Salesforce Ecosystem32% of the exam
How companies use Salesforce
Why companies put their customer data, collaboration and department apps on one cloud platform: the shared CRM, custom apps with Flow and Prompt Builder, the trusted multitenant cloud with its APIs, Salesforce's values and 1-1-1 model, and AgentExchange for ready-made solutions.
Describe how companies use Salesforce.
~8 min read · 12 practice questions ·
What the exam expects
- Explain how one shared, cloud-based CRM replaces scattered spreadsheets, inboxes and sticky notes, and why collaborating on records builds a searchable company memory.
- Recognize realistic department apps on the Agentforce 360 Platform (formerly Salesforce Platform), the tools behind them (custom objects, Flow Builder, Prompt Builder), and a good first project.
- Describe the multitenant cloud, automatic upgrades, the trust site and API-enabled data.
- Name Salesforce's five core values and the 1-1-1 model.
- Choose AgentExchange (formerly AppExchange) over building from scratch, and evaluate a listing before installing it.
Key terms:
- CRM: customer relationship management, technology to manage relationships and interactions with customers and prospects.
- Org: where all your data, configuration and customization lives; also called your instance of Salesforce.
- Multitenancy: many companies share one cloud's resources, each in its own secure space.
- API: the interface that lets software systems connect and exchange information.
- AgentExchange: the official Salesforce marketplace for apps, agents, components and consultants.
Key facts
Real-time visibility
- Detail
- Managers log in and see the latest deal data instead of asking reps
Collaboration
- Detail
- Stored and searchable, so it becomes corporate memory
Prompt Builder
- Detail
- Low-code AI prompts grounded in company and customer data
First project
- Detail
- Email-heavy, spreadsheet-based, repetitive, few departments
Multitenancy
- Detail
- Same computing power, storage and core features for every size of customer
Trust site
- Detail
- trust.salesforce.com: performance, security, planned maintenance
API
- Detail
- All data and metadata is API enabled
Release cadence
- Detail
- Innovations reach products three times a year
1-1-1 model
- Detail
- 1% of employees' time, 1% of equity, 1% of product to nonprofits
AgentExchange listings
- Detail
- Solutions and consultants; thousands free; many try-before-you-buy
Before production
- Detail
- Test in a sandbox or Developer Edition org
Sources for this section (5)
- Customer Success Platformtrailhead.salesforce.com (opens in a new tab)
- Discover Use Casestrailhead.salesforce.com (opens in a new tab)
- Understand the Salesforce Architecturetrailhead.salesforce.com (opens in a new tab)
- Salesforce Valuestrailhead.salesforce.com (opens in a new tab)
- Get Started with AgentExchangetrailhead.salesforce.com (opens in a new tab)
- Why can a sales manager stop asking reps for deal updates once the team uses Salesforce?
- When should a company test an AgentExchange solution in a sandbox or Developer Edition org?
- What can you check on trust.salesforce.com?
- Which three things does Salesforce's 1-1-1 model commit to nonprofits?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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After Platform Foundations: Platform Administrator
The standard first Salesforce certification, and the prerequisite for both Agentforce consultant exams.