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

Summary

In this chapter, we learned how to empower our service support. Lightning Knowledge can be used to create a KB that can help internal agents speed up case resolution or even allow customers and partners to self-service their support needs (allowing agents to spend more time on more complex tasks).

Omni-Channel lets agents concentrate on case resolution rather than deciding on whether an incoming request can or cannot be handled (and if they have the required skills to solve it). With the Live Agent, customers are directly linked to agents using the live chat, thus delivering a real-time service experience.

Finally, we talked about entitlements, which relate your customers to the proper service level agreements. With entitlement processes, no agent will ever lose a case resolution time constraint.

In the next chapter, we'll talk about data and content management.

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