A Salesforce Administrator Virtual Internship

An internship report submitted to

Jawaharlal Nehru Technological University Anantapur,

Anantapuramu
In partial fulfilment of the requirements for the award of the degree of

BACHELOR OF TECHNOLOGY
IN
COMPUTER SCIENCE AND ENGINEERING

Submitted by
MEKALA MOHANREDDY
21125A0515
IV B.Tech I Semester
Under the esteemed supervision of

Dr. G.Vennila
Associate Professor

Department of Computer Science and Engineering

DEPARTMENT OF COMPUTER SCIENCE AND ENGINEERING

SREE VIDYANIKETHAN ENGINEERING COLLEGE

(AUTONOMOUS)
(Affiliated to JNTUA, Anantapuramu and approved by AICTE, New Delhi) Accredited by NAAC with A Grade
Sree Sainath Nagar, Tirupati, Chittoor Dist. -517 102, A.P, INDIA
2023 - 2024.
 SREE VIDYANIKETHAN ENGINEERING COLLEGE
(AUTONOMOUS)
Sree Sainath Nagar, A. Rangampet

DEPARTMENT OF COMPUTER SCIENCE AND ENGINEERING

Certificate

This is to certify that the internship report entitled “Salesforce Administrator Virtual

Internship” is the bonafide work done by MEKALA MOHANREDDY (Roll

No:21125A0515) in the Department of Computer Science and Engineering, and submitted

to Jawaharlal Nehru Technological University Anantapur, Anantapuramu in partial

fulfillment of the requirements for the award of the degree of Bachelor of Technology in

Computer Science during the academic year 2023-2024

Head:
Dr. B. Narendra Kumar Rao
Professor & Head
Dept. of CSE

INTERNAL EXAMINER EXTERNAL EXAMINER

 TABLE OF CONTENTS

CERTIFICATE i

ABSTRACT ii

ACKNOWLEDGEMENT iii

LIST OF FIGURES iv

INTRODUCTION 1
MODULE 1: Reports & Dashboards for Lightning Experience 2-12
1.1 Get to Know Lightning Reports and Dashboards 3-4

1.2 Create Reports with the Report Builder 5-6

1.3 Filter Your Report 7-9

1.4 Format Your Report 10-12

MODULE 2: Data Security 13-23
2.1 Overview of Data Security 14-16
2.2 Access to the Org 17-19

2.3 Control Access to Objects 20-23

MODULE 3: Customize an Org to Support a New Business unit 24-29

3.1 Manage User Access 25-26

3.2 Manage Chatter 27-29

MODULE 4: Create Reports and Dashboards for Sales and 30-42

Marketing Managers
4.1 Create Report and Dashboard Folders 31-32
4.2 Create a Simple Custom Report 33-35
4.3 Filter Your Reports 36-38

4.4 Visualize Your Data 39-42

SUPERBADGE: Business Administration Specialist 43-47

CONCLUSION 48
INTERNSHIP CERTIFICATE

i
 ABSTRACT

In a data-driven age, modern organizations need access to advanced data analytic solutions to
help them improve the business in a wealth of key areas — Salesforce is one of those solutions.
One of the world’s most popular cloud-based customer relationship manage- ment (CRM)
platforms, the software is designed to help companies across sectors plan and optimize their
sales processes.
Businesses across industries have improved the efficiency of their sales activities while
enjoying a significant increase in engagement, revenue, and customer loyalty by using
Salesforce reports. Most of this success boils down to effective reporting.
To help you on your path to Salesforce-based reporting success, we’ll look at what a Salesforce
report is, what tools and techniques you'll need to use to achieve a successful reporting process,
and end up exploring professional, interactive, Salesforce report template examples that you
can then apply to your own business.
But first, let’s take a moment to understand the role of Salesforce reports in the business world.
Salesforce report is a management tool that offers a visual representation of essential sales-
based data through a centralized cloud-based reporting platform. Its goal is to enhance critical
elements of a business, including marketing, sales, commerce, and service.
Consolidating data from several sources, reports assist users in identifying relevant KPIs and,
consequently, trends that will allow them to formulate strategies that improve efficiency and
boost productivity, enhancing internal communication across the board.

Sales reports in Salesforce help companies to scale and grow. While the platform is effective
as a standalone solution, businesses can further catalyze their success by combining it with
additional tools, mainly a dashboard creator that can generate invaluable actionable insights.

ii
 ACKNOWLEDGEMENT

We are extremely thankful to our beloved Chairman and founder Dr. M.

Mohan Babu who took keen interest to provide us the oppurtunity for carrying
out the project work.
We are highly indebted to Dr. B.M.Satish, Principal of Sree Vidyanikethan
Engineering College for his valuable support in all academic matters.
We are very much obliged to Dr. B. Narendra Kumar Rao, Professor &
Head, Department of CSE, for providing us the guidance and encouragement in
completion of this work.
I would like to express my special thanks of gratitude to the Salesforce
Administrator Virtual Internship, Hyderabad who gave me the golden
opportunity to do this wonderful internship, which also helped me in doing a lot
of Research and I came to know about so many new things I am really thankful
to them.

MEKALA MOHANREDDY
21125A0515

iii
 List of Figures

S.No. Figure Name Page No

1 Fig.1.1: All Time link to apply a standard filter 5

Fig.1.2: Filters tab to apply standard filters 6

Fig.1.3: Optionally adding Sub filters 8

Fig.1.4: Filter logic Operators and Description 9

10
Fig.1.5: Report Formats

2 Fig.2.1: Fields of Object-level security 15

Fig.2.2: Creating new user in users 17

Fig.2.3: Login IP Ranges 18

Fig.2.4: Profiles in customer profile 21

3 Fig.3.1: Time Zone settings and language 25

Fig.3.2: Case Information 27

Fig.3.3: Manage Members 28

4 Fig.4.1: Creating dashboards and sharing files with the new team 32

Fig.4.2: Showing all Opportunities 33

Fig.4.3: Creating a Summary report 34

Fig.4.4: Presenting Opportunities 35

Fig.4.5: Selecting the fields pane 36

Fig.4.6: Adding necessary filters 37

Fig.4.7: Representing the remaining columns 41

Fig.4.8: Resizing the columns 42

5 Fig.5.1: Team Scoreboard Dashboard 45

Fig.5.2: Rep Scoreboard Dashboard 45
Fig.5.3: Email Signature 46

iv
 INTRODUCTION

Salesforce is a SAAS product (Software-as-a-service) that resides in the cloud and can be accessed
anywhere anytime with the help of a web connection. Today, Salesforce is known as one of the most
popular CRM programs to manage your customers in a robust manner.

Salesforce is also able to manage sales or management aspects of a Company. Today, Salesforce is the
pioneer in the marketing industry delivering the next generation of cloud solutions that could change the
scenario of how products are sold out in the market.

Salesforce.com, where Salesforce CRM originated, is one of the best Software Companies around the
world. It was recognized as one of the most Innovative Companies by Forbes and one of the best top 100
companies to work for in 2014. Today, there are lacks of customers who have switched to the Salesforce
platform and this count is increasing with every passing day.

Our organization has decided to implement a custom travel approval app. Up until now, you had a travel
approval process in place based on emailing spreadsheets. It had no central repository or enforcement of
the process, resulting in the inability to report on travel approval activities across the organization. You
need to create an application that meets these requirements:

Each employee must submit an electronic request in the system for future travel.

Each request includes a list of estimated expenses for airfare, hotel, rental car, and so on.

Each request must be approved by the employee’s manager, and all out of state travel must be approved
by a travel coordinator.

Managers need reports and dashboards to track key travel request trends and KPIs.

In addition, employees and managers must be able to access their travel requests, approvals, and
dashboards via mobile device. We’ve got a lot of data in our organization. Your users need to access and
understand this data at a glance without doing a bunch of calculations in their heads. Enter formula fields,
the powerful tool that gives you control of how your data is displayed.

1
 MODULE-1
Reports & Dashboards for Lightning Experience

Visualize key business metrics in real-time using Lightning Experience.

Get to Know Lightning Reports and

Dashboards ~10 mins
Completed

Create Reports with the Report Builder

~25 mins
Completed

Filter Your Report

~25 mins
Completed

Format Your Report

~25 mins
Completed

2
 SUB MODULE 1
Get to Know Lightning Reports and Dashboards

Introduction:

Your business has questions. Your Salesforce data has the answers. When
you get asked to build a report, the request typically comes in the form of a question. The
question might be something like:

• Which products are my top sellers?

• Who are my highest value prospects?
• Which marketing campaigns have been the most successful?
• How satisfied are my customers?

Before building a report, the trick is to take that question, ask follow-up questions, write
requirements, and then map those requirements to report criteria.

What Is a Report?
In its simplest form, a report is a list of records (like opportunities or accounts) that meet the
criteria you define. But reports are much more than simple lists. To get the data you need, you
can filter, group, and do math on records. You can even display them graphically in a chart!

When Sita asked Maria which products are top sellers, Maria created a report that returned
a list of all opportunities with products. Then, she:

• Filtered to show only Closed Won opportunities for “active” products from
this financial year.
• Grouped by product family.

• Summed the total number sold.

• Displayed the results in a vertical bar chart, so Sita could easily see the results.

This sort of advanced analysis is one reason why reports are Maria’s go-to tool when she has
questions about her business. Everyone at Ursa Major Solar loves Maria’s reports!

Every report is stored in a folder. Report folders determine how reports are accessed, and
who can access them to view, edit, or manage. Folders can be public, hidden, or shared. You
control who has access to the contents of the folder based on roles, permissions, public
groups, territories, and license types. You can make a folder available to your entire
organization, or make it private so that only the owner has access.

3
What Is a Report Type?

A report type is like a template. Choosing the right report type is important in building a
report, because when you choose a report type, you’re selecting the records and fields that
are available for your report.

Each report type has a primary object and can optionally include related objects.
Salesforce offers a variety of standard report types based on single objects, like Accounts,
Leads, and Products, and with related objects, like Opportunities with Projects and
Campaigns with Contacts.
What Is a Dashboard?
A dashboard is a visual display of key metrics and trends for records in your org. Each
dashboard component is based on a single source report. You can use the same or different
source reports for the various components in a dashboard (for example, use the same report in
a bar chart and pie chart). By adding multiple dashboard components to a single dashboard
page, you can create a powerful visual display of data on a common theme, such as sales
performance or customer support.

Like reports, dashboards are stored in folders. If you have access to a folder, you can view
its dashboards. To view the individual dashboard components, you also need access to the
underlying reports.

Organize Your Reports and Dashboards

Each report or dashboard is stored in a report or dashboard folder. Folders determine how
the reports and dashboards are organized and who can access them. Folders can be public,
hidden, or shared. You control who has access to the contents of the folder based on roles,
permissions, public groups, territories, and license types. You can make a folder available to
your entire organization, or make it private so that only the owner has access.

4
 SUB MODULE 2
Create Reports with the Report Builder

1. In your Trailhead Playground, click the App Launcher and go to Reports.

2. Click New Report.

3. Select the Accounts report type.

When you choose a report type, you select the records and fields you’re able to see in
your report. If you don’t see the report type you’re looking for right away, try filtering
by objects or fields in the Create Report window.

4. Click Start Report.

The report builder opens to show settings on the left and a report preview on the
right. Whether you see data in the preview depends on the underlying data and the
filters that are applied. For now, if you don’t see any data in the preview area, click
the All Time link to apply a standard filter that shows results for all time.

1.1 : All Time link to apply a standard filter

5. Click Save.
6. Save the report as Direct Customer Accounts and accept the auto-generated
unique name.
7. Click Save

5
The Filters tab lets you apply standard filters and add field filters, filter logic, cross-filters,
and row limit filters. The number to the right of the tab name indicates the number of
filtering restrictions that are currently applied to the report. We explore filtering options in
the Filter Your Report unit.

1.2 : Filters tab to apply standard filters

The Fields panel contains a list of all the fields you can add to your report. The available
fields depend on the report type. To show the fields list, click the right-facing arrow, or to
hide the list, click X.

To add a field on the Outline or Filtering tab, start typing in the search box and then select
from the list of matching fields. Alternatively, find the field in the list on the Fields list and
drag it to the Outline or Filter tab or directly to the report preview.

6
 SUB MODULE 3
Filter Your Report

Add Filters
When you’re using the report builder to ask questions about your data, filters allow you to
get more specific.

First, let’s take a high-level look at these features, and then we walk you through how to
build a filter.
You can filter the data in a report using the following filter options.
1. Go to the Reports, open the Direct Customer Accounts report, and click Edit.
2. Click Filters.
3. Click the Show Me standard filter, select My accounts, and click Apply.

4. In the Filters tab, click Add filter.

a. Choose the Type field.
b. Set the filter operator to equals.
c. Under Value, select Customer - Direct, and click Apply.

5. Click Save & Run.

creating a report with a cross filter that finds accounts with early stage opportunities.

1. Go to Reports and click New Report.

2. Select the Accounts report type and click Start Report.
3. Click Filters, then set the Created Date range to All Time.
4. On the Filter tab, click the More Actions arrow and select Add Cross Filter
5. Select a parent object from the Show Me dropdown list. Your choice determines
which related objects you see in the child object list. Select Accounts.
6. Choose with as the operator.

7. Select a child object from the Secondary Object dropdown or search by its name.
Select Opportunities and click Apply.
8. Optionally add sub filters:
• Click in the Add Opportunities Filter search box.
• Select a field. The child object in the cross filter determines the available
fields. For example, if your cross filter is Accounts with Opportunities, you
can use opportunity fields for your sub filter. Select Stage for our sub filter.
• Select equals for the operator.

7
 • Under Value(s), select Prospecting, Qualification, Needs Analysis,
and Value Proposition.
• Click Apply.

1.3 : Optionally adding sub filters

9. Click Save.

10. Name the report Accounts with Early Stage Opportunities, and accept the default
report unique name.
11. Click Save.

Use Filter Logic

Filter logic lets you apply filters based on conditions. Say that Erin wants to focus her sales
activities this week on all her open opportunities that have a reasonable probability of
closing or that have a high enough amount to warrant some extra effort.

Let’s help Erin by creating an Opportunities report. First set the Close Date to All Time
so you can see some data in this sample report.
Then set up two filters:
1. Amount greater than 100000.

2. Probability (%) greater than 50.

With this setup, results are returned if the data matches both 1 and 2. But Erin wants to
see results if the data matches either or both of the filters.

That’s where filter logic comes in. In the Filters pane, Click the More Actions arrow
and select Add Filter Logic.

8
Change 1 AND 2 to 1 OR 2 and click Apply. Now Erin sees report results if the
opportunity amount is more than $100,000 or the probability is greater than 50%.

These operations are supported in filter logic. You can use parentheses for grouping,
for example, (1 OR 2) AND 3 AND NOT 4.

1.4 : Filter logic operators and description

Lock Filters on the Report Run Page

When you add filters in the report builder, the filter values become available for selection
on the report run page. The person viewing the report can select filter values that are
different from the ones set in the report builder.
But what if you don’t want anyone to change the filter value on the report run page?

Erin has an opportunity report that she wants to share with the indirect sales team, but she
only wants to share the data on partner opportunities, not the data on other lead sources. How
can she do that? By locking the filter values.

In her opportunity report, Erin sets up a Lead Source filter with the filter value
Contains Partner. She locks the filter by selecting the Locked checkbox and clicking Apply.

9
 SUB MODULE 4
Format Your Report

Use Report Formats

There are three report formats available: Tabular, Summary, and Matrix. Tabular is the
default format.

1.5 : Report Formats

• Row limit required.

• Bucket fields and formulas are not covered in this module.
Let’s walk through building a sample report for each report format.
Tabular Reports
Tabular reports are the simplest and fastest way to look at your data. Similar to a
spreadsheet, they consist simply of an ordered set of fields in columns, with each matching
record listed in a row. They're often best used for tasks like generating a mailing list. When
Lincoln asked Maria for a report of all open opportunities, Maria knew that a tabular report
would fit the bill.

1. On Reports, click New Report, choose the ‘Opportunities’ report type,

and click Start Report.

2. Click Filters, then apply the following filters:

a. For the Show Me standard filter, select All opportunities and click Done.
b. For the Opportunity Status standard filter, select Open and click Apply.

c. For the date standard filter, select Created Date and All Time for the
range and click Apply.
For your Trailhead playground, we're suggesting All Time for the range, but for
the fastest results in your production environment, always set the smallest

10
 date range you can. If your report has to sift through a great many dates, it
can take longer to show the information you’ve asked for.

3. The following columns should already be included in your report: Opportunity

Name, Type, Lead Source, Amount, Close Date, Next Step, Stage, Probability (%),
Fiscal Period, Age, Created Date, Opportunity Owner, Owner Role, Account Name.
4. Click Save.
5. Name your report Open Opportunities This Year.
6. Enter a description and save the report in the Public Reports folder.

7. Click Run.

Summary Reports

Summary reports are similar to tabular reports, but also allow you to group rows of data,
view subtotals, and create charts. Summary reports give us many more options for organizing
the data, and are great for use in dashboards. Yes!

Summary reports are the workhorses of reporting—most people find that most of their reports
tend to be of this format.

1. From the Reports tab, click New Report, choose the ‘Cases’ report type from
the Customer Support Reports folder, and click Start Report.
2. Click Filters, then apply these standard filters:

a. For Show Me, select All Cases and click Apply.

b. For Date Field, select Opened Date and All Time for the range.
Then click Apply.
3. From the Add filter... picklist, apply a field filter for cases where Closed equals True.

a. Search for and select Closed.

b. From the dropdown list, select True and click Apply.

4. Verify that these columns appear in your report: Case Owner, Subject, Date/Time
Opened, Age, Open, Closed, and Account Name. If necessary, add them.

5. To make this report a summary report, you need to group rows. To group rows,
first click Outline.
6. Under GROUP ROWS, from the Add group... picklist, select Priority.

7. To see just the totals for each priority level, turn off Detail Rows at the bottom of
the preview page.
8. Save the report as Closed Cases for All Time, and accept the auto-generated
unique name.
9. Enter a description, choose the Public Reports folder, and click Save.
10. Click Run.

11
Matrix Reports
Matrix reports allow you to group records both by row and by column. These reports are the
most time-consuming to set up, but they also provide the most detailed view of your data.

1. On the Reports tab, click New Report, choose the ‘Opportunities’ report type,
and click Start Report.
2. Click Filters, then apply these standard filters:

a. For the Show Me standard filter, select All Opportunities and click Done.

b. For the Opportunity Status standard filter, select Closed Won

and click Apply.

c. For the Date Field standard filter, select Close Date. For Range, select All
Time. Click Apply.
For the fastest results, always set the smallest date range you can. If your
report has to sift through a great many dates, it can take longer to show
the information you’ve asked for.

3. To summarize the report by Sum of Amount, click the Amount column.

Then, click Summarize and select Sum.

4. To change the report format to matrix, first group rows by Close Month and
columns by type. To start grouping, click Outline.
a. Under GROUP ROWS, from the Add group... picklist, select Close Month.
b. Under GROUP COLUMNS, from the Add group... picklist, select Type.

5. You may want to hide the report details when viewing a matrix report. Matrix
reports are usually easiest to consume with details hidden. To hide the report details,
turn off Detail Rows.

6. Save your report as Opportunities by Sum of Amount and accept the auto-
generated unique name.
7. Click Run Report.

12
 MODULE-2
DATA SECURITY

Control access to data using point-and-click security tools.

Overview of Data Security

~10 mins
Completed

Control Access to the Org

~15 mins
Completed

Control Access to Objects

~25 mins
Completed

13
 SUB MODULE1
Overview of Data Security

Learning Objectives
After completing this unit, you'll be able to:

• Explain the importance of giving the right people access to the right data.
• List the four levels at which you can control data access.
• Describe a typical scenario for limiting data access at each of the four levels.

Introduction
Choosing the data set each user or group of users can see is one of the key decisions that affects
the security of your Salesforce org or app. Once you’ve designed and implemented your data
model, give some thought to the kinds of things your users are doing and the data they need to
do it. If you haven't completed the Data Modeling module, go ahead and earn that badge before
continuing with this module.

Let’s say you’re building a recruiting app to help manage open positions, candidates, and job
applications. You’ll have to store confidential data, such as social security numbers, salary
amounts, and applicant reviews, that only some types of users should see. You’ll want to secure
the sensitive data without making life harder for recruiters, hiring managers, and interviewers.

With the Salesforce platform’s flexible, layered sharing model, it’s easy to assign different data
sets to different sets of users. You can balance security and convenience, reduce the risk of
stolen or missed data, and still make sure all users can easily get the data they need.

Levels of Data Access

You can control which users have access to which data in your whole org, a specific object, a
specific field, or an individual record.
Organization

For your whole org, you can maintain a list of authorized users, set password policies, and limit
logins to certain hours and locations.

Objects
Access to object-level data is the simplest thing to control. By setting permissions on a
particular type of object, you can prevent a group of users from creating, viewing, editing, or
deleting any records of that object. For example, you can use object permissions to ensure that
interviewers can view positions and job applications but not edit or delete them. You can use
profiles to manage the objects that users can access and the permissions they have for each
object. You can also use permission sets and permission set groups to extend access and
permissions without modifying users' profiles.

14
Fields

You can restrict access to certain fields, even if a user has access to the object. For example,
you can make the salary field in a position object invisible to interviewers but visible to hiring
managers and recruiters.

Records

Organization-wide defaults specify the default level of access users have to each others’
records. You use org-wide sharing settings to lock down your data to the most restrictive level,
and then use the other record-level security and sharing tools to selectively give access to other
users.

Role hierarchies give access for users higher in the hierarchy to all records owned by users
below them in the hierarchy. Role hierarchies don’t have to match your organization chart
exactly. Instead, each role in the hierarchy should represent a level of data access that a user or
group of users needs.

Sharing rules are automatic exceptions to organization-wide defaults for particular groups of
users, so they can get to records they don’t own or can’t normally see. Sharing rules, like role
hierarchies, are only used to give additional users access to records. They can’t be stricter than
your organization-wide default settings.

2.1 : Fields of Object-level security

15
Audit System Use

Auditing provides important information for diagnosing potential security issues or dealing
with real ones. Someone in your organization should audit regularly to detect potential abuse.
Look for unexpected changes or patterns of use.

Record Modification Fields

All objects include fields to store the name of the user who created the record and who last
modified the record. This provides some basic auditing information.

Login History

You can review a list of successful and failed login attempts for the past six months. For more
information, see Monitor Login History.
Field History Tracking

You can turn on auditing to automatically track changes in the values of individual fields.
Although field-level auditing is available for all custom objects, only some standard objects
allow it. For more information, see Field History Tracking.

Assessment Complete!
+500 points

Data Security

100%

16
 SUB MODULE 2
Control Access to the Org

Create a User

You can create users—even multiple users—in just a few clicks. It’s as simple as entering a
username, alias, and email, and selecting a role, license, and profile. Many more options are
available, of course, but that’s all you need to get started.

Salesforce auto-generates a password and notifies new users immediately. Users can change or add
to their own personal information after they log in.

From Setup, in the Quick Find box, enter Users, and then select Users.

1. Click New User. Or you can click Add Multiple Users to add up to ten users at a time.
Create a New User screen.
2. Enter the user’s name, email address, and a unique username in the form of an email
address. By default, the username is the same as the email address.
3. Select the user license this user will have. The license determines which profiles are
available for each user.
4. Select a profile, which specifies the user’s minimum permissions and access settings.
5. Select the option to generate a new password and notify the user, then save.

Deactivate a User

You can't delete a user, but you can deactivate an account so a user can’t log in. Deactivated
users lose access to all records. (That includes records that are shared with them individually
and records shared with them as team members.) However, you can still transfer this data to
other users and view the names on the Users page.
1. From Setup, in the Quick Find box, enter Users, and then select Users

2.2 : Creating new user in users

2. Click Edit next to the name of the user you want to deactivate.

17
 3. On the Users page in Setup, click the username of the user whose account you want to
freeze.
4. Click Freeze.

Specify Trusted IP Ranges for the Org

The first time you log in to Salesforce, the IP address is cached in your browser. Anytime you
log in from a different IP address, you will be asked to verify your identity, typically by entering a
verification code. You can bypass this step for trusted IP ranges. For example, suppose that
your users should be able to log in without entering a verification code whenever they are in
the office.

1. From Setup, in the Quick Find box, enter Network Access, and then select Network
Access.
2. Click New.
3. Enter the start and end point of the range of trusted IP addresses, and click Save.
4. If you have an address outside this range, you aren't excluded from logging in. You
simply have to verify your identity by entering a verification code.

Restrict Login Access by IP Address Using Profiles

By default, Salesforce doesn't restrict locations for login access. If you do nothing, users can
log in from any IP address. You can restrict where users can log in from using profiles. For
example, suppose that certain users shouldn’t be able to log in if they’re using an IP address
outside of the office.
1. From Setup, in the Quick Find box, enter Profiles, and then select Profiles.
2. Select a profile and click its name.
3. Click Login IP Ranges. If you don't have Enhanced Profile Interface enabled, scroll
down to the Login IP Range related list.
4. Click New. Trusted IP range selection
5. Enter the start and end point of the range of trusted IP addresses, and click Save.

Now all users with this profile who are outside the trusted range can't log in. When using
profile IP ranges, there are no verification codes to worry about - a user is either in or out.

2.3 : Login IP Ranges

18
Restrict Login Access by Time

For each profile, you can specify the hours when users can log in. For example, if you decide
your call center employees really only need to look at customer data while they're taking phone
calls nine to five, you can make it so they can't log in during evenings and weekends.

1. From Setup, in the Quick Find box, enter Profiles, and then select Profiles.
2. Click the profile you want to change.
3. Under Login Hours, click Edit.
4. Set the days and hours when users with this profile can log in to the organization.
5. To allow users to log in at any time, click Clear all times.

To prohibit users from using the system on a specific day, set the start and end times to the
same value.

Assessment Complete!
+500 points

Data Security

100%

19
 SUB MODULE 3
Control Access to Objects
Manage Object Permissions

The simplest way to control data access is to set permissions on a particular type of object. (An
object is a collection of records, like leads or contacts.) You can control whether a group of
users can create, view, edit, or delete any records of that object.

You can set object permissions with profiles or permission sets. Each user is assigned one
profile. Users can be assigned one or more permission sets.

A user’s profile determines the objects they can access and the things they can do with any
object record (such as create, read, edit, or delete).

Permission sets grant additional permissions and access settings to a user.

Use profiles to grant the minimum permissions and settings that all users of a particular type
need. Then use permission sets to grant more permissions as needed. The combination of
profiles and permission sets gives you a great deal of flexibility in specifying object-level
access.

Object Permissions for the Recruiting App

As an example, let’s explore how you might configure object-level access in the Recruiting
app. (Note that since this is an example, you won't see this app in your org!) The app has four
main types of users: hiring managers, recruiters, interviewers, and standard employees. What
kinds of access to objects does each type of user need?

Hiring Managers
Ben, a hiring manager, should be able to access the recruiting records related to his open
positions, but shouldn't have access to other recruiting records (unless they're owned by other
hiring managers who report to him). Also, there are certain sensitive fields that he has no need
to see, like the social security number field. Let’s consider the permissions Ben needs for each
of the key custom objects in the app.

Create a Profile
The easiest way to create a profile is to clone an existing profile that’s similar to the one you
want to create, and then modify it.Salesforce has an enhanced profile user interface that makes
it easy to find and modify profile settings. That’s what we’ll use for this exercise. From Setup,
in the Quick Find box, enter User Management Settings, and then select User Management
Settings. Enable Enhanced Profile User Interface.

20
A list of user profiles

2.4 : profiles in customer profile

1. From Setup, in the Quick Find box, enter Profiles, and then select Profiles.
2. Click Clone next to a profile similar to the one you want to create.
3. Give your new profile a name, and save.

Assign a Profile

After you've created a profile, customize it to match the needs of a specific set of users, and
then assign the profile to those users.

1. Make sure the Enhanced Profile User Interface is enabled in User Management
Settings.
2. From Setup, in the Quick Find box, enter Profiles, and then select Profiles.
3. Click the name of the profile that you want to customize.
4. Edit the profile, using the most restrictive settings and permissions you can for this
user type.
5. From Setup, in the Quick Find box, enter Users, and then select Users.
6. Click Edit next to the user that you want to assign the profile to.
7. In the Profile dropdown, select the profile that you just set up. Then, click Save.

Use Permission Sets to Grant Access

A permission set is a collection of settings and permissions that give users access to various
tools and functions. The settings and permissions in permission sets are also found in profiles,
but permission sets extend users’ functional access without changing their profiles.

Permission sets make it easy to grant access to the various apps and custom objects in your org,
and to take away access when it’s no longer needed.
Users can have only one profile, but they can have multiple permission sets.

You'll be using permission sets for two general purposes: to grant access to objects or apps,
and to grant permissions—temporarily or long term—to specific fields.

21
Grant access to custom objects or apps

Let’s say you have many users in your org with the same fundamental job functions. You can
assign them all one profile that grants them all the access they need to do their job. But a few
of those users are working on a special project and they need access to an app no one else uses.
And a few other users need access to that app, as well as another app that the first group doesn’t
need. If we only had profiles, you’d have to create more profiles customized to those few users’
needs, or take your chances and add more access to the original profile, making the apps
available to users that don’t need them. Neither of these options is ideal, especially if your org
is growing and your users’ needs change regularly.

Grant permissions to specific fields.

Let’s say you have a user, Tom, who needs temporary edit access to a field while his co-worker is
on vacation. You can create a permission set that grants access to the field and assign the permission
set to Tom. When Tom’s co-worker returns from vacation and Tom no longer needs access to the
field, you just remove the permission set assignment from Tom’s user record.

Managing Permission Sets

A permission set’s overview page is the entry point for all of the permissions in a permission
set. To open a permission set overview page, from Setup, in the Quick Find box, enter
Permission Sets, and then select Permission Sets. Select the permission set you want to view.
In each permission set, permissions and settings are organized into app settings, system
settings, object permissions, and field permissions.

Create a Permission Set

Create a permission set to grant additional permissions to specific users, on top of their existing
profile permissions, without having to modify existing profiles, create new profiles, or grant
an administrator profile.

1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission
Sets.
2. Click Clone next to the set you want to copy. A cloned permission set has the same user
license as the original. To create a set with a different license, click New (1) instead.
Locate the New Permission Set button.
3. Enter a label and a description. The API name is a unique name used by the API and
managed packages. It automatically replicates the label, but you can modify it.
4. If this is a new permission set, select a user license option.
5. If only users with one type of license will use this permission set, select that user
license.Click Save to go back to the permission set overview page.
6. In the permission set toolbar, click Manage Assignments, then click Add Assignments.
7. Select the users to assign to this permission set and click Assign. Review the messages
on the Assignment Summary page. If any users weren’t assigned, the Message column
tells you why.
8. Click Done to return to a list of the users assigned to the permission set.

22
Profiles and Permission Sets for the Recruiting App

Now that you've seen how to create and modify profiles and permission sets, let’s set up the
appropriate object-level access for our example Recruiting app. The app has four main types
of users: recruiters, hiring managers, interviewers, and standard employees.

Here are the key considerations for deciding whether to create a profile or permission set for
each type of user.

Recruiters

These represent a clearly defined job function, and they need access to different types of data
than other users. Hence, it makes sense to create a profile for recruiters.
Hiring Managers

For most orgs, a hiring manager in Sales will need access to a different type of data than a
hiring manager in Engineering. However, all hiring managers still need the same types of
access to recruiting data—reviews, candidates, positions, and job applications. Hence, it’s
convenient to create a hiring manager permission set that can be assigned to various types of
users.

Interviewers

An employee from any department and in any job function might be called upon to perform an
interview and requires access to recruiting information only for a limited amount of time. It
makes sense to define a permission set for interviewers, since permissions can be easily
assigned and revoked as needed.
Standard Employees

This is a generic group that doesn’t reflect a particular job function. For most employees, you can
create a base profile that provides access to a small set of data, and then depending on what their
specialties are, create and assign permission sets to give them more access as needed.

Assessment Complete!
+500 points

Data Security

100%

23
 MODULE-3

Customize an Org to Support a New Business Unit

Manage users and optimize your business model for efficiency.

Manage User Access

~15 mins
Completed

Manage Chatter
~10 mins
Completed

24
 SUB MODULE 1
Manage User Access
Create New Users

It just takes a few clicks, and you’re ready to enter a new user’s information into your
Salesforce org. Some fields are mandatory (such as name and email), and others can be skipped
if they’re not applicable to a particular user.

Kenya Collins, the manager over your Customer Support department, asked you to add her
new team members to your org. Let’s start by creating a user record for Fumiko Suzuki, a
member of the Customer Support team headquartered in Japan. Use these details:

1. Click the setup gear and select Setup.

2. Enter Users in the Quick Find Box, then select Users.

3. Click New User.

4. Next, fill in her Locale settings, including time zone and language.

5. Click Save & New.

6. Follow the same steps to add American-based customer support rep Aaron Hartzler,
sticking with the default locale settings and using these details:

3.1 : Time Zone settings and language

Verify Your Email Address
In a future step, you will be sending a test email from within Salesforce. Salesforce requires
that users have a verified email address to send emails through Salesforce, such as sends to
contacts or leads. So while you are setting up users, it is a perfect time to verify your user
email address is well... verified.
1. From setup, click Users.
2. Click on [your name] to open the Advanced User Details.

3. Click [Verify] next to your email address. Note: If it already says [Verified] next

email address then you are good and do not need to do anything additional.

25
4. Click OK in the pop-up window.
5. Check your email and click the verification link.

Now that you’ve set up a few users, move on to the next step where you’ll help them get
chatty.

Assessment Complete!
+100 points

Customize an Org to Support a New Business Unit

100%

26
 SUB MODULE 2
Manage Chatter
Follow Account Records

Users need to follow certain records so they can see updates in their Chatter feed, including
field changes, posts, tasks, and comments. Show Aaron how to follow an account, then
create a case under the record he’s following.
These are the instructions Aaron needs in order to follow the Edge Communications account:

1. Click the App Launcher and select Service.

2. Click the Accounts tab.

3. Click Accounts list view and change the view to All Accounts.

4. Click Edge Communications.

5. Click Follow.

Now create a case on the Edge Communications account:

1. Scroll down to the Cases related list and click New.
2. Fill out the Case information with these details:

3.2 : Case Information

3. Click Save.

27
Create a Chatter Group

Next, Aaron would like to have a private Chatter Group for customer support reps for the
Edge Communications account to make communication between far-flung team members
easier. Here’s how to set up that group for him:

1. Click the App Launcher .

2. Enter Groups in the Search apps and items... box and select Groups.

3. Click New.
Note: If you get an error when trying to create a new group, switch to
Salesforce Classic to create the group and then switch back to Lightning.
4. Fill in the new group information.
5. Tip: You need to scroll down here to see the additional Group settings.

6. Click Save & Next. Skip the Upload Picture section and click Next.

7. On the Manage Members screen, click Add next to Fumiko Suzuki and
Aaron Hartzler.

3.3 : Manage Members

8. Click Done.

9. Where it says Share an update, post this message to the group: Welcome to the Edge
Communications Customer Support group. We will use this space to share efficiency and
workflow improvement ideas for Edge Communications customer support cases.
10. Click Share.
Note: You can like or comment on this post.

To get member participation rolling in his new group, Aaron asked you to show him how
to post a poll. Here are the instructions:
1. Navigate to Groups, and click Edge Communications Customer Support.

28
 2. Click Poll to choose the Poll action, and fill out the question and answer fields:
3. Click Ask.

Now that you’ve completed this step, your customer support team can communicate and
collaborate like champs. Move on to the next step in this project and do some customizing.

Assessment Complete!

+100 points

Customize an Org to Support a New Business Unit

100%

29
 MODULE-4
Create Reports and Dashboards for Sales and Marketing
Managers

Track key business information for your stakeholders with reports and dashboards.

Create Report and Dashboard Folders

~15 mins
Completed

Create a Simple Custom Report

~10 mins
Completed

Filter Your Reports

~15 mins
Completed

Visualize Your Data

~15 mins

Completed

30
 SUB MODULE 1
Create Report and Dashboard Folders:

You've received a lot of requests from various stakeholders to analyze data in Salesforce. How
do you keep it all organized? Start by creating the necessary folders that can be shared with
various team members.
Create a new report folder called Global Sales Reports.

1. If you're not currently in the Sales app, click the App Launcher and select Sales.
2. Click the Reports tab.
3. Click New Folder and enter the details.
4. Note: If the New Folder button is not present, it is recommended you create a new
Trailhead Playground.
5. For Folder Label, enter Global Sales Reports.
6. Click in the Folder Unique Name text box to auto-populate the unique name. Don't
worry, the unique name of this folder isn't checked.
7. Click Save.
8. Repeat steps 3-6 to create the following folders as subfolders under the Global Sales
Report folder:
o Admin Lightning Experience Reports
o Marketing Reports
o Adoption Reports
Create a new dashboard folder called Global Sales Dashboards:
1. Click the Dashboards tab.
2. Click New Folder and enter the details.
3. For Folder Label, enter Global Sales Dashboards.
4. Click in the Folder Unique Name text box to auto-populate the unique name. Don't
worry, the unique name of this folder isn't checked.
5. Click Save.
Share all the new folders with the Sales team:
1. Click Created by Me under Folders.

2. Click the arrow to the right of the Global Sales Dashboards folder, and select
Share from the menu.
3. From the Share With dropdown, select Role and Subordinates.

31
4. In the Search Roles... box enter and select Channel Sales Team, Eastern Sales Team,
and Western Sales Team.
5. Leave Access as View, and click Share.

4.1 : Creating dashboards and sharing files with the new team

6. Click Done to close the Share Folder pop-up.

7. Click the Reports tab, and click Created by Me under Folders.
8. Repeat steps 2-6 to share the Global Sales Reports folder. Note that the subfolders
Admin Lightning Experience Reports, Marketing Reports, and Adoption Reports will
automatically be shared with the same teams as their parent folder.

32
 SUB MODULE 2
Create a Simple Custom Report

Before creating the first report, you'll need to associate the role of CEO with your profile so
all report data is viewable.

1. Click the gear icon and select Setup.

2. Enter Users in Quick Find and select Users.
3. Click Edit next to your name and change Role to CEO.
4. Click Save.

Next, edit the Close Dates for all of the existing opportunities. This is done so the correct data
appears when you run the current fiscal quarter report later in this project.

1. Click the App Launcher and select Sales.

2. Click the Opportunities tab.

3. Click Recently Viewed and select the All-Opportunities list view.

4. Select the checkbox to the left of Opportunity Name to select all opportunities

4.2 : Showing all Opportunities

1. Note: If you don't see checkboxes next to the opportunities, it may be because you've
applied opportunity record types in this org. If so, apply the following filter to the all-
opportunities list view: Within the filter menu, click Add Filter > Field = Opportunity
Record Type, Operator = equals, Value = 0 options selected > Click Done > Click Save.
2. With all opportunities selected, rollover the Close Date for one of the opportunities
and click the pencil icon.
3. Type in today's date.
4. Select the checkbox to Update 31 selected items.

33
 5. Click Apply.
Note: All of the opportunities should now have today's date as their Close Date.
6. Click Save at the bottom of the screen.
Create a Summary Report
Time to create a new opportunity report.
1. Click Reports.
2. Click New Report.
3. Under Recently Used on the left, click All.

4.3 : Creating a Summary report

4. In Search Report Types, enter Opportunities and select Opportunities.

4.4 : Presenting Opportunities

5. Click Start Report.

Next, you'll use the Lightning Report Builder—a visual editor for reports. The report
builder screen lets you work with report fields and filters, and shows you a preview of your
report with just some of the data.

Set the scope of the report using the standard filters.

1. Enable Update Preview Automatically in the upper-right of the Report Builder.

2. In the Preview pane, click the arrow next to the Opportunity Owner column
heading, and then select Group Rows by This Field.
3. Click the Filters pane.

34
 4. Ensure Close Date is set to Current FQ.

5. Click Opportunity Status and select Open and click

Apply. Change the report columns as required.

1. Click the Outline pane and click the X next to the following column headers to
remove them:
o Owner Role
o Fiscal Period
o Expected Revenue
o Age
o Created Date
o Next Step
Add a summary field.

1. Click the arrow next to the Amount column heading.

2. Select Summarize.
3. Click Sum.
Save the report as Opportunities by Rep in the Global Sales Reports folder.

1. Click Save & Run, and then complete the Save Report details:
o Report Name: Opportunities by Rep
o Click in the Report Unique Name text box to auto-populate the unique name.
Don't worry, the unique name of this report isn't checked.
o Report Description: What opportunities do reps have in the pipeline?
2. Click Select Folder, choose Global Sales Reports, and click Select Folder.
3. Click Save.

35
 SUB MODULE 3
Filter Your Reports
Use Report Filters

You can add up to 20 additional filters to a report directly in the Filters pane using the Add
button or by dragging in fields from the Preview pane. In addition, you can also use filter logic
using “and,” “or,” and “not” operators. Let’s meet the needs of your next stakeholder, the VP
of Marketing, to see how filters and filter logic work.
Create a new account report.

1. Click Reports.
2. Click New Report.
3. Under Recently Used on the left, click All.
4. In Search Report Types, enter Accounts and select Accounts.
5. Click Start Report.

6. Ensure Update Preview Automatically is enabled in the upper-right of the Report

Builder.
7. Click the Filters pane.
8. Click Show Me and select All accounts, then click Apply.

9. Click Created Date, select All Time from the Range picklist, then click Apply.

10. Click the Outline pane and select the X next to the following fields to remove these
columns from the report:
o Last Activity
o Last Modified Date
11. Click the Fields pane to expand the list of fields.

4.5: Selecting the fields pane

12. Double-click Annual Revenue to add it to the report.

13. Click the X to close the Fields pane.

36
 14. Click and drag the Annual Revenue column so it is placed between the Account
Name and Billing State/Province columns.

1. Click the Filters pane.

2. Search for Type in Add filter... search box and select it.
3. In the Operator field, select contains from the drop-down menu.
4. Type customer in the value field.
5. Click Apply.

4.6: Adding necessary filters

6. In the Filters pane, click the arrow next to Filters and click Add Filter Logic

7. Then the Edit Filter Logic field, change the logic to 1 AND 2 AND (3 OR 4) and
click Apply.
Save the report as Central and Eastern Target Accounts in the Marketing Reports folder:

1. Click Save & Run, and then complete the Save Report details: o
For Report Name: Central and Eastern Target Accounts
o Click in the Report Unique Name text box to auto-populate the unique name.
Don't worry, the unique name of this report isn't checked.
o For Report Description: Who are our important customers in the Central and
Eastern states?

2. Click Select Folder, select Marketing Reports from the Global Sales Reports folder
and click Select Folder.
3. Click Save.

1. Click Reports.
2. Click New Report.
3. Under Recently Used on the left, click All.

37
4. In Search Report Types, enter Users and select Users.
5. Click Start Report.
6. Ensure Update Preview Automatically is enabled in the upper-right of the Report
Builder. 7.Click the Outline panel.
8. In the Add column... search box, enter login access, and then select Login Access Exp.
Date.
9. Click the Filters pane.
10. Click the Last Login Filter.
11. Leave Range as All Time and click Apply.
12. In the Add filter... search box, enter Last Login, then select Last Login.
13. Create the filter with these details:
oFor operator, select not equal to
oClick Use relative date and enter LAST 7 DAYS
oClick Apply
1. Click Save & Run.
2. For Report Name, enter Users Not Logged in Last 7 Days.
3. Click in the Report Unique Name text box to auto-populate the unique name. Don't
worry, the unique name of this report isn't checked.
4. For Report Description, enter Who hasn’t logged in the last 7 days?
5. Click Select Folder, choose Adoption Reports from the Global Sales Reports folder,
and click Select Folder.
6. Click Save.

38
 SUB MODULE 4
Visualize Your Data
Report Charts

When it comes to reports and analyzing what seems like endless data, it can be information
overload. What if there was an easy way to get a visual summary of all that information? Enter
report charts and dashboards.

The Lightning Experience offers enhanced data charts to summarize reported data. You can
adjust the chart type without making changes to the report itself.

Add a vertical bar chart to compare sales rep win rates:

1. Click the Reports tab.

2. Click on Sales Rep Win Rates then click Add Chart to display a chart.

3. Click the gear icon in the upper right corner of the chart to open the chart editor.

4. Click Column to change the display to a vertical bar chart.

5. Complete the chart attributes:
a. Chart Title: Sales Rep Win Rates
b. Click the Y-Axis dropdown and set to Win Rate

6. Click the gear icon to close the chart editor.

7. Click the arrow next to Edit and choose Save from the dropdown.

Dashboards

Let’s take visualizing data a step further. The VP of Sales would like a Global Sales dashboard
that lets her see the key information at a glance. A dashboard is a visual representation of data
from multiple reports and does the following:

• Displays data from custom source reports

• Has a running user to determine what data is visible
• Displays data as of the last time the dashboard was refreshed
• Can be scheduled to be refreshed and emailed automatically
The dashboard editor in Lightning Experience gives you a responsive way of creating or
editing dashboards using drag-and-drop. Let’s take a look.

39
Create the Global Sales dashboard:
1. Click the Dashboards tab.
2. Click New Dashboard.
3. Set the Name to Global Sales Dashboard.
4. Click Select Folder, choose the Global Sales Dashboards, then click Select Folder.
5. Click Create.

Add an Opportunities by Rep chart component:

1. Click +Component.

2. In the report search bar, enter Opportunities, click Opportunities by Rep, then click
Select.

3. From the Display As menu, click the Vertical Bar Chart option.
4. Ensure the Y-Axis is set to Record Count.
5. Ensure the Show Values box is selected.
6. Complete the text areas:
o Title: Sales Pipeline
o Subtitle: Number of Open Opportunities by Rep
7. Click Add.
8. Click Save.

Add Opportunities by Rep metric component:

1. Click +Component.

2. In the report search bar, enter Opportunities, click Opportunities by Rep, then click
Select.

3. From the Display As menu, select the Metric option.

4. Ensure Measure is set to Sum of Amount and Display Units is set to Shortened Number. In
the Segment Range, replace the default value of 33 with 1000000 (that's 1 million, as
in six zeros after the one) and replace 67 with 3000000 (three million).
5. Complete the text areas:
o Title: Total Open Opportunities
o Footer: Value of open opps in sales pipeline
6. Click Add.

40
 7. Drag the metric component to the right of the Opps by Rep vertical bar chart.
8. Click Save.

1. Click +Component.
2. In the report search bar, enter Sales Rep, click Sales Rep Win Rates, then click Select.

3. Select Lightning Table from the Display As menu.

4. In the Columns section, click the following columns to remove them from this
component:
o Account Name
o Stage
o Closedate
Note: Opportunity Name and Amount should be the only remaining columns.

4.7: Representing the remaining columns

1. Update the Title to Opportunities Won.
2. Click Add.

3. Drag the Opportunities Won table to the right of the Total Open Opportunities
metric, to create a third dashboard column.
4. Click Save.

Add Sales Rep Win Rates gauge component:

1. Click +Component.
2. In the report search bar, enter Sales Rep, click Sales Rep Win Rates, and then click
Select.

41
3. From the Display As menu, select the Gauge Component option. Leave the
segment ranges set as is.
4. Change the Measure to Win Rate.
5. Complete the text areas.
o Title: Company Win Rate
o Footer: Ratio of won to closed opps
6. Click Add.

7. Drag the Company Win Rate gauge to the right of the Opportunities Won
component, to create a fourth dashboard column.

o You will need to resize the chart components to create four columns. Don't
worry, component arrangement on your dashboard is not checked when
verifying this step.

4.8: Resizing the columns

8. Click Save.
9. Click Done.

42
 SUPERBADGE
Business Administration Specialist

Brighten up a new business unit with the Salesforce tools the team needs to succeed.

Account Reports and Dashboards

In preparation for the full Residential Sales team coming online, Gabriela asks you to create
team and rep scoreboard dashboards and the background reports for these dashboards. The
Sales Operations team can use the insights from these reports and dashboards to decide
which customers to offer additional opportunities and renewals to.

Residential Reports
Create a folder called Residential Reports and store these reports there. Set reports to
display data for all accounts and created dates of all time unless instructed otherwise.

Accounts by Market
First, Gabriela needs a breakdown of the account industry distribution between the
utility accounts and the newly imported residential accounts. Create a matrix report
(called Accounts by Market) that summarizes account types as rows (called Market) and
account ratings as columns. Gabriela wants you to use the following account types (with all
other types categorized as "Other"):

• Utility
o Include accounts of types Customer - Direct and Customer - Channel

43
 • Residential
o Include accounts of type Residential

Gabriela also wants a record count for each account type and account rating. Don’t
show details.
High Value Residential

The second report that Gabriela asks for can help the Sales Operations team focus attention
on the most valuable residential accounts. Only residential accounts should be included.

Create a summary report (called High Value Residential) that groups by Account Name
and summarizes (sum) Annual Revenue.

Rated Accounts by State

The Residential Sales team plans to divvy up accounts by territory as soon as Ursa Major’s
residential business grows large enough. Until that time, they need a view into which states have
the highest-rated accounts. To give the residential sales team a better idea of which territories to
focus on, Gabriela requests you create a matrix report (called Rated Accounts by State) of
residential accounts with Ratings in columns and Billing State/Province as rows. She just needs
to know which states have the most highly rated accounts, so hide the details.

There should be a record count for state and account rating.

Open Support Cases

The Ursa Major Solar Residential Sales team loves their customers and strives to help them
resolve their support issues. Whether it’s the family in town experiencing a faulty converter
or the researcher in the desert with a loose panel banging in the wind, the team is here to
help. To focus on the most pressing cases first, the team needs a report showing open cases
for all accounts grouped first by Account Name then Priority.

Create a summary report (called Open Support Cases). The report should show details
and only include the fields Case Owner, Subject, and Case Reason.
Residential Dashboards
Dashboards can help the new Residential Sales team understand which accounts are growing
and which need attention. Your stakeholders came up with some guidelines for two
dashboards. Create a folder called Residential Dashboards and store these dashboards there.

Team Scoreboard Dashboard

High-level dashboards help sales leaders make the big decisions. This dashboard,
called Team Scoreboard, includes a breakdown of how many accounts are residential, the
list of top-valued residential accounts, and a view of states with the highest-rated accounts.
To help the sales team prioritize, include these three powerful components on the Team
Scoreboard.

44
 5.1 : Team Scoreboard Dashboard

Rep Scoreboard Dashboard

There’s no "I" in “team,” but there are six in “individual responsibility.” This dashboard,
called Rep Scoreboard, contains the list of high-value accounts, rating distribution by
state, and the list of open support cases. Users viewing this dashboard should only see data
for themselves for these three components.

5.2 : Rep Scoreboard Dashboard

Marketing Mandate

Ursa Major Solar has built a proud brand since Sita Nagappan-Alvarez and her husband
Roberto founded the company in 1996. The mission has not changed, but the company’s
strategy and logo have evolved over the years. April and the Marketing team sent over
the current graphic and messaging requirements for the Residential Sales team’s email

45
communications. Configure your email signature and set up two preconfigured emails for
the team to light up potential and current customers’ inboxes.

Email Signature

5.3 : Email Signature

Standard Correspondence Email

5.4 : Standard Correspondence Email

Platform Capabilities

You don’t treat 110v and 220v outlets the same (or you risk fireworks show!), and Ursa
Major Solar handles their residential business differently from their utility business.
Residential customers have different priorities, equipment, installation processes, and
timelines than a regional utility has, so a unique business approach makes sense. The
Residential Sales team needs a subset of customer information to focus on, a specific
business lifecycle built on the Opportunity object, and a way to differentiate whether
the opportunity is Residential or Utility.

Collaboration
The Residential Sales team is getting up and running, but it has a lot of product questions.
While there is a product support specialist to help solve solar panel puzzles, there is no forum
for queries and conversation among members of the team that is shielded from the broader
organization. This team needs its own collaboration space to discuss sensitive topics like
pricing strategies, product workarounds, and inside jokes.
1. Name this space Residential Sales Product Collaboration.
2. Assign a photo to the space that you think encourages collaboration.

3. Give Ada Balewa the ability to delete posts and comments and to approve
new members in the Residential Sales Team Product Collaboration space.

4. Add Shinje Tashi so he can post questions, but he should not have access to
accept members or delete other people’s posts.

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5. Provide a write-up visible to all users, whether or not they are in the space: "This
collaboration space is for Residential Sales team members to ask product questions of
one another and the Product Support Specialist team."

6. For users with access to this space, provide additional details: "As a reminder,
monthly webinars with the Product Support Specialist team are on the second
Tuesday at 3:00 PM MT. Ask Lincoln Ulrich for the invite. For more information
about using Salesforce, check out the Trailhead CRM Basics module."

7. Within the collaboration space, create a multiple-choice post gauging the team’s
familiarity with residential market products. Use the question "Which product are you
most comfortable selling?" with the options Home Array, Home Battery, Home
Starter Kit, and Home Starter Kit Deluxe.

8. Within the collaboration space, @mention Ada Balewa and write, "Thank you so
much for helping the team out like this. Without your brains, we couldn’t shine
so brightly!"

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 CONCLUSION

Salesforce has been growing tremendously its employees, customers, offices throughout the
world by providing innovative and best ideas/solutions to solve present generation business
problems. The Salesforce internship program will bring the necessary skills and knowledge
to the college students or aspirants that are looking to drive the innovation. In most
Companies, you have to go through a quick interview to get selected as an intern but you are
going to get a wonderful exposure and better experience. Here are some of the reasons why
internship programs are so rewarding.

1). Community – Team Collaboration

When you join an internship program, you spend a lot of time with other interns working
on similar projects. There are conferences and product meetings where you learn a lot of
technical stuff to grow your career and skills. However, navigating through the world of
product management can be somewhat tricky. So, this is just a great idea debating for your
fav tech products, exploring presentations, and working on the solutions together. Also, you
would learn the value of team collaboration that is necessary for an IT professional.
Fortunately, an internship program connects you with other interns and expert mentors who
would be responsible for handling all the doubts.

2). Leadership Qualities

Further, the internship program had a lot of opportunities to interact with leaders in the
Company. They come and meet interns regularly and share valuable insights too. Also, they
are giving useful tips that are actually helpful in product management so that you could work
across multiple management functions. They would also tell you about the importance of
transparency in the product roadmaps to deliver just exceptional customer experiences. It
would help you in understanding life challenges to balance the customer feed backs or
responses and driving the innovation.

3). Impactful Work

You would learn something valuable that would leave a real impact on your professional
life. You would get a chance to work on real-world projects, understand how products work
and create and many more concepts too. I make sure that everything you will manage would
have a long-lasting impact on your career.

4). Know project management deeply

The best part of the Salesforce internship program is that it has been designed for interns to
succeed. You will get complete access to the community of peers across Salesforce and a
wonderful product team. There are expert mentors and managers to guide the way. The
complete journey is like a transformative experience and makes you confident handle the
product management work gracefully. If you are planning for a career in product
management or looking for a career in Salesforce administration then you should definitely
apply for Salesforce internships.

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