Salesforce Administrator Virtual Internship

An internship report submitted to

Jawaharlal Nehru Technological University Anantapur

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

BACHELOR OF TECHNOLOGY
IN
COMPUTER SCIENCE AND ENGINEERING

Submitted by
ADLURU NEHA SAI
21121A0501
IV B. Tech I Semester
Under the esteemed supervision of

Mr. N. Balakrishna
Assistant 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
2024 - 2025.
 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 Adminstrator Virtual

Internship” is the bonafide work done by ADLURU NEHA SAI (Roll No:21121A0501) 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 2024-2025.

Head of the Dept:

Dr. B. Narendra Kumar Rao

Professor & Head
Dept. of CSE

INTERNAL EXAMINER EXTERNAL EXAMINER

COMPLETION CERTIFICATE FROM COMPANY
 ABSTRACT

A Salesforce Administrator, or Salesforce Admin, is essential in optimizing the Salesforce

Platform to meet an organization's specific needs. Working closely with stakeholders, they
customize processes, automate workflows, create reports, and manage user training, all while
ensuring the platform remains up-to-date. Salesforce Admins play a key role in enhancing
operational efficiency by streamlining tasks, improving data management, and supporting user
adoption of new features.

Salesforce, a leader in cloud-based software, offers solutions that enable businesses to connect
with prospects, close sales, and deliver superior customer service. Through platforms like the
Commerce Cloud, Salesforce provides companies with an all-in-one infrastructure for creating
and managing e-commerce stores.

The Salesforce Administrator Certification offers a path to mastering essential Salesforce

features, empowering admins to implement, configure, and manage Sales and Service Clouds
effectively. Key competencies for a Salesforce Admin include automation, user management,
data security, reporting, change management, and troubleshooting. These skills make
Salesforce Admins invaluable to organizations by driving efficiency, ensuring data integrity,
and promoting best practices across the platform.

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 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 Smart Internz,

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.

ADLURU NEHA SAI

21121A0501

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 CONTENTS

Abstract i
Acknowledgement ii
Contents iii
List of Figures iv
CHAPTER 1 MODULE 1 1-7
1.1. INTRODUCTION TO SALESFORCE 1
1.2. HISTORY OF SALESFORCE 2
1.3. ADVANTAGES OF SALESFORCE 3
1.4. DISADVANTAGES OF SALESFORCE 4
1.5. IMPORTANCE OF SALESFORCE IN CLOUD
BASED SOFTWARE 5

MODULE 2 7-18
2.1 MODULES IN SALESFORCE ADMINISTRATOR 7
2.2 DETAILED EXPLANATION OF MODULES 8

MODULE 3 19-23

3.1 INTRODUCTION TO SUPERBADGE 20

3.2 STAGES OF SUPERBADGES 21

CHAPTER 2 SUMMARY OF EXPERIENCE 24

CHAPTER 3 REFLECTION ON LEARNING 25

CONCLUSION 26
REFERENCES 27

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 LIST OF FIGURES

Fig. No. Description Page No.

1.1 Salesforce followed by Cloud Computing approaches. 1
1.2 Various advantages of salesforce 4
2.1 Salesforce CRM overview 7
2.2 Features of sales cloud 11
2.3 Salesforce service cloud 13
2.4 Salesforce automation process 15
2.5 Approval process in process automation 18
3.1 Business administration specialist 19
3.2 Lightning Experience Reports and Dashboards Specialist 21
3.3 Security Specialist superbadge process 22

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 CHAPTER - 1

MODULE 1
1.1 INTRODUCTION TO SALESFORCE:
Salesforce is the world’s number one CRM (Customer Relationship Management)
where it unites Marketing, Sales, Commerce, IT etc. teams to their customers to
deliver a better service. Salesforce is a SaaS or Software as a Service, which means
there is no need to install the software or server to work on. Users can simply sign-
up in Salesforce.com and can start running the business instantly.

o It was founded by Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank
Dominguez in 1999.
o Salesforce was started as a CRM software, but today it provides various products
and software solutions to users and developers.
o Since Salesforce is cloud-based software, hence it does not require any IT
professional to set up anything.
o It provides one of the best ways to connect with customers, business partners,
and clients over the single integrated environment. It allows the businesses to
identify the customer's requirements, address the problems easily, and provide
the same solution in the minimum time frame.

Fig.1.1 Shows Salesforce followed by Cloud Computing approaches.

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CRM (Customer Relationship Management):
CRM stands for Customer Relationship Management, a software to manage the
entire customer and company's interactions. It contains and manages all the customer-
related information such as Customer Name, Address, Phone Number, Email address,
and other business-related information. The software keeps all the interactions done
with customers, complaints registered by the customer, resolutions provided by the
executive, and other customer activities with the particular business or product. It also
allows us to track and manage the sales, marketing, and prospects given to customers.

Cloud-Computing:
Cloud computing is a technology to store, manage, process, and access the internet
instead of a local server or computer hard drives. With the help of cloud computing, an
organization can save lots of cost to local storage of data, maintenance of data, etc. The
information over the Cloud can be accessed much efficiently and from anywhere, with
the help of the internet. Using cloud computing instead of traditional storage helps users
with lots of benefits such as speed, cost-effectiveness, security, global access, etc.

1.2 HISTORY OF SALESFORCE

Below are some milestones that occurred in the evolution of the Salesforce over the
years from its beginning:
o The salesforce development was started in 1999 by Marc Benioff, Parker Harris,
Frank Dominguez, and Dave Moellenhoff, developers with the same vision of
Salesforce's CRM.
o In 2001, the salesforce company announced its worldwide expansion, and it
surpassed 3000 customers in the same year and became the fastest-growing
CRM company.
o In the year 2003, the first Dream Force event was held in San Francisco. In this
event, the first on-demand application service Force2.0 has launched.
o In the year 2005, Salesforce introduced its AppExchange Service. The service
was designed to offer a platform to third-party developers to develop their
applications and provide those apps to salesforce customers.
o In the year 2008, Force.com- "a salesforce development platform that allows
developers to build applications," has released.

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 o In the year 2011, the company launched Chatter-a social collaboration service
for the enterprise.
o In the year 2013, it launched the Salesforce1 platform to enable the customers
to run their businesses from the phone.
o In the year 2014, the company launched the Trailhead, a platform to empower
anyone to learn new skills.
o In the year 2015, Salesforce became one of the Fortune 500 companies.
o In the year 2019, the company acquired Tableau, and hence world's number 1
CRM and number 1 analytics platform came together.

1.3 ADVANTAGES OF SALESFORCE

Salesforce is considered remarkable based on mainly these features:
Quick:
Conventional CRM programming can take months or even years in case of
complex requirements to set up and make it ready to use, but with Salesforce, it’s ready
to go or easy to set up an environment which makes it quick.
Simple:
Salesforce has the upper hand over traditional CRM’s. When it comes to
complexities, it is simple to understand and very easy to implement. It gives the point
and clicks features, i.e., without the coding skills, one can attain their requirements just
by clicking. This reduces the complexities and increases business productivity.
Robust:
Because of its simple accessibility and quick build, it emerges as a compelling
technology to build CRM and facilitate clients with their requirements in a short period
as compared to conventional ones.
Cloud Technology:
Since Salesforce is built on cloud computing technology, it gives its multiple
users access to Salesforce without even meeting. Everything is maintained on the cloud
without the need to sync up with any installed software.
No Installation:
Salesforce has everything built on cloud computing. Hence, it requires no
software installed; seamlessly, it maintains the business not on any software that may
risk losing data but on the cloud, which is highly secure and avoids the risk of any harm
to the data or business information. Salesforce is reasonable, mainly if you think about
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its vast assortment of capacities. Indeed, even new companies and independent ventures
can utilize Salesforce.

Fig. 1.2 Shows various advantages of salesforce

1.4 DISADVANTAGES OF SALESFORCE

Complexity:
For small businesses, Salesforce’s greatest strength is also its weakness. Since it
is such a robust solution, it is a good choice for many growing small businesses.
However, the tool may be overwhelming for those with microbusinesses that do not
really need such a complex software solution. This is especially the case for small
companies that may not have a dedicated sales staff or already possess their special lead-
generation and sales solutions that perfectly work for them.

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Pricing:
For some small businesses, pricing may also be an issue. Although the helpdesk
solution offers affordable prices even for small businesses, the problem may happen
when it comes customizing the software and if you prefer using third-party solutions.
In addition, if you or your agents lack the basic skills to customize or implement
the helpdesk solution, there are add-on costs for your business so you can hire
developers who will tinker the system for you. Small business owners claim information
technology costs can reach up to hundreds of dollars, even tens of thousands of dollars,
from those who are skilled enough to help them with the helpdesk software program.
Uncontrolled administration:
Users also complain that Salesforce can turn your work environment into a
nightmare because its administration features can be uncontrolled.
Problematic technical support:
Businesses also complain that the helpdesk solution offers problematic technical
support, especially the tool’s sales reps change from time to time easily.
Tricky reporting:
When you use Salesforce, sometimes reporting even just basic information can
be very tricky. Generating reports, compared with the rest of the helpdesk solution’s
features, is not as user friendly.

1.5 IMPORTANCE OF SALESFORCE IN CLOUD BASED SOFTWARE

If you are new in the field of CRM or you have a bad previous experience with
a different CRM, Salesforce CRM could be the key to your success. Following are some
of the reasons why Salesforce is important to every business or organization.
Great Reputation:
Salesforce CRM has achieved the name of the most recognizable CRM in the
world. It has earned a reputation as the leader in cloud computing and social enterprise.
Today the word ‘CRM’ is even the symbol of Salesforce. Salesforce has received
numerous awards for its product and services and has earned the name of #1 CRM
provider by international Data Corporation for the last five years. Salesforce provides
CRM software to some of the largest and most reputed companies in the world.
Salesforce is not only suitable for enterprise-level business but also highly customizable
to meet the requirements of small businesses and mid-market enterprises.

5
High-Quality Products Offerings:
Salesforce has been offering robust solutions for the last 20 years in the market.
Salesforce CRM is secure, highly customizable, scalable, easy to use, and comes with a
proven track record. Salesforce is built on a multitenant architecture that provides the
same infrastructure and platform to every customer irrespective of their purchased
edition. Salesforce also offers so many special features to address unique challenges
faced by the companies. These qualities have made salesforce the number one CRM in
the world and a choice for over 150,000 users.
Powerful Ecosystem
In addition to a customized, powerful solution, Salesforce also has an extensive
ecosystem of customers, developers, and partners. The Salesforce success community
enables customers to connect with each other, share thoughts, ask questions, and provide
feedback to the company. AppExchange is an application marketplace by Salesforce,
which is a place for Salesforce Developers and registered partners to make apps
available to the public, as well as a destination for purchase and download apps.
Data Security:
Survey shows that cloud is more secure than on-premises legacy systems. Any
business stores a lot of confidential data in the cloud, so there might be a concern about
its security. Salesforce has an army of engineers and data security professionals to
ensure that the cloud is secured and the data are never at risk.
Unique Pricing Model:
Salesforce introduced a per-user fee, billed annually. Since then, many cloud-
based business applications have followed Salesforce clearly proving that Salesforce is
a leader in this field. There are presently four editions of Salesforce available. The price
for each edition includes upgrades, three per year. So companies do not need to pay
extra for any upgrades.
Constant Innovation:
Salesforce is the earliest cloud-based CRM solution on the market. Salesforce
always comes first in the field of innovation. Salesforce experts are continuously
looking for new and inventive ways to improve products and services. It also includes
forming strategic partnerships, making acquisitions, and being committed to product
innovation such as Salesforce Einstein, Big data, data analytics, and bot technology.

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 MODULE 2

2.1 MODULES IN SALESFORCE ADMINISTRATOR

Salesforce Administator internship will be followed in the below mentioned ways which
carried out with modules initially which plays a very important role.
➢ Module 1 - Salesforce Fundamentals
➢ Module 2 - Organizational Setup
➢ Module 3 - Relationships
➢ Module 4 - Sales Cloud
➢ Module 5 - Service Cloud
➢ Module 6 - Process Automation
Fig. 2.1 Shows Salesforce CRM overview

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2.2 DETAILED EXPLANATION OF MODULES
These modules are explained in detailed as below:
Module 1: Salesforce Fundamentals:
Salesforce Fundamentals is aimed at people who are new to the Salesforce
ecosystem but are looking to get a head start on their career journey. The learning
journey is designed for everyone, so whether you are a student, graduate or switching
careers, salesforce fundamentals can help.
After completing this, the followings things will be able achieved:
o Identify the boundaries of declarative customization and the use cases for
programmatic customization.
o Identify common scenarios for extending org functionality using AppExchange.
o Apply features and capabilities to restrict and extend object, record, and field
access.
o Determine the appropriate sharing solution that meets business requirements.
o Identify the features and capabilities available when creating reports, report
types, and dashboards.
o Determine the appropriate global, object-specific actions, and layouts to
optimize the Salesforce mobile user experience that meets requirements.
o Describe the customizations and multiple use cases available for Chatter.

Module 2: Organizational Setup:

Dream House is a realty company that provides a way for customers to shop for
homes and contact real estate agents online. Dream House brokers use some of
Salesforce’s standard functionality, like contacts and leads, to track home buyers. But
when it comes to selling houses, there are a lot more things they want to track.
For example, Salesforce doesn’t include a standard way to track properties. How
is DreamHouse supposed to know which homes they have for sale or how much each
home costs? Luckily, the Salesforce admin, D’Angelo, knows that the Salesforce
platform offers a solution.
Let’s start with the data model. A data model is more or less what it sounds like.
It’s a way to model what database tables look like in a way that makes sense to humans.
If you’re not familiar with databases, think about storing data in a spreadsheet.
For example, D’Angelo can use a spreadsheet to track all DreamHouse’s properties.

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Columns can store the address, cost, and other important attributes. Rows can store this
information for each property that DreamHouse is selling. Database tables are set up in
a similar way.
In Salesforce, we think about database tables as objects, we think about columns
as fields, and rows as records. So instead of an account spreadsheet or table, we have an
Account object with fields and a bunch of identically structured records.
Salesforce supports several different types of objects. There are standard objects, custom
objects, external objects, platform events, and BigObjects. In this module, we focus on
the two most common types of objects: standard and custom.
Standard objects are objects that are included with Salesforce. Common business
objects like Account, Contact, Lead, and Opportunity are all standard objects.
Custom objects are objects that you create to store information that’s specific to your
company or industry. For DreamHouse, D’Angelo wants to build a custom Property
object that stores information about the homes his company is selling.
Objects are containers for your information, but they also give you special
functionality. For example, when you create a custom object, the platform automatically
builds things like the page layout for the user interface.

Module 3: Relationships:
Now that we’re comfortable with objects and fields, it’s time to take things to
the next level with object relationships. Object relationships are a special field type that
connects two objects together.
Let’s think about a standard object like account. If a sales rep opens an account,
they’ve probably been talking to a few people at that account’s company. They’ve
probably made contacts like executives or IT managers and stored those contacts’
information in Salesforce.
It makes sense, then, that there should be a relationship between the Account
object and the Contact object. And there is! When you look at an account record in
Salesforce, you can see that there’s a section for contacts on the related tab. You can
also see that there’s a button that lets you quickly add a contact to an account.

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Lookup Relationships:
In our Account to Contact example above, the relationship between the two
objects is a lookup relationship. A lookup relationship essentially links two objects
together so that you can “look up” one object from the related items on another object.
Lookup relationships can be one-to-one or one-to-many. The account to contact
relationship is one-to-many because a single account can have many related contacts.
For our Dream House scenario, you could create a one-to-one relationship between the
Property object and a Home Seller object.
Master-Detail Relationships:
While lookup relationships are fairly casual, master-detail relationships are a bit
tighter. In this type of relationship, one object is the master and another is the detail. The
master object controls certain behaviours of the detail object, like who can view the
detail’s data.
For example, let’s say the owner of a property wanted to take their home off the
market. DreamHouse wouldn’t want to keep any offers made on that property. With a
master-detail relationship between Property and Offer, you can delete the property and
all its associated offers from your system.

Module 4 : Sales Cloud:

Salesforce Sales Cloud is a customer relationship management (CRM) platform
designed to support sales, marketing and customer support in both business-to-business
(B2B) and business-to-customer (B2C) contexts.
Sales Cloud is a fully customizable product that brings all the customer
information together in an integrated platform that incorporates marketing, lead
generation, sales, customer service and business analytics and provides access to
thousands of applications through the AppExchange. The platform is provided as
Software as a Service (SaaS) for browser-based access; a mobile app is also available.
A real-time social feed for collaboration allows users to share information or ask
questions of the user community.
Salesforce.com offers five versions of Sales Cloud on a per-user, per month
basis, from lowest to highest: Group, Professional, Enterprise, Unlimited and
Performance. The company offers three levels of support contracts: Standard Success
Plan, Premier Success Plan and Premier+ Success Plan.

10
 Fig. 2.2 Shows the features of sales cloud
Great businesses are built on great customer relationships. Building those
relationships takes time and care, and it also requires information. You need to know
who your customers are, where to find them, how to contact them, and how you can
make them happy. In Salesforce, you store information about your customers using
accounts and contacts. Accounts are companies that you're doing business with, and
contacts are the people who work for them.
Accounts and contacts are related to many other standard objects, which makes
them some of the most important objects in Salesforce. Understanding how to use
accounts and contacts is key to getting the most out of Salesforce.
If you’re doing business with a single person, like a solo contractor or an individual
consumer, you use a special account type called a person account. Person accounts are

11
similar to business accounts, but because they’re meant to record information about an
individual person, person accounts don’t have their own contacts.
For the purposes of this module, we’ll assume you’re selling to businesses only,
and your accounts are all business accounts. But almost everything you learn here can
be applied to both types of accounts.
Use Business Accounts to Track Companies:
Imagine you’re a sales rep for Cloud Kicks, a company that specializes in high-
end custom sneakers. You’re on your way to a meeting with a customer, Get Cloudy
Consulting. You think the Get Cloudy team will love the latest Cloud Kicks sneakers
design. You want to brush up on their needs and buying history, and you want to wow
them by knowing who’s who at Get Cloudy. You can find the information you need in
Salesforce. In Salesforce, the companies that you’ve sold to are business accounts.
Three Key Account and Contact Relationships:
You’re preparing to meet with Alan and Leung from Get Cloudy Consulting.
You’ve done your research in reviewing their company’s history with Cloud Kicks.
Now make sure that you understand how the people, their company, and your team fit
together. Understanding the relationships between contacts, accounts, and your sales
team helps you close deals more effectively and efficiently.
There are three types of relationships between people and the accounts that you’re
tracking. Each type of relationship offers a different view into your business.
1. Relationships between companies (accounts) and the people who work at them
(contacts). Relationships between your customers (accounts) and other customers
(other accounts).
2. By relating a contact to more than one account (called Contacts to Multiple
Accounts), you can track relationships between people and the companies they work
with. Knowing whether a contact has an indirect relationship with Get Cloudy can
help move the deal forward.
3. Relationships between customers (accounts) and coworkers who deal with them
(other Salesforce users). Finally, account teams show which sales reps are working
on the Get Cloudy deal. Using account teams can help you coordinate better with
your sales reps.

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Module 5: Service Cloud:
Salesforce being a CRM is used to connect people and information. In this blog,
I am going to explain one of the core service – Salesforce Service Cloud and how it
revolutionized customer support by making interactions easier between an organization
and its customers. In my previous blog, you learned how to create a custom Salesforce
Application. Moving forward, I will help you understand how Salesforce Service Cloud
can add value to your business. First, I will explain the need for Salesforce Service
Cloud, what it is and what all services it provides to engage your customers. In the end,
I will explain one use case on how Coca-Cola has been extremely successful in
enhancing their customer’s experience using Service Cloud. So, let’s get started with
why your organization should choose Salesforce Service Cloud.
Fig. 2.3 Shows the Salesforce service cloud

Why Salesforce Service Cloud?

If your company deeply cares about the customer service, then Salesforce
Service Cloud is what you should go for. Irrespective of whether you are in B2C or B2B
domain, you will have several customers raising tickets and queries on a regular basis.
These tickets will be received by your service agents. Salesforce Service Cloud helps
you in tracking and solving these tickets efficiently.
This is not the only way how you can transform customer experience. Let’s dig
deeper and see how Salesforce Service Cloud is creating an impression.

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Maximize Agent Productivity – Using Service Cloud, agents can work from anywhere.
With the easy management options available (such as web-based application, mobile
device, knowledge base), the agent productivity is enhanced leading to reduction of
overhead costs of agents.
Transforms Customer experience – Customer relations are drastically enhanced
connecting one to one with every customer via live agents. You can increase your
customer loyalty, satisfaction and customer retention, leading to repeat business from
existing customers, increase in LTV (Lifetime value) of your customers, positive word
of mouth for your brand.
Security – Your data is completely safe and secure with the Service Cloud
platform. It follows a multi-layered approach to protect the information which is vital
to your business.
Leverage Social Media Platforms – You can also interact with your customers
on social media such as Facebook or Twitter in real-time.
Case Tracking – Tracking helps you in faster case resolution. This leads to better
management of a person’s day to day activities and manual errors are drastically
reduced.
In the Lightning platform, clicking tabs is how you navigate around an app.
Every tab serves as the starting point for viewing, editing, and entering information for
a particular object. When you build custom objects for an app, you can create custom
tabs that look and behave just like the ones for standard objects. And any customizations
you make appear perfectly seamless to users.
For this project, you continue customizing AW Computing’s Recruiting app,
which the HR team uses as they work to place applicants into open positions in the
company. Ling Wu, the vice president of Human Resources, would like her recruiters
to have an efficient user interface that helps them match the right candidate with the
right job more quickly.
Quick actions share qualities with custom buttons and links, with a key
difference: simplicity. They create a more streamlined experience between mobile and
desktop. And action creation can be completely declarative.
Object-specific actions can update existing records and create ones that are
automatically associated with related information. In the Recruiting app, set up an
object-specific quick action to create a job application from a candidate record.

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Module 6: Process Automation:
Automation tools are one of the declarative tools in Salesforce that make it more
powerful by automating the number of administrative tasks that sales representatives
and their managers have to perform manually. Salesforce provides multiple automation
tools to automate your organization’s repetitive business processes: Workflow, Process
Builder, Flow Builder, Approvals. Each tool comes with its own unique features. The
best automation tool for your needs depends on the type of business process that you’re
automating.

Workflow:
Workflows are used to automate basic processes which can be summarized with
a single if/then statement which means that if certain conditions are met, then the

Fig. 2.4 Shows salesforce automation process

corresponding actions will be executed otherwise it will not be executed. These actions
can be either Immediate Action that happens immediately or Time-Dependent Action
that will execute at a specific time. In the case of Time-Dependent Action, criteria are
evaluated again at the specified time before performing an action and if the criteria are
found to be false, the Time-Dependent Action will not execute otherwise it will execute.
The actions that can be performed through workflow are:
o Field Update
o Email Alert
o Send outbound message

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 o Create Task
Process Builder:
Process Builder is the latest Salesforce automation tool that helps you to
automate almost all of your business processes in the background, you don’t have any
interaction with the process you just see the results when they are finished. It includes
all the functionality of workflows except sending outbound messages without Apex
code. It can handle multiple if/then statements and can perform different-different
actions based on the conditional statements in a single process that would take multiple
Workflows. It can be triggered when a record is created or updated, by another process
or when a platform event occurs. It can be used to create new records, new tasks, send
email alerts, post messages to chatter, submit records for approval, update any related
records and call Apex code. Process Builder cannot be used to: send outbound messages
without Apex code delete records.

Approval:
Approval Process in Salesforce automates the necessary steps required for a
record to be approved and specifies the approver to approve it at each step. It specifies
what activities will happen when submitting a record for endorsement, when an
approver or all approvers approve the record, and furthermore when an approver rejects
a record. The activities allowed through the Approval Process are Field Update, Email
Alert, Create Task, and Outbound Message. Whenever a user request approval, Initial
Submission Actions occur in which the record is locked so that other user can’t change
the record while approval is pending. If the request is rejected by the approver, the Final
Rejection Actions are executed, and approval status is set as Rejected. An approval
process automates how Salesforce records are approved in your org. In an approval
process, you specify:
The steps necessary for a record to be approved and who approves it at each step.
For example, when an employee creates a time-off request, have Salesforce
automatically send an approval request to the employee’s manager. The actions to take
based on what happens during the approval process. For example, if a time-off request
is approved, update fields on the employee’s record. But if the request is rejected, send
a notification to the employee.

16
 Let’s look at an example approval process to see how a record moves through
various steps of the process. In this example, a user submits a request for a new position
in a company.
When a user first requests approval for a new position, initial submission actions
occur. The default initial submission action locks the record. This action ensures that
other users (except for approvers and admins) can’t change the record while it's pending
approval. Other possible submission actions include sending an email alert, updating a
field on a record, creating a task, and sending an outbound message.
Approval steps assign approval requests to various users and define the chain of
approval for a particular approval process. In this example, the first step assigns the
approval request to the submitter's direct manager. If the direct manager rejects the
request, the final rejection actions are executed, setting the position’s approval status to
Rejected.
If the direct manager approves the request, the record moves to the next step—
approval from the CEO. If the CEO rejects the position, the same final rejection actions
occur. If the CEO approves the position, final approval actions are executed. They set
the approval status to Approved, unlock the record for future updates, and notify the
employee who requested the new position. Final approval actions occur only when a
record is approved and there are no further approval steps.

17
Fig. 2.5 Shows approval process in process automation

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 MODULE 3

3.1 INTRODUCTION TO SUPERBADGE:

Superbadge:
Superbadges let you take the skills you’ve learned and apply them to complex,
real-world business problems. And with Super Set credentials, showcase your expertise
in a specific domain and take the next step towards landing a top job. Unlock a
superbadge by completing the requisite badges.

3.2 STAGES OF SUPERBADGES:

The following are the superbages which are undergone in the salesforce administrator
and as follows
1. Business Administration Specialist:

Fig. 3.1 Shows business administration specialist

Data Security:
Salesforce Data security deals with the security or sharing settings of data and
visibility between users or groups of users across the organization. Force.com platform
provides a flexible, layered sharing model that makes it easy to assign different data sets
to different sets of users.
Salesforce Customization:
This question is best answered by comparing Salesforce configuration and
customization. Very roughly speaking, Salesforce configuration means opening the
platform’s “settings tab” and clicking different buttons to add or change fields, objects,
tabs, set up automation workflows, creating apps using a no-code interface, and so on.

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Salesforce customization fulfils the same goal of adapting the platform in a specific way
to suit your business processes but it entails much more serious actions that involve
programming skills and code-level changes.
Business administration specialists provide communication, business, human
resource management and accounting support to an organization. Not only do business
administration specialists perform tasks and responsibilities associated with secretaries,
but they can also manage events and administrative projects.
The Certified Salesforce Business Specialist certification is intended for those
people who need to approve their aptitude and skills to comprehend what is conceivable
with the Salesforce stage, its applications, and their business values along with its
advantages and risks.
Common responsibilities include:
• Answering phones, transferring calls and taking messages
• Scheduling appointments and maintaining up-to-date calendars
• Arranging staff meetings
• Handling faxes
• Preparing memos, invoices, and other reports
• Editing documents in Microsoft Office Suite and/or similar processing systems
• Maintaining digital databases and paper files
• Performing bookkeeping and basic business math
• Greeting visitors and answering guests' questions
• Managing subordinate administrative staff
• Coordinating space and office organization
• Purchasing office supplies, furniture and equipment
• Coordinating office operations, events, charities or outings

2. Lightning Experience Reports and Dashboards Specialist

Report:
A report is a list of records (like accounts or contacts) which must meet the criteria you
defined in that. Various things you can do on report is filter, Group and math on records.
There are benefits of using Report because it is stored in a folder. Report folders
determine who can access the report because they can be shared in public, hidden or

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shared. You have the power to give access to organizations or it can be private at
individual levels.

Fig. 3.2 Shows Lightning Experience Reports and Dashboards Specialist

Dashboard:
A dashboard is a displaying records in virtual form. There is a relation between
a dashboard component and report in the form of ration i.e.1:1. It means for each
dashboard component there has to be a single report. Similar to reports, we have
dashboards stored in folders, which determines who can access the dashboard. There
are Dynamic dashboards which are useful for users who are always logged in.
Report Type:
We need something which determines which fields and records are available for
use when making reports and i.e. Report Type. It is generally based on the relationship
between main object and object related to it. Report Builder: When you want to make a
report in Salesforce, the criteria you enter is basically a question, you want to ask and if
you want to ask the question you do not have to know how to speak the question in
database language. This is a good point in Salesforce where you just have to ask a
question through a point and click.

3. Security Specialist:
What You'll Be Doing to Earn This Super badge
1. Set object-level security settings to control which users can access which objects
2. Set record-level security settings to control which users can create and edit
specific records
3. Set appropriate password policies to comply with security best practices
4. Track field-level changes to meet data retention requirements
5. Set report, dashboard, and public list view security settings to grant appropriate
privileges to users

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 6. Set up multi-factor authentication to enhance user login security
7. Describe capabilities to track changes to Salesforce settings
Fig. 3.3 Shows Security Specialist superbadge process
Identity Basics:

Salesforce Identity lets you give the right people the right access to the right
resources at the right time. You control who can access your orgs and who can use apps
running on the Salesforce Platform, on-premises, in other clouds, and on mobile devices.
You can probably see how controlling access helps you improve your org’s
security. But did you know that you can increase security while also making it easier for
your users to get to the apps and services they need to do their jobs? Well, you totally
can!
When users can sign in once to access all the apps that they need, everyone benefits.
o Users don’t have to remember lots of usernames and passwords.
o Admins spend less time dealing with user login woes.
o Developers build web and mobile applications that work seamlessly with
existing business processes.
o CIOs strengthen security and trust while harnessing their authentication
investment.
o Customers collaborate and get their questions answered without hassle.
o Partners integrate their solutions with your Salesforce org, making it a big win
for everyone.
With Salesforce Identity, you log in once to access many connected apps. A security
specialist can be defined as anyone that specializes in the security of people, assets,
networks, telecommunications systems, and IT systems. You might be a personal
bodyguard, security guard, or computer security analyst.
To properly give security demonstrate that fulfils all the unique and real-life
business issues, Salesforce gives an exhaustive and flexible information security model

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to verify data at very surprising dimensions. Salesforce also gives sharing tools to open
up and enable secure access to information supported business needs.

Multi-Factor Authentication:
Sounds like a mathematical equation, right? Whether math thrills you or fills
you with dread, just know that MFA has nothing to do with high school algebra. It has
everything to do with making sure that your users are who they say they are.
By the way, you may be more familiar with the terms two-factor authentication or 2FA.
Not to worry! While 2FA is a subset of MFA, we’re effectively talking about the same
thing.
So, what exactly are the multiple factors? They’re different types of evidence that
users provide when logging in to confirm their identity.
o One factor is something users know. For Salesforce logins, that's a username and
password combination.
o Other factors are verification methods that a user has in their possession, such as
a mobile device with an authenticator app installed or a physical security key.

Importance of salesforce security for your day-to-day

We’ve already seen the seamless benefits offered by the business platform as it
is one of the greatest configurations and software for managing customer relationships.
The salesforce Security features help guide several basic procedures in protecting user
information. One can go through multiple aspects with the support of the Salesforce
Security guide to get in touch with the procedures that strengthen safe for security.
All the business Industries have initiated certain processes for the management
of the Salesforce security characteristics within the framework of managing the
operations. People have started taking advantage of the Salesforce Security guide to
increasing security awareness which is one of the critical components to be managed
across all organizations.

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 CHAPTER 2
SUMMARY OF EXPERIENCE

A common day for me as a Salesforce Administrator would likely be completing

milestones and overcoming challenges within the Trailhead platform. It's learning
through video sessions with the trainers and creating or deploying applications through
step-by-step tutorials. I quite frequently reach out to trainers via Slack if I need extra
assistance or have some questions. As everything is done virtually, I would not see
anything difficult in accessing lessons, sessions, and practice labs on Trailhead. Every
module has a lab following the video session which will allow me to implement right
away within a real-time virtual environment.

The Trailhead modules offer a very straightforward, step-by-step method of

understanding Salesforce administration. Every activity and milestone awards badges
and points. Thus, I get to show off my accomplishments and share them with recruiters
to prove my skills in the areas completed in the modules.

I have gained both theoretical and practical knowledge in Salesforce management in

the process. I must thank SmartInternz for making this virtual experience of learning
absolutely hassle-free. Accompanied by personal mentors, who gave support and
comments on every course that I completed, this paved the way to an effective
working experience through the internship.

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 CHAPTER 3
REFLECTION ON LEARNING

The Salesforce Trailhead appears to be a very good beginning for anybody interested
in learning about the Salesforce platform, and one's CS background is either there or
not. The courses are well-curated, accessible, and suitable for any kind of learner at
any level. It was after exploring the Salesforce platform and starting an internship
journey that I felt confident in pursuing the Salesforce Administrator path through the
SmartInternz Virtual Internship. I not only learned much but also feel ready to start a
career in Salesforce administration.

I was gaining new knowledge in Salesforce services, new tasks, and courses every
day. For each completed assignment, I gathered points and virtual badges, which
encouraged me to keep going. I kept being engaged and enthusiastic about moving
through each module while completing them. The completion of each module
challenged me to study further ones so that I could further explore different interesting
aspects of Salesforce.

To be a Salesforce Administrator allowed me to connect what I learned with real-life

applications, like managing data, setting up dashboards, and configuring user
permissions. It was really fulfilling to see how my skills could directly apply to real-
life work scenarios, actually make a difference. This actually helped me be on the
ground in handling real-life responsibilities in Salesforce administration with useful
knowledge gained.

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 CONCLUSION

The following are the conclusions of salesforce administrator during the internship and
as mentioned as below:
❖ 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.
❖ After completing module 1 will be able to describe the perks of using objects on
the Salesforce platform, explain the difference between standard objects and
custom objects, list the types of custom fields an object can have.
❖ After completing module 2 it gives the information found in the company
settings (for example, fiscal year, business hours, currency management, default
settings).
❖ Module 3 gives the data structure with custom and standard objects, fields, and
create object relationships and work with schema builder.
❖ Module 4 describes what business accounts and contacts are, and explain how
they’re related also describes what a person account is and to add a new business
account and associated contacts.
❖ In module 5 it describes what service cloud, key benefits of the lightning service
console and how to create and update a customer case.
❖ Creating a new process that updates contact records whenever the account billing
address changes will be discussed in module 6.
❖ Super badges will help us identify a candidate who have put their salesforce
skills to the test in meaningful ways and has completed all three badges.

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