Salesforce CRM Professional Program

• Salesforce CRM Professional Program is a 6-month practical training path for learners who want to build career-ready skills in Salesforce administration, CRM support, business process automation and platform configuration.

• The program starts with Salesforce CRM and cloud foundations, then moves into user management, company settings, data model design, security, Sales Cloud, Service Cloud, reports, dashboards, automation, development awareness, integration and deployment readiness.

• Students learn how Salesforce is used to manage leads, accounts, contacts, opportunities, cases, activities, campaigns, customer lifecycle tracking, service operations, business approvals and management reporting.

• The course focuses on guided configuration rather than only theory, so learners practice setup navigation, object configuration, fields, page layouts, Lightning apps, access rules, reports, dashboards, Flow automation and admin support documentation.

• Learners build practical outputs such as configured CRM org setup, data schema, security access matrix, Sales Cloud workflow, Service Cloud case workflow, dashboard, automation pack, integration map and capstone project.

• The program also introduces Apex, SOQL and API awareness so future admins can communicate with developers, understand customization boundaries and support platform-ready business requirements.

• This course is suitable for freshers, business graduates, IT learners, CRM support candidates, working professionals and anyone who wants a structured entry into Salesforce Admin and CRM platform roles.

• By the end of the program, students should be able to configure common Salesforce features, explain CRM processes, troubleshoot access and data issues, create reports and automation, prepare support notes and present a portfolio-ready Salesforce capstone.

• Build a strong foundation in Salesforce CRM, cloud-based business applications and real customer lifecycle workflows.

• Understand CRM purpose through leads, accounts, contacts, opportunities, cases, activities, campaigns, customer lifecycle and business relationship tracking.

• Explore the Salesforce cloud ecosystem including Sales Cloud, Service Cloud, Experience Cloud awareness, AppExchange, platform apps and common ecosystem roles.

• Understand org concepts such as production org, sandbox awareness, setup menu, apps, tabs, objects, records, users, profiles, roles and permissions.

• Learn business process views including lead-to-cash, opportunity management, customer support, case resolution, reporting and manager approval flow.

• Practice navigation basics in Lightning Experience: app launcher, global search, list views, related lists, favorites, setup search and user personalization.

• Build data vocabulary around standard objects, custom objects, fields, records, relationships, record IDs, owners, activity records and audit fields.

• Understand implementation roles such as administrator, business analyst, consultant, developer, support specialist, end user, product owner and tester.

• Learn project terminology including requirement, user story, configuration, validation, testing, deployment, release note, support ticket and change request.

• Lab practice includes exploring a Salesforce org, identifying objects, mapping a simple CRM process, creating navigation notes and preparing a setup checklist.

• Learn the core administrator tasks required to manage Salesforce users, company settings and daily org operations.

• Navigate setup areas such as Quick Find, Object Manager, user settings, company information, security controls, automation areas and release features.

• Configure company settings including fiscal year awareness, business hours, holidays, currency awareness, language, locale, time zone and branding basics.

• Manage users by creating users, deactivating users, resetting passwords, freezing users, reviewing login history, understanding delegated administration and checking licenses.

• Understand profile basics including profile purpose, login hours, IP ranges, object permissions, field permissions, app access, tab access and system permissions.

• Learn role hierarchy impact on manager visibility, record access, sharing behavior, territory awareness and why roles should be used carefully.

• Use permission sets and permission set group awareness for extra access, least privilege approach, assignment review and access troubleshooting.

• Understand queues and teams such as case queues, lead queues, account teams, opportunity teams and business ownership models.

• Configure email and activity settings including email templates awareness, organization-wide email address awareness, tasks, events, reminders and productivity setup.

• Lab practice includes creating sample users, assigning profiles and permission sets, building a role hierarchy, configuring queues and testing access behavior.

• Design clean Salesforce data structures using objects, fields, relationships, validation rules and scalable naming practices.

• Understand the object model: standard objects, custom objects, external object awareness, record ownership, object labels, API names and object purpose.

• Work with field types including text, number, currency, percent, date, picklist, checkbox, email, phone, URL, formula, roll-up summary and long text areas.

• Build relationships such as lookup, master-detail, many-to-many with junction objects, parent-child behavior, cascade delete awareness and sharing impact.

• Practice schema design with object naming, field naming, required fields, help text, description, business meaning, data dictionary and future scalability.

• Create formula fields for calculated values, cross-object formulas awareness, date formulas, text functions, numeric formulas and formula limitations.

• Understand roll-up summaries such as count, sum, minimum, maximum, relationship requirements, reporting value and common use cases.

• Build validation rules for business rule enforcement, error conditions, error messages, required process checks and user-friendly guidance.

• Learn record type awareness for business process separation, page layout assignment, picklist values, user experience and support scenarios.

• Lab practice includes creating a custom object, adding fields, building relationships, creating a formula and validation rule and documenting the data model.

• Create a clean Salesforce user experience with Lightning apps, record pages, page layouts, tabs and guided interface decisions.

• Design Lightning apps with app launcher, navigation items, utility bar awareness, user groups and purpose-based workspace planning.

• Configure tabs and navigation including standard tabs, custom tabs, object tabs, tab visibility, app menu placement and productivity improvements.

• Build page layouts with field placement, sections, related lists, buttons, actions, read-only fields, required fields and layout assignment strategy.

• Configure Lightning record pages with components, highlights panel, tabs, related lists, activity timeline, visibility filters and page activation awareness.

• Understand dynamic forms awareness including field sections, component visibility, record page personalization, conditional display and cleaner user experience.

• Use compact layouts for key fields, mobile card view, record highlights, important data exposure and sales or service productivity.

• Create list views with filters, columns, sharing awareness, inline editing, mass actions, pinned views and team productivity use cases.

• Configure quick actions such as global actions, object-specific actions, create record actions, update fields, email actions and process speed improvements.

• Lab practice includes creating a Lightning app, configuring page layout, building a record page, adding related lists, creating a list view and testing user experience.

• Master Salesforce security layers and learn how to provide correct access without exposing unnecessary business data.

• Understand security principles such as least privilege, need-to-know access, data privacy, auditability, role-based access and support accountability.

• Configure object security using profile permissions, permission sets, permission set groups awareness and create/read/edit/delete/view all/modify all concepts.

• Apply field-level security including field visibility, read-only behavior, sensitive fields, profile assignment, permission set access and access verification.

• Understand record-level security with organization-wide defaults, role hierarchy, sharing rules, manual sharing awareness, teams, queues and ownership.

• Review login security including password policies, session settings, trusted IP ranges, login history, MFA awareness and suspicious access review.

• Design sharing rules with criteria-based sharing, owner-based sharing, public groups, role groups, access levels and business use cases.

• Compare profiles versus permission sets for base access, incremental access, clean assignment model, avoiding profile overload and audit-friendly design.

• Troubleshoot security issues such as missing object access, hidden field, record not visible, role mismatch, sharing gap and permission conflict analysis.

• Lab practice includes configuring OWD, profiles, permission sets, role hierarchy, sharing rules, field security and testing access with sample users.

• Configure core Sales Cloud processes for lead management, opportunity tracking, pipeline visibility and sales productivity.

• Understand sales process flow from lead capture, qualification and conversion to account management, opportunity stages, closure and customer handoff.

• Configure lead management with lead fields, lead source, assignment rule awareness, lead status, qualification criteria, conversion mapping and duplicate checks.

• Work with accounts and contacts including customer organization, contact relationships awareness, account hierarchy, activity history and ownership model.

• Manage opportunities through stages, probability, close date, amount, sales path awareness, required fields, competing deals and pipeline discipline.

• Understand products and price books including product catalog, standard price book, custom price book, opportunity products and revenue tracking.

• Learn quotes and contracts awareness such as quote lifecycle, approval needs, terms, contract visibility and integration with sales process design.

• Build forecasting awareness including quota, pipeline category, forecast category, manager review, expected revenue and sales performance tracking.

• Improve sales productivity through activities, tasks, events, email templates awareness, list views, Kanban view and guided sales process behavior.

• Lab practice includes configuring a sales process, creating lead flow, converting a lead, managing an opportunity, adding product and preparing a pipeline dashboard.

• Build support process skills using cases, queues, service routing concepts, knowledge awareness and service performance tracking.

• Understand service process flow: customer issue intake, case creation, classification, assignment, resolution, escalation, closure and feedback.

• Configure case fields, status values, priority, origin, type, reason, support process, page layouts and record types awareness.

• Manage queues and ownership including case queues, support team assignment, workload management, ownership changes and visibility for support managers.

• Understand assignment rules for routing cases by criteria, priority, product, region, team, support level and business coverage model.

• Learn escalation awareness including escalation rules, business hours, response time, overdue cases, notifications and SLA-style support thinking.

• Explore email-to-case awareness including inbound support email, case creation, threading concept, auto response awareness and support communication flow.

• Understand knowledge basics such as article purpose, FAQ support, agent productivity, knowledge search, approval awareness and customer self-service value.

• Build service reports covering open cases, overdue cases, case by priority, agent workload, resolution time and issue category analysis.

• Lab practice includes creating a case process, configuring a queue, testing assignment logic, creating a service dashboard and writing support case documentation.

• Learn how to maintain clean CRM data and convert Salesforce records into meaningful reports and dashboards.

• Understand data management basics such as data ownership, required fields, import templates, duplicate risk, record matching, cleanup planning and audit trail thinking.

• Use import tools awareness including Data Import Wizard, Data Loader awareness, insert, update, upsert, delete awareness, external ID and sample mapping.

• Apply data quality rules such as validation, required fields, duplicate management awareness, naming standards, picklist control and user training.

• Understand export and backup awareness including report export, data export service awareness, backup discipline, retention needs and safe handling of customer data.

• Build report fundamentals with tabular, summary, matrix and joined report awareness, filters, groupings, bucket fields, formulas and report folders.

• Create custom report type awareness with primary object, related objects, with or without relationships and report design for business visibility.

• Design dashboards with components, charts, gauges, metrics, tables, dashboard filters, refresh behavior and executive summary views.

• Understand security in reporting including folder sharing, running user, row visibility, field-level security impact and confidential report management.

• Lab practice includes importing sample data, fixing data quality issues, creating reports, building dashboards, setting folder access and presenting insights.

• Automate Salesforce work using Flow Builder, approval processes, notifications, actions and safe automation practices.

• Understand automation purpose: reduce manual work, enforce process steps, improve data quality, notify users, update records and standardize business operations.

• Learn Flow Builder basics such as elements, resources, variables, assignments, decisions, loops, record lookups, record updates and debug tools.

• Build record-triggered flows with before-save updates, after-save actions, entry criteria, order of execution awareness and controlled automation design.

• Create screen flows with guided forms, user inputs, decision paths, record creation, update actions, error messages and user-friendly wizard design.

• Understand scheduled flows awareness including recurring automation, batch-style updates, date-based checks and responsible performance considerations.

• Use email alerts and actions for notifications, task creation, field updates, related record updates and business process communication.

• Configure approval processes with approval steps, approvers, entry criteria, initial submission action, final approval action, rejection action and recall awareness.

• Practice automation safety by avoiding recursion, using clear naming, documenting logic, testing with sample data, handling errors and keeping flows maintainable.

• Lab practice includes building a record-triggered flow, creating a screen flow, configuring an approval process, testing decision logic and documenting automation design.

• Build practical awareness of Salesforce platform development so admins can understand custom logic and collaborate with developers.

• Learn when configuration is enough, when code is needed, how admin-developer collaboration works and why requirement clarity prevents unsafe customization.

• Explore developer tools awareness including Developer Console, VS Code awareness, sandbox practice, debug logs, execute anonymous and deployment discipline.

• Understand SOQL basics including SELECT queries, WHERE filters, ORDER BY, LIMIT, relationship queries awareness, aggregate awareness and query result reading.

• Learn Apex fundamentals such as variables, data types, lists, maps, sets, classes, methods, objects, control flow and Salesforce-specific syntax patterns.

• Understand triggers through before and after triggers, insert/update/delete events, bulkification concept, recursion risk and trigger handler idea.

• Learn governor limits such as query limits, DML limits, CPU time, bulk records, efficient code awareness and why Salesforce enforces limits.

• Understand DML operations including insert, update, delete, upsert awareness, database methods, error handling and relationship with transaction behavior.

• Review Apex testing awareness including test classes, code coverage, test data, assertions, positive and negative scenarios and deployment readiness.

• Lab practice includes running SOQL queries, reviewing an Apex class, inspecting a trigger example, reading a debug log and documenting code behavior for admin handover.

• Understand how Salesforce connects with other systems using APIs, integration patterns, external IDs and managed applications.

• Learn integration purpose: connecting CRM with websites, ERP, payment systems, marketing tools, support tools, data warehouses and automation platforms.

• Understand API basics such as REST concept, request, response, endpoint, method, status code, JSON, authentication token awareness and safe API handling.

• Explore Salesforce APIs including REST API, Bulk API awareness, Metadata API awareness, Composite API awareness and selecting tools carefully.

• Learn connected app awareness including OAuth concept, client access, scopes, callback URL awareness, security review and integration access control.

• Use external IDs for upsert behavior, record matching, integration keys, duplicate avoidance and stable data mapping between systems.

• Understand integration patterns such as real-time request, scheduled sync, batch processing, event awareness, middleware awareness and error retry planning.

• Review AppExchange concepts such as managed packages, unmanaged packages awareness, package review, ratings, documentation, security checks and license planning.

• Handle data exchange concerns including field mapping, transformation, validation, ownership, error logs, rollback planning and sensitive data handling.

• Lab practice includes inspecting a sample API response, designing an integration map, defining an external ID, reviewing an AppExchange checklist and documenting risks.

• Complete the course with deployment awareness, support readiness, certification-style revision, capstone work and career preparation.

• Understand environment strategy including production, sandbox awareness, development work, testing area, refresh awareness and safe change management.

• Learn deployment awareness with change sets, package awareness, metadata movement, dependency checks, permission review and release coordination.

• Practice testing discipline through unit-style configuration testing, user acceptance testing, regression checks, test scripts, expected results and evidence capture.

• Prepare release documentation such as release notes, configuration summary, known limitations, rollback awareness, training note and admin handover checklist.

• Build support readiness with ticket analysis, priority levels, root cause, user communication, access issue review, automation issue review and documentation updates.

• Review certification-style areas including admin basics, objects, security, automation, data, reports, dashboards, Sales Cloud, Service Cloud and platform awareness.

• Plan capstone with business requirement, user roles, data model, security matrix, automation plan, reports, dashboard and testing checklist.

• Deliver capstone through Salesforce app setup, configured objects, page layouts, access rules, flows, reports, dashboard, sample data and demo script.

• Practice outcome: deliver a portfolio-ready Salesforce capstone and confidently explain CRM setup, security, automation, reporting and support decisions.