stages and Record Types
Adding Additional Opportunity Stages
Opportunity Record Type and Page Layout Assignments
Products and Price books Overview
Creating a Pricebook
Relationships Between Products, Pricebooks and Opportunities
Product Scheduling - Revenue and Quantity
Adding Scheduling Fields to the Product Page Layout
Adding a Scheduled Product to an Opportunity
Enabling Collaborative Forecasting
Viewing Forecasts, Setting Forecast Range and Changing
Salesforce Classic Administrator Training
Forecast Currency
Forecast Impact
Setting Product Families
Customizable Campaign Influence
Adding Campaign Influence Related Lists to Campaign and
Opportunity Page Layouts
Creating a Lightning App
Adjusting Utility and Navigation Items in an App
Contact Roles on Opportunities
Big Deal Alerts
Opportunity Settings, Splits and Teams
Similar Opportunities
Einstein Lead Scoring and Opportunity Scoring
Home Page Assistant
Salesforce CRM Content and Content Packs Retirement

Service and Support Applications

Service and Support Applications Introduction
Primary Service Components of Salesforce Applications
Support Settings - Show Closed Status
Support Processes
Case Record Types and Picklists Available for Editing
Editing Case Page Layouts and Assignments
Adding a Path to Cases
Service Console Customization
Service Setup Menu
Parent Case and Case Hierarchy
Case Assignment Rules
Case Queues
Web-to-Case
Case Auto-Response Rules
Case Escalation Rules
Monitor the Case Escalation Rule Queue
Enabling Surveys
Creating a Community and Creating Public Survey Invitations
Email to Case
Case Teams
Case Closure Configuration
Creating a Close Case Quick Action
Salesforce Solution Management
Enabling Salesforce Knowledge
Setting Up Lightning Knowledge with a Guided Setup Flow
Creating Knowledge Articles
Knowledge Record Types and Page Layouts
Adding Knowledge to the Service Console
Using Knowledge Articles While Working Cases
Omni Channel
Chat with Customers
Service and Support Applications Introduction

[NEW] Productivity & Collaboration -formerly Activity Mgmt, Chatter AppExchange

Productivity and Collaboration Introduction
Default Activities View - Related Lists vs. Activity Timeline
Activity Settings
Creating Tasks and Marking Them as Complete
Tasks Page Layout Customizations and Recurring Tasks
Event Management in Salesforce
Public Calendars, Sharing and Resources
Logging Calls in Activity Management and Creating Quick Text
Sending Email
Contact Activity Rolling Up to Primary Account
Creating a Chatter Post
Chatter App and Important Features
Chatter Feeds Tracking and Adding the Chatter Tab, Publisher
and Feed to a Page
Chatter Publisher Actions
Chatter Security
Chatter Groups, Announcements and Engagement
Chatter Streams
Chatter Topics
Slack - The Future of Collaboration in Salesforce
Salesforce Mobile App Introduction
Mobile Quick Start Wizard
Update Your Lightning Apps for Mobile
Update Your Pages for Mobile
Salesforce Mobile App for Tablet
Mobile Navigation Menu
Mobile Branding
Mobile Notification Options
Salesforce Offline
Salesforce Settings
Creating a Custom Launchpad for the Salesforce Mobile App
Object Specific Quick Actions
Global Actions
Salesforce Lightning for Outlook Installation and
Synchronization
AppExchange Introduction
AppExchange Tour
Installed Packages

Data and Analytics Management

Data and Analytics Management Introduction
Data Export
Downloading and Installing Data Loader
Resetting Your Security Token and Logging into the Data Loader
Backing Up Data Using Data Loader
Restoring Records from the Recycle Bin
What Are the Buttons on the Data Loader?
Mass Updating Records and Field Mapping Using Salesforce
Record IDs
Upserting Records Using the Data Loader and External ID Fields
Data Import Wizard - Upload Contacts via Fortune 500 CSV File
DataLoader.io
Mass Deleting Records
Ensuring Data Quality via Validation Rules
Data vs. Metadata
Duplicate Management
Testing Your Duplicate Rule
Potential Duplicates Lightning Component
Merging Duplicates
Duplicate Record Sets
Duplicate Rule Allow and Alert and Mass Inserts / Updates
Universal Picklists
Data.com Retirement and Lightning Data
Workbench and SOQL Queries
Analytics - Reports and Dashboards Introduction
Creating a Tabular Report
Creating a Summary Report
Adding a Chart to a Summary Report
Creating a Matrix Report
Creating a Joined Report
Installing Reports via the AppExchange
Summary Formulas and Row-Level Formulas in Reports
Adding a Bucket Column to a Report
Field History Report and Deleting Field History Change
Creating Cross-Filters
Changing a Report Format and What Happens
Creating Custom Report Types
Subscribing to Reports
Historical Trend Reporting
Reporting Snapshots
Sharing Model Impact on Reports
Creating a Dashboard
Joined Report Charts for Dashboard Components
Modifying Dashboards
Subscribing to Dashboards
Dynamic Dashboards and Running Users
Setting Decimal Precision in Dashboards
Dashboard Filters
Conditional Highlighting in Reports and Dashboards
Creating a Custom Home Page to a Lightning App
Tableau CRM Analytics Studio

Workflow / Process Automation

Workflow / Process Automation Introduction
Automation Home Page
Creating Workflow Rules
Creating Immediate Workflow Actions
Testing Your Workflow Rule
Process Automation Settings
Creating Time-Based Workflow Actions
Time-Based Workflow Queue
Creating Email Alerts
Creating Classic Email Templates
Creating Lightning Email Templates
Creating Outbound Messages
Approval Processes
Submitting a Record for Approval
Approvals via Chatter
Introduction to Processes and the Process Builder
Creating Flows with the Flow Builder
Installing Flows via the AppExchange
Lightning Admin 2021 Course Completion - Congrats and Next Steps

Salesforce Classic - Introduction and Getting Started

Introduction and Downloading Salesforce Certified Administrator Exam Guide
Salesforce Classic vs. Lightning - Additional Resources

Salesforce Classic - Organization Setup (Global UI)

Organization Setup (Global UI) Introduction
Signing Up for a FREE Salesforce Account
Signing Up and Switching from Lightning to Classic & Editing Your User Record
Company Profile
Salesforce User Interface Overview

Salesforce Classic - User Setup

User Setup Introduction
User Setup
Creating a New User Account
Salesforce Administrator Certification Practice Quiz - Organization & User Setup

Salesforce Classic - Security and Access

Security and Access Introduction
User Management Settings
Profiles
Roles
Data Visibility and How Profiles and Roles Impact Access and Rights
Sharing Model
Creating a Custom Profile by Cloning a Profile
Permission Sets
Helpful Practice Activity - Create an Opportunity
Salesforce Content Folder Management
Groups and Teams
Salesforce Administrator Certification Practice Quiz - Security and Access

Salesforce Classic - Standard and Custom Objects

Standard and Custom Objects Introduction
Let's Talk About Objects - Standard and Custom Objects
Standard and Custom Fields

Salesforce Classic - Sales and Marketing Applications

Sales and Marketing Applications Introduction
Sales Process
Path (a.k.a. Sales Path) in Lightning Experience
Products and Price books
Lead Management and Automation
Campaign Management
Campaign Influence on Opportunities and the Campaign ROI Analysis Report
Salesforce Administrator Certification Practice Quiz - Sales Cloud Applications

Salesforce Classic - Service and Support Applications

Service and Support Applications Introduction
Creating a Sample Console App - You Will Need This for the Next Lecture
Case Management
Case Management Automation - Macros and Keyboard Shortcuts
Enabling Suggested Solutions
Solution Management
Communities
Publishing Your Community
Enabling Salesforce Knowledge and Completing Knowledge Basics Trailhead

Salesforce Classic - Activity Management and Collaboration (Chatter)

Activity Management and Collaboration (Chatter) Introduction
Activity Management
Cloud Scheduler - Phased Retirement from Winter '17 to Winter '18 Releases
Chatter
Salesforce Administrator Certification Practice Quiz - Chatter

Salesforce Classic - Data Management

Data Management Introduction
Data Import Wizard and the Data Loader
Additional Salesforce Data Management Tools
Data Validation Tools
Data Backup in Salesforce
Salesforce Administrator Certification Practice Quiz - Data Management

Salesforce Classic - Analytics - Reports and Dashboards

Reports and Dashboards Introduction
Creating and Customizing Reports
Creating Report Folders, Bucket Fields and Exporting Report Details
Sharing Model Impact on Reports
Creating and Modifying Dashboards
Reports and Dashboards Folder Management
Custom Report Types

Salesforce Classic - Workflow / Process Automation

Workflow Automation Introduction
Workflow Rules
Workflow Actions
Approval Processes
Lightning Process Builder
Salesforce Administrator Certification Practice Quiz - Workflow Automation

Salesforce Classic - Desktop and Mobile Administration

Desktop and Mobile Administration Introduction
Salesforce Mobile
SalesforceA
Helpful Practice Activity - Download and Install the Mobile Salesforce Apps
Lightning for Outlook (aka Lightning Sync)
Lightning Sync

Salesforce Classic - AppExchange

AppExchange Introduction
AppExchange - The App Store for Salesforce

Salesforce Classic - Exam Overview and Webassessor

Administrator Exam Overview
Webassessor Registration and Scheduling an Exam
Taking the Exam – Online vs On-Site

Breaking In: Getting Experience

Grow Where You Are Planted
Volunteer for a Non-Profit

Test Taking Strategies and a 60 Question Practice Test

Salesforce Administrator Certification Exam Guide Sample Question #1
Salesforce Administrator Certification Exam Guide Sample Question #2
Salesforce Administrator Certification Exam Guide Sample Question #3
Salesforce Administrator Certification Exam Guide Sample Question #4
Practice Test
Test-Taking Strategies to Improve Your Odds of Passing the First Time

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What you will learn

The syllabus

Introduction and Getting Started

[NEW] Configuration and Setup (formerly Org Setup, User Setup and Security)

Object Manager and Lightning App Builder

Sales and Marketing Applications

Service and Support Applications

[NEW] Productivity & Collaboration -formerly Activity Mgmt, Chatter AppExchange

Data and Analytics Management

Workflow / Process Automation

Salesforce Classic - Introduction and Getting Started

Salesforce Classic - Organization Setup (Global UI)

Salesforce Classic - User Setup

Salesforce Classic - Security and Access

Salesforce Classic - Standard and Custom Objects

Salesforce Classic - Sales and Marketing Applications

Salesforce Classic - Service and Support Applications

Salesforce Classic - Activity Management and Collaboration (Chatter)

Salesforce Classic - Data Management

Salesforce Classic - Analytics - Reports and Dashboards

Salesforce Classic - Workflow / Process Automation

Salesforce Classic - Desktop and Mobile Administration

Salesforce Classic - AppExchange

Salesforce Classic - Exam Overview and Webassessor

Breaking In: Getting Experience

Test Taking Strategies and a 60 Question Practice Test

Instructors

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