Objective
|
Weight
|
Salesforce CRM Overview
|
3%
|
Describe the software-as-a-service (SaaS) model
|
|
List and describe the different Salesforce applications
|
|
List and describe the standard objects
|
|
Identity Confirmation (setting login restrictions)
|
2%
|
Describe the Identity Confirmation feature
|
|
Describe the differences between logging in through the API versus the UI
|
|
Explain the concept of Login Hours and Login IP ranges
|
|
Add and delete an IP range
|
|
Describe the methods to allow access to the application
|
|
Navigation – User Interface (UI) Settings
|
3%
|
Identify specific areas of the Salesforce Home Tab
|
|
Configure Search settings for your organization
|
|
Customize the Tabs a user can access or select from Tab settings
|
|
Locate, identify, and explain the UI features an administrator controls
|
|
Organization Administration
|
5%
|
List what information is included in the Company Profile
|
|
List the places where Currency is specified
|
|
Describe the effect of changing your company’s default Time Zone, Currency, Locale, and Language
|
|
Describe the effect of enabling the Custom Fiscal Year setting
|
|
Create and manage letterheads and email templates
|
|
Customization
|
17%
|
Describe a Profile
|
|
Explain what a Profile controls
|
|
List the Standard Profiles
|
|
List the features available for managing profiles
|
|
Evaluate when to create a Custom Profile
|
|
Explain the differences between a Custom Field and a Standard Field
|
|
List the different types of Custom Fields
|
|
Set up a Custom Field
|
|
Map Custom Lead Fields
|
|
Re-label a Standard Object
|
|
List objects for which you can enable Fields History Tracking
|
|
Define the dependencies when using a Dependent Picklist
|
|
Create and modify a Dependent Picklist
|
|
Describe the capabilities of Custom Lookup fields
|
|
Create and modify a Lookup Field
|
|
Describe the capabilities of Formula Fields
|
|
Create and modify a Formula Field
|
|
Describe Roll-up Summary Fields
|
|
Create and modify a Roll-up Summary Field
|
|
Describe the elements within a Page Layout
|
|
Create and modify a Page Layout
|
|
Create, customize, and print a List view
|
|
Customize a Related List
|
|
Describe how to use Record Types
|
|
Create and modify a Record Type
|
|
List the objects that require a business process
|
|
Explain how Field-Level Security affects page layouts and visibility
|
|
Set up Field-Level Security
|
|
Security & Access
|
13%
|
List the information captured on the User Record
|
|
Create and maintain User Records
|
|
Explain the Record Owner concept
|
|
Describe the elements of the Sharing model
|
|
Describe the scope and capabilities of Organization-Wide Defaults
|
|
Explain how access is granted through the Role Hierarchy
|
|
Set up Organization-Wide Defaults
|
|
Describe the use of Roles
|
|
Build a Role Hierarchy
|
|
Assign users to Roles
|
|
Mass-transfer records from one user to another
|
|
List the objects that may have Sharing Rules
|
|
Build Sharing Rules
|
|
Share records manually
|
|
Describe the use cases of Public Groups and where to use them
|
|
Compare and contrast Sales with Account teams
|
|
List the places to use Folders
|
|
Describe how Folder access differs from Record access
|
|
Create Folders to organize and provide access to data
|
|
Workflow
|
5%
|
Explain how Salesforce implements Workflow and when to use Salesforce Workflow
|
|
List and describe use cases for the four Workflow Actions
|
|
Explain the capabilities and settings of a Workflow Rule
|
|
Describe the differences between immediate and time-dependent Workflow actions
|
|
Set up a Workflow Rule and associated actions
|
|
Workflow Approval Processing
|
3%
|
Define the basics of the Workflow Approval Process
|
|
Compare and contrast the Approval Processes versus Workflow
|
|
List the differences between the Jump Start Wizard and the Standard Approval Process Wizard
|
|
Explain how to route Approvals
|
|
Create, modify, and test the Approval Process
|
|
Identify the settings in creating Workflow Approval Processing
|
|
Data Validation
|
3%
|
Define Data Validation
|
|
List common use cases for Data Validation
|
|
Describe when Data Validation Rules are enforced
|
|
Create Data Validation Rules
|
|
Data Utilities
|
5%
|
Describe the function of an External ID
|
|
List and describe the different tools and use cases for data migration
|
|
Update existing data via import
|
|
Define when to use the Data Loader
|
|
List the functions of the Data Loader
|
|
Mass Update Records
|
|
Mass Delete Records
|
|
Describe the capabilities of the Recycle Bin
|
|
Request and download a weekly export
|
|
Explain how Salesforce allocates storage
|
|
Analytics
|
13%
|
Describe the administrative restrictions on Standard Reports
|
|
Run a Standard Report
|
|
Create a Custom Report
|
|
Search for Custom Reports and Dashboards
|
|
Explain the differences among report types
|
|
Explain Custom Report Types
|
|
Create charts to display Report results
|
|
Use Advanced Filter criteria to narrow Report results
|
|
Create Custom Summary Formulas for Summary Reports
|
|
Choose settings for Conditional Highlighting
|
|
Describe the capabilities and purpose of a Dashboard
|
|
List Dashboard component types
|
|
Create a Dashboard and add components to it
|
|
Print and export Reports
|
|
Email and schedule Reports and Dashboard refresh
|
|
Define Running User and how it affects the Dashboard results
|
|
Marketing Administration
|
5%
|
Define a Campaign
|
|
Describe when to use Campaign Hierarchies
|
|
Create a Campaign targeting both existing customers and new Leads
|
|
List the features used to create an Automated Campaign
|
|
List the methods to associate Leads and Contacts to a Campaign
|
|
Describe how to use Lead Queues to manage Leads
|
|
Describe how to use a Lead Assignment Rule to assign and route Leads
|
|
Describe the use cases for Web-to-Lead
|
|
Describe the functionality of a Lead Auto-Response Rule
|
|
Build a Lead Queue, Assignment Rule, Web-to-Lead, and corresponding Auto-Response Rule
|
|
Measure Campaign results
|
|
Describe the process and effects of converting a Lead
|
|
Service & Support Administration
|
5%
|
Define a Case
|
|
Describe use cases for Case Hierarchies
|
|
Describe how to use Case Queues to manage Cases
|
|
Describe how to use a Case Assignment Rule to assign and route Cases
|
|
Describe use cases for Web-to-Case
|
|
Describe uses cases for Email-to-Case
|
|
Describe the functionality of the Case Escalation Rule
|
|
Describe the functionality of the Case Auto-Response Rule
|
|
Describe the functionality of the Business Hours
|
|
Configure the settings and rules for Case processing, including Business Hours, Escalation Rules, and the use of Email Templates
|
|
Define Solutions and how they can be associated with Cases
|
|
Build a Solution Category tree and assign Solutions to Categories
|
|
Define suggested solutions and explain where to use them
|
|
Describe what content is accessible via the Self-Service Portal
|
|
Describe the ways to access the Self-Service Portal
|
|
Build a Case Queue, Assignment Rule, Web-to-Case, and corresponding Auto-Response Rule
|
|
Describe use cases for Case Teams
|
|
Salesforce Console
|
2%
|
Describe the functionality of the Salesforce Console
|
|
Describe the components of the Console Tab
|
|
Set up the Salesforce Console
|
|
Navigate within the Salesforce Console
|
|
Custom Objects, Applications, & Tabs
|
7%
|
Describe a Custom Object
|
|
Describe the types of relationships that can exist between objects
|
|
Create a Custom Object
|
|
Describe a Custom Object Tab and a Web Tab
|
|
Create a Custom Object Tab
|
|
Create a Web Tab
|
|
Describe a Custom App
|
|
Create a Custom App
|
|
The AppExchange
|
2%
|
Describe the AppExchange
|
|
Describe the characteristics of Managed Packages
|
|
Install a package
|
|
Uninstall a package
|
|
Activities
|
2%
|
Compare and contrast Tasks and Events
|
|
Manage Public Calendars and Resources
|
|
Identify and describe the Activity Settings
|
|
Describe the capabilities of Multiday Events
|
|
Advanced Configuration Options
|
5%
|
Describe the Client Management feature
|
|
Describe the Territory Management feature
|
|
Describe Advanced Currency Management
|
|