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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.
Audience:
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 course:
Course duration:
5 days
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 outline:
lessson 1: Introduction to Salesforce.com SMART Administration
Topic A: The Salesforce.com Data Model
Topic B: SMART Administration Principles
lessson 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
lessson 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
lessson 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
lessson 5: Implementing and Managing Lead Objects
Topic A: Implement Lead Fields
Topic B: Implement the Lead Assignment Rule
Topic C: Implement a W2L Form
lessson 6: Designing and Implementing Account Management
Topic A: Design Account Management
Topic B: Implement Account Management
lessson 7: Designing and Implementing Contact Management
Topic A: Design Contact Management
Topic B: Implement Contact Management
lessson 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
lessson 9: Implementing Case Management
Topic A: Implement Case Fields
Topic B: Implement Case Assignment Rules
Topic C: Implement a W2C Form
lessson 10: Planning and Implementing Campaign Management
Topic A: Plan Campaign Management
Topic B: Implement Campaign Management
lessson 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
lessson 12: Implementing Security
Topic A: Establish Organization-Wide Sharing Defaults
Topic B: Create Sharing Rules
Topic C: Configure Roles
Topic D: Configure Profiles
lessson 13: Configuring Views, Reports, and Dashboards
Topic A: Create Views
Topic B: Create and Manage Reports
Topic C: Create Dashboards
lessson 14: Managing Administration Setup
Topic A: Manage Users
Topic B: Manage the Company Profile
Topic C: Manage Data
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