Salesforce Associate Certification Exam Prep
Salesforce Trust
A Salesforce community's home for real time information on system performance, security and compliance.
Customer 360 Guides
A collection of assets that show how to integrate Salesforce products. Best practices and proven integration solutions from salesforce customers are shared to transform your business and have the flexibility to be resilient through market change.
Trailhead
A free, gamified online learning community where you can learn everything you need to know about the salesforce system itself. Earn badges and points while getting hands on experience (usually in playgrounds) as you learn the platform.
Chatter
A native tool within Salesforce, that helps people share information and collaborate with others inside and outside a Salesforce organization.
Trailblazer Community & Trailhead Community Tab
A place to connect with Trailblazers, explore career paths, and give back. Known throughout the ecosystem as the "Ohana" and is a great place to get involved in the Salesforce community. Here you can interact and collaborate with other Trailblazers on your journey, participate in fun quests and events, and find community groups near you.
Trailhead - Trailblazer.me Profile
A running account of your trailhead and salesforce accomplishments where you find your certifications, badges earned, skills and details as well as track community engagement, connections and more.
Salesforce App
A set of objects, fields, tabs, pages, utilities and other functionality that supports a business process and work together to serve a particular function. You can see which one you're using and switch between them by clicking the square of 9 dots in the upper left corner of Salesforce.
Multitenacity (Multitenant Environment)
A single application that serves multiple organizations. Essentially Salesforce provides a core set of services to all customers in [this type of] cloud.
Organization
A specific instance of Salesforce. A Company can have one or multiple.
Object Manager
A tool found within "Setup" that lets admins access object management settings for both standard and custom objects. After selecting an object within this tool, you can adjust: - page layouts - compact layouts - create action buttons - data validations - and much more for that particular object. It is the hub of customization for the objects within the salesforce org.
Declarative Programming
Allows click, drag and drop functionality to create unique scalable solutions. This allows the programmer to tell the system what to do through "clicks, not code". Opposite of this is "Imperative". Point-and-click customizations.
"New" Button in List View (what does it do?)
Allows the user to create new records to the object (Tab/List View) they are currently on.
Global Search Bar
Allows the user to search the entire salesforce database or filtered portions of it easily and effectively. It appears at the very top center of the screen.
Tableau Analytics Products - Tableau Desktop
Analyze data without writing code through visual analytics. This tool can guide anyone to notice patters and take action through limitless data exploration that encourages data-driven decision-making.
Salesforce Marketing Careers - Data Analytics
They build a unified customer view across marketing, commerce, IT, sales, and service. Boost efficiency with a customer data platform strategy.
Salesforce Marketing Careers - Content Marketing
They build brand awareness with engaging stories. Grow an online presence with shareable content and learn how to use metrics to track success.
Salesforce Service Careers - Chief Customer Officer (CCO)
They build strategies and service operations that boost customer loyalty. Grow your service organization from a cost center to a revenue-generating unit.
Salesforce Sales Careers - Account Executive (AE)
They connect with warm prospects to craft product solutions, offer compelling sales pitches, lead demos, and close deals
Salesforce Sales Careers - Chief Revenue Officer (CRO)
They create a unified vision of success for customers and employees by focusing on cross-team alignment and growth strategies
Salesforce Service Careers - Service Leader
They develop and implement strategies to enhance departmental service delivery, operating procedures, and support standards.
Salesforce Services Careers - Field Service Leader
They develop methods, guidelines, and policies to facilitate efficient on-site service and improve customer support.
Salesforce Marketing Careers - Email Marketing
They drive greater campaign click-through rates, reengage inactive subscribers, and grow your subscriber base with an enterprise email solution.
Salesforce Service Careers - Service Operations Analyst
They drive the end-to-end customer service process through gathering system requirements, testing, and producing data.
Salesforce Service Careers - Service Agent
They engage with customers across multiple channels to ensure their needs are met and provide timely, attentive, upbeat service.
Salesforce Designer - Strategy
They frame design challenges, develop clear strategic visions, and roadmap Salesforce solutions that create value for all stakeholders.
Salesforce Marketing Careers - Marketing Leader
They learn about the latest innovations in marketing to stay ahead of the competition. Find new ways to engage your customers and guide your teams with empathy.
Salesforce Designer - User Experience
They optimize flows, interactions, and visual interfaces for intuitive, human-centered experiences built on the Salesforce Platform
Salesforce Sales Careers - Sales Leader
They oversee teams of AEs and BDRs to ensure quotas are hit, deal obstacles are removed, sales targets are on point, and employees are happy
Salesforce Sales Careers - Business Development Representative (BDR)
They research and contact new prospects to begin relationship-building in preparation for sales pitches and demos
Salesforce Service Careers - Service Manager
They train, lead and inspire a team of service agents to work efficiently and add value to customer experiences.
Salesforce Marketing Careers - Demand Generation
They understand your buyers and target audiences to reach them with personalized offers. See how real-time data and account-based marketing drive demand.
Salesforce Consultant
They work with stakeholders to define requirements, customize the platform, and enable users to get the most out of Salesforce. Works to help companies meet their missions by driving client-specific implementation as well as ongoing system improvements on the Salesforce platform.
User Settings
This component displays a user's username, email address, language, locale, time zone, profile visibility (defines preferences, security levels, logins, etc.), and email notification settings.
Global Actions
This feature allows users to create records, send emails, assign tasks and more without leaving the page they are on. Create new object records that have no direct relationship with other records.
Service Cloud
This platform (cloud) helps companies run and improve their customer service using accounts, contacts, cases, and solutions. It's designed to help support past, current, and future customer service requests to help companies retain their existing customers.
Trailhead - Learn Tab
From trails to projects and everything in between - under this tab in trailhead is where you can navigate all of the primary learning materials to support your journey as a Salesforce professional. If you know what you are looking for, you can also use the search bar at the top of the Trailhead interface.
Activities
These capture what is going on with a specific record and include Tasks, Logged Calls, Events and Emails
Nonprofit Cloud
The platform (cloud) that connects all your organization's functions across fundraising, marketing, programs, and grants.
Salesforce Marketing Careers - Product Marketing
They analyze market trends to position your company's product(s), and craft compelling messages across channels that highlight benefits for the customer.
Commerce Cloud Products - Commerce Marketplace
Boost profits and reduce inventory risk by adding third-party sellers to a digital marketplace.
Marketing Cloud Products - Engagement
Build customer relationships with personalized marketing and customizable journeys.
Salesforce Developer
Build integrations, custom business apps and solutions with a combination of no-code tools and code. Responsible for coding, configuration and maintenance of salesforce applications. Use APIs to create web apps on Heroku, supercharge their integrations with MuleSoft or customize one of the standard salesforce applications.
Fields
Columns in object database tables. Both standard and custom objects have these.
Tableau Analytics Products - Tableau Prep
Combine, shape and clean data with a visual interface (self-service). ____________ Builder and ______________ Conductor work together to make data analysis and management faster and easier than ever.
Navigation Bar
Contains a set of buttons or hyperlinks, usually referred to as Tabs, that when clicked on take the user to other sections of the site.
Service Cloud Feature - Case Management
Create efficiency in high touch service centers by empowering agents to solve problems/issues/tickets faster.
Commerce Cloud Products - Order Management
Cut costs and drive efficient growth. Sell wherever your customers shop and fulfill on any channel.
Customer 360 Approach
Data from the clouds are interconnected so customer data from every step of their journey is captured in one place. This shared view enables teams to work together to deliver personalized experiences and trusted relationships with customers. "Single source of truth" for customer information.
Service Cloud Feature - Analytics
Deliver better customer service with insights from your customers and workforce.
Service Cloud Add-Ons - Field Service
Deliver efficient ______________ operations and cut costs with mobile apps and scheduling.
Marketing Cloud Products - Personalization
Deliver real-time, 1-to-1 customer experiences at every touchpoint.
Salesforce Architect (Solution Architect)
Design domain-specific, multi-cloud solutions on the salesforce platform that power personalized, frictionless customer experiences that maximize business value. Design, build and deliver/implement solutions that businesses need to succeed in a demanding economy. They are the lead technical resource for delivery teams and project stakeholders. They build technical vision, proof of concepts that teams can further iterate on and design organizational strategy and data model for salesforce implementation. Act as a trusted advisor and leader who partners with business stakeholders and executives to design a vision and architecture for a solution to meet a certain business problem.
Service Cloud Add-Ons - Digital Engagement
Digitize the contact center and scale personalized service with AI-powered bots across every channel.
Commerce Cloud Products - B2B Commerce
Drive efficiency and profitability for B2B purchasing and create seamless ordering experiences.
User Profile
Every Salesforce user has this, it defines their preferences, security levels and more (see list below). - Assigned apps - Tab settings - Record type assignments - Page layout assignments - Object permissions (CRED) - Field permissions - User permissions (app and system) - Custom permissions - Login hours - Login IP ranges
Salesforce Marketing Careers - Marketing Analytics
Explore the data that drives revenue and inspires customers' behaviors. Learn how to use marketing metrics to personalize the customer experience.
Tableau Analytics Products - CRM Analytics
Gives contextual insights and recommendations to drive your business every day. Empower employees with analytics fueled by AI and integrated right inside CRM.
Tabs
In Salesforce, these represent objects and are containers for information or records. They are the starting point for viewing, editing, and entering information for a particular object. Each one holds information for a particular object or part of the business (such as accounts or contacts). They appear side-by-side at the top of the screen in what is known as the "Navigation Bar".
Setup>Quick Find
In this search bar, an admin or other specified user can navigate to almost all customizable functionality in Salesforce.
Related List
Includes details and links to other records. Shows a list of records from a related object. On a parent record, these display the related child records.
Revenue Intelligence (Tableau)
Infuses Sales Cloud and Industry Clouds with data and AI to fuel growth. Empower teams to forecast accurately, de-risk the pipeline, and close deals with actionable insights — all on a single, customized platform. Now available for Financial Services, Manufacturing, Communications, Consumer Goods, and Energy & Utilities Cloud.
Tableau Analytics Products - Tableau Cloud
Keep data safe. Get hosted self-service analytics in a secure place and collaborate freely with ______________,
Commerce Cloud Products - Payments
Move faster with All-in-One Commerce and launch new sites, geographies, and __________ methods.
Key Attributes of Salesforce (4 of them)
Multitenant Environment Declarative Clouds to Support Business AppExchange
Business Analyst
Project based, business-improvement role. They help guide businesses to improve business processes and efficiency in Salesforce. They elicit, document and analyze requirements around business challenges and then produce data-driven solutions. Go-to person when it comes to communication between IT and business stakeholders to ensure all involved work together. Support revenue growth and client retention. Responsible for: Needs analysis, eliciting requirements, business case definition, requirements writing & review, flow & process diagramming, wireframing, business data analytics, problem solving. Facilitating, implementing and testing solutions.
List View
These appear in each object / navigational tab and contain a data table and a toolbar of action buttons that can apply to the records (rows) and fields (columns) associated with the object whose tab the user is on. It's one of the most common places users work to see organized views of and act on their company and customer data. Users can create custom / specialized ones to view and sort records and support their most common tasks.
Records
Rows in object database tables. These represent the actual data associated with an object.
6 Major / Core Clouds
Sales Service Marketing Commerce Experience Analytics (Tableau, MuleSoft) Note: in addition to these 6 core clouds, there are 9 other types of clouds for specific types of applications and industries.
Customer 360 Products
Sales Service Marketing Commerce Tableau MuleSoft Slack Genie Platform Industries Net Zero Partners Einstein AI Experiences Truth Success
Service Cloud Feature- Automation
Scale your service with _____________ and increase productivity with AI-powered workflows.
Tableau (Analytics)
See real-time analytics and data visualizations with this.
Customize or Create a List View (how-to)
Select the "List View Controls" cog/gear icon in the upper right of the object list view page and click "New".
Service Cloud Add-Ons - Self Service
Simplify service, lower case volume, and help customers find critical answers fast.
Salesforce Administrator
Solves business problems by working with stakeholders to define system requirements and customize the platform. Enable users to get the most out of salesforce technology. Best understands how to make the platform work for their company's goals. Builds, configures, and automates technology solutions to deliver business value. Maintain salesforce systems for companies. They are a vital bridge between business and technology. Core responsibilities: supporting users, managing data, maintaining security standards and delivering actionable analytics.
Objects
Tables in the salesforce database that store a particular kind of information. There are standard ones like Accounts and Contacts and custom ones.
Einstein AI
Take data-driven actions with suggestions from this.
Sales Cloud
The platform (cloud) designed to help salespeople sell smarter and faster, allowing them to easily manage the company's contacts, accounts, leads, opportunities, quotes, and deals all in one place as well as use pipeline and forecast management features. It centralizes customer information, logs their interactions with your company, and automates many of the tasks salespeople do every day. Helps teams spend less time on administration and more time closing deals. For sales managers, this cloud / platform gives real-time visibility into their team's activities, so forecasting sales with confidence is easy. Boosts productivity with automation, strengthens customer relationships / grows accounts faster, grow predictable revenue.
Marketing Cloud
The platform (cloud) for delivering relevant, personalized journeys across channels and devices - enabling marketers to deliver the right message at the right time throughout all phases of the relationship. Includes integrated solutions for customer journey management, email, mobile, social, web personalization, advertising, content creation and management and data analysis With ____________________, you will be able to: know your customers, personalize their experience, engage across the entire journey, analyze your impact
Health Cloud
This platform (cloud) strengthens patient relationships and creates personalized engagements that drive health outcomes. - Customize care plans and prioritize tasks based on immediate needs and level of importance - Empower patients to access and track progress towards their health goals - Gain a rich understanding of each individual including treatment plans, patient preferences, and more - Capture personalized, timely, and actionable insights with assessments - Connect patients to the right care faster by combining relevant patient data from different systems into a single view - Make every interaction an opportunity to provide proactive support and increase patient satisfaction
Kanban View (List Views)
This view organizes a set of records into columns to track work at a glance. It depicts a graphical view of where certain records are in a process.
Salesforce Values
Trust Customer Success Innovation Equality Sustainability
Trailhead - Credentials Tab
Under this trailhead tab, you will find both Superbadges and Salesforce Certification material. Superbadges allow Trailblazers to test their skills against real-world business challenges. Certifications are the baseline qualifications to be a Salesforce professional.
Marketing Cloud Products - Customer Data Platform
Unify, segment, activate, and analyze all your data with a _____________________ platform.
MuleSoft
Unlock all your data inside and outside your CRM with this.
Commerce Cloud Products - B2C Commerce
Unlock performance and agility for commerce that scales with headless, templates, and more.
How (in what environments) should you make changes to an existing field?
Use a sandbox for development, testing and training to avoid compromising the data and applications in a production org. Make the changes in a sandbox, test, deploy to production, and test.
Marketing Cloud Products - Intelligence
Use one platform for all your marketing data, investments, KPIs, and decisions.
Experience Cloud
Use this cloud to empower customers and collaborate with partners. This product would be helpful for a company that wants to create a private website where they can publish helpful content on products and allow partners to collaborate on how to boost their sales.
Commerce Cloud
Use this cloud to streamline the purchasing process, personalize the buying experience and create a mobile-friendly shopping experience. Maximize revenue.
My Favorites
Use this feature to quickly access records, lists, groups, and other frequently used pages.
Tableau Analytics Products - Tableau Server
Use this to explore data in a trusted environment and extend it's value.
Marketing Cloud Products - Account Engagement
Use this to scale and automate marketing by improving alignment within teams. Unite marketing and sales on a single platform for B2B marketing automation.
Compact Layout
Used to display a record's key fields (that can also be found in record detail) at a glance. Using this, you can indicate which fields should appear in a record's highlights area.
Salesforce Help
Where Salesforce resources, such as product documentation, a glossary / definitions, and release notes are found. Can be accessed by clicking the "?" in the upper right corner.
Record Details
Where a user can find the associated information/fields (column data) for the specific record they are looking at.
Setup
Where certain users (typically administrators / consultants / developers) can access the "under the hood" or backend of the company's salesforce platform and they can customize almost every aspect of what users see and interact with on the front end.
Recycle Bin
Where deleted records can be viewed and restored before they are permanently purged from the system.
Trailhead - Go Mobile App
Where you can access learning and community on the go (without hands on challenges)
Trailhead Academy
Where you can find expert-led learning and credentials.
Marketing Cloud Products - Loyalty Management
Win customers for life — and keep them coming back — with personalized ___________ programs.
