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Platform Administrator

Checklist progress

0/282Learned

Platform Administrator

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

0/282Learned

  • Company Information page contents
  • Organization default locale language and time zone
  • Standard versus custom fiscal year
  • Business hours and holidays
  • Multi-currency enablement and corporate currency
  • Advanced Currency Management and dated exchange rates
  • User Interface setup options
  • Lightning apps in App Manager
  • App Menu and App Launcher visibility
  • List view filters and display
  • List view sharing and visibility
  • Global actions versus object-specific actions
  • Lightning page types in App Builder
  • Lightning record pages versus page layouts
  • Customizing Lightning pages in App Builder
  • Compact layouts for the highlights panel
  • Dynamic Forms on Lightning record pages
  • Lightning page component visibility rules
  • Lightning page activation and assignment
  • Username uniqueness across Salesforce
  • User locale language time zone and currency
  • User working hours versus organization business hours
  • User license types and their capabilities
  • User license assignment and recovery
  • Feature license assignment on users
  • User deactivation versus deletion
  • Effects of deactivating a user
  • Freezing a user versus deactivation
  • Password reset and account unlock
  • Login-as and grant login access
  • User login methods and identity options
  • My Domain org login URL
  • Organization and profile password policies
  • Profile login hours
  • Network Access trusted IP ranges
  • Profile login IP ranges
  • Identity verification methods and challenges
  • Security tokens for API logins
  • Organization session settings
  • Setup Audit Trail
  • Login History
  • Agentforce agent access
  • Org-wide defaults for record access
  • Controlled by Parent org-wide defaults
  • Internal versus external organization-wide defaults
  • Role hierarchy and subordinate access
  • Grant Access Using Hierarchies
  • Owner-based and criteria-based sharing rules
  • Sharing to roles versus subordinates
  • Public groups in the sharing model
  • Account, opportunity, and case teams
  • Manual sharing of individual records
  • Report and dashboard folder access
  • Custom profiles versus permission sets
  • Standard profile cloning for customization
  • Profile-only settings versus permission set capabilities
  • Object permissions on profiles and permission sets
  • Field-level security on profiles and permission sets
  • App and tab visibility on profiles and permission sets
  • Administrative permissions on profiles and permission sets
  • Record type access in profiles versus permission sets
  • Permission set groups for job functions
  • Muting permissions in a permission set group
  • Effective access from profiles and permission sets
  • Standard versus custom objects
  • Standard CRM object relationship architecture
  • Account hierarchy and Parent Account
  • Person Accounts versus business accounts
  • Lead conversion related-object model
  • Master-detail versus lookup relationships
  • Master-detail deletion, ownership, and sharing
  • Lookup relationship delete options
  • Junction objects for many-to-many
  • Hierarchical relationships
  • Schema Builder for objects and relationships
  • Custom field creation on standard and custom objects
  • Standard field customization
  • Picklist and multi-select field configuration
  • Controlling fields for picklist dependencies
  • Picklist value deactivation versus deletion
  • Auto-number field configuration
  • Formula field configuration
  • Cross-object formula fields
  • Roll-up summary relationship rules
  • Supported roll-up aggregate functions
  • Lookup filters on relationship fields
  • Custom field type conversion
  • Lookup versus master-detail field conversion
  • Page layout sections and field placement
  • Page-layout required versus field-level security
  • Custom field deletion and recovery
  • Deleting fields used by roll-up summaries
  • Deleting fields used by cross-object formulas
  • Deleting fields used in picklist dependencies
  • Deleting lookup and master-detail fields
  • Page layouts versus Lightning record pages
  • Page layout assignment by profile and record type
  • Compact layouts for record highlights
  • Lightning App Builder page types
  • Lightning record page assignment
  • Visibility on Lightning record pages
  • Page layouts versus record types
  • Record type availability and defaults on profiles
  • Picklist values by record type
  • Business processes and record types
  • Object-specific quick actions
  • Global actions and publisher layouts
  • Leads versus opportunities
  • Working opportunities through the pipeline
  • Path and Kanban for sales stages
  • Lead processes versus opportunity sales processes
  • Opportunity teams and opportunity splits
  • Sales dashboards for pipeline visibility
  • Einstein Lead Scoring
  • Opportunity scoring versus grading
  • Einstein Home page assistant
  • Collaborative Forecasts types
  • Forecast categories versus opportunity stages
  • Forecast users, hierarchy, and quotas
  • Forecast adjustments
  • Territory management versus role hierarchy
  • Territory models and assignment
  • Web-to-Lead capture and routing
  • Lead assignment rules and default owners
  • Lead auto-response rules
  • Lead conversion record outcomes
  • Existing account and contact matching on convert
  • Custom field mapping on lead conversion
  • Campaign tracking for marketing initiatives
  • Marketing User access for campaigns
  • Leads and contacts as campaign members
  • Ways to add campaign members
  • Campaign member statuses
  • Campaign membership after lead conversion
  • Campaign hierarchy and rolled-up statistics
  • Primary campaign source on opportunities

Describe the capabilities of case management

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Case records and standard fields

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Create, update, and close cases

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Web-to-Case public intake

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Email-to-Case message intake

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Case queues and membership

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Case assignment rule routing

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When case assignment rules evaluate

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Parent and child case relationships

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Service Console case workspace

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Entitlements and customer support levels

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Given a scenario, identify how to automate case management

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  • Support processes and case record types
  • Case auto-response rules
  • Case escalation rules
  • Entitlement processes and case milestones
  • Einstein for Service case automation
  • Tasks versus events
  • Task lists and assignment
  • Relating activities to people and records
  • Shared Activities for multiple contacts
  • Group tasks versus event invitees
  • Recurring tasks and events
  • Activity reminders and notifications
  • User, public, and resource calendars
  • Calendar sharing and visibility
  • Activity Timeline versus related lists
  • Activity roll-up to related accounts
  • Activity sharing and access
  • Enabling activities on custom objects
  • Reporting on tasks and events
  • Finding and editing archived activities
  • Chatter publisher and feed features
  • Chatter feed tracking
  • Chatter org settings and email notifications
  • Chatter group types and member access
  • Chatter group roles and membership
  • Broadcast Chatter groups
  • External users in Chatter groups
  • Chatter licenses for internal and external users
  • Salesforce mobile app versus mobile browser
  • Lightning pages for the Salesforce mobile app
  • Compact layouts for mobile record highlights
  • Lightning app customization for mobile users
  • App menu and App Launcher on mobile
  • Lightning page visibility for mobile users
  • Branding for the Salesforce mobile app
  • Mobile Launchpad and landing app pages
  • AppExchange and AgentExchange application use cases
  • Managed versus unmanaged packages
  • AppExchange and AgentExchange publishing eligibility
  • AgentExchange prompt listings
  • AppExchange and AgentExchange flow listings
  • AgentExchange package installation
  • Data Import Wizard versus Data Loader
  • CSV preparation for data import
  • Record matching for import updates and upserts
  • Parent lookups when importing related records
  • Mass Transfer Records for ownership changes
  • Related records included in account transfers
  • Mass Delete Records from Setup
  • Recycle Bin recovery after mass delete
  • Data Export Service for org backups
  • Data Loader export versus Data Export Service
  • Data archival versus backup and delete
  • User permissions for import and mass delete
  • Validation rule configuration and evaluation
  • Validation rules versus page-layout and field required
  • Matching rules versus duplicate rules
  • Matching methods and matching criteria
  • Standard matching rules for leads, accounts, and contacts
  • Duplicate rule actions on create and edit
  • Duplicate rule comparison and user record access
  • Cross-object matching for leads
  • Identifying existing duplicate records
  • Merging duplicate accounts, contacts, and leads
  • Validation and duplicate rules on import
  • Duplicate rule behavior for API and import
  • Report versus report type
  • Standard versus custom report types
  • Custom report type object joins
  • Report type with or without records
  • Report type field layout and renaming
  • Tabular, summary, and matrix report formats
  • Report filters and filter logic
  • Cross filters on reports
  • Grouping subtotals and grand totals
  • Hide details on grouped reports
  • Row-level and summary report formulas
  • Bucket fields on reports
  • Report chart settings
  • Joined reports versus report type joins
  • Troubleshooting unavailable report fields
  • Record sharing and report row visibility
  • My versus My team's report visibility filters
  • Field-level security in report columns
  • Report folder structure and sharing
  • Report folder access levels
  • Report user permissions versus folder access
  • Dashboard widget types
  • Dashboard component source reports
  • Dashboard chart types and settings
  • Dashboard filters
  • View Dashboard As versus dynamic dashboards
  • Dashboard org licensing limits
  • Dashboard subscriptions
  • Scheduled dashboard refresh
  • Case assignment rules versus escalation or Flow
  • Lead assignment rules versus Flow
  • Case escalation rules versus assignment or Flow
  • Default automation user versus running user
  • AI versus rules or Flow for automation
  • Screen versus record-triggered versus autolaunched flows
  • Flow variables and resources
  • Get, Create, Update, and Delete records in Flow
  • Screen elements and input components in Flow
  • Screen flow launch and distribution options
  • Record-triggered flow object and entry configuration
  • Entry conditions versus Decision elements
  • Before-save versus after-save record-triggered flows
  • Scheduled paths on record-triggered flows
  • Autolaunched subflows for reusable logic
  • Schedule-triggered autolaunched flows
  • Record-triggered flows in the save order of execution
  • Flow activation and version management
  • Manage Flows versus Run Flows permissions
  • When to use an approval process
  • Approval process entry criteria
  • Submission eligibility and Submit for Approval
  • Initial submission actions
  • Record locking during pending approval
  • Approver assignment options
  • Approval step criteria and skipped steps
  • Multiple approvers on one approval step
  • Delegated approvers for approval requests
  • Step approval, rejection, and recall
  • Final approval versus final rejection actions
  • Process order for multiple approval processes
  • Agentforce capabilities and characteristics
  • Agentforce use cases for employees and customers
  • When an Agentforce agent is the right tool
  • Agentforce security and data access
  • Troubleshooting Agentforce permissions
  • Agent Builder guided setup
  • Topic instructions in Agent Builder
  • Installing prompts and instructions in Agent Builder
  • Prompt and instruction maintenance in Agent Builder
  • Conversation preview in Agent Builder

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Service Console case workspace

Explainer

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Practice Question

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Next conceptEntitlements and customer support levels

Checklist progress

0/282 (0%)

0 of 282 concepts learned

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Explainer

The Service Console is Salesforce's standard Lightning help-desk app for case work. Agents keep a list of cases open beside a workspace so they can open several cases as tabs and subtabs on one screen. The workspace is pre-laid out so case details, the customer, related records, Knowledge, and utilities sit together instead of requiring a hunt through separate pages.

Core information
  • The Service Console is a standard Lightning console app at the heart of Service Cloud. It is a help desk: anyone on the service team (or anyone at the company) gets a personalized view of each customer and their case, and can reach case-related information from one screen.
More details and nuances
  • Users see articles in the Knowledge component only if Lightning Knowledge is enabled in the org. They see the Notes utility only if Notes is enabled.