Professional Certificate 10 Modules 123 Lessons

Salesforce Administration and CRM Strategy

Description

Program summary

This online program treats CRM as an operating system for managing the customer lifecycle—not just a tool. You will align CRM strategy with sales/service workflows and learn how to structure Salesforce data models, pipelines, automations, and reporting for sustainable adoption. The emphasis is on governance, data quality, and decision-ready visibility.
Format: Delivered online. If a specific program includes live sessions, an on-campus visit, or any in-person component, this will be clearly stated on the program page.
What you will gain:
• Align CRM strategy with lifecycle, pipeline, and service workflows
• Configure core Salesforce components: data, permissions, processes
• Improve visibility through dashboards and KPI reporting
• Strengthen data governance and quality for long-term adoption
Who should attend:
CRM administrators, sales operations, customer success teams, sales managers, and CRM transformation project members.
Course outline
1. CRM strategy: lifecycle, segmentation, pipeline and target model
2. Salesforce fundamentals: objects, fields, permissions
3. Process automation: workflow approach and best practices
4. Reporting: KPIs, dashboards, executive views
5. Data governance: standards, ownership, quality controls

Modules

10

What is included

Lessons

123

Review the module structure and lesson flow before enrollment.

Content sections

4

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Course Curriculum

Module roadmap

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Module 1

Salesforce Fundamentals and Platform Architecture

12 Lessons

Module 2

CRM Strategy and Sales Process Design

12 Lessons

Module 3

Salesforce Configuration and Customisation

14 Lessons
Salesforce Administration and CRM Strategy

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€ 149,00
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What is included

Course Curriculum

Review the module structure and lesson flow before enrollment.

10 Modules 123 Lessons
1

What Is Salesforce: Cloud CRM, Platform Ecosystem and Market Position

2

Salesforce Architecture: Orgs, Instances, Metadata and the Multi-Tenant Model

3

The Salesforce Product Suite: Sales Cloud, Service Cloud, Marketing Cloud and Beyond

4

Navigating Setup: The Admin's Control Panel

5

User Management: Profiles, Roles, Permission Sets and Licence Types

6

The Salesforce Data Model: Objects, Fields, Records and Relationships

7

Standard vs Custom Objects: When to Use Each

8

Field Types: Text, Number, Picklist, Lookup, Formula and More

9

Organisation-Wide Defaults and the Sharing Model

10

Salesforce Editions: Essentials, Professional, Enterprise and Unlimited

11

Sandboxes and Environments: Developer, Partial and Full Copy

12

Salesforce Release Cycles: Spring, Summer and Winter Updates

1

What Is CRM Strategy: Aligning Technology with Business Goals

2

Designing the Lead-to-Cash Process in Salesforce

3

Lead Management: Capture, Scoring, Assignment and Conversion

4

Account and Contact Management: Hierarchies, Relationships and Data Quality

5

Opportunity Management: Stages, Probability and Forecast Categories

6

Sales Methodologies in Salesforce: MEDDIC, Challenger and SPIN Selling

7

Pipeline Management: Forecasting, Hygiene and Inspection

8

Activity Management: Tasks, Events, Emails and Call Logging

9

Quoting and CPQ Fundamentals: Products, Price Books and Quotes

10

CRM Adoption: Getting Sales Teams to Use Salesforce Consistently

11

Defining KPIs and Success Metrics for Your CRM Programme

12

CRM Governance: Data Ownership, Stewardship and Change Management

1

Page Layouts: Customising What Users See on Records

2

Lightning App Builder: Building and Customising Pages with Drag-and-Drop

3

Compact Layouts and List Views: Optimising the User Experience

4

Record Types: Serving Multiple Business Processes on One Object

5

Validation Rules: Enforcing Data Quality at the Point of Entry

6

Formula Fields: Calculating Values Dynamically Across Records

7

Roll-Up Summary Fields: Aggregating Child Record Data on Parent Objects

8

Custom Settings and Custom Metadata Types: Configuration Without Code

9

Path and Guidance for Success: Coaching Users Through Key Stages

10

Global Actions and Quick Actions: Streamlining Common User Tasks

11

Dynamic Forms: Conditional Field Visibility Without Page Layouts

12

Einstein Features for Admins: Activity Capture, Scoring and Insights

13

AppExchange: Evaluating, Installing and Managing Third-Party Apps

14

Custom Tabs, Apps and Navigation: Building a Branded Experience

1

Automation in Salesforce: Choosing the Right Tool for the Job

2

Flow Builder Fundamentals: Screen Flows, Record-Triggered Flows and Scheduled Flows

3

Building Your First Record-Triggered Flow: Field Updates and Notifications

4

Screen Flows: Guided User Experiences and Data Collection

5

Flow Logic: Decisions, Loops, Assignments and Error Handling

6

Subflows and Reusable Flow Components

7

Scheduled Flows: Batch Processing and Time-Based Automation

8

Approval Processes: Multi-Step Approvals with Conditional Logic

9

Email Alerts and Templates: Automated Communication at Scale

10

Legacy Automation: Understanding Workflow Rules and Process Builder

11

Migrating Legacy Automation to Flow: Strategy and Best Practices

12

Automation Governance: Testing, Debugging and Managing Complex Flows

13

Flow Performance and Governor Limits: Building Automation That Scales

14

Einstein Bots and Automation: AI-Powered Workflows

1

Salesforce Data Architecture: Storage, Limits and Data Hierarchy

2

Data Import Tools: Data Import Wizard and Data Loader

3

Data Quality Management: Deduplication, Standardisation and Enrichment

4

Data Export, Backup and Recovery Best Practices

5

External IDs and Upsert: Managing Data Synchronisation

6

Salesforce Integration Patterns: Real-Time, Batch and Event-Driven

7

REST and SOAP APIs: How Salesforce Integrates with External Systems

8

MuleSoft and Integration Platforms: Connecting Salesforce to Your Tech Stack

9

Salesforce Connect and External Objects: Accessing Data Without Importing It

10

Change Data Capture and Platform Events: Event-Driven Architecture

11

Master Data Management in Salesforce: Single Source of Truth Strategy

12

GDPR, Data Retention and Privacy in Salesforce

13

Data Migration Projects: Planning, Execution and Validation

1

Salesforce Reports: Report Types, Formats and Filters

2

Tabular, Summary, Matrix and Joined Reports: When to Use Each

3

Custom Report Types: Reporting Across Related Objects

4

Bucketing, Cross-Filters and Historical Trending in Reports

5

Dashboards: Building Visualisations for Different Audiences

6

Dynamic Dashboards: Personalised Views by User

7

Salesforce Analytics and CRM Analytics: Einstein Dashboards and Lenses

8

Forecasting in Salesforce: Collaborative, Territory and Pipeline Forecasts

9

Operational Reporting for Sales Leaders: Pipeline, Activity and Conversion

10

Report Subscriptions and Scheduled Reporting

11

Reporting on Custom Objects and Cross-Object Data

12

Building an Executive Dashboard: Design Principles and Stakeholder Alignment

1

Service Cloud Overview: Cases, Entitlements and Service Console

2

Case Management: Lifecycle, Assignment Rules and Escalation

3

Entitlements and Milestones: Managing SLAs in Salesforce

4

Knowledge Management: Articles, Data Categories and Search

5

Omni-Channel Routing: Directing Work to the Right Agent

6

Service Console: Productivity Tools for Support Teams

7

Self-Service Portals and Experience Cloud for Customer Support

8

Service Analytics: Measuring Customer Support Performance

9

Field Service Lightning: Managing Mobile Workforces

10

AI in Service Cloud: Einstein Case Classification and Next Best Action

11

Designing a Multi-Channel Service Strategy in Salesforce

1

Salesforce Security Model: The Five Layers of Access Control

2

Profiles vs Permission Sets vs Permission Set Groups: Best Practice

3

Field-Level Security and Object Permissions

4

Sharing Rules, Manual Sharing and Teams

5

Apex Managed Sharing and Programmatic Access Control

6

Health Check and Security Score: Assessing Your Org's Security Posture

7

Audit Trail, Login History and Event Monitoring

8

Shield Platform Encryption: Protecting Data at Rest

9

Salesforce and Regulatory Compliance: GDPR, HIPAA and SOC 2

10

Identity Management: SSO, MFA and Connected Apps

11

Governance Frameworks for Salesforce Orgs: CoE and Change Control

12

Org Hygiene: Technical Debt, Unused Automation and Metadata Cleanup

1

Change Sets: Deploying Configuration Between Environments

2

Salesforce DX and Source-Driven Development

3

Version Control with Git for Salesforce Projects

4

CI/CD for Salesforce: Automating Deployments with GitHub Actions and Copado

5

Metadata API and the Tooling API: Programmatic Org Management

6

Managed and Unmanaged Packages: Installing and Building

7

Release Management Best Practices: Planning, Testing and Rollback

8

Unit Testing and Apex Test Classes: Meeting the 75% Coverage Requirement

9

User Acceptance Testing for Salesforce Releases

10

Documentation Standards for Salesforce Admins and Architects

11

Scratch Orgs and Environment Strategy for Development Teams

1

Scaling Salesforce: Architecture Decisions for Growing Organisations

2

Multi-Org vs Single-Org Strategy: When to Split and When to Consolidate

3

Salesforce for Enterprise: Large-Scale Implementation Considerations

4

CRM Health Assessment: Auditing an Existing Salesforce Implementation

5

Salesforce Roadmap Planning: Aligning Technology with Business Strategy

6

Building the Business Case for Salesforce Investment

7

Working with Salesforce Partners and Consultants

8

Salesforce Certifications: Admin, Advanced Admin, Platform App Builder and Beyond

9

Preparing for the Salesforce Administrator Exam: Domains and Study Strategy

10

Career Pathways in the Salesforce Ecosystem: Admin, Architect, Developer and Consultant

11

Salesforce Trailhead and the Trailblazer Community

12

Course Conclusion: Your Salesforce Administration and CRM Career

Program details

Content sections

Review the sections below and open only the one you need. The summary panel on the side keeps the long explanation separate and readable.

Click the Add to Cart button. Complete the purchase process by filling in the required information. Once your payment has been confirmed, your login credentials and access details will be sent to the email address you provided during registration. Use the information sent via email to log in to the learning platform and start the course immediately.
The programs are open to: University students, Recent graduates, Public and private sector employees, Engineers, technicians, and specialists, Managers and management candidates, Professionals seeking to advance their careers, Individuals looking to enhance their digital skills, Anyone interested in gaining competencies in a new field.
Participants who successfully complete the program will: Gain up-to-date knowledge and skills relevant to their field; Develop professional competencies in line with international standards; Adapt to digital transformation and the evolving requirements of the future workforce; Acquire new skills that support career development and professional growth; Receive a verifiable digital certificate documenting their learning achievements; Strengthen their commitment to lifelong learning and continuous professional development. Certificates are issued in digital format and can be verified online through the certificate verification system.
The training programs are offered in Turkish and English and are delivered entirely online. Participants who successfully complete the program will receive a digital certificate. No physical certificate or printed document will be issued or delivered. Upon completion of the application and registration process, access information and login credentials for the training platform will be sent to the email address provided during registration. Participants may access the platform using the credentials provided and follow all training activities online throughout the program.