Module 1: Salesforce Basics - Set Up, Manage &

Secure
1. Salesforce Platform Basics

Get Started with Salesforce Platform

Salesforce is a cloud-based CRM (Customer Relationship Management) platform

designed to help businesses manage their relationships with customers. It provides
tools to manage sales, service, marketing, and more.

• Key Features:

• Manage customer information and activities in one place.

• Automate repetitive business processes.

• Analyze data to make informed decisions.

Discover Use Cases for the Platform

• Salesforce supports multiple use cases:

• Sales Cloud: For managing sales opportunities and leads.

• Service Cloud: For handling customer service and support.

• Marketing Cloud: For automating marketing campaigns.

Understand the Salesforce Architecture

• Multi-Tenant Architecture: Multiple organizations share the same infrastructure

and database, but their data is isolated.

• Metadata-Driven: Customizations and configurations are stored as metadata.

• APIs: Salesforce provides REST and SOAP APIs for integration with other
systems.

Navigate Setup

1. Access the Setup Menu via the gear icon.

2. Explore categories:

• Object Manager: For managing objects, fields, and relationships.

• App Manager: For customizing and creating apps.

• Users: For managing roles, profiles, and permissions.

Power Up with AppExchange

 1. What is AppExchange?

• A marketplace for pre-built apps and components.

2. How to Use:

• Go to AppExchange (via Setup or direct URL).

• Search for an app, review details, and install it in your org.

2. Prepare Your Salesforce Org for Users

Set Up Exchange Rate

1. Go to Setup → Company Settings → Manage Currencies.

2. Define a new exchange rate or update an existing one.

Customize the Home Page

1. Use the Lightning App Builder:

• Access Setup → Lightning App Builder.

• Edit the Home Page and add components like Reports, Dashboards, or
Chatter.

Create a Unique Account List View

1. Navigate to Accounts → Click List View Controls → New.

2. Define filters, such as industry, region, or size.

Create Chatter Groups

1. Go to Chatter → Groups.

2. Create a group and define its purpose (e.g., Team Collaboration).

3. User Management

Add New Users

1. Navigate to Setup → Users → New User.

2. Fill in the user details like name, email, role, and profile.

3. Assign a profile that defines permissions (e.g., System Administrator).

Control What Users Can Access

 • Use Profiles to set object-level and field-level access.

• Use Permission Sets to extend access beyond profile settings.

4. Customize an Org to Support a New Business Unit

Manage User Access

1. Assign roles and profiles to new users.

2. Use Permission Sets to grant additional access.

Manage Chatter

1. Enable Chatter for the org in Setup → Chatter Settings.

2. Create Chatter Groups for specific teams or projects.

Modify Your Data Model

1. Go to Object Manager.

2. Add or modify objects and their relationships (e.g., Lookup or Master-Detail).

Configure Email Letterhead and Template

1. Setup → Email Templates → Classic Email Templates.

2. Create a new email letterhead with branding.

3. Build email templates using the created letterhead.

Automate Your Business Process

1. Use Flow Builder or Process Builder to:

• Automate approval processes.

• Notify teams about specific conditions (e.g., lead conversion).

5. Identity Basics

Get to Know Salesforce Identity

• Identity features include:

• Single Sign-On (SSO): Allows users to log in once to access multiple

systems.

• Multi-Factor Authentication (MFA): Adds an extra security layer.

Learn the Language of Identity

• Identity Providers (IdPs): Systems that authenticate users (e.g., Okta, Azure
AD).

• Service Providers (SPs): Systems that users want to access (e.g., Salesforce).

Module 2: Data Security & User Permissions

This module focuses on how Salesforce ensures the security of data at different levels
and how to manage user access effectively.

1. Data Security Overview

Salesforce provides multiple layers of security to protect data at the organizational,

object, field, and record levels.

1.1 Control Access to the Org

• Restrict Login Hours:

1. Navigate to Setup → Profiles.

2. Select a profile (e.g., Standard User).

3. Set specific Login Hours to control when users can log in.

• Restrict Login IP Ranges:

1. Go to Profiles → Select a profile.

2. Set the IP Address Ranges to restrict logins from unauthorized locations.

1.2 Control Access to Objects

• Object-Level Security:

• Use Profiles or Permission Sets to grant or restrict access to objects.

• Steps:

1. Navigate to Setup → Profiles or Permission Sets.

2. Modify the object settings (Read, Create, Edit, Delete

permissions).

1.3 Control Access to Fields

• Field-Level Security:

• Restricts users from viewing or editing specific fields on an object.

 • Steps:

1. Go to Object Manager → Select an object → Fields &

Relationships.

2. Select a field → Adjust the Field-Level Security for profiles.

1.4 Control Access to Records

• Record-Level Security Methods:

1. Organization-Wide Defaults (OWD):

• Navigate to Setup → Sharing Settings.

• Set OWD for each object (e.g., Public Read/Write, Private).

2. Role Hierarchy:

• Define roles in Setup → Roles → Set Up Role Hierarchy.

• Higher roles can access records owned by roles beneath them.

3. Sharing Rules:

• Create additional rules for record sharing.

• Steps:

• Go to Setup → Sharing Settings → Add Sharing Rules.

4. Manual Sharing:

• Available on a record-by-record basis using the Sharing Button.

2. Permission Set Groups

Permission Set Groups bundle multiple permission sets, making it easier to manage
permissions.

2.1 Create Permission Set Groups

1. Navigate to Setup → Permission Set Groups → New Permission Set Group.

2. Add permission sets to the group.

3. Assign the group to users.

2.2 Mute Permissions in Permission Set Groups

1. In the Permission Set Group, click Mute Permissions.

2. Define permissions you want to restrict.

3. Protect Your Data in Salesforce

Salesforce provides tools and features to protect data further.

3.1 Restrict Login Hours and IP Ranges

1. Set login hours and IP restrictions in Profiles as explained above.

3.2 Create New Users and Assign Permissions

1. Navigate to Setup → Users → New User.

2. Assign a Profile and optional Permission Sets for role-based access.

3.3 Organization-Wide Defaults (OWD)

1. Navigate to Setup → Sharing Settings.

2. For each object, set OWD to:

• Private: Only record owners can access records.

• Public Read/Write: All users can view and edit records.

• Public Read Only: All users can view but not edit records.

3.4 Create Role Hierarchy

1. Go to Setup → Roles → Set Up Roles.

2. Define the hierarchy to ensure higher roles inherit access from lower roles.

3.5 Define Sharing Rules

1. Go to Setup → Sharing Settings.

2. Define rules for specific conditions:

• Owner-based Sharing: Share records owned by certain users.

• Criteria-based Sharing: Share records meeting specific field criteria.

3.6 Set Up Account Teams

1. Enable Account Teams: Setup → Account Teams Settings.

2. Add team members to accounts and define their access levels.

4. Protect Data with Security Best Practices

1. Enable MFA (Multi-Factor Authentication):

 • Go to Setup → MFA Settings → Enable MFA for users.

2. Use Shield Platform Encryption:

• Encrypt sensitive data at rest (available with additional licenses).

3. Audit Login History:

• Navigate to Setup → Login History to monitor user login activities.

Module 3: Data Modeling & Lightning

Customization
This module covers the fundamentals of data modeling, including working with custom
and standard objects, creating relationships, and customizing the Salesforce Lightning
Experience.

1. Data Modeling

1.1 Understand Custom & Standard Objects

• Standard Objects are pre-configured objects provided by Salesforce (e.g.,

Account, Contact, Opportunity, Lead).

• Custom Objects are user-defined objects created to store data specific to an

organization’s needs.

Steps to Create a Custom Object:

1. Navigate to Setup → Object Manager.

2. Click on Create → Custom Object.

3. Define the object properties, such as Label, Plural Label, and Record
Name.

4. Optionally, enable features like Tracking Field History, Allow Reports,

and Allow Activities.

1.2 Create Object Relationships

Salesforce allows creating relationships between objects to model how they interact
with one another. There are three types of relationships:

• Lookup Relationship: Creates a one-to-many relationship between two objects.

A record from one object can "look up" to a record from another object.

• Example: An Account may have many Contacts.

 • Steps:

1. In Object Manager, select the object (e.g., Account).

2. Create a new field → Select Lookup Relationship.

3. Choose the related object (e.g., Contact).

• Master-Detail Relationship: A stronger relationship where the child record’s

existence depends on the parent record. Deleting the parent will delete the child.

• Example: An Invoice (child) cannot exist without a corresponding

Account (parent).

• Many-to-Many Relationship: Accomplished by creating a Junction Object (a

custom object that links two other objects).

• Example: A Student can enroll in many Courses, and each Course can
have many Students.

1.3 Work with Schema Builder

The Schema Builder in Salesforce provides a graphical interface for viewing and
creating objects, fields, and relationships.

• How to Use:

1. Go to Setup → Schema Builder.

2. Use the options to view objects, relationships, and fields, or create new
fields and objects directly from the builder.

2. Lightning Experience Customization

2.1 Set Up Your Org

• Enable Lightning Experience: By default, Salesforce starts in Classic mode, but

Lightning Experience (LEX) offers a more modern UI and customization features.

1. Go to Setup → Salesforce Lightning → Lightning Experience.

2. Switch to Lightning Experience and enable it for your users.

2.2 Create and Customize Lightning Apps

• Lightning Apps are collections of tools that users use to interact with
Salesforce, like objects, tabs, reports, and dashboards.

Steps to Create a Custom Lightning App:

 1. Go to Setup → App Manager.

2. Click on New Lightning App.

3. Follow the wizard to select which objects, tabs, and features should be
included in the app.

2.3 Create and Customize List Views

• List Views allow users to filter records based on specific criteria.

1. Go to an object’s tab (e.g., Accounts).

2. Click on Create New View.

3. Define filters (e.g., Accounts with revenue over $1 million) and visibility
settings.

2.4 Customize Record Highlights with Compact Layouts

Compact layouts display key information at the top of a record page, providing a
snapshot of important details.

Steps to Create/Modify Compact Layouts:

1. Navigate to Object Manager → Select an object (e.g., Account).

2. Go to Compact Layouts → Click on New or edit an existing layout.

3. Add or remove fields that should appear at the top of the record.

2.5 Customize Record Details with Page Layouts

Page Layouts define the structure of the record page, such as the placement of fields,
related lists, and buttons.

Steps to Customize Page Layouts:

1. Go to Object Manager → Select the object.

2. Go to Page Layouts → Choose an existing layout or create a new one.

3. Drag and drop fields, related lists, and other components onto the layout.

2.6 Create Custom Buttons and Links

Custom buttons and links allow users to initiate actions from record pages.

• Steps to Create a Custom Button:

1. Go to Object Manager → Select the object.

2. Go to Buttons, Links, and Actions → Click New Button or Link.

 3. Define the button’s label, behavior (URL, Visualforce, or Lightning
Component), and position on the page.

2.7 Empower Users with Quick Actions

Quick Actions are buttons that trigger a predefined action such as creating records or
sending emails.

• Steps to Create a Quick Action:

1. Go to Setup → Object Manager → Select an object.

2. Go to Buttons, Links, and Actions → Click New Action.

3. Choose the action type (e.g., Create a Record, Log a Call).

4. Customize the action layout and add it to the record page.

3. Customize a Salesforce Object

3.1 Work with Standard and Custom Fields

• Fields store data about records in Salesforce.

• Standard Fields: Predefined fields like Name, Phone, Address, etc.

• Custom Fields: Fields created by users to capture data that isn’t

available by default.

Steps to Create a Custom Field:

3. Go to Object Manager → Select the object (e.g., Account).

4. Click Fields & Relationships → Click New.

5. Choose the field type (Text, Date, Lookup, etc.).

6. Define the field's properties, such as required or unique, and set field-level
security.

3.2 Create Picklists and Field Dependencies

• Picklist Fields allow users to select from predefined values.

1. Create a picklist field (e.g., Account Type) with predefined values like
"Customer" and "Partner."

• Field Dependencies: Control the values available in one picklist field based on
the selection of another.

1. Define a controlling field (e.g., Country).

 2. Define a dependent field (e.g., State), and specify which states are
available for each country.

3.3 Create Lookup Filters

• Lookup Filters help users search and select relevant records when filling out a
lookup field.

• Steps:

1. Create a Lookup Relationship field.

2. Set a filter to display only certain records (e.g., only Accounts in a

specific region).

3.4 Create Formula Fields

• Formula Fields are calculated fields that derive their values based on other
fields or expressions.

• Example: You could create a formula field to calculate the total price of
an opportunity (Price x Quantity).

Steps to Create a Formula Field:

2. Navigate to Object Manager → Select the object.

3. Go to Fields & Relationships → New → Choose Formula.

4. Define the formula expression and return type (e.g., Text, Number, Date).

3.5 Create Record Types

• Record Types allow you to create different business processes for records
within the same object.

Steps to Create Record Types:

1. Go to Object Manager → Select the object (e.g., Opportunity).

2. Click Record Types → Click New Record Type.

3. Define the Record Type’s business process (e.g., Sales Process, Support
Process).

4. Assign the record type to profiles.

3.6 Enable Account Field History Tracking

• Field History Tracking allows you to track changes to specific fields in an object.

1. Go to Object Manager → Select the object.

 2. Go to Fields & Relationships → Select the field to track.

3. Enable Track Field History.

3.7 Create Validation Rules

• Validation Rules ensure that data entered into Salesforce meets certain criteria.

1. Go to Object Manager → Select the object.

2. Go to Validation Rules → Click New Rule.

3. Define the rule formula and error message for users.

Module 4: Building & Managing Sales Pipeline

with Salesforce Lightning
This module focuses on building a customized sales pipeline within Salesforce
Lightning, including using the Lightning App Builder, managing accounts and
opportunities, and customizing sales processes. Additionally, we will explore creating
and managing quotes, contracts, and campaigns.

1. Lightning App Builder

The Lightning App Builder enables you to customize Salesforce Lightning pages,
including record pages, home pages, and app pages. This customization helps users
interact with Salesforce more effectively by organizing the layout and content they need.

1.1 Get Started with the Lightning App Builder

The Lightning App Builder is a tool to create and customize Lightning pages in
Salesforce.

Steps to Create a Lightning Page:

1. Navigate to Setup → Enter App Builder in the search box and select Lightning
App Builder.

2. Click New to start creating a page.

3. Choose the type of page you want to create:

• Record Page (for customizing a page that displays records).

• Home Page (for creating a custom homepage for users).

• App Page (for a standalone page that you can include in an app).

4. Select a Page Template (e.g., header, sidebar, body).

 5. Drag components from the left side (e.g., record details, reports, charts) and
drop them into the selected regions.

6. Once done, Save and Activate the page.

1.2 Build a Custom Home Page for Lightning Experience

Custom home pages provide a personalized experience by including tools like

dashboards, reports, or other useful information for users.

Steps:

1. In the Lightning App Builder, select Home Page as the page type.

2. Choose a layout (e.g., One Region, Two Regions).

3. Add components like Reports, Recent Records, News, Dashboard, or any

other AppExchange component.

4. Save the page and Assign it to profiles or apps.

1.3 Build a Custom Record Page for Lightning Experience and Salesforce Mobile
App

Record pages contain details about specific Salesforce records (e.g., Opportunities,
Accounts).

Steps:

1. In the Lightning App Builder, select Record Page.

2. Choose the object (e.g., Opportunity, Account).

3. Customize the layout and sections:

• Details: Display key record information.

• Related Lists: Show related records like contacts or opportunities.

• Chatter Feed: Display record-specific social feeds.

4. Once the page is built, Activate and assign it to user profiles.

1.4 Work with Custom Lightning Components

Salesforce allows the use of custom components to add specialized functionality to

pages. These can be developed using Aura Components or Lightning Web
Components (LWC).

Steps to Use a Custom Component:

1. Develop a custom component (LWC or Aura).

 2. Deploy it to Salesforce using Salesforce CLI or the Developer Console.

3. In Lightning App Builder, drag and drop your component from the Custom
Components section to the page.

2. Formulas and Validations

Formulas and validation rules are essential for ensuring data integrity and automating
calculations in Salesforce.

2.1 Use Formula Fields

Formula fields allow you to perform calculations or display information dynamically

based on the values in other fields.

Steps to Create a Formula Field:

1. In Object Manager, select the object (e.g., Opportunity).

2. Go to Fields & Relationships → Click New.

3. Choose Formula as the field type.

4. Select the data type for the formula (e.g., Text, Number, Date).

5. Write the formula logic using Salesforce formula functions.

6. Click Save to create the formula field.

Example Formula:

• Total Amount = Quantity * Price

• Formula: Quantity * Price

2.2 Implement Roll-Up Summary Fields

Roll-Up Summary Fields automatically calculate values from related records. For
example, summing the total value of opportunities related to an account.

Steps to Create a Roll-Up Summary Field:

1. In Object Manager, go to the object (e.g., Account).

2. Under Fields & Relationships, click New → Select Roll-Up Summary.

3. Define the related object (e.g., Opportunity).

4. Choose the summary type: COUNT, SUM, MIN, or MAX.

5. Select the field for calculation (e.g., Amount).

 6. Save the field.

2.3 Create Validation Rules

Validation rules ensure data entered into Salesforce meets the specified business rules.

Steps to Create a Validation Rule:

1. In Object Manager, select the object (e.g., Opportunity).

2. Go to Validation Rules → Click New.

3. Write the formula expression to define the condition when the validation should
trigger.

4. Provide a user-friendly error message.

5. Save and test the validation rule.

Example:

• Ensure the Opportunity Close Date is not in the past.

• Formula: CloseDate < TODAY()

• Error Message: "Close Date must be a future date."

3. Accounts & Contacts for Lightning Experience

Accounts and Contacts are foundational objects in Salesforce. Customizing them helps
streamline customer management processes.

3.1 Store Information About Your Customers

Salesforce allows you to store detailed information about accounts and contacts,
including their relationships and history.

Steps to Customize Account & Contact Fields:

1. Go to Object Manager → Select Account or Contact.

2. Modify or add new fields as required to track custom information like industry,
revenue, or contact preferences.

3.2 Understand Account and Contact Relationships

An Account can have multiple Contacts, and each Contact is associated with one
Account.

• Steps to Relate Accounts and Contacts:

 1. In the Contact record, select the Account Name field.

2. Link the Contact to an existing Account or create a new one.

This relationship enables better management of customer information and interactions.

4. Leads & Opportunities for Lightning Experience

Leads and Opportunities are critical for managing sales prospects and active sales
pipelines.

4.1 Create and Convert Leads as Potential Customers

A Lead represents a prospect, and converting a lead creates an Account, Contact,

and Opportunity.

Steps to Convert a Lead:

1. Go to the Lead record.

2. Click Convert.

3. Select the appropriate Account, Contact, and Opportunity options during

conversion.

4. After conversion, the Lead status changes to Converted.

4.2 Work Your Opportunities

Opportunities represent potential revenue from sales. Salesforce allows tracking the
sales process, from prospecting to closing the deal.

Steps to Manage Opportunities:

1. Go to the Opportunity tab.

2. Create or modify opportunity records.

3. Use features like Path (to visualize sales stages) and Kanban view (to move
opportunities through stages).

4.3 Sell as a Team and Split the Credit

Salesforce allows splitting credit for sales between multiple sales representatives.

Steps:

1. When editing an Opportunity, scroll to the Opportunity Team section.

2. Add team members and define their roles and percentages of revenue credit.
5. Products, Quotes, & Contracts

These features help sales teams manage products, track pricing, and create formal
agreements.

5.1 Create Price Books to Track Your Products

A Price Book is a collection of products and their prices. Multiple price books can be
used for different pricing strategies.

Steps:

1. In the Product tab, create a new product.

2. Add the product to a Price Book and define the price.

3. Assign the price book to opportunities for quoting purposes.

5.2 Configure Quotes for Your Customers and Track Contracts

Quotes allow sales reps to generate formal proposals for customers,

and Contracts define the terms of the sales agreement.

Steps to Create a Quote:

1. Create an Opportunity record.

2. Add products from the Price Book to the opportunity.

3. Click Create Quote to generate a quote document.

Steps to Manage Contracts:

1. Create a Contract from an Opportunity.

2. Set start and end dates, and define contract terms.

3. Link the contract to the opportunity for easier tracking.

6. Campaign Basics

Salesforce campaigns allow marketing teams to organize and track their marketing
efforts.

6.1 Meet Salesforce Campaigns

A Campaign is an effort to reach out to prospects (e.g., via email, social media, events).

Steps to Create a Campaign:

 1. Navigate to Campaigns and click New.

2. Define the campaign details (e.g., Name, Type, Status).

3. Add Campaign Members (e.g., Leads or Contacts).

6.2 Organize Campaigns

Campaigns can be organized based on type (e.g., email marketing, trade shows) or
business goals.

6.3 Report on Your Campaigns

Salesforce provides out-of-the-box reports for campaign analysis, helping marketers

track campaign performance.

7. Customize a Sales Path for Your Team

Salesforce allows customization of the Sales Path to reflect each stage in the sales
process.

7.1 Customize a Sales Path

The Sales Path provides a visual representation of the steps in the sales process for
opportunities.

Steps:

1. Navigate to Setup → Sales Path.

2. Create a path that includes stages like Qualification, Proposal, Negotiation,

and Closed.

3. Define guidance and success factors for each stage.

Module 5: Customer Service with Salesforce

Service Cloud
This module focuses on setting up and managing customer service processes in
Salesforce using the Service Cloud. It covers essential functionalities like case
management, automation, digital engagement, and Chatter administration. The goal is
to equip users with the skills to optimize service delivery using Salesforce.

1. Service Cloud for Lightning Experience

Service Cloud is a Salesforce application designed to provide customer service and
support. It includes features like case management, a service console, and tools for
automation. This module covers the basic setup of Service Cloud and its core
functionalities.

1.1 Begin Your Customer Service Journey

To set up Service Cloud, you need to enable it within your Salesforce environment and
customize it based on your customer service needs.

Steps to Enable Service Cloud:

1. Go to Setup → Enter Service Cloud in the search box.

2. Select Service Cloud Settings and turn it on.

3. Configure Service Cloud Console for your support agents.

1.2 Administer Service Cloud

Administrators can customize the Service Cloud to improve case management and
optimize agent workflows.

Steps for Administration:

1. Configure Case Settings and Case Assignment Rules.

2. Set up Queues to manage cases efficiently.

3. Set up Email-to-Case or Web-to-Case for automatically creating cases from

emails or web forms.

2. Automate Case Management

Salesforce provides tools like Case Assignment Rules, Escalation Rules, and Flows to
automate customer service processes.

2.1 Create Support Processes

A Support Process defines the stages a case will go through (e.g., New, In Progress,
Escalated).

Steps to Create a Support Process:

1. Go to Setup → Object Manager → Select Case.

2. Under Support Processes, click New.

3. Define the stages of the case lifecycle and save the process.
2.2 Create Record Types

Record types help categorize cases based on different business requirements.

Steps to Create a Record Type:

1. In Case object settings, go to Record Types.

2. Click New Record Type and select the support process.

3. Assign the record type to user profiles.

2.3 Create an Escalation Rule

Escalation rules automatically escalate cases to higher-level support when a case

meets certain criteria (e.g., priority, aging).

Steps to Create an Escalation Rule:

1. Go to Setup → Enter Escalation Rules in the search box.

2. Click New Rule.

3. Define the criteria for escalation (e.g., no action taken in 24 hours).

4. Specify the escalation actions, such as reassigning the case or notifying a

manager.

3. Set Up the Service Console

The Service Console is a central hub that agents use to manage and resolve cases. It
provides a single-pane-of-glass experience, showing relevant data like case details,
contacts, and related records.

3.1 Set Up the Lightning Service Console

To set up the Service Console, you need to configure the app and add components that
improve agent productivity.

Steps to Set Up the Service Console:

1. In Setup, search for App Manager.

2. Click New Lightning App and select the Service Console template.

3. Customize the layout by adding key components such as Cases, Contacts,

and Knowledge Articles.

4. Configure Utility Bar (e.g., chat, recent items, or macros) to help agents quickly
access tools.
3.2 Customize Your Lightning Service Console Pages

Customize the Service Console for different user roles or support scenarios by adding
relevant components.

Steps to Customize:

1. In Lightning App Builder, select the Service Console page.

2. Drag and drop components like Case Feed, Chatter, Knowledge Articles,
and Record Details.

3. Save and Activate the page.

3.3 Add the Softphone Utility to Your App

The Softphone utility allows agents to make and receive calls directly from Salesforce,
integrated with Service Cloud.

Steps to Add Softphone:

1. In App Builder, open the Service Console app.

2. Under the Utility Bar settings, click Add and choose Softphone.

3. Configure the Softphone settings, such as connecting to a call center or using a

third-party system.

4. Create a Process for Managing Support Cases

Salesforce allows automation of case management using Process Builder, Flow

Builder, and Case Management Rules.

4.1 Create Case Queues and Assignment Rules

Queues ensure that cases are assigned to the right agents, while Assignment
Rules help automate the assignment process.

Steps to Create Case Queues:

1. In Setup, search for Queues and click New.

2. Select Case as the object to be managed in the queue.

3. Add members (e.g., users or roles) to the queue.

Steps to Create Assignment Rules:

1. In Setup, search for Case Assignment Rules.

2. Click New and define criteria (e.g., based on priority, product, or region).
 3. Specify the user or queue to which cases should be assigned.

4.2 Create an Automation with Flow Builder

Flow Builder automates tasks like sending email alerts, updating records, or creating
new records.

Steps to Create a Flow:

1. In Setup, search for Flow and click New Flow.

2. Select Record-Triggered Flow or Screen Flow depending on the automation

type.

3. Define the flow logic (e.g., send an email when a case reaches a certain stage).

4. Save and Activate the flow.

5. Set Up Case Escalation and Entitlements

Entitlements and Service Contracts help manage service levels and ensure cases are
resolved within a given timeframe.

5.1 Create an Entitlement Process

An Entitlement Process is used to track and enforce service-level agreements (SLAs)

for cases.

Steps to Create an Entitlement Process:

1. Go to Setup → Entitlement Process → Click New.

2. Define the entitlement process details, including the service level milestones.

3. Activate the entitlement process.

5.2 Create Service Contracts with Entitlements

A Service Contract defines the terms under which customer service is provided, often
linked to entitlements.

Steps to Create a Service Contract:

1. In Setup, search for Service Contracts.

2. Create a new service contract, link it to the relevant Account, and define the
terms (e.g., contract duration, coverage).

6. Chatter Administration for Lightning Experience

Chatter is Salesforce's internal social network. It allows employees to collaborate and
share information in real-time.

6.1 Work with Chatter Groups

Chatter Groups facilitate collaboration by allowing users to share updates, files, and
information within groups.

Steps to Create a Chatter Group:

1. Go to Chatter → Click New Group.

2. Define the group type (e.g., public or private).

3. Add group members and start posting updates, questions, or files.

6.2 Enable Feed Tracking

Feed tracking allows you to track changes to key records and post them to Chatter.

Steps to Enable Feed Tracking:

1. Go to Setup → Feed Tracking.

2. Select the objects (e.g., Account, Case) to track.

3. Define the fields to monitor for changes and enable feed tracking.

6.3 Approve Records from a Chatter Feed

You can approve records directly from the Chatter feed, facilitating faster decision-
making.

Steps to Approve Records:

1. In the Chatter feed, locate the record awaiting approval.

2. Click the Approve button to take action on the record.

7. AppExchange Basics

The AppExchange is Salesforce’s marketplace for third-party apps, components, and

integrations. It offers pre-built solutions to extend Salesforce functionality.

7.1 Get Started with AppExchange

To access AppExchange, go to AppExchange directly from Salesforce.

Steps:
 1. Navigate to AppExchange → Browse through categories like Apps, Components,
or Consultants.

2. Install packages and follow the prompts to configure the app.

7.2 Explore AppExchange Listings

Explore different apps and solutions by reading reviews, viewing ratings, and evaluating
product details.

Steps:

1. Search for apps or solutions that fit your business needs.

2. Click Get It Now to install and integrate the app into Salesforce.

Module 6: Importing, Exporting & Managing

Duplicates
This module focuses on managing data in Salesforce, including importing, exporting,
and ensuring data quality by managing duplicates. Proper data management is critical
for maintaining clean and accurate data in Salesforce.

1. Data Management: Import Data, Export Data

Salesforce offers tools for importing and exporting data, ensuring that you can easily
move large volumes of information into and out of the system.

1.1 Import Data

Salesforce provides the Data Import Wizard and Data Loader for importing data.
The Data Import Wizard is suitable for non-technical users and supports a variety of
standard objects, while Data Loader is more robust and suited for larger, more complex
data imports.

Steps to Import Data Using Data Import Wizard:

1. Navigate to Setup → Enter Data Import Wizard in the Quick Find box.

2. Select Launch Wizard.

3. Choose the object you want to import data into (e.g., Contacts, Accounts).

4. Select the Import Type (Add new records, Update existing records, or Upsert).

5. Upload the CSV file containing the data you wish to import.

6. Map the fields in the CSV file to the corresponding fields in Salesforce.
 7. Review the mappings and click Next.

8. Start the import process and monitor its progress.

9. Once completed, download the Success and Error Files to review any issues.

Steps to Import Data Using Data Loader:

1. Download and install Data Loader from Salesforce Setup.

2. Open Data Loader and select the Insert operation.

3. Choose the Object (e.g., Accounts, Contacts).

4. Log in using your Salesforce credentials.

5. Select the CSV file to import.

6. Map the fields between the CSV file and Salesforce object fields.

7. Click Next to begin the import.

8. Review the success and error files for the import results.

1.2 Export Data

Exporting data is essential for reporting, backup, or transferring information to other

systems. Salesforce provides the Data Export tool, which allows users to export data in
both standard and custom objects.

Steps to Export Data Using Data Export:

1. Go to Setup → Enter Data Export in the Quick Find box.

2. Click on Data Export and select Export Now or schedule regular exports.

3. Choose the objects you wish to export (e.g., Accounts, Contacts, Opportunities).

4. Select whether you want to include all records or specific records (e.g., filtered
by date).

5. Click Start Export.

6. Once the export is complete, download the ZIP file containing the exported data
in CSV format.

Steps to Export Data Using Data Loader:

1. Open Data Loader and select the Export operation.

2. Log in using your Salesforce credentials.

 3. Choose the Object you want to export data from.

4. Select the CSV file location where the exported data will be saved.

5. Click Next and specify any filters or criteria for the export.

6. Click Finish to export the data and review the resulting file.

2. Duplicate Management: Improve Data Quality in Salesforce

Salesforce provides tools to manage and prevent duplicates to ensure data quality.
Duplicate records can cause inefficiencies, confusion, and errors in your Salesforce
data.

2.1 Duplicate Rules

Duplicate Rules are used to define when a record should be flagged as a duplicate
based on certain conditions. For example, two contact records with the same email
address can be flagged as duplicates.

Steps to Create a Duplicate Rule:

1. Navigate to Setup → Enter Duplicate Rules in the Quick Find box.

2. Click New Rule and select the object (e.g., Contacts, Accounts).

3. Define the Matching Criteria, which will define how duplicates are identified
(e.g., matching email address, phone number).

4. Choose whether to allow duplicates to be created or block them (i.e., whether

the system will allow creating duplicates or prevent the creation of duplicate
records).

5. Set up Matching Rules to identify exact duplicates based on specific fields.

6. Click Save to create the rule.

2.2 Matching Rules

Matching Rules define the conditions for determining whether records are duplicates.
Salesforce provides standard matching rules, but you can create custom ones to meet
your organization's needs.

Steps to Create a Matching Rule:

1. Go to Setup → Enter Matching Rules in the Quick Find box.

2. Click New Rule and select the object (e.g., Contact, Account).
 3. Define the criteria for matching records (e.g., same name or same phone
number).

4. Activate the matching rule after creating it.

2.3 Prevent Duplicate Records in Salesforce

Salesforce allows you to take steps to prevent duplicates when creating or updating
records. This can be done by setting up Duplicate Rules and Matching Rules.

Steps to Prevent Duplicate Records:

1. Enable Duplicate Rules and Matching Rules under Setup.

2. When creating a new record, Salesforce will automatically check for duplicates
based on the matching criteria you defined.

3. If a duplicate is found, Salesforce will display a warning or block the creation of

the record, depending on how you configured the rules.

3. Use the Data Import Wizard to Manage Data Quality

The Data Import Wizard offers some features for managing duplicate records during
the import process.

Steps to Prevent Duplicates During Import:

1. When using the Data Import Wizard, select Upsert as the import type.

2. Upsert checks for existing records with the same data (e.g., email, phone
number) and updates them instead of creating duplicates.

3. Use the Match fields to define how the system will match the records (e.g.,
matching on Account Name and Phone).

4. Review the matching results during the import to ensure that duplicate records
are being handled appropriately.

4. Data Quality Reports

Salesforce offers data quality reports to help monitor and maintain clean data.

Steps to Create a Data Quality Report:

1. Go to Reports → Click New Report.

 2. Select the object (e.g., Contacts, Accounts) and choose the report type (e.g.,
Tabular, Summary).

3. Add filters to show records with missing or inconsistent data.

4. Use Formula Fields to create custom reports that highlight duplicates or

incomplete records.

5. Save the report and run it regularly to monitor the health of your data.

Module 7: Reports, Dashboards, Approvals &

Flows
This module focuses on Salesforce’s reporting, dashboard, and automation tools. It
covers how to create and manage reports and dashboards, automate processes using
approval processes and flow builder, and utilize flow-based automation to enhance
business workflows.

1. Reports & Dashboards for Lightning Experience

Reports and dashboards are crucial in Salesforce to visualize, analyze, and share data
insights. Reports can help users and managers to understand business trends, track
performance, and make data-driven decisions. Dashboards provide a visual
representation of report data.

1.1 Introduction to Reports and Dashboards in Lightning Experience

• Reports: A report is a list of records that meet specific criteria. Salesforce

provides several types of reports, including tabular, summary, matrix, and joined
reports.

• Dashboards: Dashboards are visual representations of reports. They display

multiple reports in a grid format and allow users to see key performance
indicators (KPIs) and metrics at a glance.

Steps to Create a Report in Lightning Experience:

1. Navigate to Reports → Click New Report.

2. Select the Report Type (e.g., Accounts, Opportunities, Contacts).

3. Use the Report Builder to add fields, filters, and group data.

4. Drag fields into the report format (Tabular, Summary, Matrix).

 5. Set up Filters to focus on the data you want to include (e.g., filter by date,
account owner).

6. Click Save & Run to generate the report.

7. Optionally, customize the layout using the report format and add groupings,
charts, or summary formulas.

1.2 Creating Dashboards

Dashboards display visual summaries of report data in charts, graphs, and other
widgets.

Steps to Create a Dashboard:

1. Navigate to Dashboards → Click Create New Dashboard.

2. Name the dashboard and assign it a folder (e.g., "Sales Reports").

3. Click Create to open the dashboard editor.

4. Click Add Component to add a report to the dashboard.

5. Choose the type of visualization (e.g., bar chart, pie chart, gauge) for the
component.

6. Configure the settings for each component (e.g., data source, chart type).

7. Click Save to store the dashboard and Done to exit the editor.

2. Reports for Sales and Marketing Managers

Sales and marketing managers can use reports and dashboards to track key metrics
such as sales opportunities, lead conversion, campaign performance, etc.

2.1 Creating Reports for Sales & Marketing

• Custom Reports: Tailor reports for specific sales or marketing needs, such as
tracking lead conversion rates or campaign responses.

• Report Folders: Use report folders to organize and categorize reports for
different teams.

• Summary Reports: Use summary reports to group data by categories (e.g.,

Account Owner, Opportunity Stage) and provide aggregated information like
sums, averages, and counts.

Steps to Create a Sales Report:

1. Navigate to Reports → Click New Report.

 2. Select Opportunity as the report type.

3. Group data by Opportunity Stage or Close Date to track sales progress.

4. Apply filters to narrow the report (e.g., opportunities closed in the last quarter).

5. Click Save & Run to generate the report.

3. Approvals & Approval Processes

Approval Processes are a workflow automation tool in Salesforce used to ensure that
records go through a specific approval path before being finalized or processed further.
This is typically used for things like approving discounts, expense reports, or other
business requests.

3.1 Creating an Approval Process

An Approval Process defines the steps a record must follow to be approved. It defines
what happens when a record is submitted for approval, who approves it, and the
actions that occur after the record is approved or rejected.

Steps to Create an Approval Process:

1. Navigate to Setup → Enter Approval Processes in the Quick Find box.

2. Choose the object (e.g., Opportunity, Case) for which you want to create an
approval process.

3. Click Create New Approval Process → Choose Use Standard Approval

Process or Create New Process.

4. Name the process (e.g., Opportunity Approval Process).

5. Define the Entry Criteria (e.g., the opportunity amount exceeds $10,000).

6. Specify the Approval Steps:

• Define who will approve the record (e.g., Manager).

• Set actions to occur for Initial Submission, Approval,

and Rejection (e.g., send email notifications, update fields).

7. Activate the approval process to start using it.

3.2 Build a Discount Approval Process

The Discount Approval Process allows you to set specific approval rules for discounts
offered by sales representatives. This ensures that discounts are within company
policies and are approved by managers.
Steps to Create a Discount Approval Process:

1. Create an Approval Process for the Opportunity object.

2. Set the Entry Criteria to check whether the Opportunity discount is above a
certain threshold.

3. Define the Approval Steps to require approval from a designated manager.

4. Set actions for Approval and Rejection, such as updating the opportunity status
or sending notifications.

4. Flow Builder Basics

Flow Builder is a powerful automation tool in Salesforce that allows users to automate
business processes, gather information, and execute actions. Flows can be used for
simple tasks (like capturing contact information) or more complex scenarios (like
automated approval processes).

4.1 Creating a Simple Flow

Flows can be used for collecting data, creating records, and performing logic-based
decisions.

Steps to Create a Simple Flow:

1. Navigate to Setup → Enter Flow in the Quick Find box.

2. Click New Flow and choose the type (e.g., Screen Flow, Autolaunched Flow).

3. Drag and drop elements (e.g., Screen, Get Records, Create Records) to build
your flow.

4. Add Logic elements to check conditions (e.g., decision elements for branching
logic).

5. Configure Flow Variables to store and pass data.

6. Activate the flow and assign it to a button or trigger (e.g., launch from a record
page or from a button).

4.2 Meet Flow Builder

Flow Builder is a visual interface that allows users to create flows through a drag-and-
drop mechanism. It can automate many processes such as record updates, email
notifications, and more. You can use Flow Variables to store data that will be used
throughout the flow.

Steps to Use Flow Variables:

 1. In Flow Builder, click on Manager to define Variables.

2. Define variables to store data, such as user input, record IDs, or computed
results.

3. Use variables within the flow to pass data between elements (e.g., when
gathering input from users via a screen).

4.3 Example: Create or Update Contact

This flow collects user input for a contact’s name and email address. It checks if a
contact with the same email already exists. If it does, it updates the record; if not, it
creates a new one.

Steps to Build This Flow:

1. Create a Screen Flow.

2. Add a Screen element to gather the contact name and email address.

3. Add a Get Records element to search for a contact with the same email.

4. Add a Decision element to check if the contact exists.

5. If the contact exists, use a Update Records element; if not, use a Create
Records element.

6. Activate the flow and connect it to a button on the Contact page.