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  3. Platform Administrator II

Platform Administrator II

Checklist progress

0/215Learned

Platform Administrator II

Study Checklist

  • Platform Administrator
  • Platform App Builder
  • Platform Foundations
  • Platform Developer
  • Platform Administrator II
  • Agentforce Sales Consultant
  • Agentforce Service Consultant
  • Platform Data Architect
  • Platform Development Lifecycle and Deployment Architect
  • Platform Identity and Access Management Architect
  • Platform Integration Architect
  • Platform Sharing and Visibility Architect
  • Heroku Architect
  • B2C Solution Architect
  • Experience Cloud Consultant
  • Agentforce Field Service and Operations Consultant
  • Agentforce Nonprofit Consultant
  • Data 360 Consultant
  • Omnistudio Consultant
  • CRM Analytics and Einstein Discovery Consultant
  • Platform User Experience Designer
  • Platform Strategy Designer
  • B2C Commerce Developer
  • JavaScript Developer
  • Omnistudio Developer
  • Platform Developer II
  • Marketing Cloud Engagement Administrator
  • Marketing Cloud Engagement Specialist
  • Marketing Cloud Engagement Consultant
  • Agentforce Sales Foundations
  • Business Analyst
  • Marketing Cloud Engagement Developer
  • Marketing Cloud Engagement Foundations
  • Agentforce Specialist
  • Agentforce Life Sciences Consultant
  • B2B Commerce Administrator AP
  • B2B Commerce Developer AP
  • Agentforce Consumer Goods AP
  • Agentforce Financial Services AP
  • Agentforce Health AP
  • Agentforce Manufacturing AP
  • MuleSoft Integration Foundations
  • MuleSoft Developer
  • MuleSoft Developer II
  • MuleSoft Platform Integration Architect
  • MuleSoft Platform Architect
  • Tableau Desktop Foundations
  • Tableau Data Analyst
  • Tableau Consultant
  • Tableau Server Administrator
  • Tableau Architect

Checklist progress

0/215Learned

  • Organization-wide defaults versus role hierarchy access
  • Field-level security versus page layout visibility
  • Grant Access Using Hierarchies on custom objects
  • Controlled by Parent access on child records
  • Sharing rules as additive record access
  • Owner-based versus criteria-based sharing rules
  • Manual sharing behavior on ownership transfer
  • Implicit sharing on parent-child records
  • Account team access versus consolidated record access
  • Report and dashboard folder sharing
  • Email template folder access
  • Territory Management default record access
  • Territory membership versus role hierarchy access
  • Standard versus custom profile editability
  • Additive permission set grants versus profile baseline
  • When to use a permission set instead of a new profile
  • Profile-only settings versus permission set capabilities
  • Permission set groups for job functions
  • Session-based permission sets for temporary access
  • When to use delegated administration
  • Delegated administration capabilities and limits
  • Organization versus profile password policies
  • Organization versus profile login hours
  • Trusted IP ranges versus profile login IP ranges
  • Identity verification and device activation
  • Multi-factor authentication requirements
  • Session security and high-assurance sessions
  • My Domain login policies
  • Freezing versus deactivating a user
  • SAML single sign-on as service provider
  • Delegated authentication versus SAML
  • Social sign-on versus single sign-on
  • Login flows after authentication
  • Certificate-based user authentication
  • Business accounts versus Person accounts
  • Person account enablement prerequisites
  • Business account to Person account conversion
  • Contacts to Multiple Accounts versus a single parent account
  • Contacts to Multiple Accounts setup
  • Direct versus indirect account-contact relationships
  • Contacts to Multiple Accounts considerations
  • Sharing implications of Person accounts and related contacts
  • Custom objects versus fields on standard objects
  • Master-detail versus lookup for object extension
  • Lookup field deletion behaviors
  • Converting master-detail relationships to lookups
  • Multilevel master-detail and subdetail records
  • Junction objects for many-to-many models
  • Junction object primary master and sharing
  • Related lists for related object data
  • Record types for picklists and business processes
  • Record type profile availability and defaults
  • Schema Builder for data model changes
  • Object Creator for extending objects
  • Lightning App Manager branding and navigation
  • Lightning page types in App Builder
  • Lightning App Builder versus page layout editor
  • Standard Lightning page components
  • Lightning page activation and assignment
  • Dynamic Forms versus Record Detail
  • Dynamic Forms migration and limitations
  • Dynamic related lists in Lightning App Builder
  • Lightning console apps versus standard apps
  • Lightning pages for console apps
  • Lightning page Analyze button
  • Setup Audit Trail for configuration change history
  • Debug logs for transaction and automation troubleshooting
  • Field data classification for compliance policies
  • Field Audit Trail for compliance retention
  • Shield Platform Encryption for data at rest
  • Deterministic versus probabilistic encryption
  • Platform Encryption key management
  • Sandbox data masking and anonymization
  • Data Mask masking types
  • Sandbox seeding versus full-copy masking
  • Security Health Check review and remediation
  • Reviewing effective user access
  • Release Updates affecting system access
  • Troubleshooting unexpected access from security settings

Describe the features of Salesforce which enable Sales users to conduct the sale process, including products, price books, schedules, orders, and quotes

0/10

  • Products versus price books in the sales catalog
  • Standard Price Book versus custom price books
  • Opportunity price book and opportunity products
  • Quantity versus revenue product schedules
  • Quotes created from opportunities
  • Quote sync with opportunity products
  • Order Settings and enabling orders
  • Creating orders from quotes and opportunities
  • Activated orders versus reduction orders
  • Removing products and price books

Distinguish and understand the implications and capabilities of Forecasting and Territory Management

0/14

  • Pipeline forecast types
  • Forecast categories and stage mapping
  • Forecast quotas, periods, and fiscal year
  • Forecasts hierarchy for role-based rollups
  • Manager judgments in pipeline forecasts
  • Pipeline forecast submissions
  • Territory types and hierarchy
  • Territory model states
  • Account assignment rules versus manual assignment
  • Opportunity assignment to territories
  • Territory hierarchy versus role hierarchy
  • Territory administration permissions
  • Role-based versus territory-based forecasts
  • Territory forecast manager assignment

Explain how to create and maintain Salesforce Knowledge

0/7

  • Lightning Knowledge enablement
  • Lightning Knowledge user access
  • Knowledge article record types and page layouts
  • Data category groups and category hierarchy
  • Data category visibility
  • Knowledge article lifecycle
  • Knowledge article import

Explain how to create and maintain service entitlements and entitlement processes

0/13

  • Entitlements versus entitlement processes versus milestones
  • Entitlement models for accounts, contacts, assets, and contracts
  • Entitlement Management enablement and lookup filters
  • Creating and maintaining entitlement records
  • Service contracts with related entitlements
  • Entitlement templates for products and assets
  • Entitlement process timelines, entry, and exit
  • Support milestones on entitlement processes
  • Milestone warning, violation, and success actions
  • Business hours in entitlement milestone timing
  • Case and work order movement through entitlement processes
  • Entitlement verification and Milestone Tracker on cases
  • Entitlement process versioning

Describe the features of Salesforce which enable interaction between support agents and customers

0/6

Agentforce Service Console workspace

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Case Feed actions for agent-customer communication

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Chat and Enhanced Chat for customer conversations

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Omni-Channel routing and agent capacity

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Experience Cloud sites for customer self-service

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Site Case Feed for Experience Cloud members

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Given a scenario, understand the standard Salesforce suite of products that enable extending the core platform

0/4

  • Sales, Service, Marketing, and Commerce product fit
  • Salesforce edition and suite implications
  • Salesforce Foundations bundled capabilities
  • Experience Cloud as a platform extension
  • Data quality assessment and management plans
  • Field data types for data quality
  • Picklist administration for data quality
  • Validation rules versus formula fields for data quality
  • Matching rules versus duplicate rules
  • Merging duplicate records
  • Duplicate jobs and duplicate record sets
  • Record data enrichment tools
  • In-org archival and mass delete
  • Custom report types versus standard report types
  • Cross filters versus field filters
  • Report bucket fields versus formula fields
  • Custom summary formulas versus row-level formulas
  • Complex report and dashboard charting
  • Joined reports versus a single report type
  • When to use reporting snapshots
  • Dashboard filters versus cloned dashboards
  • Dynamic dashboards versus specified running user
  • Data backup versus data archive
  • Native data export versus third-party backup
  • Data warehouses and data lakes for off-platform data
  • Big objects versus Salesforce Connect versus Heroku Connect
  • Salesforce Connect adapter selection
  • External lookup versus indirect lookup relationships
  • Salesforce Connect feature support and limitations
  • Data Import Wizard versus Data Loader
  • Data Import Wizard matching options
  • External ID matching for upserts
  • Relating imported records with External IDs
  • Sandbox types and what they copy from production
  • Sandbox refresh implications
  • Sandbox copy versus change set deployment
  • Managed versus unmanaged packages
  • Change sets versus packages for unrelated orgs
  • Deployment connections for change sets
  • Outbound versus inbound change sets
  • Permissions to upload and deploy change sets
  • Components available in change sets
  • Change set coverage for data and destructive changes
  • Dependent components in change sets
  • Profile settings and permission sets in change sets
  • Inbound change set validation versus deployment
  • Apex tests when deploying change sets
  • Flow versus Process Builder and Workflow Rules
  • Flow versus Apex for business automation
  • Screen Flow versus record-triggered Flow
  • Record-triggered versus scheduled Flow
  • Formula fields versus Flow
  • Formula fields combined with Flow
  • Approval processes versus Flow for record review
  • Classic approval processes versus Flow approvals
  • Approval processes combined with Flow
  • Flow Orchestration versus Flow Builder
  • Migrate to Flow versus rebuilding automation
  • Flow tests versus Flow Debugger
  • Flow fault paths and error emails
  • Monitoring flow and orchestration runs
  • Debug logs for declarative automation
  • Declarative automation that never ran
  • Delayed and waiting automation diagnosis
  • Process Builder and workflow failure diagnosis
  • Classic approval process troubleshooting
  • Flow approval process troubleshooting
  • Orchestration run details and debug modes
  • Screen flow input, navigation, and Lightning page placement
  • Before-save versus after-save record-triggered flow capabilities
  • Flow create update and delete versus Workflow and Process Builder
  • Scheduled paths versus time-dependent workflow actions
  • Workflow rule remaining actions and limitations
  • Classic approval process steps actions and record locking
  • Flow approval processes versus Classic approval processes
  • Flow interview bulkification and transaction limits
  • System validation versus custom validation in the save order
  • Before-save versus after-save record-triggered Flow timing
  • Duplicate-rule block actions versus later automation
  • Assignment and auto-response rules versus later automation
  • Record-triggered Flow trigger order on one object
  • Process Builder and after-save flows in the late save window
  • Workflow field updates re-entering the save order
  • Roll-up summary parent updates re-entering the save order
  • Approval field updates re-entering the save order
  • After-commit emails and scheduled paths versus in-save automation

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Omni-Channel routing and agent capacity

Explainer

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Practice Question

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Next conceptExperience Cloud sites for customer self-service

Checklist progress

0/215 (0%)

0 of 215 concepts learned

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Prepare for the Exam

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Study Community

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Explainer

Omni-Channel pushes incoming service work to a qualified, available support rep instead of leaving reps to pick records from a queue. It exists so the most important work goes out first without overloading anyone: each item has a size, each rep has a capacity and a presence status for one or more channels, and routing uses those together. Administrators control that mix with queues, routing configurations, presence, and, when the path is not a straight queue, Omni-Channel flows.

Core information
  • A work item is ready for Omni-Channel only after it is assigned to a queue that has a routing configuration. The routing configuration is the rule sheet for that queue: how large each item is, how urgent the queue is compared with other queues, and whether Omni-Channel should prefer the Least Active or Most Available rep.
More details and nuances
  • If a work item’s size is not smaller than the values set for primary and interruptible capacities, Omni-Channel can never route that item. A voice call consumes 100 percent of a rep’s capacity whether you specified units or a percentage, so that rep cannot take another concurrent item. When size is stored as units, Omni-Channel still converts remaining primary and interruptible capacity to percentages before it decides.