Certificate no
Lessons 71
Course Content

Salesforce started as a cloud based solution for CRM. CRM stands for Customer Relationship Management. It involves managing all aspects of relationship between an organization and its customers. For example, the contact details of the customer, the deals that are in progress or already completed, the support requests from a customer or a new lead from a new customer. Beyond the customer related information, it also involves storing and managing the details of the people and the concerned department from the seller organization that is managing the customer’s account and needs. This makes it easy to manage and enhance the relationship with the customer and hence better growth for the organization.Contact Management

To view customer contact details, activity history, customer communications, and internal account discussions, etc. In short, it manages all the data pertaining to the contact with a customer.

Opportunity Management

It provides the details of the stage a deal is in, the products involved in the deal, the quotation for the deal etc. In short it manages all the data that helps in identifying, progressing and closing a deal.

Salesforce Engage

This feature is focused on making personalized contact with a customer for various campaigns designed by the marketing team. It also provides real-time sales alerts based on the level of engagement with a customer.

Sales Collaboration

This feature helps in quickly finding experts who can help in closing a deal based on customer queries and feedback. In short, it helps in bringing in a collaborative effort to engage an entire team in the deal and make the deal happen.


Following are the different features of the Salesforce platform −


Introduction to Indentify Confirmation
Activating your Computer
User Interface Settings
Admin Permissions
UI Options
Organization Administration
Language, Locale, Fiscal Year
Currency Management
Creating Profiles
Creating Custom Fields
Defining Dependent Picklists\
Customizing Lookup Fields and Formula
Customizing Page Layouts and Related
Record Types and Business Processes
Field Level Security
Login Hours and IP Restrictions
Security and Access


Creating Users
Understanding Record Ownership and
Organization Wide Defaults
Role Hierarchy
Mass Transfer Records
Sharing Rules
Manual Sharing and Team Sharing
Folder Access
Defining Workflow
Creating Workflow Rules with Tasks, Alerts
and Field Updates
Planning an Approval Process
Creating an Approval Process
Testing an Approval Process
Data Validation
Defining Salesforce Data Validation
Creating Custom Validation Rules
Defining Custom Field Properties
Data Utilities


Import Overview

Import using Application Import Wizard

Update using Apex Data Loader


Mass Delete
Weekly Data Export
Understanding Storage (attachments,
documents, and records)
Understanding Different Types of Reports
Creating Custom Reports
Advanced Filters
Custom Highlighting
Custom Summary Formulas
Extending Salesforce
Custom Object Relationships
Creating Custom Objects
Custom Tabs
Rollup Summary Fields
Creating Custom Apps

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