📖 About this Domain
This domain covers the core functionalities of Salesforce Service Cloud. It emphasizes case management and the automation tools that support customer service processes. Key features include the Service Console, Salesforce Knowledge, and entitlement management.
🎓 What You Will Learn
- You will learn the capabilities of case management, including case assignment rules, escalation rules, and auto-response rules.
- You will learn the features of the Service Console and how it enhances support agent productivity.
- You will learn the lifecycle of Salesforce Knowledge, from article creation to resolution.
- You will learn how to configure entitlement management and milestones to enforce service-level agreements (SLAs).
🛠️ Skills You Will Build
- You will build the skill to configure case queues and automation rules to manage the case lifecycle.
- You will build the ability to customize the Service Console layout for optimal agent efficiency.
- You will build proficiency in setting up and managing a Salesforce Knowledge base with article types and data categories.
- You will build the competence to implement entitlement processes to track customer support levels.
💡 Top Tips to Prepare
- Practice configuring case automation tools like assignment, auto-response, and escalation rules in a developer org.
- Get hands-on experience customizing the Service Console, including its layout and utility bar components.
- Understand the end-to-end process of Salesforce Knowledge, including article versions and publishing.
- Distinguish between the functions of entitlements, service contracts, and milestones for SLA management.
📖 About this Domain
This domain covers managing your org's data and analytics. You will handle data import, export, and quality, and configure reports and dashboards to visualize key performance indicators.
🎓 What You Will Learn
- Learn the capabilities and use cases for data management tools like the Data Import Wizard and Data Loader.
- Understand methods for maintaining data quality, including validation rules and duplicate management.
- Explore how to build reports using different report types, formats, and the report builder.
- Discover how to create and modify dashboards using various components and data sources.
🛠️ Skills You Will Build
- Executing mass data operations for data migration, updates, and backups.
- Implementing data quality strategies to ensure data integrity and accuracy within the org.
- Constructing custom reports with complex filters, groupings, and formulas for business analysis.
- Designing dynamic dashboards to provide stakeholders with actionable, real-time insights.
💡 Top Tips to Prepare
- Get hands-on practice with both Data Loader and the Data Import Wizard to know when to use each tool.
- Master the report builder, focusing on report formats, cross-object filters, and bucketing.
- Understand how the role hierarchy and sharing rules impact report and dashboard visibility.
- Build multiple complex reports and dashboards in a Trailhead Playground to solidify your knowledge.
📖 About this Domain
This domain focuses on the Salesforce declarative data model, covering the architecture of standard and custom objects. It also details how to build and customize user interfaces using the Lightning App Builder and page layouts.
🎓 What You Will Learn
- Describe the standard object architecture and relationship model.
- Explain how to create, delete, and customize fields, page layouts, and record types on standard and custom objects.
- Determine the appropriate object relationships to create for specific business requirements, including lookup, master-detail, and many-to-many.
- Understand how to build and configure Lightning record pages, app pages, and home pages for different apps and profiles.
🛠️ Skills You Will Build
- Configure custom objects, fields, and page layouts to build a functional data model.
- Implement master-detail and lookup relationships to connect objects within your schema.
- Design dynamic user interfaces using the Lightning App Builder with standard and custom components.
- Manage user data access and experience by assigning record types and page layouts to profiles.
💡 Top Tips to Prepare
- Master the differences between master-detail and lookup relationships, focusing on cascading deletes, security inheritance, and roll-up summary fields.
- Get hands-on practice creating various custom field types and understand their specific data validation and property settings.
- Use a Developer Org to build and assign Lightning record pages, paying close attention to component visibility rules.
- Clearly understand how record types and page layouts work together to provide different business processes and views to users.
📖 About this Domain
This domain covers the standard objects and functionality of the Sales and Marketing Clouds. It focuses on the sales process, from lead management and conversion to opportunity management, products, price books, and quotes.
🎓 What You Will Learn
- You will learn the standard sales process, including the relationships between leads, accounts, contacts, opportunities, products, and price books.
- You will learn to identify the appropriate sales productivity features, such as opportunity Kanban, opportunity splits, and forecasting.
- You will learn the capabilities of lead automation tools like web-to-lead, lead assignment rules, and auto-response rules.
- You will learn the features of campaign management, including campaign hierarchies, campaign members, and campaign influence.
🛠️ Skills You Will Build
- You will build the skill to configure the lead and opportunity processes to align with specific business requirements.
- You will build the ability to implement and manage products, price books, and quotes to support the sales lifecycle.
- You will build proficiency in setting up marketing campaigns to track ROI and lead generation effectiveness.
- You will build the capability to enable and configure sales productivity tools to improve sales team efficiency.
💡 Top Tips to Prepare
- Master the lead conversion process, including the mapping of custom lead fields to standard and custom object fields.
- Understand the data model and object relationships between Opportunity, Opportunity Product, Product, and Price Book.
- Practice configuring lead assignment rules and web-to-lead to automate lead capture and distribution scenarios.
- Differentiate between the capabilities of various forecasting types and understand how opportunity stages impact forecast categories.
📖 About this Domain
This domain covers the automation of standard internal business processes using Salesforce's declarative tools. You will learn to select, configure, and manage the appropriate automation solution based on specific business requirements. It focuses on streamlining tasks and enforcing procedural steps without custom code.
🎓 What You Will Learn
- Identify the appropriate automation solution like Flow or Approval Processes based on a given business scenario.
- Understand the capabilities of Salesforce Flow for automating complex processes, including record-triggered and screen flows.
- Learn the components of an approval process, including entry criteria, approvers, and approval actions.
- Recognize the implications of automation on the order of execution and data operations.
🛠️ Skills You Will Build
- Configuring record-triggered flows to automate actions like field updates, email alerts, and task creation.
- Building multi-step approval processes with dynamic approvers and rejection paths.
- Troubleshooting automation errors by reviewing debug logs and understanding process limitations.
- Evaluating existing business processes to determine the most efficient declarative automation tool.
💡 Top Tips to Prepare
- Prioritize learning Salesforce Flow as it is the core automation tool and is heavily tested.
- Practice building automation scenarios in a Trailhead Playground to understand how actions and criteria work.
- Memorize the specific capabilities and limitations of each automation tool, especially Flow versus Approval Processes.
- Understand the order of execution to predict how multiple automation rules on the same object will interact.
📖 About this Domain
This domain covers the foundational setup of a Salesforce organization. You will configure company-wide settings, manage the user interface, and perform essential user setup tasks.
🎓 What You Will Learn
- How to configure company settings including company information, fiscal year, business hours, and currency management.
- The process for customizing the user interface using list views, page layouts, and global UI settings.
- The steps to set up and maintain users, including understanding user licenses, profiles, and login access policies.
- The distinction between standard and custom objects and how to manage apps, tabs, and object properties.
🛠️ Skills You Will Build
- Configuring org-wide defaults, locale settings, and multiple currencies to match business requirements.
- Modifying page layouts and record types to control data visibility and user experience on record pages.
- Creating users, assigning appropriate licenses and profiles, and troubleshooting user login issues.
- Navigating the Setup menu to efficiently manage the declarative aspects of the Salesforce platform.
💡 Top Tips to Prepare
- Gain hands-on experience in a Developer Org by navigating the Setup menu and locating key configuration options.
- Memorize the implications of different user license types and how they grant access to features.
- Practice creating and modifying page layouts and record types to understand their relationship and impact.
- Understand the components of company information and the consequences of modifying the fiscal year.
📖 About this Domain
This domain covers the configuration of features that improve user efficiency and teamwork. It focuses on the capabilities of Activities, Chatter, the Salesforce Mobile App, and the AppExchange. Mastery of these tools is essential for driving user adoption and business productivity.
🎓 What You Will Learn
- You will learn the capabilities and use cases for managing Activities, including tasks, events, and calendars.
- You will learn the features of Chatter for collaboration, such as feeds, groups, and publisher actions.
- You will learn the declarative customization options available for the Salesforce Mobile App, including navigation and layouts.
- You will learn the use cases for AppExchange applications to extend Salesforce functionality.
🛠️ Skills You Will Build
- You will build the skill to configure Activity settings and activity timeline layouts for various objects.
- You will build the ability to set up and manage Chatter groups, feed tracking, and notifications to foster collaboration.
- You will build proficiency in customizing the Salesforce Mobile App experience using mobile-specific page layouts and global actions.
- You will build the capability to identify and install appropriate AppExchange packages to meet business requirements.
💡 Top Tips to Prepare
- Practice configuring global actions and publisher actions to understand their impact on user productivity.
- Use a developer org to customize the mobile navigation menu and compact layouts for different user profiles.
- Understand the differences between Chatter group types and the implications of feed tracking on key objects.
- Familiarize yourself with the process of finding, evaluating, and installing an AppExchange package in a sandbox environment.
Premium Access Includes
- ✓ Quiz Simulator
- ✓ Exam Mode
- ✓ Progress Tracking
- ✓ Question Saving
- ✓ Flash Cards
- ✓ Drag & Drops
- ✓ 3 Months Access
- ✓ PDF Downloads