Describe the risks to enterprise security that federated Single Sign-on solutions aim to address

Authentication It is a process of an Entity (Source or Principal) providing its identity to another Entity (Destination or System)A principal could be a computer program, an end-user, a computer system, a piece of hardware, a mobile device, etc. and System will be on the server that provides a service.The principal provides Credentials that must […]

Given a scenario, recommend the appropriate method for provisioning users in Salesforce and other third-party services (SOAP/REST API, SAML JIT, Identity Connect, User Provisioning for Connected Apps, etc.)

SOAP/REST API Both Internal and External users can be provisioned by using SOAP and REST API on the User object. While creating External users it is required to associate a valid contact and account to the user and the account must be owned by a Salesforce user that has a role. To create or update […]

Given a scenario, articulate whether it describes an authentication, authorization, or accounting scenario and what Salesforce feature should be used to accomplish the task

Authentication, authorization, and accounting (AAA) is a framework for intelligently controlling access to resources, enforcing policies, auditing usage, and providing the information necessary as required. These combined processes are considered important for effective application management and security. AAA provides a method to identify which users are logged into the application and each user’s authority level. […]

Describe the role(s) an Identity Provider and Service Provider play in an access control solution

Identity Provider An identity provider is a trusted provider that lets use single sign-on (SSO) to access other websites. Salesforce can be enabled as a Identity Provider and multiple service providers can be defined to enable access to multiple applications using Single Sign On (SSO). Before enabling Salesforce as an identity provider set up a […]

Identity and Access Management Designer Certification

I am preparing for my Identity and Access Management Designer Exam and thought of putting all the stuff that I am preparing in this and upcoming blog posts. I am dividing this into multiple blog posts (including this) with the below topics and its subtopics as per the certification guide and its weight Identity Management […]

Case Management – Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce

Overview and Capabilities Entitlement management is used to define, enforce, and track customer service levels as part of support management process. Entitlement management features include: Entitlements, which let support agents determine whether a customer is eligible for support. Entitlement processes, which let you design timelines that include all the steps that your support team must […]

Case Management – Given a set of KPIs, determine the appropriate case management solution

KPI Overview Key Performance Indicators are metrics used to measure the performance of Business or Organization. Case Management is a critical process and KPIs play a vital role in understanding the efforts of customer service representatives in resolving cases and helping customers to be successful. Entitlement Management and Escalation rules play an important role in […]

Case Management – Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent and Knowledge.

Case Management – Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent and Knowledge. Data Models Cases and Assets While products represent the items that your company sells (referential entity), assets represent the specific products your customers have purchased (transactional entity). Use assets to store information about […]

Case Management – Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.

Overview A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand. Customer issues are typically gathered from various Interaction […]

Interaction Channels – Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

Overview Interaction channels enable support agents to interact with customers to resolve support issues and to respond to product inquiries. It is recommended to understand the design considerations and best practices while setting up these Interaction channels. Design considerations related to User Interface, Object Model, Data Privacy, Data Visibility, and reporting needs to be understood […]