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Salesforce.com is a cloud computing and social enterprise software-as-a-service (SaaS). Its cloud platforms and applications, includes Salesforce customer relationship management (CRM) product, which is composed of Sales Cloud, Service Cloud, Marketing Cloud, Force.com, Chatter and Work.com. Sales Cloud manages contact information and integrates social media and real-time customer collaboration through Chatter. Service Cloud includes a call center-like case tracking feature and a social networking plug-in for conversation and analytics. Marketing Cloud offers Radian6, a social media monitoring and marketing application. Force.com, the company’s platform-as-a-service (PaaS) product, allows software developers to create Salesforce.com add-on applications. Work.com offers Rypple, a social human resource (HR) performance management platform.

Course Structure

Security Confirmation

  • Activate your computer for Salesforce.com CRM


  • Set up Admin options & User Interface

Organization Administration of Salesforce.com CRM

  • Set your organization’s language & locale
  • How to Manage organization’s currency

Customization in Salesforce.com CRM

  • How to Create custom profiles & custom fields
  • How to Define dependent picklists
  • How to Customize lookup fields & formula fields
  • How to Customize page layouts
  • Customize standard related lists
  • Learn about record types & business processes
  • Use field-level security

Security & Access in Salesforce.com CRM

  • How to Create & manage your users
  • How to Set organization-wide defaults
  • Learn about record access
  • How to Create the role hierarchy
  • Learn about role transfer & mass transfer functionality
  • Learn about the Sharing model
  • Manually share records
  • Set up opportunity team selling & account teams
  • Learn about folder access

Workflow in in Salesforce.com CRM

  • How to Define workflow
  • How to Set up workflow rules
  • How to Set up workflow tasks & alerts

Workflow Approvals

  • Plan approvals using workflow
  • How to use the approval wizard – standard vs. jump start
  • Create workflow approvals

Data Validation in Salesforce.com CRM

  • Learn about Salesforce CRM data validation
  • Create data validation rules
  • Learn about custom field unique and duplicate properties
  • Execute an initial import
  • Update via the import wizard

Data Utilities for Import and Manage Data

  • Importing overview
  • Learn about import solutions & custom object records using the data loader
  • How to use mass delete
  • Initiate weekly export
  • How to use storage

Analytics & Reports in Salesforce.com CRM

  • Create custom reports
  • How to use advanced filters
  • How to use conditional highlighting
  • How to use custom summary formulas
  • How to use dashboards

Marketing Administration

  • Terminology overview
  • Use the Integrated Campaign Builder
  • Learn about lead assignment setup
  • Learn Web-to-lead & auto-response rules

Service & Support Administration

  • Learn about case escalation
  • Identify solution categories, & suggested solutions
  • How to set up the self-service portal
  • Mass manage self-service portal users

Administration Console

  • Navigate the Administration Console
  • How to create a Administration Console

Extending Salesforce CRM

  • What are custom objects
  • Learn about custom tabs
  • Learn about custom Web tabs
  • Build a custom app

The AppExchange

  • What is the AppExchange
  • How to install an app
  • How to delete an app

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