Exam Objectives: Administrator

The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.

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
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