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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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Agentforce Service Console workspace

Explainer

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Practice Question

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Next conceptCase Feed actions for agent-customer communication

Checklist progress

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0 of 215 concepts learned

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Prepare for the Exam

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Study Community

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Explainer

The Service Console workspace is the Lightning screen where support agents work cases, customers, and related records without leaving one app. Split view keeps a case list beside workspace tabs and subtabs so an agent can handle several cases on a single screen, and a preconfigured three-column layout puts case, customer, feed, and knowledge in front of them. Administrators customize Salesforce's standard Lightning Service Console instead of upgrading a Classic console from Setup.

Core information
  • Lightning Service Console is the standard Lightning Experience console app for service work, and it is available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions with Service Cloud.
More details and nuances
  • You cannot upgrade a Salesforce Classic console app to Lightning Experience from Setup; recreate it in Lightning if you must, but customizing the Salesforce-provided Service Console is faster.