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Salesforce Lightning 2020 Certified Administrator Part 3

Salesforce Certified Administrator Course - Part 3 - Covers Service & Support, Activity & Data Management ADX201
Instructor:
Mike Wheeler
7,614 students enrolled
English [Auto]
Gain an in-depth understanding of the these knowledge areas of the Administrator exam - Service & Support Applications, Activity Management & Collaboration, and Data Management
Learn how to administer the Salesforce Platform in the new user interface - Lightning Experience
Work through the Admin Certification prep in Salesforce Lightning Experience
This course compliments Mike Wheeler's previous Admin Course which covers the Salesforce Classic User Interface

My original Salesforce Classic Administrator Certification Course released in March of 2016 and is the best-selling and highest rated Salesforce course of all time, worldwide (not just on Udemy). I have been teaching Salesforce online since that time and have taught well over 110,000 students. 

This course is part 3 of a new course series, recorded in the current release of Salesforce. Whereas my prior course was recorded in Salesforce Classic, this course is recorded in Lightning Experience. Also, in order to get the most current information out to you as quickly as possible, I am dividing up the Salesforce Administrator Certification into a series of courses – this is the third course in the new series.

This course covers the following Knowledge Areas of the Exam Guide:

  • Service and Support Applications

  • Activity Management and Collaboration

  • Data Management

After Tens of Thousands of Udemy Survey ratings for my courses, the students have spoken:

“Are you learning valuable information?” 99.6% answered YES

“Are the explanations of the concepts clear?” 99.8% answered YES

“Is the instructor knowledgeable about the topic?” 99.9% answered YES

Course and Service & Support Introduction

1
Course Introduction - Service and Support Applications Knowledge Area
2
Assigning the Service Cloud Feature License to Users
3
Case Management Overview - Core Case Features and Functions
4
Support Processes
5
Case Record Types
6
Creating and Revising Status Picklist Values on Cases
7
Editing Case Page Layouts and Assignments
8
Adding a Path to Cases
9
Service Console Customization
10
Email to Case
11
Web-to-Case
12
Case Assignment Rules
13
Support Settings
14
Case Queues
15
Case Auto-Response Rules
16
Case Escalation Rules
17
Business Hours
18
Case Teams
19
Case Closure Configuration
20
Creating a Close Case Quick Action
21
Salesforce Solution Management
22
Enabling Salesforce Knowledge
23
Adding Knowledge to the Service Console
24
Knowledge Record Types and Page Layouts
25
Versioning and Publishing of Knowledge Articles
26
Using Knowledge Articles While Working Cases
27
Solutions vs. Knowledge
28
Creating Data Categories for Knowledge Articles
29
Importing Articles to Salesforce Knowledge
30
Salesforce Communities Introduction
31
Creating a Community
32
Lightning Bolt Solutions, Ideas and Questions in Communities

Innovation Hub Installation Guide - https://docs.google.com/presentation/d/1GWUkXiLpYZNdR6n0szcNDuET9EzYtY0HXMr1jBT21HQ/edit?usp=sharing

Innovation Hub on the AppExchange - https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EtEHSUA3


Activity Management and Collaboration

1
Activity Management and Collaboration Introduction

In this knowledge area, we address the Activity Management and Collaboration Knowledge Area. This encompasses the various primary components of Activity Management inside of Salesforce; namely Activities, Events and Tasks.

Whenever you see the term Collaboration in relation to Salesforce, that means Chatter, which was created to facilitate collaboration inside of Salesforce. A newer entrant to the Collaboration landscape as well inside of Salesforce is Quip. Although Quip is not currently on the Admin exam at the time of this recording, we’ll still bring some of Quip’s collaboration features into view as well (verify).

In reviewing the Exam Guide, the main points related to the Activity Management and Collaboration Knowledge Area are:

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

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


2
Creating Tasks and Marking Them as Complete
3
Tasks Customization
4
Event Management
5
Public Calendars
6
Chatter for Collaboration
7
Chatter Feeds and Feed Tracking
8
Publisher Actions
9
Emojis in Chatter Posts
10
Chatter Groups and Seen-By Counts

https://help.salesforce.com/articleView?id=collab_group_seenby.htm&type=5

11
Chatter Security
12
Chatter Streams
13
Draft Posts

Draft Posts is a new option that lets you automatically save all your unpublished feed items.

To turn on Draft Posts in your org, navigate to the Chatter setup menu. Under the Draft Posts section, select Allow draft posts. Once you’ve enabled it, as you type a new post, Chatter saves your work to the My Drafts tab. Add files, links, images, mentions, hashtags, and any other rich text.

You can access your drafts in My Drafts when you’re ready to publish, edit, or delete them.


Data Management

1
Data Management Introduction
2
Data Export
3
Data Import Wizard
4
Data Loader
5
Data vs. Metadata
6
Duplicate Management
7
Merging Duplicates
8
Universal Picklists
9
Sample Exam Question #4
10
Validation Rules
11
Bonus Lecture: Coupons and Free Courses
You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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Includes

4 hours on-demand video
5 articles
Full lifetime access
Access on mobile and TV
Certificate of Completion
Salesforce Lightning 2020 Certified Administrator Part 3
Price:
$218.98 $159

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