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COURSE SYLLABUS

Introduction to CRM:
Why CRM?
Introduction to Cloud Computing & Salesforce.com
Cloud Computing – Overview
What is Software-as-a-Service (SAAS)?
What is Platform-as-a-Service (PAAS)?
What is Infrastructure-as-a-Service (IAAS)?
What is Salesforce.com?
Salesforce.com CRM Editions
Salesforce Architecture – Cloud Computing is a Better Model Multi-tenant
Salesforce Editions / Pricing
Salesforce.com Navigation – Overview:
Salesforce Certifications
Certified Force.com Developer(401)
Certified Administration (201)
Certified Advanced Force.com Developer(501), etc.,
Database Introduction:
Database Model – Object Creation
Salesforce Building Blocks
Standard Objects
Create custom Objects
CRM functionality in Salesforce and use of standard objects
Custom Objects Vs. Standard Objects
Create custom Fields
Create custom Tabs
Types of Tab:
Standard Objects – Account, Contacts, Leads, Campaigns, Opportunities etc.,
Custom object Tabs
Web Tabs
Visual force Tabs
Custom Application:
Limitations
Field Creation and its Relationships a. Different Data types
Standard Data types :
1. Text, Email, Number, Currency, URL, Text Area.
2. Storage Limitations
Read only Data types:
1.  Auto Number, Formula and Rollup summary
2.  Rollup summary Operations
3.  Sum(), Min(), Max() and Count
Relational Data types:
Lookup Vs. Master – Detail Relationship
Limitations
Required, External Id, Default Value and Unique fields
Salesforce Application elements:
Home Page, Tabs, Tab Home Pages, Detail Page, Side Bar, Apps, Record
Page Layouts:
Defining Page layouts
Field order changes
Adding custom buttons and links
Defining required and read only fields
Adding related list
Record Types:
To create and maintain record types for your organization.
Display different page layouts and picklist values based on record types.
Uses of Record Types
Field Dependencies:
Controlling field/Dependent field?
Making dependent pick list fields
Limitations
Validation Rules:
Defining Salesforce Data Validation
Creating Custom Validation Rules
Validation Vs. Trigger
Workflow rules:
Define workflow
Create Email template
Set up workflow rules
Set up workflow actions
Workflow Approval process:
Plan approvals using workflow
Use the approval wizard – standard vs. jump start
Create workflow approvals
Email Templates:
Email Templates – Sending Single emails and Mass emails.
Types of Templates – HTML (Using Letter Head) , Custom HTML (without using letter head), Visual force Email Templates
Data Management:
Import Wizard Vs Data Loader
Importing Overview
Exporting Overview
Import custom object records using the Data Loader
Use mass delete
Use storage
Personal Setup:
Managing Personal Information
Password Reset
User Management Overview
Roles, Users, Profiles & Sharing
Users, Roles and Profiles:
Creating Users
User Licenses Overview
Understanding Record Ownership and Access
Role Hierarchy
Profiles
1. Overview and different profiles
2. User Permissions
Security:
Managing the Users
Set Organization Wide Defaults (OWD)
Object-level Security
Field-level Security
Record-level Security
Sharing Rules
1.  Define Sharing rules
2.  Discuss about types of sharing rules
Reports & Dashboards
AppExchange:
Installing an App
Uninstalling an App

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