Salesforce.com Certified Administrator Exam Objectives Test

The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.

Salesforce CRM Overview 3%

Describe the software-as-a-service (SaaS) model
List and describe the different Salesforce applications
List and describe the standard objects

Identity Confirmation (setting login restrictions) 2%

Describe the Identity Confirmation feature
Describe the differences between logging in through the API versus the UI
Explain the concept of Login Hours and Login IP ranges
Add and delete an IP range
Describe the methods to allow access to the application

Navigation – User Interface (UI) Settings 3%

Identify specific areas of the Salesforce Home Tab
Configure Search settings for your organization
Customize the Tabs a user can access or select from Tab settings
Locate, identify, and explain the UI features an administrator controls

Organization Administration 5%

List what information is included in the Company Profile
List the places where Currency is specified
Describe the effect of changing your company’s default Time Zone, Currency, Locale, and Language
Describe the effect of enabling the Custom Fiscal Year setting
Create and manage letterheads and email templates

Customization 17%

Describe a Profile
Explain what a Profile controls
List the Standard Profiles
List the features available for managing profiles
Evaluate when to create a Custom Profile
Explain the differences between a Custom Field and a Standard Field
List the different types of Custom Fields
Set up a Custom Field
Map Custom Lead Fields
Re-label a Standard Object
List objects for which you can enable Fields History Tracking
Define the dependencies when using a Dependent Picklist
Create and modify a Dependent Picklist
Describe the capabilities of Custom Lookup fields
Create and modify a Lookup Field
Describe the capabilities of Formula Fields
Create and modify a Formula Field
Describe Roll-up Summary Fields
Create and modify a Roll-up Summary Field
Describe the elements within a Page Layout
Create and modify a Page Layout
Create, customize, and print a List view
Customize a Related List
Describe how to use Record Types
Create and modify a Record Type
List the objects that require a business process
Explain how Field-Level Security affects page layouts and visibility
Set up Field-Level Security

Security & Access 13%

List the information captured on the User Record
Create and maintain User Records
Explain the Record Owner concept
Describe the elements of the Sharing model
Describe the scope and capabilities of Organization-Wide Defaults
Explain how access is granted through the Role Hierarchy
Set up Organization-Wide Defaults
Describe the use of Roles
Build a Role Hierarchy
Assign users to Roles
Mass-transfer records from one user to another
List the objects that may have Sharing Rules
Build Sharing Rules
Share records manually
Describe the use cases of Public Groups and where to use them
Compare and contrast Sales with Account teams
List the places to use Folders
Describe how Folder access differs from Record access
Create Folders to organize and provide access to data

Workflow 5%

Explain how Salesforce implements Workflow and when to use Salesforce Workflow
List and describe use cases for the four Workflow Actions
Explain the capabilities and settings of a Workflow Rule
Describe the differences between immediate and time-dependent Workflow actions
Set up a Workflow Rule and associated actions

Workflow Approval Processing 3%

Define the basics of the Workflow Approval Process
Compare and contrast the Approval Processes versus Workflow
List the differences between the Jump Start Wizard and the Standard Approval Process Wizard
Explain how to route Approvals
Create, modify, and test the Approval Process
Identify the settings in creating Workflow Approval Processing

Data Validation 3%

Define Data Validation
List common use cases for Data Validation
Describe when Data Validation Rules are enforced
Create Data Validation Rules

Data Utilities 5%

Describe the function of an External ID
List and describe the different tools and use cases for data migration
Update existing data via import
Define when to use the Data Loader
List the functions of the Data Loader
Mass Update Records
Mass Delete Records
Describe the capabilities of the Recycle Bin
Request and download a weekly export
Explain how Salesforce allocates storage

Analytics 13%

Describe the administrative restrictions on Standard Reports
Run a Standard Report
Create a Custom Report
Search for Custom Reports and Dashboards
Explain the differences among report types
Explain Custom Report Types
Create charts to display Report results
Use Advanced Filter criteria to narrow Report results
Create Custom Summary Formulas for Summary Reports
Choose settings for Conditional Highlighting
Describe the capabilities and purpose of a Dashboard
List Dashboard component types
Create a Dashboard and add components to it
Print and export Reports
Email and schedule Reports and Dashboard refresh
Define Running User and how it affects the Dashboard results

Marketing Administration 5%

Define a Campaign
Describe when to use Campaign Hierarchies
Create a Campaign targeting both existing customers and new Leads
List the features used to create an Automated Campaign
List the methods to associate Leads and Contacts to a Campaign
Describe how to use Lead Queues to manage Leads
Describe how to use a Lead Assignment Rule to assign and route Leads
Describe the use cases for Web-to-Lead
Describe the functionality of a Lead Auto-Response Rule
Build a Lead Queue, Assignment Rule, Web-to-Lead, and corresponding Auto-Response Rule
Measure Campaign results
Describe the process and effects of converting a Lead

Service & Support Administration 5%

Define a Case
Describe use cases for Case Hierarchies
Describe how to use Case Queues to manage Cases
Describe how to use a Case Assignment Rule to assign and route Cases
Describe use cases for Web-to-Case
Describe uses cases for Email-to-Case
Describe the functionality of the Case Escalation Rule
Describe the functionality of the Case Auto-Response Rule
Describe the functionality of the Business Hours
Configure the settings and rules for Case processing, including Business Hours, Escalation Rules, and the use of Email Templates
Define Solutions and how they can be associated with Cases
Build a Solution Category tree and assign Solutions to Categories
Define suggested solutions and explain where to use them
Describe what content is accessible via the Self-Service Portal
Describe the ways to access the Self-Service Portal
Build a Case Queue, Assignment Rule, Web-to-Case, and corresponding Auto-Response Rule
Describe use cases for Case Teams