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Course content:

CRM CONCEPTS
  • What is CRM?
  • Common business issues faced by companies today.
  • How CRM can help?
  • What CRM brings to business?
  • Evolution of CRM
  • Business value of CRM
  • What CRM means to you as a user?
  • Customers benefiting from CRM
  • A view of available of CRM products from IT industry
Sales Cloud Concepts
  • Home page, Tabs, Apps, Tab Home Pages, Record, Detail Page, Related lists and Sidebar
  • Understanding Leads and Opportunities
  • How CRM can help?
  • Adding A Lead
  • Adding An Account
  • Edit An Account Record
  • Adding A Product To An Opportunity
  • Sales ID
  • Adding A Task
  • Connect To Microsoft Outlook
  • Send And Add An Email
  • Logging A Call
  • Document Tab
  • Web to lead
  • Web to case
  • Assignment Rules
  • Auto response Rules
  • Sales automation
  • Converting A Lead
  • Team Contacts
  • Adding An Opportunity
  • Creating A View
  • Activity History
  • Submitting A Case
  • Campaigns Partner Roles Portals
  • Communities
Standard SFDC Applications
  • CRM Content
  • Chatter
  • Knowledge
  • Entitlements & Service Contracts
  • Answers
  • Mobile
  • Customer Portal Partner Portal
  • Force.com Sites
Sales force.com Overview
  • Overview of products
  • Sales cloud and jigsaw
  • Service cloud and Remedyforce
  • Social Chatter and Radian6
  • Custom Force.com, Database.com, Heroku
  • App exchange
  • Editions and pricing
Service Cloud Concepts Create Case
  • Researching and Resolving Cases
  • Communicating the Outcome
  • Automate case management
  • Capturing and associating cases efficiently
  • Helping customers helping themselves
  • Improving productivity
  • Manage Cases
Security
  • User Security and Authentication
  • Session Security Network
  • Security Security Tokens
  • Data Security
Standard Objects
  • Account
  • Person Account
  • Contact
  • Lead
  • Campaign
  • Opportunity
  • Quote
  • Product and Price Bank
  • Case
  • CRON Trigger
  • Managing Users
    • Profiles
    • Roles
    • Groups
    • Queues
    • Permission Sets
    Securing and Sharing Data
    • Object-Level Security
    • Field- Level Security
    • Record-Level Security
    • Field Accessibility
    • Record Types
    Automate Business Process
  • Formulas
  • Syntax
  • Object Formulast
  • Where Do I Use Them?
  • Workflows &Business Rules
  • Visualforce
  • Limitations
  • Best Practices
  • Predefined Function and experiment
  • Going Global
    • Divisions
    • Locale
    • Currencies
    • Advanced currency Management
    • Translating the User Interface
    • Import
    • Export
    Using Analytics
    • Running Dynamic Reports
    • Custom Report Types
    • Dashboards
    • Analytic Snapshots
    Overriding Link
    • Import Data wizard
    • APEX Data Loader
    • From Command Prompt
    Monitoring your Org
  • Debug Logs
  • Email Logs
  • Login History
  • View Setup Audit Trail
  • Time-based Workflow
  • Scheduled Job
  • Outbound Messages
  • Apex Job Queue
  • Import Queue
  • Mass Email Queue
  • Case Escalation Rule Queue
  • Entitlement Process Queue
  • Bulk Data Load Jobs
  • Advanced Topics:
    • Work.com
    • Global Actions
    • Knowledge Apps
    • 2 CRM Projects
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