You have just joined a growing UK based company as a Salesforce Admin. The company wants Salesforce to help with • Keeping customer information in one place • Helping sales reps stay organised • Giving managers visibility into activities • Supporting better follow ups with customers Leadership says We want Salesforce to support the business properly, but we also want to understand what it can realistically do and what your role will be as an Admin. As the Salesforce Admin, what is the most accurate explanation?

🏢 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

You have joined a UK based professional services company that uses Salesforce for sales, marketing, and reporting. Here is the situation. • Sales reports are inflated because the same customer exists multiple times • Marketing campaigns are sending emails to duplicate Contacts • Users are creating records quickly and cannot be slowed down • Leadership wants cleaner reports without disrupting daily work The business specifically says We want duplicates identified and managed intelligently We want reporting accuracy restored We do not want users blocked unnecessarily We want something scalable, not manual cleanup every week As the Salesforce Admin, what is the best overall approach? 💬 Vote and explain your thinking. Only one option truly balances data integrity, reporting accuracy, and user experience 👀 Kind regards Godwin, Mentor and Coach

🏢 Business Context You are the Salesforce Administrator supporting Tesco UK. Salesforce Sales Cloud is used to manage Accounts and Opportunities for large business customers and strategic suppliers. Multiple teams access Salesforce, and sensitive revenue data must be protected while still allowing sales teams to work efficiently. Your task is to design and implement proper user management and data security, exactly how it would be done in a real organisation. This project focuses strictly on • Users • Profiles • Roles • Record visibility • Field level security 🎯 Project Objective By completing this project, you will demonstrate that you can • Control what users can do • Control what records users can see • Protect sensitive financial data • Test and validate security behaviour This is a portfolio grade project and will be reviewed and demoed. 👥 Teams Using Salesforce Sales Team Finance Team Management 👤 Users In Scope Use the limited Salesforce licenses available in your Developer Org. Your implementation must support the following roles • Sales Executive • Sales Manager • Finance User • Salesforce Administrator 📊 Objects In Scope You will work only with standard Sales Cloud objects • Account • Opportunity No custom objects. No record types. 🧱 Fields You Must Create on Opportunity Create the following custom fields on the Opportunity object. Finance Sensitive Fields These fields must be visible only to Finance Users and the Salesforce Admin. • Forecasted Margin Percentage, Number • Approved Discount Amount, Currency • Finance Internal Notes, Long Text Area Sales Only Fields These fields must be visible to Sales Users and the Salesforce Admin, but hidden from Finance. • Sales Strategy Notes, Long Text Area • Competitor Involved, Checkbox 🔐 Security Requirements Sales Executive • Can create and edit their own Accounts and Opportunities • Can only see Opportunities they own • Cannot see Opportunities owned by other Sales Executives • Cannot see any Finance Sensitive fields

THIS IS FOR STUDENTS WHO HAVE GOTTEN TO THIS LEVEL: 🏗️ GROUP A – PROJECT TITLE: CleanHire CRM Overhaul Company: PrecisionHire UK Ltd – London-based tech recruitment agency Sector: Recruitment & Staffing Focus Areas: Data Security • Data Model • Duplicate Rules 🔍 Business Scenario: PrecisionHire helps tech startups find top-tier developers. Their sales and talent teams use Salesforce to manage Clients, Vacancies, and Candidates — but things are breaking fast. Here’s what’s wrong: ❌ Everyone uses the same profile — Talent team can see sensitive client billing data ❌ All Candidates and Vacancies are dumped under Accounts and Opportunities ❌ Duplicate Candidates are flooding the system — same names, emails, or just slightly different spellings 📉 Management is struggling to track who placed which candidate in which vacancy, and reporting is unreliable ✅ Your Admin Tasks: 🔹 Data Model: Create 3 Custom Objects: Candidate__c Vacancy__c Placement__c (junction object linking Candidate and Vacancy) Add necessary fields like: Candidate: Full Name, Email, Skillset, Recruiter Vacancy: Title, Client (lookup to Account), Status Placement: Candidate, Vacancy, Start Date, Status Use Lookup or Master-Detail relationships appropriately Ensure you can run reports showing Vacancies filled per Client and Candidate status 🔹 Data Security: Talent Team should ONLY access Candidate and Placement data Sales Team should ONLY see Vacancies and Client Accounts Billing Team should only view Placement fees (hide from Talent team) Use Profiles, Permission Sets, Role Hierarchy, and Field-Level Security Set Org-Wide Defaults properly and apply sharing rules where needed 🔹 Duplicate Rules: Prevent duplicate Candidate records using Email + Full Name Warn users on similar Vacancies using Title + Account Block exact matches on Placement records (same candidate, same vacancy) 🏢 GROUP B – PROJECT TITLE: BuildPro CRM Revamp Company: BuildPro Solutions – Manchester-based commercial construction firm