● Set up the company profile
● Configure the user interface
● Set up activities and calendars
● Configure search settings
● Set up Chatter
● Understand Salesforce Admin1 settings

● Restrict logins
● Determine object access
● Set up record access
● Manage record access with the role hierarchy
● Deal with record access exceptions
● Control access to events
● Manage field-level security

● Administer standard fields
● Create new custom fields
● Create selection fields: pick lists and lookups
● Create formula fields
● Work with page layouts
● Work with record types and business processes
● Maintain data quality

● Import new records using import wizards
● Update existing records with the data loader
● Keep records up to date with Data.com and social accounts and contacts
● Mass transfer records between users
● Back up data with a weekly export
● Mass delete records

● Run and modify reports
● Create new reports with the report builder
● Filter reports
● Summarize report data with formulas and visual summaries
● Print, export, and email reports
● Build dashboards

● Set up workflow rules
● Automate leads and cases

● Automate the support process
● Understand the Service Cloud console
● Enable collaboration in the Service Cloud
● Analyze support data with reports and dashboards

● Troubleshooting Record Access L
● Understanding the Impact of Territory Management on the Sharing Model
● Managing Field Visibility

● Managing Changes in a Sandbox
● Deploying Changes Using Change Sets

● Building Custom Objects, Tabs, and Apps
● Creating Relationships Between Objects
● Using Delegated Administration

● Creating Custom Report Types
● Building Exception Reports with Cross Filters
● Categorizing Report Data with Bucketing
● Extending Summaries in Reports and Dashboards
● Displaying Multiple Views of Data Using Joined Reports
● Analyzing Data Over Time with Analytic Snapshots

● Customizing the Salesforce1 Mobile App
● Creating Object Specific Publisher Actions
● Creating Global Publisher Actions

● Assessing, Cleansing, and Maintaining Data Quality
● Merging Duplicate Records
● Cleaning and Enriching Data with Data.com

● Creating Formulas and Workflow Rules to Enforce Business Processes
● Troubleshooting Business Process Execution Issues
● Understanding When Business Process Automation Must Be Extended Using Programmatic Means

● Managing Approval Processes
● Troubleshooting Approval Processes

● Understanding Use Cases for Visual Workflow
● Building and Deploying a Flow