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ADMINSTRATOR STUDY GUIDE

ORGANIZATION SETUP 3% (8 hours&6 mins)

Describe the information found in the company information (e.g., fiscal year, business hours, currency management, default settings). 

  • Salesforce User Basics (65 mins) 
  • Salesforce Platform Basics (50 mins) 
  • Company-Wide Org Settings (25 mins) 
  • Set Up Your Company in Salesforce (10 mins) 
  • Manage Information About Your Company (10 mins)
  • Define Your Fiscal Year (10 mins) 
  • Set Business Hours (10 mins)
  • Guidelines for Setting Business Hours (5 mins) 
  • Manage Multiple Currencies (10 mins)
  • Considerations for Enabling Multiple Currencies (10 mins)
  • Advanced Currency Management (10 mins)


Distinguish between the various UI features that an administrator controls, including the implications (e.g., UI settings, search settings, list views, home page layouts).

  • Customize the User Interface for a Recruiting App ( 75  mins) 
  • Customize the User Interface (15 mins)
  • Create and Customize List Views (20 mins)
  • Work with List Views (20 mins) 
  • Build a Custom Home Page for Lightning Experience (20 mins)
  • Customize the Home Page (10 mins)
  • User Interface Settings (15 mins)
  • Set Up & Manage Salesforce Search (15 mins)
  • Create a Custom List View in Salesforce Classic (10 mins)
  • Create or Clone a List View in Lightning Experience (10 mins)
  • Set Up Lightning Experience Home Page ( 5 mins )
  • Set a New Default Home Page (5 mins)
  • Search in Salesforce (Lightning Experience) (3 mins)
  • Working with List Views (Lightning Experience) (4 mins)
  • Customize Salesforce in a Flash with Lightning (34 mins)
  • Get Nerdy with Page Layouts in Lightning Experience (30 mins)


USER SETUP 7% (2 hour&30 mins)

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

  • Add New Users ( 20 mins)
  • Customize an Org to Support a New Business Unit ( 70  mins)
  • Add a Single User (5 mins) 
  • Add Multiple Users (5  mins)
  • User Licenses (10  mins) 
  • Unlock Users (5  mins)

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

  • Deactivate (Delete) Users ( 5 mins) 
  • Considerations for Deactivating Users ( 10 mins)
  • Freeze or Unfreeze User Accounts ( 5 mins)
  • Help Users From Anywhere With Salesforce A (10 mins)
  • Removing Users Access To Salesforce (Salesforce Classic) (5 mins)

SECURITY AND ACCESS 13% (11 hours&48 mins)

Explain the various organization security controls (e.g., passwords, IP restrictions, identity confirmation, network settings). 

  • Security Basics  (70 mins) 
  • Data Security  (110 mins)
  • Identity Basics (45 mins) 
  • User Authentication (60 mins)
  • Protect Your Data in Salesforce (65 mins)
  • Passwords (10  mins)
  • Set trusted IP Ranges For Your Organization (5 mins)
  • Restrict Login IP Ranges in the Enhanced Profile User Interface (5 mins)
  • How To Enable Two Factor Authentication in Salesforce (25 mins)
  • Set Up a Subdomain Using Salesforce My Domain (8 mins)

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

  • Organization-Wide Sharing Defaults (5 mins)
  • Set Your Organization-Wide Sharing Defaults (10 mins)
  • Controlling Access Using Hierarchies (10 mins)
  • User Role Hierarchy (5 mins)
  • Guidelines for Success with Roles (5 mins)
  • Control Manual Sharing for User Records (5 mins)
  • How can I manually share a record with another user or a partner user? (5 mins)
  • Sharing Rules Consideration (10 mins)
  • What Is a Group? (5 mins)
  • Public Group Considerations (5 mins)
  • Who Sees What: Overview (Lightning Experience) (5 mins)
  • Who Sees What: Organization Access (Lightning Experience) (5 mins)
  • Who Sees What: Org-Wide Defaults (Lightning Experience) (8 mins)
  • Who Sees What: Record Access Via Roles (Lightning Experience) (9 mins)
  • Who Sees What: Record Access Via Sharing Rules (Lightning Experience) (5 mins)
  • Who Sees What: Field Level Security (Lightning Experience) (4 mins)
  • Security Specialist - Trailhead Superbadge (Note: though this resource is listed under this section, it is recommended to do this superbadge towards the end, after you have gone through all the topics & sections) (240  mins)

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

  • Keep Data Secure in a Recruiting App (25 mins)
  • Profiles (10 mins)
  • Standard Profiles (5 mins)
  • Clone Profiles (5 mins)
  • Edit Object Permissions in Profiles (5 mins)
  • Permission Sets (10 mins)
  • Manage Permission Set Assignments (10 mins)
  • Who Sees What: Object Access (Lightning Experience) (5 mins)
  • Who Sees What: Record Types (Lightning Experience) (7 mins)
  • Who Sees What: Permission Sets (Lighting Experience) (7 mins)

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

  • Create Report & Dashboard Folders (15 mins)
  • Folder Sharing (10 mins)
  • Managing Folders (5 mins)
  • Creating and Editing Folders (5 mins) 
  • Deleting Folders (5 mins) 
  • Filing Items in Folders (5 mins) 
  • Manage Report and Dashboard Folders (Lightning Experience) (3 mins)

STANDARD AND CUSTOM OBJECTS 14% (7 hours&36 mins)

Describe the standard object architecture and relationship model.

  • Sales Cloud Configuration Basics (25 mins)
  • Data Modeling (45 mins)
  • What’s the Difference Between Standard and Custom Objects? (5 mins)
  • What’s the Difference between Standard Fields and Custom Fields? (5 mins)
  • Object Relationships Overview (10 mins)

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

  • Customize Standard Fields (5 mins)
  • Create Custom Fields  (15 mins)
  • Edit Custom Fields (5 mins)
  • Delete Fields (5 mins)
  • Manage Deleted Custom Fields (5 mins)
  • Create a Custom Field in Lightning Experience  (6 mins)

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

  • Customize a Salesforce Object (105 mins)
  • Create Record Types  (10 mins)
  • Page Layouts (15 mins)
  • Managing Multiple Business Processes  (5 mins)
  • Using Multiple Business Processes (20 mins)

SALES AND MARKETING APPLICATIONS 14%(6 hours&15 mins )

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

  • Accounts & Contacts for Salesforce Classic (35 mins)
  • Leads & Opportunities for Salesforce Classic (30 mins)

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

  • Explore New Sales Tools (20 mins)
  • Customize A Sales Path for Your Team (30 mins)
  • Products, Quotes & Contracts (25 mins)
  • Guide Users with Path (5 mins)
  • Path Considerations (5 mins)
  • Display a Visual Summary with Kanban (5 mins)
  • Kanban Considerations (5 mins)
  • Manage Products (10 mins)
  • Manage Price Books (10 mins)
  • Considerations for Removing Products & Price Books (5 mins)

Describe the capabilities of lead automation tools and campaign management. 

  • Marketing Cloud Basics (30 mins)
  • Campaign Basics (55 mins)
  • Campaigns (10 mins)
  • Set Up Campaigns (10 mins)
  • Manage Campaigns (10 mins)
  • Manage Campaigns Members (10 mins)

Describe the capability of Salesforce Content. 

  • Salesforce CRM Content Overview (10 mins)
  • Contribute Content (15 mins)
  • Search & Find Content (15 mins)
  • Deliver Content (15 mins)
  •  Manage Libraries (10 mins)

SERVICE AND SUPPORT APPLICATIONS 13%(10 hours&40 mins)

Describe the capabilities of case management (e.g., case processes, case settings, and case comments).

  • Cloud for Salesforce Classic (120 mins) 
  • Service Cloud for Lightning Experience (95 mins) 
  • Create A Process for Managing Support Cases (35 mins)
  • Set Up & Manage Cases (10 mins)
  • Customize Support Settings (15 mins)
  • Case Comments (5 mins)

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

  • Set up Assignment Rules (10 mins)
  • Set up Auto-Response Rules (10 mins)
  • Set up Escalation Rules  (10 mins)
  • Escalation Rules Examples & Best Practices (10 mins)
  • Limits for Assignment, Auto-Response & Escalation Rules (5 mins)
  • Set up Web-To-Case (10 mins)
  • Set up Email-To-Case (10 mins)
  • Set up Case Teams (15 mins)

Describe the capabilities of solution management and Salesforce Knowledge. 

  • Knowledge Basics for Salesforce Classic (75 mins)
  • Knowledge Basics for Lightning Experience (30 mins)
  • Solutions Overview (10 mins)
  • Tips & Hints for Solutions (10 mins)

Describe the capabilities of the Community application (e.g. Ideas, Answers).

  • Community Cloud Basics (55 mins)
  • Build A Community with Knowledge & Chat (80 mins)
  • Ideas Overview (10 mins)
  • Answers Overview (10 mins)

ACTIVITY MANAGEMENT AND COLLABORATION 3%(5 hours&42 mins)

Describe the capabilities of activity management (e.g., manage tasks, events, public calendars, multi-day events.

  • Help Your Reps Use Activities (15 mins)
  • Activity Management (10 mins)
  • Tasks (15 mins)
  • Events & Calendars (15 mins)
  • Customization Options for Events & Calendars (10 mins)
  • Create & Manage a Public Calendar (5 mins)
  • Use Tasks to Boost Productivity (Lightning Experience) (5 mins)

Describe the features of Chatter (e.g., feed, groups, following, security).

  • Salesforce Chatter Overview and Demo (2 mins)
  • Chatter for Lightning Experience (55 mins)
  • Chatter Administration for Lightning Experience (70 mins)
  • Chatter Tab Overview (10 mins)
  • Chatter Feeds Overview(10 mins)
  • Chatter Groups  (10 mins)
  • Follow Records (5 mins)
  • Follow People (5 mins)
  • Private Messages (10 mins)
  • Chatter Administrator’s Workbook (90 mins)

DATA MANAGEMENT 10% (7 hours&11 mins)

Describe the considerations when importing, updating, transferring, and mass deleting data (e.g., CSVfiles, data quality, field mapping, record IDs, external IDs, duplicate records).

  • Data Quality (60 mins)
  • Duplicate Management (45 mins)
  • Flied Mapping (15 mins)
  • Mass Update Records in Salesforce (10 mins)
  • Mass Transfer Records (10 mins)
  • Delete Multiple Records (10 mins)
  • Data Import: Clean Up Your Import File (6 mins)
  • Data Import: Clean and Prepare Your Data Using Excel (13 mins)
  • Data Import: Owner IDs and Parent IDs (8 mins)
  • Data Import: Best Practices for Importing Data (3 mins)

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

  • Data Management (40 mins)
  • Import & Export with Data Management Tools (40 mins)
  • Data Import: Choosing the Right Tool (6 mins)

Describe the capabilities and implications of data validation tools.

  • Formulas & Validations (45 mins)
  • Improve Data Quality for Your Sales & Support Teams (45 mins)
  • Validation Rules (10 mins)
  • Tips for Writing Validation Rules (10 mins)
  • Calculate Field Values with Formulas (15 mins) 
  • Lookup Filters (10 mins)

Describe the different ways to backup data (e.g., data export service, exports, dataloader).

  • Export Backup Data from Salesforce (10 mins)
  • Data Loader (10 mins)
  • Export Data (10 mins)

ANALYTICS/REPORTS AND DASHBOARDS 10%(11 hours&13 mins)

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

  • Explore Reports & Dashboards (20 mins)
  • Analyze Your Data with Reports & Dashboards (20 mins)
  • Reports & Dashboards for Salesforce Classic (160 mins)
  • Reports & Dashboards for Lightning Experience (110 mins)
  • Sales Reports for Lightning Experience (90 mins)
  • Create Reports and Dashboards for Sales and Marketing Managers (90 mins)
  • Highlight Data Ranges (10 mins)
  • Getting started with Salesforce Reports & Dashboards(10 mins)
  • Make Data-Driven Decisions with Reports and Dashboards (Lightning Experience) (3 mins)
  • Build a Report (4 mins)
  • Filter Report Data (5 mins)
  • Add Filter Logic (5 mins)
  • How to Use Cross Filters (5 mins)
  • Subscribe to Reports and Dashboards (3 mins)
  • Master the New Lightning Report Builder (30 mins)

Describe the impact of the sharing model on reports.

  • Forum Impact of Sharing Model on Reports (5 mins)

Describe the options available when creating and modifying dashboards (e.g., dashboard components, data sources, chart types, scheduling, and running user). 

  • Dashboards (10 mins)
  • Dashboard Components (10 mins) 
  • Chart Types (10 mins)
  • Use Source Report Charts in Component (5 mins)
  • Choose Who People View a Dashboard as in Lightning Experience (10 mins)
  • Dynamic Dashboards Cheat Sheet (5 mins)
  • Tips for Creating Dashboards (10 mins)
  • Build a Dashboard (5 mins)
  • [REPEAT] Subscribe to Reports and Dashboards (3 mins)  

Describe the capabilities of custom report types.

  • Set Up A Custom Report Type (10 mins)
  • Manage Custom Report Types (10 mins)

WORKFLOW/PROCESS AUTOMATION 8% (5 hours &35 mins)

Given a scenario, identify the appropriate automation solution based on the capabilities of workflow,

process.

  • Workflow (10 mins)
  • Lightning Flow (120 mins)
  • Workflow Rule Migration (95 mins)
  • Quick Start: Process Builder (20 mins)
  • Process Automation Cheatsheet (10 mins)
  • Getting Started With Process Builder (30 mins)

Describe capabilities and use cases for the approval process.

  • Build A Discount Approval Process (50 mins)

DESKTOP AND MOBILE ADMINISTRATION 3% (2 hours&50 mins)

Describe the capabilities of the Salesforce Mobile App

  • Salesforce Mobile App Basics (35 mins)
  • Salesforce Mobile App Customization (95 mins)
  • Salesforce for iOS and Android Demo (2 mins)

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

  • Outlook Integration (20 mins)
  • Outlook Integration (15 mins)
  • Connecting to Salesforce From Outlook (3 mins)

APPEXCHANGE 2% (1 hour&10 mins)

Identify use cases for AppExchange applications.

  • Salesforce AppExchange Overview Demo (2 mins)
  • What is AppExchange? (5 mins)
  • AppExchange Basics (45 mins)
  • Build Vs. Buy: Tips To Create The Perfect App Strategy (18 mins)

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