Administration Concepts of Salesforce


  • Could Computing Introduction
  • Classification of Cloud Services

PAAS (Platform As A Service)

SAAS (Software As A Service)

IAAS (Infrastructure As A Service)

  • Introducing the Platform
  • Technologies Behind a Platform


  • Introduction about database and relational database
  • Create Apps
  • Create Custom Objects & Custom Fields& Custom Tabs
  • Advanced Fields(Picklists, Dependent Picklists, Formula fields and Rollup Summary fields)
  • Data Validation Rules
  • Customize Page Layouts, Record Types
  • Customizing Relationships(LookUp & Master Detail)
  • Search Layouts

Securing and Sharing Data:

  • Introducing Profiles
  • Standard Profiles
  • Custom Profiles
  • Accessing Field-Level Security Settings
  • Introducing Organization-Wide Defaults
  • Introducing Role Hierarchies
  • Introducing Sharing Rules
  • Introducing Manual Sharing & Permission sets

Collaborating with Chatter:

  • Introducing Chatter
  • Enabling Feed Tracking on Positions and Job

Workflow and Approval Processes:

  • Introducing Workflow Rules
  • Introducing Workflow Actions: Tasks, Field Updates, and Alerts
  • Introducing Approvals
  • Planning for Approval Processes
  • Creating an Email Template for Approvals
  • Creating an Approval Process
  • Creating Approval Steps
  • Creating Approval Actions
  • Activating Our Approval Process

Data Utility Tools:

  • Import Wizard
  • Data Loader

Analyzing Data with Reports and Dashboards

  • Report formats
  • Create Report Types
  • Create Custom Reports
  • Create Dashboards

Salesforce1 (Mobile)

  • Initial Set Up
  • Use the Mobile App
  • Optimize for the Mobile Display
  • Quickly Create Records Using Global Actions.
  • Create Related Records with Object-Specific Actions.

Sales Cloud Overview

  • Lead Management
  • Account Management
  • Contact Management
  • Opportunity Management
  • Quote Management
  • Sales Fore Casting
  • Territory Management

Service Cloud Overview

  • Case Management
  • Knowledge Articles
  • Live Agent
  • CTI

Communities Overview

The App exchange:

  • Learn about App Exchange
  • Install an App
  • Uninstall an app

Analyzing live project requirements and building an application using all the concepts covered above.

Development Concepts of Salesforce

    Visualforce Development

Introduction about Visualforce:

  • Enable Visualforce Development Mode
  • Create a Visualforce Page & adding components
  • Compiling Visualforce Successfully
  • Edit & Search all Visualforce Pages
  • Using the Visualforce Component Library

Adding Attributes to VF components:

  • Add Attributes Using Auto-Suggest
  • Add Additional Components
  • Add Nested Components

Understanding Simple Variables and Formulas

  • Global Variables
  • Basic Formulas
  • Conditionals

Using Standard Controllers

  • Find Identifiers of Records
  • Display Data from a Record
  • Display Fields from Related Records
  • Associating a Standard Controller with a Visualforce Page
  • Accessing Data with a Standard Controller
  • Using Standard Controller Actions
  • Validation Rules and Standard Controllers
  • Checking for Object Accessibility
  • Custom Controllers and Controller Extensions

Using Standard Controllers

  • Associating a Standard List Controller with a Visualforce Page
  • Accessing Data with List Controllers
  • Using Standard List Controller Actions
  • Using List Views with Standard List Controllers
  • Overriding Tabs Using a Standard List Controller
  • Adding Custom List Buttons using Standard List Controllers

Using Standard User Interface Components

  • Display a Record of Related Lists
  • Display a Table
  • Building a Table of Data in a Page
  • Editing a Table of Data in a Page

Overriding and Pointing to Pages

  • Override the Standard Display for a Page
  • Embed a Page on a Standard Layout
  • Create a Button that Links to a Visualforce Page
  • Create Hyperlinks to URLs or Other Visualforce Pages
  • Redirecting to a Standard Object List Page

Customizing User Interface Components

  • Style the HTML with CSS
  • Iterate Using Unstyled Lists and Tables
  • Adding and Customizing Input Field Labels

Inputting Data with Forms

  • Create a Basic Form
  • Display Warning and Error Messages

Reusing Pages with Templates

  • Create a Template
  • Use a Template with Another Page
  • Include One Visualforce Page within Another

Creating and Using Custom Components

  • Create a Simple Custom Component
  • Add a Custom Component to a Visualforce Page

Updating Visualforce Pages with Ajax

  • Identify a Region for Dynamic Updates
  • Add Dynamic Re-Rendering

Using Extensions to Add Functionality

  • Create a Controller Extension
  • Add an Extension to a Visualforce Page

Using Static Resources

  • Creating a Static Resource
  • Referencing a Static Resource in Visualforce Markup

Creating and Using Custom Controllers

  • What are Custom Controllers and Controller Extensions?
  • Building a Custom Controller
  • Building a Controller Extension
  • Controller Methods
  • Controller Class Security
  • Considerations for Creating Custom Controllers and Controller Extensions
  • Order of Execution in a Visualforce Page
  • Testing Custom Controllers and Controller Extensions
  • Validation Rules and Custom Controllers
  • Using the transient Keyword
  • Create a Page with a Controller
  • Add a Method to Retrieve Account Records
  • Add an Action Method to a Controller

Using JavaScript in Visualforce Pages

  • Using $Component to Reference Components from JavaScript
  • Using JavaScript Libraries with Visualforce
  • JavaScript Remoting for Apex Controllers
  • Visualforce Remote Objects

              Apex Development

Introducing Apex

  • What is Apex?
  • When Should I Use Apex?
  • How Does Apex Work?
  • Developing Code in the Cloud
  • Understanding Apex Core Concepts

Using the Developer Console

  • Creating an Apex Class
  • Calling a Class Method
  • Alternative Apex Class Creation

Apex Language Fundamentals

  • Data Types (Primitive Data Types)
  • Comments, Case Sensitivity, Collections and Loops
  • Classes, Interfaces and Properties
  • Exception Handling

Control Flow Statements

  • Conditional (If-Else) Statements
  • Loops

Classes, Objects, and Interfaces

  • Understanding Classes
  • Understanding Interfaces
  • Keywords
  • Annotations
  • Differences Between Apex Classes and Java Classes
  • Class Definition Creation

Working with Data in Apex

  • sObject Types
  • sObject Relationships
  • Adding and Retrieving Data
  • DML
  • SOQL and SOSL Queries
  • SOQL For Loops
  • sObject Collections
  • Custom Settings


  • Trigger Events, Trigger Syntax
  • Context Variable Considerations
  • Bulk Triggers
  • Invoking Trigger

Order of Execution

Running Apex With in Governor Execution Limits

Apex Testing

  • Understanding Testing in Apex
  • What to Test in Apex
  • What are Apex Unit Tests?
  • Understanding Test Data
  • Running Unit Test Methods
  • Testing Best Practices
  • Testing Example
  • Testing and Code Coverage
  • Code Coverage Best Practices

Dynamic Apex

Debugging Apex

  • Understanding the Debug Log
  • Exceptions in Apex


  • By using Change Sets
  • By using IDE tool
  • By using Eclipse

Scheduled Execution of Apex

Real Time project assignment to develop using Apex & Visualforce


Integrations Overview

Security, Authorization and Authentication

Introduction to Apex REST

  • Apex REST Annotations
  • Apex REST Methods
  • Exposing Data with Apex REST Web Service Methods
  • Apex REST Code Samples

Introducing SOAP API

  • Bulk API
  • Metadata API
  • Choosing a WSDL
  • Create Web services.
  • Create email services.

Invoking Callouts Using Apex

  • Web Service Methods
  • SOAP Services: Defining a Class from a WSDL Document

Integration with third Party applications (ERP, BI, SharePoint etc.)

Other Features

  • Development Tools
  • Best practices
  • Data Migration


Business people started using the term Customer Relationship Management (CRM) since the early 1990s when the concept of business started to change from being transactional to relational. CRM directly contributes towards customer benefits and the growth of businesses.

Information Technology plays a very critical role in identifying, acquiring, and retaining the customers, and thereby managing a healthy relationship with them.

Here in this chapter, we will discuss the very basics of CRM.

What is CRM?

There can be multiple definitions of CRM from different perspectives −

  • From the viewpoint of the Management, CRM can be defined as an organized approach of developing, managing, and maintaining a profitable relationship with customers.
  • By equating the term with technology, the IT organizations define CRM as a software that assists marketing, merchandising, selling, and smooth service operations of a business.
  • As per Franics Buttle, World’s first professor of CRM, it is the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to a target customer at profit. It is grounded on high quality customer data and information technology.

The primary goal of CRM is to increase customer loyalty and in turn improve business profitability.

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