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🏢 Company Context You are the Salesforce Administrator supporting British Gas UK. British Gas uses Salesforce Service Cloud to manage customer enquiries related to billing issues, technical faults, and general customer support. Customer emails currently go unmanaged, cases are not routed correctly, and managers lack visibility into team workload. Your responsibility is to design and implement a clean, working Service Cloud setup that reflects how a real support team would operate, while working within the limits of a Salesforce Developer Org. 🎯 Project Objective By completing this project, you will demonstrate your ability to • Configure Service Cloud for case management • Handle customer emails using Email to Case • Route cases automatically using Qualification and Assignment Rules • Use automation to enforce business behaviour • Build reports for support managers This project is practical, portfolio worthy, and demo focused. 👥 Team Structure and License Awareness Salesforce Developer Orgs usually provide 2 to 4 Salesforce licenses. You must work within this limit. Recommended setup • 1 Support Agent • 1 Billing Agent • 1 Support Manager • 1 Salesforce Admin If you run out of licenses • Use the Salesforce Admin user to simulate Manager actions • Log in and out of users to demonstrate behaviour • Explain assumptions clearly during your demo This is realistic and acceptable in real projects. 📊 Objects In Scope You will work only with standard Service Cloud objects • Case • Contact • Account No custom objects No advanced features like milestones or entitlement processes 🧱 Case Fields to Create Create the following custom fields on the Case object. Issue Category Picklist Values Billing Technical General Enquiry Urgency Level Picklist Values Low Medium High Resolution Notes Long Text Area These fields must be used in routing and automation. 📩 Email to Case Configuration Configure Email to Case so that • Incoming customer emails create new Cases

Team Delta Session Summary - February 4, 2026 Duration: 3 hours (181 minutes) 🎯 Key Topics Covered 1. Welcome & Foundation Setting - Five new participants joined the session - Emphasis on commitment, continuous learning, and asking questions without fear - Importance of being "shameless" when stuck and using the community support system 2. Training Community Structure - Team Delta (Beginner level) - Wednesdays & Saturdays at 8 PM - Team Gamma (Intermediate) - Fridays at 8 PM - Team Alpha (Advanced) - Tuesdays - Sunday Q&A - General problem resolution - Timeline to certification: 8-12 weeks with consistent effort 3. What is Salesforce? Salesforce is the #1 CRM platform used to: - Monitor and manage customer relationships and activities - Automate business processes - Generate reports and analytics - Maintain accountability across teams - Support multiple business functions (Sales, Service, Marketing) 4. Role of a Salesforce Administrator Key responsibilities include: - User & Security Management - Setting up users, managing permissions, controlling access - Customization & Configuration - Building custom objects, automations, and workflows - Data Management - Importing, exporting, cleaning data, preventing duplicates - Reports & Analytics - Creating dashboards and KPI reports for stakeholders - User Support & Training - Training teams on new features and solutions - System Maintenance - Deploying updates and new features - Stakeholder Collaboration - Understanding business needs and implementing solutions 5. Essential Learning Platforms Pathway360 (Coach's Platform) - Beginner-friendly custom course - Best starting point for newcomers - Auto-completion tracking - Free access Trailhead (Salesforce Official) - Official Salesforce learning platform - Points and badges system - Hands-on exercises and playgrounds - Follow the specific Admin Trail Mix provided - Hiring managers often request your profile link

🚀 Start Your Salesforce Journey Hi everyone! If you’re new to Salesforce, use the links below to get started. These resources are free and beginner-friendly. 1️⃣ Trailhead (Sign Up First) This is Salesforce’s learning platform.👉 Trailhead Sign-Up:[PASTE LINK HERE] 2️⃣ Salesforce Developer Account Gives you a free practice environment.👉 Developer Account:[PASTE LINK HERE] 3️⃣ Pathway to Salesforce Course A guided course made for beginners.👉 Pathway to Salesforce: Salesforce Fundamentals – (1/8) – Pathway To Salesforce 4️⃣ Trailhead Trail Mix A learning playlist you should complete.👉 Trail Mix:[PASTE LINK HERE]

Data Security Meeting Summary Overview This meeting covered Salesforce Data Security, focusing on the five layers of security and their practical implementation in a Salesforce organization. Key Topics Covered 1. Five Layers of Salesforce Security - Object-Level Security — Controls which objects users can access and what actions (create, read, edit, delete) they can perform - Field-Level Security — Restricts view/edit access to specific fields within objects - Record-Level Security — Controls access to individual records - Organization-Level Security — Governs login hours, IP ranges, and password policies across the org - Org-Wide Default (OWD) — Sets baseline record-level access (private, public read-only, public read/write) 2. Object-Level Security Implementation - Configured through user Profiles - Controls permissions for create, read, edit, and delete operations on objects - When permissions are restricted, users cannot perform those actions - Permission Sets are used to grant additional privileges without modifying the base profile 3. Field-Level Security - Controls visibility and editability of specific fields - Two permissions: Read (view) and Edit - If read access is unchecked, the field is completely hidden and cannot be edited - Implemented at the profile level 4. Organization-Level Security - Login Hours — Restricts access to specific times (e.g., 9 AM - 4 PM) - IP Login Ranges — Limits access to specific company locations/networks - Password Policy — Enforces password expiration, complexity, length, and history requirements - Login Lockout — Limits failed login attempts and lockout duration 5. Org-Wide Default (OWD) & Record-Level Access - Private — Users only see their own records - Public Read-Only — Users can view all records but cannot edit - Public Read/Write — Users can view and edit all records - OWD is the baseline; other mechanisms (role hierarchy, sharing rules, manual sharing) can grant additional access