Book Image

Salesforce Advanced Administrator Certification Guide

By : Enrico Murru
Book Image

Salesforce Advanced Administrator Certification Guide

By: Enrico Murru

Overview of this book

The Salesforce Advanced Administrator certification extends beyond administrator certification, covering advanced platform features and functions such as configuration, automation, security, and customization. Complete with comprehensive coverage of all these topics and exam-oriented questions and mock tests, this Salesforce book will help you earn advanced administrator credentials. You'll start your journey by mastering data access security, monitoring and auditing, and understanding best practices for handling change management and data across organizations. The book then delves into data model management for improving data quality and lets you explore Sales features such as products, schedules, quotes, and forecasting capabilities. As you progress, this book will guide you in working with content management to set up and maintain Salesforce content. You'll also master organizing your files and data using reports and dashboards. Finally, you'll learn how to use a combination of automation tools to solve business problems. By the end of the book, you will have developed the skills required to get your advanced administrator credentials.
Table of Contents (27 chapters)
Free Chapter
1
Section 1: Security, Access, and Organization Management
5
Section 2: Data Model Management
7
Section 3: Sales and Service Cloud Applications
10
Section 4: Data and Content Management
13
Section 5: Reports and Dashboards
16
Section 6: Process Automation
22
Section 7: Taking Your Certification Exam

Live Agent chat and communities

In the previous section, we saw how work items can be automatically routed to agents, and live chats are similar to work items. Live Agent lets customers chat in real-time with support agents.

Using Live Agent, supervisors can even inspect their agent's chat and assist them by whispering messages (these messages can only be seen by agents). Let's think of them as live suggestions.

Live Agent can be fully customized using point and click; however, the platform delivers a set of APIs that can be used by developers to empower the chat experience.

Salesforce Community setup

Before talking about the Live Agent's configuration, let's spend some time talking about Salesforce Communities...