Describe the components of the company profile (e.g., fiscal year, business hours, currency management, default settings, company information)

- Identify the steps to set up and/or maintain a user (e.g., assign licenses, reset passwords, and resolve locked user accounts). - Given a scenario, troubleshoot common user access and visibility issues.

Distinguish between the various UI features that an administrator controls, including the implications (e.g., UI settings, search settings, list views, home page layouts).

- Explain the various organization security options (e.g, passwords, IP restrictions, identify confirmation, network settings). - Describe the features and capabilities of the Salesforce sharing model (e.g., record ownership, organization-wide defaults, roles and the role hierarchy, manual sharing, sharing rules and public groups). - Describe the various settings and permissions, object permissions, field-level security). - Given a scenario, determine the appropriate use of a custom profile.

- Describe the standard object architecture and relationship model. - Explain how to create, delete, and customize fields, page layouts, and list views for custom & standard objects. - Given a scenario, determine the appropriate fields and page layouts for custom & standard objects. - Explain how to create, delete, and customize record types for custom and standard objects. - Given a scenario, determine the appropriate record types and business processes for custom & standard objects. - Explain the implications of deleting fields. - Decribe when to use and how to create formula fields.

- Given a scenario, identify the capabilities and implications of the sales process. - Given a scenario, identify when to apply the appropriate sales productivity features (e.g., big deal alerts, update reminders, similar opportunities, competitors, team selling). - Describe the capabilities of products and price books. - Describe the capabilities of lead management (e.g., lead conversions, lead source, lead field mapping). - Given the scenario, identify how to automate lead management (e.g., queues, assignment rules, web-to-lead, and auto-response). - Describe the capabilities of campaign management (e.g., hierarchies, influences, campaign members).

- Describe the capabilities of case management (e.g., case processes, case settings, & case comments). - Describe the capabilities of solution management (e.g., settings, categories, processes). - Describe the basic capabilities of portals. - Describe the capabilities of Community application (e.g., Ideas, Answers). - Describe the capabilities of the Salesforce Knowledge.

Describe the capabilities of activity management (e.g., manage tasks, events public calendars, multi-day events, cloud scheduler).

Describe the features of Chatter (e.g., feed, groups, following, security).

- Describe the considerations when importing, updating, transferring, and mass deleting data (e.g., CSV files, field matching, matching types, record IDs, external IDs, duplicate records). - Given a scenario, identify tools and use cases for managing data (e.g, data loader, data import wizard). - Describe the capabilities and implications of the data validation tools. - Describe the different ways to back up data (e.g., weekly data export service, exports, dataloader).

- Describe the capabilities of Salesforce Content (e.g., presentation assembly, content delivery, content packs, workspaces, tags). - Describe how folders can be used to organize & secure communication templates, dashboards, reports and documents.

- Describe the options available when creating or customizing a report (e.g., report types, report format, fields, summarizing data, filtering data, charting, scheduling, & conditional highlighting). - Describe the impact of the sharing model on reports. - Describe the options available when creating & modifying dashboards (e.g., dashboard components, data sources, chart types, scheduling, and running users). - Describe the capabilities of custom report types.

- Describe when workflow are evaluated. - Describe the capabilties of workflow rules & actions. - Given a scenario, identify the appropriate workflow solutions. - Describe capabilities and use cases for the approval process.

- Describe the capabilities of Salesforce Mobile. - Describe the installation & synchronization options of Salesforce for Outlook.

Identify use cases for AppExchange applications