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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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Entitlements and customer support levels

Explainer

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Practice Question

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Next conceptSupport processes and case record types

Checklist progress

0/282 (0%)

0 of 282 concepts learned

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Explainer

Entitlements are units of customer support in Salesforce, such as phone support or web support, that represent terms in a service agreement. Support reps use them to confirm a customer is eligible for a given service level before creating a support record such as a case or work order. You can use entitlements on their own, attach an entitlement process that defines the resolution timeline, or use service contracts and contract line items when agreements include renewals and multiple service levels.

Core information
  • An entitlement is a named unit of support you attach to a customer so a rep can answer whether that customer is eligible for a channel or service before opening a case or work order.
More details and nuances
  • Every entitlement must be associated with an account. You cannot share entitlements; they inherit the parent account’s sharing settings, and updating one requires Read access on that account.