Master Salesforce Administration & CRM Cloud Skills

• 1.1. What is Cloud Computing? SaaS, PaaS & IaaS explained
• 1.2. CRM Fundamentals — why businesses need a CRM
• 1.3. Overview of the Salesforce Ecosystem (Sales, Service, Marketing, AppExchange)
• 1.4. Salesforce Editions & Licensing basics
• 1.5. Creating a free Developer Edition org
• 1.6. Navigating Salesforce Lightning Experience & Setup

Understand what Cloud Computing and CRM really mean, get comfortable inside the Salesforce ecosystem, and have your own Developer Edition org ready to build in.

Salesforce is the world's #1 CRM platform — every admin role starts with a solid understanding of the cloud and CRM concepts that power it.

• 2.1. Standard Objects vs Custom Objects
• 2.2. Creating Custom Fields & Field Types
• 2.3. Object Relationships: Lookup Relationships
• 2.4. Object Relationships: Master-Detail Relationships
• 2.5. Many-to-Many Relationships (Junction Objects)
• 2.6. Schema Builder — visualizing your data model
• 2.7. Field-level formulas & Roll-Up Summary fields

Design a clean, scalable data model using the right mix of Objects, Fields and Relationships for any business.

The data model is the foundation of every Salesforce org — get it right and everything else (security, automation, reports) becomes far easier.

• 3.1. Profiles — controlling object & field-level access
• 3.2. Permission Sets & Permission Set Groups
• 3.3. Organization-Wide Defaults (OWD)
• 3.4. Role Hierarchy & record visibility
• 3.5. Sharing Rules (Owner-based & Criteria-based)
• 3.6. Record-Level Security & Manual Sharing

Confidently configure who can see, edit and delete records using Profiles, Permission Sets, OWD, Role Hierarchy and Sharing Rules.

Security is the #1 responsibility of a Salesforce Admin — getting this wrong can expose sensitive company or customer data.

• 4.1. Lightning App Builder — building custom apps & home pages
• 4.2. Page Layouts — organizing fields, related lists & buttons
• 4.3. Record Types & assigning them to Profiles
• 4.4. Custom Buttons, Links & Actions
• 4.5. Dynamic Forms & Dynamic Actions (Lightning Record Pages)
• 4.6. Compact Layouts & List View customization

Design intuitive, role-specific Lightning pages and layouts so every user sees exactly the fields and actions they need.

A well-designed UI drives user adoption — the #1 factor in whether a CRM implementation actually succeeds.

• 5.1. Validation Rules — enforcing data quality
• 5.2. Introduction to Flow Builder
• 5.3. Record-Triggered Flows (Before-Save & After-Save)
• 5.4. Screen Flows for guided user input
• 5.5. Scheduled Flows for batch automation
• 5.6. Approval Processes — multi-step approvals
• 5.7. Debugging & troubleshooting Flows

Automate repetitive business processes end-to-end using Validation Rules, Flows and Approval Processes — no code required.

Flow Builder is the single most in-demand Salesforce Admin skill — it replaced Workflow Rules and Process Builder as the standard automation tool.

• 6.1. Data Import Wizard — quick imports for standard objects
• 6.2. Data Loader — bulk insert, update, upsert & delete
• 6.3. Duplicate Management — Matching & Duplicate Rules
• 6.4. Mass Transfer & Mass Update of records
• 6.5. Data Export & Backup best practices
• 6.6. Field history tracking & audit trail

Confidently migrate, clean and maintain large volumes of Salesforce data using Data Loader and Duplicate Management tools.

Clean data is the backbone of every CRM — admins are expected to handle migrations and deduplication safely and efficiently.

• 7.1. Report Types — Standard vs Custom Report Types
• 7.2. Building Custom Reports (Tabular, Summary, Matrix, Joined)
• 7.3. Filters, Filter Logic & Cross Filters
• 7.4. Groupings, Formulas & Bucket Fields
• 7.5. Dashboard Components & Layouts
• 7.6. Dynamic Dashboards & Dashboard Filters
• 7.7. Scheduled Reports & Report Subscriptions

Turn raw CRM data into actionable business insights with custom Reports and interactive Dashboards, scheduled automatically.

Executives make decisions from dashboards — admins who can build clear, accurate reports become indispensable to leadership.

• 8.1. Lead Management — capture, qualify & convert
• 8.2. Opportunity Management & Sales Stages
• 8.3. Case Management & Case Lifecycle
• 8.4. Email-to-Case & Web-to-Case setup
• 8.5. Omni-Channel routing basics
• 8.6. Salesforce Einstein AI — an introduction (Einstein Lead Scoring, Einstein Bots basics)
• 8.7. AppExchange — extending Salesforce with pre-built apps

Manage the complete sales and support lifecycle in Salesforce, and get a working introduction to how Einstein AI enhances CRM decisions.

Sales Cloud and Service Cloud power revenue and support teams at 150,000+ companies worldwide — and AI features are now core to every modern admin's toolkit.

• Design the complete data model for a fictional company from scratch
• Configure security: Profiles, Permission Sets, Role Hierarchy & Sharing Rules
• Build automation with Flows, Validation Rules & an Approval Process
• Create custom Reports & an executive Dashboard
• Final assessment & Salesforce Administration Certification

By the end of the capstone, you will have a fully functional CRM org built end-to-end — a portfolio piece you can demo live in interviews, plus your recognized GROWAI Salesforce Administration certificate.