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  3. Platform Foundations

Platform Foundations

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0/135Learned

Platform Foundations

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

0/135Learned

Given a scenario, describe various resources available to learn and apply in-demand Salesforce skills.

0/13

  • What Trailhead is and its primary purpose for learning Salesforce skills
  • Types of learning content available on Trailhead (modules, projects, trails, superbadges)
  • What a Trailhead Playground is and how it is used for hands-on practice
  • What a superbadge is on Trailhead and how it differs from a standard badge (real-world challenge vs. guided learning)
  • Identifying the appropriate Salesforce resource when a user needs step-by-step guided learning (Trailhead trail or module)
  • What the Trailblazer Community is and how it supports Salesforce learners and professionals
  • Where to go to ask questions and get peer answers within the Salesforce community (Trailblazer Community forums)
  • What Salesforce Help & Training (help.salesforce.com) offers and when to use it
  • Identifying the appropriate Salesforce resource when a user needs official product documentation
  • The difference between Trailhead (self-paced learning) and Salesforce Help (product documentation and support)
  • What AppExchange is
  • Types of solutions available on AppExchange (apps, components, consulting services)
  • How AppExchange listings include ratings and reviews to help customers evaluate third-party solutions

Given a use case, identify which Salesforce Customer 360 product offerings could be used.

0/16

What Salesforce Customer 360 is and its purpose as a suite of connected products

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What Sales Cloud is and which business need it addresses (managing sales processes and opportunities)

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Matching a sales pipeline tracking use case to the correct Salesforce product (Sales Cloud)

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What Service Cloud is and which business need it addresses (customer support and case management)

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Matching a customer support ticketing use case to the correct Salesforce product (Service Cloud)

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What Marketing Cloud is and which business need it addresses (digital marketing and customer journeys)

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Matching a customer-facing digital marketing use case to Marketing Cloud vs. Sales Cloud

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What Experience Cloud is and which business need it addresses (partner portals, customer communities)

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Matching a partner portal or customer self-service community use case to the correct Salesforce product (Experience Cloud)

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What Commerce Cloud is and which business need it addresses (e-commerce and online storefronts)

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What Data Cloud is and its general purpose (unifying customer data from multiple sources into a single customer profile)

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What MuleSoft is and its general purpose (integration platform)

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Matching a system integration use case (connecting Salesforce to an ERP) to the correct product (MuleSoft)

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What Tableau is and its general purpose (data analytics and visualization)

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What Slack is and how it connects to the Salesforce Customer 360 ecosystem (team collaboration)

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What Einstein (Salesforce AI) is at a conceptual level and how it adds AI-powered insights across Customer 360 products

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Describe how companies use Salesforce.

0/6

  • What CRM (Customer Relationship Management) means and why companies adopt it
  • The primary reason companies use Salesforce (managing customer relationships and business processes in one platform)
  • How Salesforce operates as a cloud-based (SaaS) platform vs. on-premise software
  • How different departments (sales, service, marketing) use Salesforce for their specific workflows
  • How Salesforce enables companies to track customer interactions across the entire customer lifecycle
  • What the multi-tenant architecture of Salesforce means conceptually (multiple customers share the same infrastructure while keeping data separate)

Differentiate between various job roles and career paths in the Salesforce ecosystem.

0/9

  • What a Salesforce Administrator does (configures and manages the platform for users)
  • What a Salesforce Developer does (builds custom functionality using Apex, Lightning Web Components, etc.)
  • What a Salesforce Consultant does (implements and configures Salesforce solutions for client business needs)
  • What a Salesforce Architect does (designs scalable, enterprise-level Salesforce solutions)
  • What a Salesforce Marketer role involves (uses Salesforce marketing tools to run campaigns and customer journeys)
  • Distinguishing between the Administrator role and the Developer role based on task type
  • Identifying the correct Salesforce job role when given a task description (e.g., creating a new custom field = Administrator)
  • Identifying the correct Salesforce job role when given a task description (e.g., writing Apex code = Developer)
  • What Salesforce certifications are and their role in validating expertise for career paths
  • What the Home page in Salesforce Lightning Experience displays (activity timeline, recent items, assistant)
  • What a Salesforce app is (a collection of tabs organized around a business function)
  • What the App Launcher is and how a user uses it to switch between Salesforce apps
  • Where the App Launcher is located in the Salesforce Lightning Experience interface
  • Identifying how to switch between Salesforce apps when a user needs to move from Sales app to Service app
  • How a user navigates to a specific object (e.g., Accounts, Contacts) using the navigation bar and tabs
  • Identifying the correct navigation step to find records of a specific object type (e.g., opening the Opportunities tab)
  • What the Global Search bar does and how a user uses it to find records across Salesforce
  • Identifying how to navigate to a recently viewed record in Salesforce
  • What a record detail page shows (fields, related lists, activity feed)
  • How to navigate a record detail page
  • What the Details tab vs. the Activity tab on a record page each display
  • What Related Lists are on a record page and what they show (e.g., related Contacts on an Account)
  • What list views are and how they help users find groups of records
  • What Favorites are in Salesforce Lightning and how they help users quickly access frequently used records or views
  • What the Kanban view is in a list view and how it differs from the standard list view (card-based pipeline view vs. rows)
  • What Setup is and its purpose as the administrative configuration area of Salesforce
  • What kinds of tasks are performed in Setup vs. the main app (administration vs. end-user work)
  • How to access Setup in Salesforce Lightning Experience (gear icon → Setup)
  • What the gear icon in Lightning Experience provides access to (Setup, Service Setup, Edit Object)
  • What the Quick Find box in Setup is used for (searching for configuration pages within Setup)
  • What Object Manager is within Setup and what it is used for (managing object fields, page layouts, etc.)
  • Identifying where an administrator would go to create a new custom field (Setup → Object Manager)
  • Identifying where an administrator would manage user accounts and profiles (Setup → Users)
  • Identifying where an administrator configures automation (e.g., Flows) vs. where a user logs an activity (end-user vs. Setup distinction)
  • What a record is in Salesforce (a single instance of an object, like one specific Account)
  • What a field is in Salesforce and how fields store data on records
  • What a standard object is vs. a custom object in Salesforce
  • What an Account object represents in Salesforce (a company or organization)
  • What a Contact object represents in Salesforce (an individual person associated with an account)
  • The relationship between Account and Contact (Contacts are related to Accounts via a lookup relationship)
  • Identifying which standard object to use for a given scenario (e.g., storing a company's primary contact person = Contact)
  • What a Lead object represents (a prospect who has not yet been qualified as a customer)
  • Identifying which standard object to use for a given scenario (e.g., recording a new unqualified prospect = Lead)
  • What happens when a Lead is converted (creates an Account, Contact, and optionally an Opportunity)
  • What an Opportunity object represents (a potential deal or sale in progress)
  • The relationship between Opportunity and Account (Opportunities are associated with Accounts)
  • Identifying which standard object to use for a given scenario (e.g., tracking a potential deal = Opportunity)
  • What a Case object represents (a customer's question, issue, or support request)
  • The relationship between Case and Account/Contact (Cases can be linked to both Accounts and Contacts)
  • Identifying which standard object to use for a given scenario (e.g., tracking a new support issue = Case)
  • What Activity objects (Tasks and Events) are and how they are used to track interactions on records
  • The difference between a Task and an Event in Salesforce activities (to-do item vs. time-based calendar event)
  • What a custom object is and when a company would create one (to store data not covered by standard objects)
  • What record ownership means in Salesforce and how it affects data access
  • What Organization-Wide Defaults (OWD) are and their general purpose (setting the baseline access level for records)
  • The three OWD access levels for most objects (Public Read/Write, Public Read Only, Private)
  • What each OWD access level grants by default
  • Identifying the correct OWD setting when a company wants all employees to see all records by default
  • Identifying the correct OWD setting when a company wants users to only see records they own
  • What a Profile is at a high level (controls what a user can see and do in Salesforce)
  • What a Role and Role Hierarchy are in Salesforce
  • How Role Hierarchy opens up record visibility for users above others in the hierarchy
  • Identifying the correct visibility feature when a manager needs to see all records owned by their direct reports (Role Hierarchy)
  • What sharing rules are and how they extend record access beyond OWD to specific groups of users
  • Common field types in Salesforce (Text, Number, Date, Picklist, Checkbox, Currency)
  • When to use each common field type for a given data need
  • What a picklist field type is and how it restricts data entry to predefined values
  • Identifying the correct data integrity tool when a business wants to ensure only approved values appear in a Status field (picklist)
  • What a required field is and how it enforces data completeness on a record
  • Identifying the correct data integrity tool when a business needs to prevent saving a record with a missing phone number (required field)
  • What a validation rule is and its purpose (preventing incorrect data from being saved)
  • The difference between a required field and a validation rule (field-level vs. rule-based enforcement)
  • Identifying the correct data integrity tool when a business needs to enforce a rule like 'Close Date cannot be in the past' (validation rule)
  • What a lookup relationship is at a conceptual level (linking two records together)
  • The conceptual difference between a lookup relationship and a master-detail relationship (independence vs. tight parent-child dependency)
  • What a Salesforce report is (a list or summary of records meeting specific criteria)
  • The primary purpose of reports in Salesforce (analyzing and presenting data for decision-making)
  • What the Reports tab is and how users navigate to their reports
  • What a report type is and how it determines which objects and fields are available in a report
  • The four report types in Salesforce at a conceptual level: Tabular, Summary, Matrix, and Joined
  • What a Tabular report is (a simple list of records, like a spreadsheet)
  • Identifying which report type to use when a user needs a simple flat list of all open opportunities (Tabular)
  • What a Summary report is (records grouped by a field with subtotals)
  • Identifying which report type to use when a user needs to see opportunities grouped by stage with subtotals (Summary)
  • What a Matrix report is (records grouped by both rows and columns to show data in a grid format)
  • Identifying which report type to use when a user needs totals grouped by sales rep and region (Matrix)
  • What report filters are used for (narrowing report results to a specific set of records)
  • What a report chart is and what it visualizes within a report
  • What a report folder is and how it controls who can access reports
  • What a Joined report is (combines multiple report blocks from different report types in a single view)
  • What a Salesforce dashboard is (a visual display of multiple report data as charts and metrics)
  • The difference between a report and a dashboard in terms of purpose and presentation
  • The relationship between reports and dashboards (dashboards are built on top of reports as their data source)
  • Where dashboards are stored and how users navigate to them (Dashboards tab)
  • What dashboard components are (charts, tables, metrics, gauges)
  • What each dashboard component type displays
  • Identifying the correct tool when a manager wants a single visual summary of team performance metrics (dashboard)
  • Identifying the correct tool when a user needs raw data rows about specific records (report) vs. a high-level visual overview (dashboard)
  • What dashboard folders are and how they control access to dashboards (similar to report folders)
  • What a dashboard refresh is and why data on a dashboard may not always reflect real-time data

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Matching a customer support ticketing use case to the correct Salesforce product (Service Cloud)

Explainer

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Practice Question

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Next conceptWhat Marketing Cloud is and which business need it addresses (digital marketing and customer journeys)

Checklist progress

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0 of 135 concepts learned

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Explainer

Service Cloud is the Salesforce product designed for customer support teams to manage service requests. It converts customer communications from channels like email or phone into cases that track issues and requests. This platform enables businesses to resolve problems efficiently and maintain customer loyalty through organized support processes.

Core information
  • Service Cloud centralizes customer service interactions into a single platform called the Service Console.
More details and nuances
  • Knowledge Articles store helpful info in a knowledge base that customers can access for self-service.