Salesforce.com®: Administrator
Course Specifications
Course Number: 
095100
Course Length: 
5 days
Course Description
Overview: 
Whether you are a new Salesforce® system administrator or have been managing Salesforce for some time, you probably realize that a big part of the job is receiving and acting on requests from management or other Salesforce users to modify the system to meet the needs of the users and the company. The nature of Salesforce is such that there are almost always several ways to accomplish these types of modifications, so how will you know that you're taking the right approach and really providing the support that is needed? 
By completing this course, you will identify information about the five native business processes every company can manage using Salesforce, regardless of the License Edition. You will also gain insight into each of the functional groups of users (Inside Sales, Outside Sales, Marketing, Customer Support, and Management), and you will establish patterns of critical thinking that can help you to ensure that you are indeed taking the right approach and providing the necessary support for each request you receive. Ultimately, completing this course enables you to be a vital resource for knowing how to configure the system in a manner that also allows the extraction of intelligence needed to measure and improve the company's key performance indicators. 
Course Objectives:
Upon successful completion of this course, students will be able to manage a Salesforce implementation by using SMART administration principles. 
You will: 
•	Identify the basic components of SMART administration for Salesforce.com.
•	Design Opportunity objects.
•	Implement and manage Opportunity objects.
•	Design Lead objects.
•	Implement and manage Lead objects.
•	Design and implement Account management.
•	Design and implement Contact management.
•	Design Case management.
•	Implement Case management.
•	Manage Campaigns.
•	Configure the user interface.
•	Implement security.
•	Create views, reports, and dashboards.
•	Manage administration setup.
Target Student: 
This course is designed to help Salesforce system administrators fulfill the typical responsibilities expected for both the implementation of a new org and for the maintenance and improvement of an existing org. The target student is often an existing Sales, Administrative, or Operations support employee, an employee in the IT department who is given the additional responsibilities of Salesforce system administration, or an external consultant who has been engaged to provide administrative support for an organization. 
Prerequisites: 
To ensure your success in this course, you should possess end-user skills such as creating and managing opportunities, or have basic administrative experience such as setting up or managing the Sales Cloud® (Accounts, Contacts, opportunities, and so forth). You can obtain this level of skills and knowledge by taking the following Logical Operations course: 
Salesforce.com® for Sales Representatives 
Course-specific Technical Requirements
Hardware
For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations: 
•	1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
•	1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
•	16 GB available hard disk space (32-bit) or 20 GB (64-bit)
•	CD or DVD drive
•	Keyboard and mouse (or other pointing device)
•	1024 x 768 resolution monitor recommended
•	Network cards and cabling for local network access
•	Internet access (contact your local network administrator)
•	Projection system to display the instructor's computer screen
Software
Each computer will need to have Microsoft® Windows® 8 installed, at least one web browser, and Internet access. 
Salesforce.com runs on the latest version of all major operating systems browsers. Browser Comments Google Chrome™, most recent stable version Google Chrome applies updates automatically. Salesforce.com makes every effort to test and support the most recent version. There are no configuration recommendations for Chrome. Google Chrome Frame™ plug-in for Microsoft® Internet Explorer® 6 and 7 Supported plug-in for Internet Explorer 6 and 7 only. Google Chrome Frame applies updates automatically. Salesforce.com supports only the most recent version. Mozilla® Firefox®, most recent stable version Salesforce.com makes every effort to test and support the most recent version of Firefox. Microsoft® Internet Explorer® versions 7, 8, 9, or 10 If you use Internet Explorer, we recommend using the latest version. Apply all Microsoft software updates. Apple® Safari® versions 5.x and 6.x on Mac OS® X There are no configuration recommendations for Safari. 
For all browsers, you must enable JavaScript, cookies, and SSL 3.0.
Course Content
Lesson 1: Introduction to Salesforce.com SMART Administration 
Topic A: The Salesforce.com Data Model 
Topic B: SMART Administration Principles 
Lesson 2: Designing the Opportunity Object 
Topic A: Introduction to Opportunity Management 
Topic B: Design the Opportunity Stages 
Topic C: Design Opportunity Contact Roles 
Topic D: Design Opportunity Record Types 
Topic E: Design Opportunity Products and Price Books 
Lesson 3: Implementing and Managing Opportunity Objects 
Topic A: Implement Opportunity Fields 
Topic B: Implement OCRs 
Topic C: Create Opportunity Record Types 
Topic D: Implement and Maintain Products and Price Books 
Topic E: Create and Test Validation Rules 
Topic F: Create and Test Workflows and Workflow Actions 
Topic G: Implement Update Reminders 
Topic H: Implement the Similar Opportunities Function 
Topic I: Create a Big Deal Alert 
Topic J: Implement Opportunity Teams 
Lesson 4: Designing the Lead Object 
Topic A: Introduction to Lead Management 
Topic B: Design the Lead Sources 
Topic C: Design the Lead Conversion Protocol 
Topic D: Design Lead Assignment Rules 
Topic E: Design a Web-to-Lead Form 
Lesson 5: Implementing and Managing Lead Objects 
Topic A: Implement Lead Fields 
Topic B: Implement the Lead Assignment Rule 
Topic C: Implement a W2L Form 
Lesson 6: Designing and Implementing Account Management 
Topic A: Design Account Management 
Topic B: Implement Account Management 
Lesson 7: Designing and Implementing Contact Management 
Topic A: Design Contact Management 
Topic B: Implement Contact Management 
Lesson 8: Designing Case Management 
Topic A: Introduction to Case Management 
Topic B: Design the Case Origins 
Topic C: Design Case Assignment Rules 
Topic D: Design a Web-to-Case Form 
Lesson 9: Implementing Case Management 
Topic A: Implement Case Fields 
Topic B: Implement Case Assignment Rules 
Topic C: Implement a W2C Form 
Lesson 10: Planning and Implementing Campaign Management 
Topic A: Plan Campaign Management 
Topic B: Implement Campaign Management 
Lesson 11: Configuring the User Interface 
Topic A: Configure User Interface Settings 
Topic B: Customize the Home Page 
Topic C: Create Apps for Users 
Topic D: Configure Search 
Topic E: Create Page Layouts 
Lesson 12: Implementing Security 
Topic A: Establish Organization-Wide Sharing Defaults 
Topic B: Create Sharing Rules 
Topic C: Configure Roles 
Topic D: Configure Profiles 
Lesson 13: Configuring Views, Reports, and Dashboards 
Topic A: Create Views 
Topic B: Create and Manage Reports 
Topic C: Create Dashboards 
Lesson 14: Managing Administration Setup 
Topic A: Manage Users 
Topic B: Manage the Company Profile 
Topic C: Manage Data