Configuration and Setup
Describe the information found in the company settings (for example: company settings fiscal year, business hours, currency management, default settings)
Distinguish and understand the administration of declarative configuration of the user interface (UI) (for example: UI/UX settings, app menu, list views, global actions, Lightning App Builder)
Given a scenario, demonstrate the proper setup and maintenance of users (user name is unique, locales, working hours, how to distribute licenses, types of licenses, not deleting a user, implications of making inactive, override, assigning feature licenses, management of users with various login methods)
Explain the various organization Security Controls (for example: Identity verification, Setup Audit Trail, Login Hours, Session Settings, agent access)
Given a user request scenario, apply the appropriate security controls based on the features and capabilities of the Salesforce sharing model (for example: Teams, Sharing hierarchy, public groups, org-wide defaults, sharing: roles, subordinates, role hierarchy, report and dashboard folders)
Given a scenario, determine the appropriate use of a custom profile or permission set (using the various profile settings, permission set group, and muting)
Object Manager and Lightning App Builder
Describe the standard object architecture and relationship model (for example: standard object, parent/child, master detail/lookup/junction relationships, record types, Schema Builder)
Explain how to create, delete, and customize fields and page layouts on standard and custom objects, and know the implications of deleting fields (roll-up summaries, cross object formulas, picklist dependencies, relationship fields)
Given a scenario, determine how to create and assign page layouts, visibility on Lightning page layouts, record types, and business processes for custom and standard objects (quick actions and global actions)
Sales and Marketing Applications
Given a scenario, identify the capabilities and implications of the sales process (for example: leads, opportunities, path)
Given a scenario, apply the appropriate sales productivity features using opportunity tools (for example: dashboards, lead scoring, Einstein for Sales, opportunity scoring, grading, and home page assistant, forecasting, territory management)
Describe the capabilities of lead automation tools and campaign management (for example: leads, lead convert, lead assignment rules, campaign, and campaign members)
Service and Support Applications
Describe the capabilities of case management (for example: case, case assignment rules, and queues)
Given a scenario, identify how to automate case management (for example: support process, case auto-response rules, case escalation, Einstein for Service)
Describe the capabilities of the Salesforce mobile app (Lightning page, modifying the app, browser, app menu, visibility, branding mobile app, build launchpad)
Identify use cases for AppExchange applications (awareness of managed or unmanaged packages, who is allowed to publish, prompts on AgentExchange, flows)
Data and Analytics Management
Describe the considerations when importing, updating, transferring, mass deleting, exporting, and backing up data (Archival, Apex data loader, Import Wizard)
Describe the capabilities and implications of data validation tools (duplicate and matching rules, validation rules)
Describe the options available when creating or customizing a report or report type (join objects together, with or without records, renaming the fields, formulas, bucket, join reports, chart settings, hide details, grouping totals, troubleshooting fields at a high level)
Describe the impact of the sharing model on reports (visibility, understand folder structure, sharing fields)
Describe the options available when creating and modifying dashboards (for example: dashboard widgets, data sources, chart types/settings, subscribing, dynamic dashboard, org licensing limits, view dashboard as, schedule refresh, filters)
Automation
Given a scenario, identify the appropriate automation solution based on the capabilities of the tool (escalation rules, case assignment rules, lead assignment rules, default automation user, AI)
Describe capabilities, use cases, and configuration for Flow (screen flows, record-triggered flows, autolaunched flows, order of execution)
Describe capabilities, use cases, and configuration for the approval process (criteria for approvers, rejections, approvals)
Agentforce
Describe the capabilities and use cases of Agentforce (scenarios about use cases, when it’s appropriate to use AI, security, troubleshooting agent permissions)