• 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.

• Explain the various organization security options (e.g., passwords, IP
restrictions, identity 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).
• Given a scenario, apply the appropriate security controls (e.g.,
organizationwide defaults, roles and the role hierarchy, manual sharing,
sharing rules and public groups).
• Describe the various settings and permissions a profile controls (e.g., IP
access, login hours, record types, access to tabs, permissions, object
permissions, fieldlevel security).
• Given a scenario, determine the appropriate use of a custom profile.
Weighting 1% Weighting 15% Weighting 9% Weighting 1%

• Describe the standard object architecture and relationship model.
• Explain how to create, delete, and customize fields, page layouts, and list
views for custom and standard objects.
• Given a scenario, determine the appropriate fields and page layouts for
custom and 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 and standard objects.
• Explain the implications of deleting fields.
• Describe 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 a 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, and case comments).
• Given a scenario, identify how to automate case management (e.g., case
assignment, auto-response, escalation, web-to-case, email-to-case, case
teams).
• Describe the capabilities of solution management (e.g., settings,
categories, processes).
• Describe the basic capabilities of portals.  Describe the capabilities of
the Community application (e.g. Ideas, Answers).
• Describe the capabilities of Salesforce Knowledge. Weighting 18%
Weighting 6% Weighting 9%

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

• Describe the options available when creating or customizing a report (e.g.,
report type, report format, fields, summarizing data, filtering data, charting,
scheduling, and conditional highlighting).
• Describe the impact of the sharing model on reports.
• Describe the options available when creating and modifying dashboards
(e.g., dashboard components, data sources, chart types, scheduling, and
running user).
• Describe the capabilities of custom report types. Weighting 3 3%%
Weighting 1% Weighting 11% Weighting 13% Weighting 2%

• Describe when workflow are evaluated.
• Describe the capabilities of workflow rules and actions.
• Given a scenario, identify the appropriate workflow solution.
• Describe capabilities and use cases for the approval process.

• Describe the capabilities of Salesforce Mobile.
• Describe the installation and synchronization options of Salesforce for
Outlook.

• Identify use cases for AppExchange applications