SALESFORCE CRM
    
CRM CONCEPTS 

•    What is CRM? 
•    Common business issues faced by companies today 
•    How CRM can help? 
•    What CRM brings to business? 
•    Evolution of CRM 
•    Business value of CRM 
•    What CRM means to you as a user? 
•    Customers benefiting from CRM 
•    A view of available of CRM products from IT industry 
•    Compare Salesforce.com CRM with other CRM products

SALESFORCEAdministration

Sales Cloud Concepts 

•    Home page, Tabs, Apps, Tab Home Pages, Record, Detail Page, Related lists and Sidebar 
•    Understanding Leads and Opportunities 
•    Adding A Lead 
•    Adding An Account 
•    Edit An Account Record 
•    Adding A Product To An Opportunity 
•    Sales ID 
•    Adding A Task 
•    Connect To Microsoft Outlook 
•    Send And Add An Email 
•    Logging A Call 
•    Document Tab 
•    Web to lead 
•    Web to case 
•    Assignment Rules 
•    Auto response Rules 
•    Sales automation 
•    Converting A Lead 
•    Team Contacts 
•    Adding An Opportunity 
•    Adding A Contact 
•    Creating A View 
•    Activity History 
•    Submitting A Case 
•    Campaigns Partner Roles Portals 
•    Communities 
Standard SFDC Applications 
    
•    Salesforce CRM Content 
•    Chatter 
•    Salesforce Knowledge 
•    Entitlements & Service Contracts 
•    Salesforce Answers 
•    Salesforce Mobile 
•    Customer Portal Partner Portal Salesforce to Salesforce
•    Force.com Sites 

Sales force.com Overview 

•    Overview of products 
•    Sales cloud and jigsaw 
•    Service cloud and Remedyforce
•    Social Chatter and Radian6 
•    Custom Force.com, Database.com, Heroku
•    App exchange 
•    Editions and pricing 

Service Cloud Concepts Create Case

•    Researching and Resolving Cases
•    Communicating the Outcome
•    Automate case management 
•    Capturing and associating cases efficiently 
•    Helping customers helping themselves 
•    Improving productivity 
•    Manage Cases

Security

•    User Security and Authentication 
•    Session Security Network
•    Security Security Tokens 
•    Data Security

Standard Objects 

•    Account 
•    Person Account 
•    Contact 
•    Lead 
•    Campaign 
•    Opportunity 
•    Quote 
•    Product and Price Bank 
•    Case 
•    CRON Trigger

Managing Users 

•    Profiles 
•    Roles 
•    Groups 
•    Queues 
•    Permission Sets 

Securing and Sharing Data 

•    Object-Level Security 
•    Field- Level Security 
•    Record-Level Security 
•    Field Accessibility 
•    Record Types 

Automate Business Process with Workflow Developing Approval Processes 

•    Formulas 
•    Syntax 
•    Object Formulas 
•    Where Do I Use Them? 
•    Workflows &Business Rules 
•    Visualforce
•    Limitations 
•    Best Practices 
•    Predefined Function and experiment     

Going Global 

•    Divisions 
•    Locale 
•    Currencies
•    Advanced currency Management
•    Translating the User Interface
•    Import
•    Export

Using Analytics 

•    Running Dynamic Reports 
•    Custom Report Types 
•    Dashboards 
•    Analytic Snapshots 

Overriding Link, Tabs and Label Sending Mass Email Importing Data 

•    Import Data wizard 
•    APEX Data Loader 
•    From Command Prompt 

Monitoring your Org 

•    Debug Logs
•    Email Logs
•    Login History
•    View Setup Audit Trail
•    Time-based Workflow
•    Scheduled Job
•    Outbound Messages
•    Apex Job Queue
•    Import Queue
•    Mass Email Queue
•    Case Escalation Rule Queue
•    Entitlement Process Queue
•    Bulk Data Load Jobs
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