In this course, students will explore the Salesforce fundamentals covered in the Customer Relationship Management for Business course from the perspective of a CRM system administrator. They will learn how to conduct the typical job functions of a junior Salesforce administrator, who is responsible for setting up and maintaining an organization's Salesforce instance. Students will explore Salesforce user management, platform customization, and user interface configuration, then get hands-on practice by translating and fulfilling simulated "feature requests" from business users, managers, and other stakeholders. Students will create a custom app to meet a business-specific use case, and also learn how to customize Salesforce reporting tools to address analytical requests.

This course is designed to introduce students to the use cases of customer relationship management systems, specifically Salesforce, and how end users on sales teams leverage Salesforce's Sales Cloud Lightning tool. Students will learn how sales team members like Sales Development Representatives, Account Managers, Sales Managers, and Customer Service Managers use the tool, in the process building a foundational understanding of Sales Cloud and Service Cloud, Salesforce's most widely used products. Students will learn how information like accounts, contacts, records, leads, and opportunities are stored in Salesforce. They will gain practical skills working with Sales and Service Cloud by updating information according to the sales process, creating basic reports and dashboards for forecasting projections, and understanding how standard user profiles and permissions work.

Building upon Salesforce fundamentals and basic administration/customization skills gained from the Customer Relationship Management for Business and Introduction to Salesforce Administration courses, this course will challenge students to utilize increasingly complex Salesforce functionality as a CRM system administrator. Students will learn to customize advanced Salesforce settings and implement a permissions and sharing model to control access to data and records. They will learn how to enable and configure standard Sales and Service Cloud features to support business-specific use cases. They will deepen their understanding of how to translate business requirements into functional specifications and configure custom features using Process Automation tools. Students will learn how to use Salesforce tools to improve and maintain data quality. They will also explore and configure advanced analytics capabilities through historical trend reports, joined reports, and creating dynamic dashboards.