This course prepares participants to configure, manage, and support Salesforce in Lightning Experience. It covers organization setup, user access, data modeling, sales and service applications, collaboration, data management, reporting, automation, and Agentforce fundamentals. Participants consolidate their skills through a capstone project that addresses a practical business scenario.

The course supports preparation for the Salesforce Certified Platform Administrator certification and incorporates its current subject areas, including Agentforce.

Duration 5 Days – 35 hrs.

 

Objectives

• Configure Salesforce organization settings and the Lightning user experience.
• Manage users, licenses, permission sets, and record access.
• Customize objects, fields, relationships, record types, and page layouts.
• Configure sales processes, lead management, and campaign functionality.
• Configure case management and service support processes.
• Support productivity through activities, collaboration, and mobile features.
• Import, export, and maintain accurate Salesforce data.
• Create reports and dashboards that support business decisions.
• Automate business processes using Salesforce Flow and approval capabilities.
• Explain Agentforce use cases, permissions, and basic administration.
• Integrate administrative features into a practical business solution.

 

Target Audience 

• New and aspiring Salesforce administrators.
• Salesforce power users moving into administration roles.
• CRM administrators and application support personnel.
• Business analysts involved in Salesforce configuration.
• Sales operations and customer service operations professionals.
• IT personnel responsible for maintaining Salesforce environments.
• Professionals preparing for the Salesforce Certified Platform Administrator certification.

 

Prerequisites 

• Basic understanding of CRM concepts and business processes.
• Familiarity with Salesforce navigation, records, and list views.
• Basic spreadsheet and data management skills.
• Access to a Salesforce training organization or Trailhead Playground.
• No programming experience required.
• For certification readiness, Salesforce recommends at least six months of administrator experience; this is separate from the course entry requirements.

Course Outline 

Day 1: Salesforce Foundations, Organization Setup, and Security

Module 1: Salesforce Platform and Administrator Responsibilities

• Salesforce CRM and platform capabilities.
• Lightning Experience navigation and Setup.
• Standard applications and core CRM records.
• Administrator responsibilities and common business requirements.

 Module 2: Organization Configuration and User Management

• Company information, business hours, and fiscal years.
• Locale, language, and currency settings.
• User creation, licenses, and user maintenance.
• User activation, freezing, and deactivation.
• Login access and common user access issues.

 Module 3: Security and Access Management

• Profiles, permission sets, and permission set groups.
• Object permissions and field-level security.
• Organization-wide defaults and role hierarchy.
• Sharing rules, public groups, and record sharing.
• Login restrictions, session settings, and audit tools.

  

Day 2: Data Modeling and User Experience Configuration

Module 4: Objects, Fields, and Relationships

• Standard and custom objects.
• Field types and field configuration.
• Lookup and master-detail relationships.
• Junction objects and Schema Builder.
• Formula fields and roll-up summaries.
• Field dependencies and implications of field deletion.

 Module 5: Record Types and Lightning Customization

• Record types and business processes.
• Page layouts and Lightning record pages.
• Lightning App Builder and component visibility.
• Custom applications and navigation.
• Quick actions and global actions.
• List views and user experience configuration.

 Module 6: Data Validation and Configuration Maintenance

• Required fields and validation rules.
• Formula expressions for business requirements.
• Consistent data entry and error messages.
• Configuration documentation.
• Sandbox concepts and change management fundamentals.

  

Day 3: Sales, Service, and Productivity Applications

Module 7: Sales and Marketing Administration

• Accounts, contacts, leads, and opportunities.
• Lead assignment and conversion.
• Sales stages, sales processes, and Path.
• Campaigns and campaign members.
• Products, price books, and opportunity products.
• Forecasting, territory management, and sales productivity capabilities.

 Module 8: Service and Support Administration

• Cases and support processes.
• Case queues and assignment rules.
• Auto-response and escalation rules.
• Case intake channels.
• Service Console and Knowledge fundamentals.
• Einstein for Service capabilities.

 Module 9: Productivity and Collaboration

• Tasks, events, and activity management.
• Chatter groups and collaboration.
• Salesforce mobile application configuration.
• AppExchange applications and package considerations.
• Productivity tools and appropriate business use cases.

  

Day 4: Data Management, Reports, and Dashboards

Module 10: Data Import, Export, and Quality

• Data preparation and field mapping.
• Data Import Wizard and Data Loader.
• External IDs and record matching.
• Insert, update, upsert, and delete operations.
• Duplicate prevention and data cleansing.
• Data export, backup considerations, and record recovery.

 Module 11: Reports and Business Insights

• Standard and custom report types.
• Report formats, filters, and filter logic.
• Grouping, summaries, and charts.
• Report formulas and cross-filters.
• Report folders, sharing, and subscriptions.

 Module 12: Dashboards and Analytics Access

• Dashboard components and source reports.
• Dashboard filters and business metrics.
• Running users and dynamic dashboards.
• Dashboard visibility and folder permissions.
• Troubleshooting missing or inconsistent reporting data.

  

Day 5: Automation, Agentforce, and Capstone

Module 13: Business Process Automation

• Selecting appropriate automation capabilities.
• Record-triggered flows and screen flows.
• Flow resources, decisions, and record operations.
• Before-save and after-save automation.
• Approval processes and approval routing.
• Flow debugging, fault handling, and maintenance.

 Module 14: Agentforce Fundamentals for Administrators

• Agentforce capabilities and suitable business use cases.
• Trusted data, security, and responsible AI use.
• Agent access and permission troubleshooting.
• Maintaining prompts and instructions in Agent Builder.
• Conversation preview and basic agent troubleshooting.

Module 15: Capstone Project — Salesforce Administration for a Growing Business

• Translate sales and support requirements into a Salesforce configuration.
• Configure users, permission sets, and record access.
• Create a custom object with appropriate fields and relationships.
• Customize record pages and enforce data quality requirements.
• Configure a lead or case routing process.
• Import sample business data.
• Build a flow to automate a routine business activity.
• Create a report and dashboard for operational visibility.
• Document an appropriate Agentforce use case and its access requirements.
• Prepare configuration notes and an administrator handover guide.