【한글자막】 Salesforce 관리자 자격증 : 시험 합격을 위한 모든 것

We have now made it to the first Knowledge Area from the Exam Guide - Configuration and Setup. You will often hear an Organization referred to as an Org in the Salesforce eco-system. This introductory lesson prepares you for what lies ahead in setting up your own org.

In this section, we will cover all of the core features you need to understand related to the Configuration and Setup knowledge area of the exam.

Those include the following from the Exam Guide:
Describe the information found in the company settings (for example: company settings fiscal year, business hours, currency management, default settings).

Distinguish and understand the administration of declarative configuration of the User Interface. (for example: UI settings, app menu, list views, global actions, Lightning App Builder).

Given a scenario, demonstrate the proper setup and maintenance of users.

Explain the various organization Security Controls. (for example: Setup Audit Trail, Login Hours, Session Settings)

Given a user request scenario, apply the appropriate security controls based on the features and capabilities of the Salesforce sharing model. (for example: public groups, org wide default, sharing: roles, subordinates, hierarchy, report and dashboard folders)

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

There's a wealth of information to be found on your Company Information page. In this lesson, I show what you need to be concerned with most.

Salesforce's supports enabling custom fiscal years. In this lesson, we look at Standard vs. Custom fiscal years, and the implications of both.

In this lesson, we select the days and hours that our support team is available in our organization. These hours, when associated with escalation rules, determine the times at which cases can escalate.

NOTE: If you enter blank business hours for a day, that means your organization does not operate on that day.

In this lesson, we look at how to set various holidays that affect your operating hours in your business.

In this lesson, we get into currency management for our org.

In this lesson, we enable Advanced Currency Management. This allows you to manage dated exchange rates that map a currency conversion rate to a specific date range.

In this lesson we run through the process of managing currencies and setting up dated exchange rates.

In this lesson, I show you how to specify a currency on an opportunity.

In this lesson, we look at various default settings found on the Company Information screen, such as:
Default Locale
Default Language
Default Time zone

When you change an organization’s default locale to reflect your organization’s physical location, this may impact the display of some information, such as numbers, dates or phone numbers.

In this lesson, I show you how to make changes to your organization's User Interface settings.

A new addition to the updated exam guide released by Salesforce on June 23, 2021 included App Menu.

The App Menu is used to set the default sort order of apps that are displayed in the App Launcher.

In this lesson, I cover how to configure search settings in Classic as well as configuring search results in Lightning.

In this lesson, I introduce you to List Views. We go over how to create and filter List Views as well.

There's other types of list views available in Lightning, besides tables. In this lesson I show you how to display a Kanban List View as well as a Split Live View. I also demonstrate some of the key functionality of these types of List Views.

In this lesson we discuss the Home Page Layout and how to customize it to suite your needs.

In this lesson, I show you how to change the theme (appearance) of your Salesforce instance. I also demonstrate how to replace the Salesforce logo with one of your own!

We are now going to start setting up users. In this lesson, we discuss the different Salesforce License Types.

In this lesson, I demonstrate how to deactivate a user. This accomplishes freeing up a license in my org in order to later create a new user.

Now that we have freed up a license, it's time to create our new user. I walk through the steps of creating a new user account, being careful not to use a real email address, to avoid anyone receiving an email they didn't ask for.

In this lesson, I demonstrate the functionality of adding multiple users at once, via the Add Multiple Users button found on the Users list page.

There are times you'll need to reset a user's password. I demonstrate how to do a password reset on a Salesforce user account in this lesson.

In this lesson, I purposefully log into one of my demo user account incorrectly, in order to get their user account locked.

We then look at the user's login history to see their failed attempts. We also review and change the password policies in our org to reduce the limit for failed login attempts before a user account is locked.

Finally, we unlock their account.

In this lesson, we look at Login Access Policies. It is here that you can allow or disallow administrators logging in as another user.

When you can't deactivate a user, but need to keep them off your Salesforce instance, you can freeze them. You click the Freeze button from their User Detail screen.

In this lesson we visit what I like to call Salesforce's 'Junk Drawer' - aka User Management Settings. This screen consists of several settings you can toggle on or off. We spend a moment on the settings related to GDPR and the toggle to enable the Enhanced Profile User Interface (which will be helpful in the next knowledge area when we deal with Profiles in the Security and Access section).

The SalesforceA mobile app helps you be more productive and manage your Salesforce Org from anywhere. With the SalesforceA mobile app, you can:

• Reset passwords

• Freeze users

• Edit users

• Manage permission sets

• Create new users

• Reassign licenses

• View real-time Trust status

• Access to Trailhead, Success Community, Release Notes & Admin News

We are now getting into the security and access related items of the Configuration and Setup. In this introductory lesson, I prepare you for what lies ahead.

The goals to aspire to, as stated in the Exam Guide for the Security and Access knowledge area are:

- 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.

We get started with Organization-Level Security and Access Overview, which I refer to as 'Security for the Whole'. There will be several subsequent lessons where we address specific Organization-Level Security features and functions.

Once we have adequately covered the security for the whole, we will drill further down into User-Level Security and Access, which I refer to as "Security for the Individual".

In this lesson we look at various features and settings available under Password Policies, where you can set the password policies for your org.

Trusted IP Ranges define a list of IP addresses from which users can log in without receiving a login challenge for verification of their identity, such as a code sent to their mobile phone.

In this lesson we look at Device Activation and History, which were formerly known as Identify Verification and History, until they were renamed with the Spring '21 release of Salesforce.

In this lesson, we look at Session Settings and how to modify them.

We now pivot from Organization-Level Security to User-Level Security - in essence shifting from Security for the Whole to Security for the Individual.

We look at a great Salesforce resource called a Guide to Sharing Architecture and the Types of Data Access article. In this article is a diagram of Salesforce's Security Model, which we reference throughout the remainder of this Knowledge Area.

In this lesson, I introduce you to Profiles. We get a glimpse of just how much can be set at the Profile level.

In this lesson, I walk through the functionality and features of the original profile interface. We look at the various settings for a profile.

In this lesson, I show you how to enable the Enhanced Profile User Interface from User Management Settings. I then provide a tour of the enhanced interface.

For each profile, you can view and specify the IP addresses from which users can log in on Salesforce. When you define IP address restrictions for a profile, logins from undesignated IP addresses are denied, and addresses from specified IP addresses are allowed.

A new addition to the updated exam guide Salesforce released on June 23, 2021 is the Setup Audit Trail.

The Setup Audit Trail is available in Setup via View Setup Audit Trail. There you'll find the 20 most recent changes to your Salesforce org. You can also download the past 6 months of audit line items that are in the Setup Audit Trail.

In this lesson, I show you how to set the Login Hours at the profile level. I also address a commonly confusing scenario that has been floated around online regarding what happens to users who are logged in past the specified Login Hours.

In this lesson we look at the various Object Settings available on a Profile.

In this lesson, we look at the Tab Settings for an object, found in the profile's Object Settings. We discuss the often confused differences between Tab On, Tab Off and Tab Hidden.

In this lesson we look at creating a Custom Profile. When you create a Custom Profile, you are in essence cloning an existing profile.

In this lesson we discuss some of the core differences between Standard and Custom profiles.

In this lesson I introduce you to Permission Sets. Permission Sets closely resemble Profile, but provide greater flexibility in that you can assign a user to multiple Permission Sets.

In this lesson we create a Permission Set that extends the ability to delete cases to those users that are assigned to it.

I also explain how items that are unchecked on a Permission Set do not take away or further restrict a user's access and rights.

Permission Sets are used to extend further access and rights to Salesforce users and doesn't take away a user's existing rights that they have available to them by way of their Profile and corresponding settings.

A permission set group streamlines permissions assignment and management. Use a permission set group to bundle permission sets together based on user job functions.

Define the default access level for an object’s records with organization-wide sharing settings. Organization-wide sharing settings can be set separately for custom objects and many standard objects, and you can set different levels of access for internal and external users.

For most objects, organization-wide sharing settings can be set to Private, Public Read Only, or Public Read/Write. In environments where the organization-wide sharing setting for an object is Private or Public Read Only, an admin can grant users additional access to records by setting up a role hierarchy or defining sharing rules. However, sharing rules can only be used to grant additional access—they can’t be used to restrict access to records beyond what was originally specified with the organization-wide sharing defaults.

In this lesson I introduce you to Roles and the Role Hierarchy.

In this lesson, I demonstrate how to add new roles and edit existing ones. I always advise that you record your current Role Hierarchy via a screen capture or print out before making changes to it.

In this lesson, we navigate down to the Sharing Rules section of the Sharing Settings screen. It is here that you can create Sharing Rules for an object. I run through the various steps of creating the Sharing Rule in this lesson.

Records can be manually shared with other users. And now with the Spring '21 release, you can share records in Lightning.

In this lesson, we look at the various teams that are available in Salesforce. We go through the process of enabling teams, adding team related lists to page layouts and assigning members to a team on accounts and opportunities.

In this lesson, we round out our teams work by adding the Case Team related list to the Case page layout.

There's more than one way to access and adjust the Field Level Security (FLS) on a field. In this we approach revising the FLS on a field at the field level via the Object Manager > Object > Field.

Another way to adjust Field Level Security on a field is by way of an individual profile, then accessing the object and then field. In this lesson, I demonstrate the way you can hide a field from a profile, via the profile instead of at the field level.

You can also view field accessibility for a specific field via the View Field Accessibility button. In this lesson, I demonstrate this functionality.

The Where is this Used? button is visible on the field details screen for custom fields only. In this lesson, I demonstrate what this button displays as far as field references as well as provide a help article resource with a list of other possible references that this button will possibly displayer.

Public Groups are used in many places in Salesforce. A public group is a set of users and can contain individual users, other groups, the users in a particular role or territory, or the users in a role or territory plus all of the users below that role or territory in the hierarchy. In this lesson, we create a sample Public Group.

Use delegated administration to assign limited admin privileges to users in your org who aren’t administrators.

In this lesson, we look at folder security for Email Templates in Lightning. We learn how folders can be used to organize and secure communication templates.

In this introductory lesson, I prepare you for the next Knowledge Area of this course - Object Manager and Lightning App Builder.

To get things started with learning about Standard and Custom Objects, you will want to familiarize yourself with the Object Manager. In this lesson, I demonstrate how to access and navigate the Object Manager.

The Schema Builder provides a visual representation of objects, their fields and relationships between one another.

We are now going to create our first custom object in Salesforce. For this custom object, we are going to create a Project object to ultimately build a Project Management application on the platform.

Now that we have created a custom object in Salesforce, we can set the Org-Wide defaults and grant access using hierarchies for our Project object.

In this lesson, we explore the Master-Detail relationship. We create a Master-Detail field on Project (Detail/Child) and relate it to the Account (Master/Parent) object.

Creating a Master-Detail field on an object makes that field required, therefore it must be included on all page layouts and its field level security is set to Visible and Editable.

In this lesson, we create a Lookup relationship field on our custom Project object. The purpose of this Lookup field is to store Project Manager data on projects, and we set the field to lookup to the User object.

Lookup fields are not required, unlike Master-Detail fields.

In this lesson, I create several custom fields. I first create a couple of date fields, one for Start Date (including a Default Value formula for today) and an End Date field for our projects. I also include a Currency field for Budget as well as a Long Text Area field for the project Description.

In this lesson, we test out our Project Custom Object and new Custom Fields by entering in a Project record. From this experience, we see that we need to adjust the page layout for Projects.

In this lesson we customize page layouts using the Enhanced Page Layout Editor.

From Setup, under Settings, select Security > Session Settings > Caching. deselect 'Enable secure and persistent browser caching to improve performance'

To track the history of changes to fields on records, you need to enable field history tracking on the object. You then specify which fields you'd like to track history on.

In this lesson, we create a couple of picklist fields. We will use these fields later to establish field dependencies.

Now that we have created a couple of picklist fields, we will now create a field dependency between them. One will be the controlling field and the other will be the dependent field.

In this lesson, we test our dependent picklists.

In this lesson, we create an auto-number field, which is a system-generated number that uses a display format you define.

In this lesson, we create a new custom field on the Project object to pull in the phone number from the Account which the Project belongs to.

Now that we have created a formula field to pull in the Account's phone number on the Project, we find that the display format is lacking. In this lesson, we adjust the formula for the Account Phone.

I have grabbed an example formula from StackExchange, which is linked below and then adjust it to fit the api name of my desired field.

Here is that final code that I used for my formula to provide the proper phone formatting that I was after:

"(" & LEFT(Account__r.Phone, 3) & ")-" & LEFT(RIGHT(Account__r.Phone, 7), 3) & "-" & RIGHT(Account__r.Phone, 4)

In this lesson, we create a Geolocation field on the Account object.

In this lesson we create a percentage field to track the percentage complete on projects.

In this lesson we create a Checkbox field to denote whenever a Project has deliverables. We will use this new, custom Checkbox field as a controlling field in a field dependency with a multi-select picklist.

In this lesson, we create a Multi-Select Picklist. We will use this new field to record what deliverable(s), if any, that a project has. This Multi-Select Picklist is intended to work in conjunction with the Checkbox we created in the previous lesson. This is to demonstrate how that Checkboxes can be the Controlling field in a field dependency and a Multi-Select Picklist can be the Dependent field.

Please note that there are limitations and reporting issues with Multi-Select picklists. I generally recommend that you avoid using Multi-Select picklists. We will eventually retire this field in favor of a new child-object called Project Deliverables, much later in this section of this course.

In this lesson, we create a Field Dependency with a Checkbox (Controlling) and Multi-Select Picklist (Dependent).

In this lesson, we create a custom URL field on the Project object.

In this lesson, we look at various scenarios where changing the data type of a field could result in data loss in your org.

In this lesson, we delete and eventually restore a custom field. We discuss the timeframe which a deleted field can be restored. We also look at how a restored field also has its data restored, but cover post-restoration steps that will need to be done.

In this lesson, I create a new page layout for our custom object of Project. For this new page layout, the intention is to create an Admin Only page layout. Once we have created the new page layout, I assign it to my System Administrator profile via Page Layout Assignments. I then demonstrate how another user with a different profile does not see the same page layout as I as an administrator, because their page layout assignment is different. To get to this point, we encounter the limitations of a Standard Profile in that you cannot adjust the CRUD rights on an object. I assign the user a different profile and extend that profile CRUD rights to the Project object. We then login as the user and discover that they don't have the Lightning Experience permission on their profile, so we create a Permission Set to grant the Lightning Experience User System Setting and then assign the user to that Permission Set. We finally then log in and the user is in Lightning and we are able to confirm that their page layout view is different from mine when viewing a Project.

In this lesson, we look at the implications of setting field level security (FLS) on a field via the page layout, as well as setting FLS at the field level.

In this lesson, I adjust a previously created formula field to return the Account Phone number on the Project record whenever there is a Phone Number populated, but yet hide any characters from the formula in the field if the account does not have a phone number. This is a good example of a more complex formula.

Here is the final formula that I used:

IF(ISBLANK( Account__r.Phone ), '', "(" & LEFT(Account__r.Phone, 3) & ") " & LEFT(RIGHT(Account__r.Phone, 7), 3) & "-" & RIGHT(Account__r.Phone, 4))

In this lesson, we create a Validation Rule on the Percentage Complete field on the Project object to limit entries by users to 100%, but no higher.

In this lesson, we change the Related List Properties on Related Lists.

In this lesson, we look at the different options for the default Lightning Experience Record Page View - Grouped View or Full View. We change these settings back and forth and note the change of appearance of the Lightning Page record page layout.

Also under Record Page Settings are the Default Activities View. We explore the options of Activity Timeline and Related Lists. We change these back and forth and note the change of appearance of the default Activities View.

Enhanced related lists can show up to 10 columns at once. Enhanced related lists also let you sort, perform mass actions, resize columns, and wrap text.

In this lesson, we look at other related list types, other than Enhanced Related Lists, namely Standard and Tile.

In Salesforce, there are underlying processes on three Standard Objects: Lead, Case and Opportunity. In this lesson, we look at those business processes and note that it introduces another layer of complexity for those three objects. We will be building off of these business process knowledge and customization ability to then figure out ways to do similar business process customization for other Standard objects as well as Custom objects.

In this lesson, we create a couple of Lead Processes and Record Types for Installation and Software Development leads.

Now that we have created Record Types on the Lead object, we look at the picklists available for editing. We note that the Status field is not one of the available fields available under the Picklists Available for Editing section. I explain how to add picklist values and rearrange them on Leads after Record Types have been introduced.

Now that we have multiple Record Types on Lead, we can adjust the page layouts by Record Type and Profile.

I provide an overview of key ingredients needed for supporting business processes on custom objects.

In this lesson, we create Record Types for Custom Objects - specifically for our Project object. These Record Types are Software Development and Installation, so that we can support different types of projects in our org.

We have created a couple of lead processes and record types on the Lead object and have previously created the corresponding Record Types on the custom object of Project. But we have several gaps in-between the bookends of our business processes between Leads and Projects. We use this lesson to fill in those gaps, to create a couple of processes for Sales and Service and then we convert a lead into an Account, Contact and Opportunity. We then verify that although the lead record did not have a Record Type assigned, our resulting Opportunity from the Lead Conversion Process assigned our default record type to the new Opportunity.

In this lesson we enable paths in our org and then create a path for Software Development projects.

We now add the Path to the Software Project lightning page.

In this lesson we add a Project lookup field on the Case object. This provides us with a Case related list on the Project page layout.

We are now going to retire the Project Deliverables Multi-Select Picklist in favor of a new custom object - Project Deliverables.

We upgrade a Lightning Page to Dynamic Forms. We then set a field to display dynamically.

A recent addition to the updated exam guide from Salesforce, which they released on June 23, 2021 was Junction Relationships.

In this lesson, I discuss how to create a Junction Relationship between two objects, which is known as a Junction Object. This provides for a many-to-many relationship.

I show an example of a junction object that I created for my CareerLaunchAccelerator.com course.

In the example, I have created a Resume Submission custom object. On that custom object, I have two Master-Detail fields. One master-detail field connects with the Opportunity object and the other connects with a custom object called Resume submission.

We are now in the Sales and Marketing Applications Knowledge Area. In this introductory video, I discuss a few of the topics we'll be covering.

Frankly, this is another immense and highly-weighted knowledge area. There's a lot that goes into understanding the nuances related to Marketing and Sales applications in Salesforce.

I have divided this section into two core categories:

Marketing
Sales

So we dive into Marketing related concepts in the beginning of this section. As with typical business processes, we eventually hand things off to Sales as I cover the Lead Conversion Process.

You'll learn a lot about Campaigns, Leads, Contacts, Accounts, Opportunities, Lead Processes, Sales Processes and Record Types.

We dig deeper into our own custom application towards the end of this section, as we build a Lightning App and start enhancing the functionality.

Get ready...

We discuss the primary Marketing components of Salesforce apps in this lesson. This primarily includes Campaigns and Leads.

In this lesson, I provide an overview of the Leads object and functionality. We create a new lead record.

Campaign Members consist of Leads and Contacts. In this lesson we add members to a campaign.

In this lesson, I create a Web-to-Lead form. This process generates HTML code for you to then insert on a website, or hand off to a webmaster. I demonstrate how that HTML code can be embedded into a page by way of my own website, which is on the Wordpress platform.

In this lesson, we dive into how Lead Assignment Rules can be used to dynamically assign lead ownership dynamically, based on criteria you can set.

In this lesson, we revisit the Leads Process and add additional Status options for Leads.

In this lesson, we work through the Lead Conversion process, which results in the creation of a new Contact, Account and (optionally) Opportunity.

In this lesson, we work through mapping custom fields on the Lead object over to custom fields on the Account, Contact and Opportunity objects. This allows for data entered on the Lead record to not be lost during the lead conversion process. Any mapped custom fields will have their data carrier over from the Lead to the custom fields on Account, Contact and Opportunity, as they are mapped.

In this lesson, we convert a Campaign Member record that is a Lead. We then verify that they remain in the Campaign, but as a Contact, post-conversion.

In this lesson we associate a Campaign with a Parent Campaign. We then associate the Parent Campaign with a Parent of their own. We then look at the Campaign Hierarchy of the three Campaigns.

We are entering the second phase of this knowledge area, now that we have covered Marketing apps. We get started in this lesson with covering some of the primary sales components of Salesforce applications.

In this lesson, we revisit the Sales Processes and how they control the different stages of opportunities, by record type.

In this lesson we add and rearrange opportunity stage picklist values.

In this lesson we assign Opportunity Page Layouts by Record Type and Profile.

In this lesson, I introduce you to Products and Pricebooks and provide an overview of their purpose and functionality.

In this lesson, I create a Price Book.

In this lesson, I use the Schema Builder to display Product, Opportunity Product, Price Book, Opportunity and Price Book Entry objects. We discuss the relationships between these objects.

Use product schedules to determine the payment and delivery cycles for products that are paid or delivered over time. In Lightning Experience, customize schedules with custom fields, custom buttons, customized layout, validation rules, and Apex triggers.

In this lesson, we add several scheduling related fields to the Product page layout. We then configure a product that uses both Revenue and Quantity installments.

In this lesson, we add a scheduled product to an opportunity. Doing so adjusts the Amount of the Opportunity.

In this lesson we enable Collaborative Forecasting in our Org. We then add several Forecast Types.

In this lesson, we view forecasts, set the forecast range and change the forecast currency.

A new addition to the updated exam guide that Salesforce released on June 23, 2021 was Forecast Impact, which I discuss in this lesson.

Use the Product Family picklist to categorize your products. For example, if your company sells both hardware and software, you can create two product families: Hardware and Software.

In this lesson, we enable Customizable Campaign Influence.

In this lesson, I address how to set your permissions in order to use Campaign Influence. I reference the Campaign Influence Implementation Guide that lists the different related lists you can add to various page layouts, as well as a specific Permission Set License you may need to be assigned in order to have the proper permissions. If you do not see Campaign Influence as an available related list from the Opportunity Page Layout, then you are missing this Permission Set Assignment. Once assigned, you will then see the related list. We assign the permission set and then adjust the Opportunity and Campaign Page Layouts to include their respective Campaign Influence Related Lists.

In this lesson, we create a Lightning App for Project Management. We also adjust the order of the apps that appear when clicking the App Launcher, making our new Project Management app the top of the list.

In this lesson we remove a Navigation Item and Utility from our Application and enable Notes in our Org.

Contact roles let you specify the part that a person plays in an account, case, contract, or opportunity.

In this lesson, we create a Big Deal alert.

We briefly look at some final Opportunity related items found in the Setup Menu, such as Opportunity Settings, Opportunity Splits and we revisit Opportunity Team Settings.

In this lesson, we switch to Classic to look at a Classic only option - Similar Opportunities.

A new addition to the June 23, 2021 Exam Guide update was Einstein Lead Scoring and Opportunity Scoring. I have added this lesson to include it inside the course, under this current knowledge area.

I attempt to sign up for a Lead Scoring enabled org, but received an error. You can leverage the resources below for further details on Lead and Opportunity Scoring.

A new addition to the updated Exam Guide that Salesforce released on June 23, 2021 was the Home Page Assistant. In this lesson, I discuss the Assistant.

In this lesson, we discuss the retirement of Content Packs and the functionality of Content Deliveries and Public Links.

We are now entering into our next knowledge area - Service and Support Applications. In this introductory lesson, I prepare you for what lies ahead in this section.

In this lesson we discuss the primary Service components of Salesforce applications.

In this lesson, we run through the options available under Support Settings. We also select to show the Closed picklist option for the Stage field on cases.

In this lesson, we create Support Processes. The Support Processes control which Status picklist options are visible on Cases, by Record Type.

In this lesson we look at the picklists available for editing under our Case Record Types. I also discuss how you will not find Status in this list, as well as why that is.

In this lesson, we edit Case page layouts and adjust page layout assignments.

In this lesson, we add a path to a Case page layout.

In this lesson, we customize the Service Console.

In this lesson, we get familiar with the Service Setup menu.

In this lesson, we associate a parent case to a case, thus creating a case hierarchy.

In this lesson we adjust our active Case Assignment Rule in our org.

In this lesson we create a Case Queue and then update our Assignment Rule to assign web cases to the queue.

In this lesson we create a Web-to-Case form. I then embed the form onto my website and create a new case. I find the new case in my org, but discover that it has not been assigned to the queue. This is a Known Issue with Salesforce with no ETA on a fix. We will configure a workaround in the Workflow / Process Automation Knowledge Area.

In this lesson, we set up Case Auto-Response Rules.

In this lesson, we create case escalation rules.

In this lesson we look at the Case Escalation Rule Queue. It is the way to see pending actions based on case escalation rules.

In this lesson we create a couple of Case Team Roles and then set up a Predefined Case Team. We then go into a case record and assign both a predefined Case Team and an individual User to a case.

Students become familiar with the Salesforce Administrator Certification Exam Guide. This course is structured for each section that follows to correspond with the 12 sections of the Exam Guide:

• Organization Setup (Global UI)
• User Setup
• Security and Access
• Standard and Custom Objects
• Sales and Marketing Applications
• Service and Support Applications
• Activity Management and Collaboration
• Data Management
• Analytics - Reports and Dashboards
• Workflow / Process Automation
• Desktop and Mobile Administration
• AppExchange

Salesforce Trailhead has just released the ability for anyone to create their own personalized learning journey called a Trailmix on Trailhead. I have created a companion Trailmix for this course, which is available in this lecture.

This lecture takes you through the process of signing up for your own free Salesforce account. You will use this new, free account to work through the various exercises in this course. You can also keep this account for life and build additional solutions in the cloud, as you see fit.

Complete the steps of this hands-on lecture to sign up for your own free Salesforce account that you can keep for life. You will be using this account throughout the duration of this course (and beyond), so you will want to get your own account going now.

One important piece of the Organization Setup in Salesforce is becoming familiar with your Company Profile settings in Salesforce. This lecture covers your Company Profile page and what it encompasses.

This lecture covers the Salesforce User Interface in-depth. We cover the various types of tabs, the Applications menu, Home Tab, and Recycle Bin. Students learn how to enabled or disable a myriad of fundamental interface options, such as:

• Enhanced Page Layout Editor
• Inline Editing
• Separate Loading of Related Lists
• Quick Create
• Collapsible Sections and Sidebar
• Hover Links
• Enhanced Profile List Views
• Enhanced Profile User Interface