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Exam Number : Salesforce-Certified-Advanced-Administrator
Exam Name : Certified Advanced Administrator
Vendor Name : Salesforce
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Content: 60 multiple-choice/multiple-select questions and 5 non-scored questions
Time allotted to complete the exam: 105 minutes
Passing score: 65%
Registration fee: USD 200 plus applicable taxes as required per local law
Retake fee: USD 100 plus applicable taxes as required per local law
Delivery options: Proctored exam delivered onsite at a testing center or in an online proctored environment. Click here for information on scheduling an exam.
References: No hard-copy or online materials may be referenced during the exam.
Prerequisite: Salesforce Certified Administrator credential
The Salesforce Advanced Administrator exam measures a candidates knowledge and skills related to the following objectives. A candidate should have hands-on experience as a Salesforce Administrator and have demonstrated the application of each of the features/functions below.
Security and Access: 20%
Given a scenario, determine the implications to record and field data access (Sharing model, controlled by parent, grant access by hierarchies, profile vs. sharing rules, communities security settings, field and record level access, sharing rules, field level security, and record types).
Describe the capabilities of Enterprise Territory Management and the implications for the sharing model.
Compare and contrast the capabilities of custom profiles, permission sets, and delegated administration.
Extending Custom Objects and Applications: 8%
Describe the appropriate use of relationship types when building custom objects (master-detail, lookup).
Auditing and Monitoring: 6%
Given a scenario, determine the appropriate tools for monitoring and troubleshooting system activity (debug log, set up audit trail).
Sales Cloud Applications: 10%
Explain how to customize and maintain products, price books, schedules, and quotes.
Describe the capabilities of forecasting (categories, hierarchy, quotas).
Service Cloud Applications: 10%
Explain how to create and maintain Salesforce Knowledge (article record types, data categories).
Explain how to create and maintain service entitlements and entitlement processes.
Describe the features of Salesforce which enable interaction between support agents and customers (chat, case feed, Service Cloud console, communities, omni-channel).
Data Management: 10%
Explain the tools and best practices for improving and enriching data quality (validation, managing duplicates, enriching, archiving).
Content Management: 3%
Explain how to set up and maintain Salesforce Content.
Change Management: 10%
Describe the options available to move metadata between environments (change sets, Salesforce extensions for Visual Studio Code).
Describe the capabilities and best practices for using change sets to move metadata between environments.
Analytics, Reports and Dashboards: 10%
Given a scenario, determine the appropriate analytic tools to meet complex reporting requirements (custom report types, reporting snapshots, complex charting, custom summary formulas, bucketing, joined reports, cross filters, dynamic dashboards, dashboard filters).
Process Automation: 13%
Given a scenario, troubleshoot an approved process.
Given a complex scenario, determine the solution using a combination of automation tools to solve a business problem (Process automation, formula fields, and when to use Visualforce and Apex triggers).
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Best Enterprise Architect CertificationsEnterprise IT architect certifications appear most often at the apex of certification programs, where less than 1% of IT professionals ultimately ascend. Even so, many IT architect certifications are available, and you don’t need to invest in one certification sponsor’s vision to reach the top. Many IT certifications in this area fall outside vendor umbrellas, which means they are vendor-neutral or vendor-agnostic. Nevertheless, the number of vendor-specific IT certifications exceeds vendor-neutral ones by a factor of more than 2 to 1. That’s why they devote the last section of this article to all such credentials, as they encountered them in search of the best enterprise architect certifications. For IT pros who’ve already invested in vendor-specific certification programs, credentials at the architect level may indeed be worth pursuing. Enterprise architects are among the highest-paid employees and consultants in the tech industry. What do enterprise architects do?Enterprise architects are technical experts who are able to analyze and assess organizational needs, make recommendations regarding technology changes, and design and implement those changes across the organization. How much does an enterprise architect earn?The national average salary per SimplyHired is $130,150, in a range from $91,400 to a whopping $185,330. Glassdoor reports $133,433 as the average. Ultimately, the value of any IT certification depends on how long the individual has worked and in what part of the IT patch. How do I become an enterprise architect?Becoming an enterprise architect is not easy. While the requirements may vary by employer, most enterprise architects have a bachelor’s degree or higher in a computer-related field along with 5-10 years of professional work experience. Many enterprise architects obtain additional certifications past graduation. Why should I get certified?Certifications are a great way to demonstrate to prospective employers that you have the experience and technical skills necessary to do the job and give you a competitive edge in the hiring process. Certification holders also frequently earn more than their uncertified counterparts, making certifications a valuable career-building tool. Which certifications are the best?Below, you’ll find their top five certification picks. Before you peruse their best picks, check out the results of their informal job board survey. Data indicates the number of job posts in which their featured certifications were mentioned on a given day. The data should give you an idea of the relative popularity of each of these certifications. Job board search results (in alphabetical order, by certification) Certification SimplyHired Indeed LinkedIn Jobs LinkUp Total AWS Certified Solution Architect (Amazon Web Services) 1,035 464 2,672 240 4,411 CTA (Salesforce) 303 787 3,201 353 4,644 ITIL Master (Axelos) 641 848 1,218 1,119 3,826 TOGAF 9 (The Open Group) 443 730 271 358 1,802 Zachman Certified – Enterprise Architect (Zachman) 86 107 631 252 1,076 AWS Certified Solution ArchitectMaking its first appearance on the leaderboard is the Certified Solutions Architect credential from Amazon Web Services (AWS). AWS, an Amazon subsidiary, is the global leader in on-demand cloud computing. AWS offers numerous products and services to support its customers, including the popular Amazon Simple Storage Service (S3) and Amazon Elastic Compute Cloud (EC2). AWS also offers numerous cloud applications and developer tools, including Amazon Comprehend, Amazon SageMaker Batch Transform and Amazon Lightsail. AWS offers certifications at the foundation, associate and professional levels across five role-based categories: architect, developer, operations, cloud and specialty certifications. Foundation-level certifications validate a candidate’s understanding of the AWS Cloud and serve as a prerequisite to AWS specialty certifications. Foundation certifications are a recommended starting place for those seeking higher-level credentials. Associate credentials typically have no prerequisites and focus on technical skills. They are required to obtain professional-level certifications, which are the highest level of technical certification available. Specialty certs, meanwhile, focus on skills in targeted areas. AWS Certified Solutions Architect – Associate 2019AWS currently offers the following credentials: The AWS Certified Solutions Architect credential is available at the associate and professional levels. The associate credential targets candidates with at least one year of experience architecting and implementing solutions based on AWS applications and technologies. AWS updated the associate-level exam in February 2018 to include architecture best practices and new services. The AWS Certified Solutions Architect – Professional certification targets senior AWS architects who can architect, design, implement and manage complex enterprise-level AWS solutions based on defined organizational requirements. Candidates should have a minimum of two years’ direct experience deploying and designing on the AWS cloud and be able to translate organizational requirements into solutions and recommend best practices. The associate credential is a mandatory prerequisite. AWS Certified Solution Architect facts and figures Certification name Certified Solution Architect – AssociateCertified Solution Architect – Professional Prerequisites and required courses Associate: One year of hands-on experience recommended, AWS Certified Cloud PractitionerProfessional: Certified Solution Architect – Associate credential plus a minimum of two years of hands-on experience Number of exams Associate: One exam (65 questions, 130 minutes to complete)Professional: One exam (170 minutes to complete) Certification fees Associate: $150 (practice exam $20)Professional: $300 (practice exam $40) URL https://aws.amazon.com/certification/ Self-study materials AWS makes demo questions, practice exams, exam guides, whitepapers and more available on the certification home page.CTA: Certified Technical Architect In 1999, Salesforce revolutionized the world of CRM when it introduced the concept of using the cloud to provide top-notch CRM software. Today, Salesforce has more than 150,000 customers, making it the industry leader for CRM enterprise cloud platforms. Currently, Salesforce offers solutions for various focus areas, including sales, service, marketing, commerce, engagement, community, productivity (Quip), platform and ecosystem, integration, analytics, enablement, internet of things (IoT), artificial intelligence, mobility, and industry (financial and health). To meet industry needs for qualified and experienced professionals with the skills necessary to support its growing customer base, Salesforce developed and maintains a top-tier certification program. It offers many paths to candidates, including for administration, app building, architecture and marketing. Salesforce Architect certifications are hierarchical, with most (but not all) lower-level credentials serving as prerequisites for more advanced credentials. At the top of the certification pyramid is the highest credential a Salesforce professional can earn – the Certified Technical Architect (CTA), which is their featured Salesforce certification. The Salesforce Architect certification pyramid has three levels: Salesforce requires CTAs to maintain current skills. Credential holders must pass maintenance module exams with each new product release cycle (typically in summer, winter and spring). While challenging to earn, the CTA is important for IT professionals who are serious about a Salesforce technologies career. CTA facts and figures Certification name Certified Technical Architect (CTA) Prerequisites and required courses Salesforce Certified Application Architect and Salesforce Certified System Architect credential:Retake fee: $3,000 URL http://certification.salesforce.com/technicalarchitect Self-study materials Salesforce maintains links on the certification webpage to numerous review materials, including the online documentation, tip sheets, user guides, exam guide and outline, Architect Journey e-books, Trailhead trails, and the Salesforce Certification Guide.ITIL Master Certificate – IT Service Management One of their favorite credential sets (and for employers as well, judging by job board numbers) is the ITIL for IT Service Management credentials from Axelos. Axelos is a global provider of standards designed to drive best practices and quality throughout organizations. ITIL (Information Technology Infrastructure Library) joined the Axelos family in 2013. Axelos manages ITIL credentialing requirements and updates, provides accreditation to exam Institutes (EIs), and licenses organizations seeking to use ITIL. In addition to ITIL certifications, Axelos offers credentials for Prince2 2017 (which includes Foundation, Practitioner and Agile qualifications), Prince2 Agile, Resilia, MSP, MoP, M_o_R, P30, MoV, P3M3 and AgileSHIFT. ITIL is a set of well-defined and well-respected best practices that specifically target the area of IT service management. There are more than 2 million ITIL-certified practitioners worldwide. ITIL is perhaps the most widely known and globally adopted set of best practices and management tools for IT service management and support. ITIL Foundation (2011): Complete course and 2 practice examsAxelos maintains a robust ITIL certification portfolio consisting of five ITIL credentials: Axelos introduced ITIL 4 in early 2019. ITIL 3 practitioners should check the Axelos website frequently for updates about the transition to ITIL 4 and availability of the ITIL 4 transition modules. The ITIL Master is the pinnacle ITIL certification, requiring experience, dedication, and a thorough understanding of ITIL principles, practices, and techniques. To gain the ITIL Master designation, candidates must have at least five years of managerial, advisory or other leadership experience in the field of IT service management. They must also possess the ITIL Expert certification. Once the skill and certification requirements are met, the real certification work begins. Upon completing the prerequisites, candidates must register with PeopleCert, the sole approved Axelos exam Institute, and submit an application. Next, candidates prepare and submit a proposal for a business improvement to implement within their organization. The proposal submission is followed by a “work package,” which documents a real-world project that encompasses multiple ITIL areas. The work package (1) validates how the candidate applied ITIL principles, practices, and techniques to the project; and (2) documents the effectiveness of the solution and the ultimate benefit the business received as a result of the ITIL solution. Finally, candidates must pass an interview with an exam panel where they defend their solution. Axelos will soon be sponsoring 50 lucky people in their quest to obtain the ITIL 4 Master certification. You can register your interest in the program here. ITIL Master facts and figures Certification name ITIL Master Certificate – IT Service Management Prerequisites and required courses ITIL Expert Certificate: Five years of IT service experience in managerial, leadership or advisory roles Number of exams No exam required, but candidates must complete the following steps:$5,225 if some ITIL credits were obtained from other institutes URL https://www.axelos.com/certifications/itil-certifications/itil-master Self-study materials Axelos provides documentation to guide candidates in the preparation of proposal and work package submissions. Available documents include ITIL Master FAQs, ITIL Master Proposal Requirements and Scope, and ITIL Master Work Package Requirements and Scope. TOGAF 9A leader in enterprise architecture, The Open Group’s standards and certifications are globally recognized. The TOGAF (The Open Group Architecture Framework) standard for enterprise architecture is popular among leading enterprise-level organizations. Currently, TOGAF is the development and architecture framework of choice for more than 80% of global enterprises. TOGAF’s popularity reflects that the framework standard is specifically geared to all aspects of enterprise-level IT architectures, with an emphasis on building efficiency within an organization. The scope of the standard’s approach covers everything from design and planning stages to implementation, maintenance, and governance. The Open Group offers several enterprise architect credentials, including TOGAF, Open CA, ArchiMate, IT4IT and the foundational Certified Technical Specialist (Open CTS). The Open Group reports that there are more than 75,000 TOGAF-certified enterprise architects. At present, there are two TOGAF credentials: the TOGAF 9 Foundation (Level 1) and TOGAF 9 Certified (Level 2). (The TOGAF framework is currently based on version 9.2, although the credential name still reflects version 9.) The TOGAF 9 Foundation, or Level 1, credential targets architects who demonstrate an understanding of TOGAF principles and standards. A single exam is required to earn the Level 1 designation. The Level 1 exam focuses on TOGAF-related concepts such as TOGAF reference models, terminology, core concepts, standards, ADM, architectural governance and enterprise architecture. The Level 1 credential serves as a steppingstone to the more advanced TOGAF Level 2 certification. The TOGAF 9 Certified, or Level 2, credential incorporates all requirements for Level 1. Level 2 TOGAF architects possess in-depth knowledge of TOGAF standards and principles and can apply them to organizational goals and enterprise-level infrastructure. To earn this designation, candidates must first earn the Level 1 credential and pass the Level 2 exam. The Level 2 exam covers TOGAF concepts such as ADM phases, governance, content framework, building blocks, stakeholder management, metamodels, TOGAF techniques, reference models and ADM iterations. Candidates wanting a fast track to Level 2 certification may take a combination exam, which covers requirements for both Level 1 and 2. Training is not mandatory for either credential but is highly recommended. Training classes run 2-5 days, depending on the provider and whether you’re taking the combined or single-level course. The Open Group maintains a list of approved training providers and a schedule of current training opportunities on the certification webpage. TOGAF 9 facts and figures Certification name TOGAF 9 Foundation (Level 1)TOGAF 9 Certified (Level 2) Prerequisites and required courses TOGAF 9 Foundation (Level 1): NoneTOGAF 9 Certified (Level 2): TOGAF 9 Foundation (Level 1) credential Number of exams Level 1: One exam (40 questions, 60 minutes, 55% required to pass)Level 2: One exam (eight questions, 90 minutes) Level 1 and 2 combined exam (48 questions, 2.5 hours) Certification fees $320 each for Level 1 and Level 2 exams$495 for combined Level 1 and Level 2 exam Exams are administered by Pearson VUE. Some training providers include the exam with the training course. URL http://www.opengroup.org/togaf9/cert/docs/indiv.html Self-study materials A number of resources are available from The Open Group, including whitepapers, webinars, publications, TOGAF standards, the TOGAF Foundation Study Guide ($29.95 for PDF; includes practice exam), practice test (99 cents for PDF) and the TOGAF 9 Certified Study Guide (a combined study guide is available for $59.95). The Open Group also maintains a list of accredited training course providers and a calendar of training events.Zachman Certified – Enterprise Architect Founded in 1990, Zachman International promotes education and research for enterprise architecture and the Zachman Framework. Rather than being a traditional process or methodology, the Zachman Framework is more accurately referred to as an “ontology.” Ontologies differ from a traditional methodology or process in that, rather than focusing on the process or implementation, they focus on the properties, types and interrelationships of entities that exist within a particular domain. The Zachman Framework ontology focuses on the structure, or definition, of the object and the enterprise. Developed by John Zachman, this framework sets a standard for enterprise architecture ontology. Zachman International currently offers four enterprise architect credentials: Zachman credentials are valid for three years. To maintain these credentials, candidates must earn continuing education credits (referred to as EADUs). The total number of EADUs required varies by certification level. Zachman Certified – Enterprise Architect facts and figures Certification name Enterprise Architect Associate Certification (Level 1)Enterprise Architect Practitioner Certification (Level 2) Enterprise Architect Professional Certification (Level 3) Enterprise Architect Educator Certification (Level 4) Prerequisites and required courses Level 1 Associate: Four-day Modeling Workshop ($3,499)Level 2 Practitioner: None Level 3 Professional: None Level 4 Educator: Review all materials related to The Zachman Framework; Level 3 Professional recommended Number of exams Level 1 Associate: One examLevel 2 Practitioner: No exam; case studies and referee review required Level 3 Professional: No exam; case studies and referee review required Level 4 Educator: None; must develop and submit curriculum and course materials for review and validation Certification fees Level 1 Associate: exam fee included as part of required courseLevel 2 Practitioner: None, included as part of Level 1 required course Level 3 Professional: Not available Level 4 Educator: Not available URL https://www.zachman.com/certification/what-we-certify/enterprise-architect#enterprise-architect-associate-level-1 Self-study materials Live classroom and distance learning opportunities are available. Zachman also offers webcasts, a glossary, the Zachman Framework for Enterprise Architecture and reference articles.Beyond the top 5: More enterprise architect certifications The Red Hat Certified Architect (RHCA) is a great credential, especially for professionals working with Red Hat Enterprise Linux. The Project Management Professional (PMP) certification from PMI continues to appear in many enterprise architect job descriptions. Although the PMP is not an enterprise architect certification per se, many employers look for this particular combination of skills. Outside of their top five vendor-neutral enterprise architect certifications (which focus on more general, heterogeneous views of IT systems and solutions), there are plenty of architect-level certifications from a broad range of vendors and sponsors, most of which are vendor-specific. The table below identifies those vendors and sponsors, names their architect-level credentials, and provides links to more information on those offerings. Choosing one or more of these certifications for research and possible pursuit will depend on where you work or where you’d like to work. <td”>EMC Cloud Architect Expert (EMCCAe) <td”>GoCertify </td”></td”> Sponsor Enterprise architect certification More information BCS BCS Practitioner Certificate in Enterprise and Solutions Architecture BCS homepage Cisco Cisco Certified Architect (CCAr) CCAr homepage Enterprise Architecture Center of Excellence (EACOE) EACOE Enterprise ArchitectEACOE Senior Enterprise Architect EACOE Distinguished Enterprise Architect EACOE Enterprise Architect Fellow EACOE Architect homepage FEAC Institute Certified Enterprise Architect (CEA) Black BeltAssociate Certified Enterprise Architect (ACEA) Green Belt FEAC CEA homepage Hitachi Vantara Hitachi Architect (three tracks: Infrastructure, Data Protection, and Pentaho Solutions)Hitachi Architect Specialist (two tracks: Infrastructure and Converged) Training & Certification homepage IASA Certified IT Architect – Foundation (CITA-F)Certified IT Architect – Associate (CITA-A) Certified IT Architect – Specialist (CITA-S) Certified IT Architect – Professional (CITA-P) CITA homepage National Instruments Certified LabVIEW Architect (CLA) CLA homepage Nokia Nokia Service Routing Architect (SRA) SRA homepage Oracle Oracle Certified Master, Java EE Enterprise Architect Certified Master Java EE homepage Red Hat Red Hat Certified Architect (RHCA) RHCA homepage SOA (Arcitura) Certified SOA Architect SOA Architect homepageThese architect credentials typically represent pinnacle certifications within the programs to which they belong, functioning as high-value capstones to those programs in many cases. The group of individuals who attain such credentials is often quite small but comes with tight sponsor relationships, high levels of sponsor support and information delivery, and stratospheric salaries and professional kudos. Often, such certifications provide deliberately difficult and challenging targets for a small, highly select group of IT professionals. Earning one or more of these certifications is generally the culmination of a decade or more of professional growth, high levels of effort, and considerable expense. No wonder, then, that architect certifications are highly regarded by IT pros and highly valued by their employers. Choosing the right IT architect credentialEnterprise architect credentials will often be dictated by choices that your employer (or industry sector, in the case of government or DoD-related work environments) have already made independent of your own efforts. Likewise, most of the vendor-specific architecture credentials make sense based on what’s deployed in your work environment or in a job you’d like to occupy. Though there are lots of potential choices IT pros could make, the actual number they can or should make will be influenced by their circumstances. Salesforce Sees Its AI Prospects Grow With Einstein Studio And BYOMSAN FRANCISCO, CA - DECEMBER 01: The Salesforce logo is seen at its headquarters on December 1, 2020 ... [+] in San Francisco, California. The cloud-based enterprise software company announced on Tuesday that it will purchase the popular workplace-chat app Slack for $27.7 billion. (Photo by Stephen Lam/Getty Images) Getty ImagesIn the ping pong match of generative AI announcements, it’s once again Salesforce’s turn to make a stir. This past week, the company announced its latest venture, Einstein Studio, which allows users to “BYOM”—bring your own model—to the generative AI sphere. With Einstein Studio, customers can use Salesforce’s custom AI models or their own custom AI models to gain greater insights form their internal, proprietary company data. In turn, businesses will be able to generate smarter, faster insights and content from the data they’re already using via “enterprise-ready” AI. According to Salesforce, data from Salesforce Data Cloud can be used to train models from throughout the Salesforce ecosystem, including Amazon SageMaker, AWS, Vertex AI (Google Cloud) and others. The company says it can connect and synergize customer data from any source to generate a single customer profile that adapts to customer activity in real time. Touted benefits include: ● Faster deployment: Einstein Studio doesn’t require businesses to extract, transform, and load (ETL) their data across platforms, which means teams can “point and click” to get their information to the cloud to train their LLMs. This, in turn, means a more productive data/engineering team. ● Generate more content and predictions. Salesforce says Einstein already generates more than 1,000,000,000,000 predictions a week throughout the company’s apps. With Einstein Studio, it will undoubtedly be able to create even more, including content like meeting transcriptions and auto-responses to inquiries, as well as product recommendations, customer segmentation, and personalized pricing. Indeed, it should allow businesses to gain even more insights—and generate even more value—from the data they are already gathering. ● Increase revenue, decrease churn. With greater insights, Einstein Studio will Strengthen the overall customer experience with more personalized and relevant content. This, in turn, will help increase revenue opportunities and decrease churn. In other words, it will enhance the ROI of a company’s investment in AI. Research shows almost 60 percent of companies say they’re a year or more out from implementing AI in their business. Einstein Studio could help make AI more accessible. Just as importantly, Einstein Studio enables users to determine how their data will be used in training other LLMs, ensuring that enterprise data should be kept safe and secure. Absolutely not. Salesforce launched its first AI solution Einstein in 2016. The strategy then, according to some, is that it would use machine learning, packaged as AI, to differentiate itself across the industry. At that time, however, predictive and generative AI were far less understood than they are now. Einstein’s value, at the time, may have been negligible, but it did create both visibility and intrigue into the power of AI embedded in SaaS—helping pave the way to this year’s AI momentum. Fast forward to 2023, and it seems like Salesforce is just as committed to finding cutting edge solutions to keep itself relevant while also providing real value to its users. In March, Salesforce announced it would be bringing ChatGPT to its CRM as Einstein GPT. In April, they saw Salesforce begin to integrate its Einstein GPT and Data Cloud into its automation kit called Flow. This allowed users to auto-generate responses using natural language prompts and real-time data sharing to create personalized experiences more quickly. Then, in June, Salesforce announced both Marketing GPT and Commerce GPT to auto generate things like emails, marketing segments, personal shopping experiences and more. And of course, this month, we’re seeing the announcement of Einstein Studio and BYOM. The pace of its offerings in AI have been significant and had to be in order to keep up with commercialization efforts of its competitors. But is Einstein Studio et al. enough to compete with Microsoft’s Copilot solutions? The big question now is whether Salesforce’s AI investments set the company up well to compete with Microsoft’s segment of the marketplace. The answer is nuanced because Microsoft’s Copilot and OpenAI partnership is being used across a portfolio that spans well beyond business apps into search, productivity, collaboration and more. Furthermore, Salesforce is leveraging OpenAI as part of its AI stack, which of course benefits Microsoft. With its current AI related offerings as well as its BYOM announcement, Salesforce’s most direct Microsoft competitor would be Microsoft’s Dynamics 365 offerings including its Sales Copilot, a sales-specific AI assistant. The Sales Copilot tool connects user CRMs with Microsoft 365 and Teams apps to do—well—all the things Salesforce’s solutions aim to do: generate real-time tips for meetings, summaries of customer data, emails, and reports. And, although it’s a Microsoft tool, it can be added to CRMs like Salesforce. Which serves Microsoft well to get parts of the business even if it doesn’t win the CRM part—which is an advantage for Microsoft to play in so many parts of the software suite. But also reduces the competition from all or nothing to harmonious partnerships of heterogenous software, which are often how enterprise software stacks are comprised. Right now, it’s early to make a call on how Einstein Studio, and Salesforce’s Marketing and Commerce GPT tools will fare in the race to AI and in head-to-head competitive sales. As of now, reviews are scarce, likely because the technology is advancing far faster than enterprise teams can adequately adopt it. Philosophically, I’m positive on flexible AI model deployment strategy as each LLM and smaller language and foundational models bring different attributes. I see such flexibility as a competitive advantage in the long run. Nevertheless, the final story will be told in numbers. But undoubtedly AI is changing the way companies buy and consume software, and I believe that the pace of innovation will only get faster to the benefit of businesses and users everywhere. So, bring on the competition and keep the innovation coming! Salesforce CRM Review and PricingSalesforce Editor’s Score: 9.5/10Pricing/value 9.2 Features 9.7 Customization, add-ons and integrations 9.8 Ease of use 9.1 Customer service 9.5 Why They Chose Salesforce as the Best CRM for CustomizationSalesforce is arguably the best-known CRM provider on the market. It has an established community and a well-earned reputation for being a leader in the customer relationship management field. While it was created to meet the needs of enterprises and large businesses, Salesforce has expanded its scope and now actively targets businesses of all sizes. Unlike more rigid competitors, Salesforce CRM provides countless personalization and customization options, giving businesses a high level of control over how the system looks and acts. They were particularly impressed by how Salesforce handles workflow automation and by its pioneering integration of AI in CRM customization. Notably, Salesforce was one of the first CRM platforms to open itself up to third-party developers, giving it more apps and customization options than any other provider. If Salesforce doesn’t have a built-in function you need, there’s almost certainly an app to compensate. If not, a developer can create and deploy a specific solution. Salesforce CRM’s initial setup requires time and IT skills. Its learning curve is far steeper than those of many other CRM providers they reviewed. However, you’ll enjoy flexible CRM software guaranteed to accommodate all custom processes and meet the changing needs of your business. For all these reasons and more, Salesforce is their top CRM choice for customization. Salesforce CRM’s pipeline management feature gives an overview of your sales opportunities. Source: Salesforce Salesforce may not be the best choice for businesses with less complex operational needs. If your SMB’s CRM needs are straightforward, check out their review of monday.com CRM to learn about a well-executed system designed for SMBs. What They Like About Salesforce CRMDespite its complexities, Salesforce is surprisingly easy to implement and use. Here are some notable ease-of-use factors they discovered. Salesforce’s visual dashboards help your team pinpoint problems and work on solutions. Source: Salesforce Salesforce’s upper-tier plans give business owners access to live support, coaching sessions and adoption guidance for an additional fee. This may be useful if you’re considering switching CRM systems to Salesforce. Salesforce FeaturesThe Salesforce product boasts an impressive array of CRM features that make it one of the best on the market. Here are some of the most notable features that provide excellent CRM software benefits. Comprehensive Business EcosystemWe like that Salesforce’s business products seamlessly integrate. Businesses can grow with the Salesforce CRM and gradually adopt new features as needed. Additional Salesforce product categories include: You can use Salesforce’s impressive range of third-party apps to run many aspects of your company, from marketing to fulfillment. HR, data analytics, workforce collaboration and finance apps plug directly into Salesforce CRM. You can even add ERP apps to Salesforce to build a system close in function to the ERP platform described in their review of Oracle NetSuite CRM. We also like how Salesforce’s AppExchange breaks down apps by industry. There are 12 sector-specific areas on AppExchange, including communications, financial services, manufacturing and professional services. Salesforce is a capable solution for companies that want to Strengthen customer service performance. Read their review of Salesforce Service Cloud to discover how it helps supervisors and teams manage ongoing customer relationships. CustomizationWe were impressed by Salesforce CRM’s vast customization capabilities – an area where it truly stands out among the competition. While many CRMs they reviewed offer options for customizing deal and contact fields, email templates, and dashboards, Salesforce lets you do much more. Here are some of their favorite customization options: Sales managers can customize their dashboards with specific objects. Source: Salesforce Integrations and Add-onsWe like that CRM users can build customizable systems and integrate their favorite business apps via the Salesforce AppExchange store. Other CRM software companies they reviewed have similar online stores for add-ons, but Salesforce’s is far more comprehensive, with thousands of available integrations. The company makes it easy to search for add-ons based on the product name and view industry-specific product bundles. Because Salesforce is such a huge company, its industry-specific add-ons are expansive. There’s even a separate section for small business-specific add-ons, many of which are free. On the AppExchange, you’ll find five different solution categories: Salesforce is embracing the “low code” and “no code” trends with its Lightning App Builder and Salesforce Flow drag-and-drop tools. Read their HubSpot review to learn about another CRM with drag-and-drop functionality. New apps are added to the AppExchange daily, further enhancing its appeal. Source: Salesforce Intuitive Productivity ToolsWe were pleased to see Salesforce’s intuitive productivity-boosting tools, particularly its built-in project management features. (Freshworks has similar tools; read their Freshworks CRM review to learn more.) Once implemented, sales and marketing departments – as well as managers – will find it easy to manage and build workflows, assign and follow tasks, and check off permissions. Salesforce’s visual dashboards allow sales reps to check KPIs and track their progress toward quotas, facilitating productivity and accountability. They like that you can add meetings straight from the calendar tab and see an instant overview of your schedule. Additional add-on productivity tools are available through the AppExchange. Artificial IntelligenceSalesforce’s artificial intelligence (AI) strides impressed us with capabilities beyond those of the competitors they reviewed. Salesforce was a CRM-AI pioneer, launching its high-profile AI tool, Einstein, in 2016. Today, the company has picked up the pace amid breakthroughs in the generative large language model AIs (like ChatGPT and Bard) that power tools like Einstein. Einstein is available on Salesforce’s upper-tier plans or as a paid add-on. Einstein can do the following after gathering data from system use and user input: Einstein, in its current form, is amazing, and they look forward to seeing its next iterations. They expect AI (and the solutions other CRM providers develop) to be integral to corporate life and CRM adoption in the coming years. We’re not awarding best use of AI in this round of CRM reviews; however, if they were, Salesforce would win. Einstein can flag emails in which leads express critical concerns that could prevent a deal from moving forward, allowing a sales rep to prioritize those messages and act fast to grow and sustain customer relationships. Salesforce’s Einstein tool can help with sentiment analysis so you understand how your brand is perceived. Source: Salesforce Trailblazer CommunityNearly every CRM vendor they reviewed has some form of an online community. However, Salesforce’s Trailblazer community is particularly impressive, replete with documentation invaluable for admins. You can find step-by-step guides on everything from creating custom CRM reports to turning on user notifications. There’s also an extensive user-only forum for direct communication with other admins and CRM users and a comprehensive Trailhead learning platform with various product-related courses, upskilling opportunities and official certifications. Salesforce PricingYou can purchase Salesforce’s Sales Cloud CRM via one of four subscription tiers: Unlike Salesforce competitors monday and HubSpot, there’s no free plan. Only Essentials is available on a month-to-month basis; all other plans require an annual contract. Bear in mind that annual contracts often require you to pay for the whole year upfront, which may not be ideal for some businesses. All costs below are applied when billed annually. All plans allow you to send 5,000 email marketing messages daily from the platform, which is much more generous than many other providers they reviewed. EssentialsPrice: $25 per user per month; available for up to 10 users Features: Account, contact, lead, task and opportunity management; lead auto-assignment; prevention of duplicates; automatic capture of a lead’s available web information; mass email; marketing campaigns; customizable reports and dashboards; email integration with Gmail and Outlook; and Salesforce mobile app ProfessionalPrice: $75 per user per month Features: Everything in the Essentials plan, plus pipeline management, lead registration, rules-based lead scoring, collaborative forecasting, a forecasting mobile app, quote and order management, roles and permissions, and a developer sandbox EnterprisePrice: $150 per user per month Features: Everything in the Professional plan, plus workflow and approval automation, sales teams and territories, opportunity scoring, and advanced reporting UnlimitedPrice: $300 per user per month Features: Everything in the Enterprise plan, plus a sales engagement hub, AI-powered sales insights with Einstein, sales cadences and 24/7 support Other ChargesSalesforce is pricey compared to other CRM solutions they reviewed. It’s a massive product with many add-ons and customizations; the subscription costs listed here should be considered jumping-off points. You can spend considerably more on Salesforce. For example, CPQ & Billing, which allows you to quickly configure, price and quote complex solutions, costs $75 per user per month. Other add-ons include Pardot, Quip, Einstein AI and Sales Dialer – all sold separately. There are additional costs if you opt for training or help with implementation. Many other SaaS products offer free versions and low-cost, entry-level subscriptions that can be used indefinitely. While $25 per user per month isn’t exorbitant, it’s not a realistic long-term option for most small businesses because only 10 users are supported at that level. The next plan jumps to $75 per user per month – significantly more expensive than the competition. We recommend taking advantage of Salesforce’s 14-day free trial to ensure this CRM is worth the investment. Onboarding and ImplementationImplementing CRM software always takes care and patience. But due to its breadth of customization options, Salesforce CRM’s implementation process can vary drastically, taking anywhere from a few days to several weeks. While that may seem alarming, users will quickly see that this CRM is worth the effort once it is set up. Salesforce and third-party agencies can manage your initial implementation and launch for you. Still, this help comes at a cost, depending on your company size, number of employees, data volume and complexity, third-party integrations, and customization level. Fortunately, you don’t necessarily have to create a complex solution immediately. You can use the software out of the box and modify it as your business needs evolve. Thanks to the Salesforce CRM’s intuitive design and overall sophistication, the learning curve isn’t steep for non-admin users after implementation. In addition to a vast library of training materials, Salesforce offers adoption guidance and coaching services for an extra cost. That may be worth it for business owners concerned about setting up the CRM and onboarding users. Use the Data Import Wizard from the Setup menu to import up to 50,000 standard objects – like contact, lead and account information – from a CSV file. Customer ServiceWhile Salesforce is a market leader in CRM technology, integrations and capabilities, they found that it falls short in the customer service department. When they reached out for information about the company’s services, the response was delayed. When they did communicate with customer support reps, they were very helpful and used real-life situations to explain the product’s features and answer questions about the program. They were very clear and offered several solutions to help further their understanding. However, compared to other providers they called, their answers could have been more detailed. Unfortunately, Salesforce has a C-minus rating with the Better Business Bureau (BBB) and isn’t an accredited BBB business. It earned 1 out of 5 stars and closed 55 complaints within the last three years. That’s disappointing and surprising for a company that’s so well regarded in the industry. On the plus side, Salesforce provides an extensive selection of self-guided resources, access to the Trailblazer community and basic technical support. Additionally, its Unlimited package comes with 24/7 assistance. For an additional fee of 30 percent of your total monthly service fees, users can access 24/7 phone support, expert coaching and a dedicated account manager. LimitationsSalesforce CRM is an excellent solution; however, they did identify some limitations: When evaluating the best CRM software, they conducted extensive comparative research of dozens of software solutions in the category. Their product review process was designed to help you find the right CRM for your business. It included customer support team communication, trials to evaluate product functionality, and an evaluation of each provider’s tutorials, webinars and support materials. They also took pricing into consideration. When looking for the best CRM for customizability specifically, they examined customization options, available integrations, reporting and analytics, and sales automation. Salesforce FAQ Is Salesforce easy to learn?Though the Salesforce system has an extensive collection of CRM features and add-ons, its intuitive design and standard CRM lingo make it easy to learn. The vendor also provides various training materials and courses on Trailhead, the company’s free online learning platform, to get you started. Can I use Salesforce for free?Salesforce doesn’t have a free plan; its pricing starts at $25 per user per month. However, the company offers a 14-day free trial so you can assess whether it’s a good fit for your business. Bottom LineWe recommend Salesforce CRM for … We don’t recommend Salesforce CRM for … Nadia Reckmann contributed to this article. |
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