Main Responsibilities and Required Skills for Salesforce Administrator

A Salesforce Administrator is responsible for administering the Salesforce CRM application. They create and build custom reports, dashboards, workflows, and reporting capabilities. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Salesforce Administrators.

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Main Responsibilities of Salesforce Administrator

The following list describes the typical responsibilities of a Salesforce Administrator:

Access

Access management, permission sets, data updates, role assignments, uploads, etc..

Add

Add or remove restrictions on quote process.

Administer

Administer the internal Salesforce.com (SFDC) instance primarily for sales and marketing.
Administer the Salesforce CRM application for Q4's users.

Administrate

Administrate Salesforce, Salesloft, Pardot, and Dealhub.

Advise

Advise and lead troubleshooting, root cause analysis, and solution generation.

Analyze

Analyze client data and make meaning of trends with program staff.
Analyze complex systems, fixing bugs, troubleshoot system issues.

Ask

Ask questions, but also thinks critically, self starter.

Assist in

Assist Design, Create and maintain user roles, profiles and hierarchies.
Assist existing stakeholders with roll out of projects in process.
Assist in Dealhub (CPQ) administration.
Assist in defining workflows, functions and configurations within the Salesforce.com environment.
Assist in establishing cross-platform integrations.
Assist in the creation of workflows and custom object design and build.
Assist in the implementation and maintenance of new Salesforce features.
Assist in the planning, management, and execution of technology implementation projects.
Assist in training of new users.
Assist in training of new users and growing the Salesforce.com skill set across the organization.
Assist in training of new users, and grow the Salesforce.com skill set across the organization.
Assist the Operations team in other operations-related tasks as needed.
Assist users and stakeholders with analytics and report design and management.
Assist with migration from older systems / processes into Salesforce.

Attend

Attend key functional meetings to understand how users view and interact with our suite of systems.

Audit

Audit and maintain business listings and location directories across the web.
Audit and maintain data quality.

Build

Build and configure custom solutions using native Salesforce and custom technologies.
Build and deliver any training initiatives for new functionality released.
Build and maintain Einstein dashboards that tie to company KPIs revenue goals.
Build custom reports and dashboards to report on sales and marketing performance.
Build dashboards and reports to track to Sales, Marketing and Service team KPI's.
Build dashboards to reflect user activity.
Build out new applications to support our existing and potential new clients.
Build Strong relationships with colleagues across departments.
Build tooling, dashboards, and processes that reinforce good data hygiene and operational excellence.

Collaborate

Collaborate and connect with other local Salesforce customers to leverage insights, best practices.
Collaborate with business for UAT.
Collaborate with critical OMG Salesforce stakeholders to understand Team OMG needs.
Collaborate with development and project teams to roll out new features, enhancements and workflows.
Collaborate with go-to-market teams to maintain, support, and enhance system integrations.
Collaborate with stakeholders on project estimates.

Communicate

Communicate and collaborate with both technical and non-technical colleagues.
Communicate regularly regarding new Salesforce release features.

Complete

Complete custom development projects as required.
Complete new configuration / integration requests, ranging from simple to complex.
Complete regular internal system audits and prepare for quarterly functionality releases.
Complete regular internal system audits and prepares for timely upgrades.
Complete regular internal system / data audits and prepare for upgrades / enhancements etc.
Complete visibility and insight into every destructive object.

Conduct

Conduct business requirements analysis.
Conduct or coordinate mass data uploads and clean-ups on an as needed basis.
Conduct UAT sessions with users prior to releasing net new functionality.

Configure

Configure and administer Salesforce enterprise edition.
Configure and enhance Lightning layouts and workflows for Sales, CX, Marketing, and Finance.
Configure and test technical solutions while improving process automation and system architecture.

Consult

Consult on development of the System Requirements Specification (SRS).

Contribute to

Contribute technical expertise to business projects and create solutions to meet challenges.
Contribute to a positive work environment and overall team effort in the department and organization.

Coordinate

Coordinate solution testing and end user sign off.
Coordinate the evaluation, scope and completion of new development and business workflow requests.
Coordinate the evaluation, scope and completion of new development and technologies requests.
Coordinate the evaluation, scope, and completion of new development requests.
Coordinate the evaluation, scope and completion of new requests.
Coordinate with PT and OT departments to assist in helping residents feel comfortable and confident.

Create

Create and administer training to existing or new users / groups.
Create and maintain dashboards and reports including folder maintenance.
Create and maintain documentation on processes, policies, configuration and help related materials.
Create and maintain Reports and Dashboards.
Create and maintain reports, dashboards, queues, routing configurations as needed.
Create and maintain sales dashboards and maintain sales reports including folder maintenance.
Create and maintain system-related documentation.
Create and manage users, profiles, roles and permission sets in Salesforce.
Create / deactivate user profiles and security roles within Salesforce.com.
Create high quality documentation of processes.
Create new processes and associated reporting.
Create processes to ensure agency data is clean, accurate and backed-up.
Create reporting mechanisms for sales force.
Create reports and dashboards based on user requests.
Create reports and dashboards for sales, SaaS, and board metrics.
Create standardized reports and dashboards for our teams to leverage globally.
Create, train and implement business solutions into the organisation.
Create, update and maintain all price books in our CPQ environment.
Create, update and maintain roles, profiles, sharing rules, workflows and groups.
Create, update & maintain knowledge base within Community Cloud.

Customization

Customization functionality - Declarative & Custom Built.

Customize

Customize fields, page layouts, record types, reports and dashboards.

Cycle

Cycle to work scheme, season ticket loans and a whole host of discounts across 100s of retailers.

Define

Define, build, customize, deploy, and maintain Salesforce reports and dashboards.

Deliver

Deliver clear technical solutions with the information gathered from users.
Deliver functional support.

Design

Design and implement new processes and facilitate user adoption.
Design and maintain user roles, profiles and hierarchies.

Develop

Develop and create customized reports and dashboards for users at all levels of the organization.
Develop and implement legal compliance strategy for the Fulfilment function.
Develop and implement user-friendly customizations (on their own and using 3rd party vendor).
Develop and maintains documentation for all Salesforce processes, systems, and development.
Develop and share information on successful sales campaigns and approaches among sales team.
Develop and test new functionality and customization or enhancements.
Develop documentation of existing systems and procedures.
Develop reports, dashboards, and processes to continuously monitor data quality and integrity.
Develop Sales stack best practices and manage leading indicators on cadence structure.
Develop training curriculum and deliver end-user training.
Develop training materials and provide training and support to SalesForce.com end users.
Develop training plans, materials, and documentation as necessary to support Salesforce.com users.

Direct

Direct users to relevant reports and dashboards.

Distill

Distill complex technical solutions into layman's terms and communicate these to stakeholders.

Document

Document and develop according to industry-standard specifications.
Document company processes and workflows.
Document customizations made in Salesforce.
Document knowledge base articles and system process flows.
Document processes and configuration using Atlassian Confluence and other tools.
Document processes and procedures related to the sales process and tools.
Document processes, including error reports and changes to field history tables.
Document the proposed solution, and estimate the effort and cost to implement the solution.

Draft

Draft Salesforce technical design and implementation documents.

Drive

Drive continuous operational improvements and growth.

Educates

Educates and informs audiences of broad skill levels, from end user to C-suite.

Enable

Enable users to get the most out of SalesForce.

Encompass

Encompass different lenses when looking at the business (data, CRM, BI, Sales etc.).

Enforce

Enforce Salesforce security best practices and SOX Compliance procedures.

Enhance

Enhance and maintain reports and dashboards to support business functions across the organization.

Ensure

Ensure data integrity and accuracy is followed by merging duplicate leads, contacts and accounts.
Ensure data security is enforced through the use of roles, profiles, and sharing rules.
Ensure data security is enforced using roles, profiles, and sharing rules.
Ensure that the database is well maintained so users can make the best use of its functionality.
Ensure that updates to existing products do not impact existing quotes, opportunities or reports.
Ensure the accuracy of reports on a regular basis.
Ensure the team maintains strict compliance with IT & corporate policies.

Establish

Establish support processes for production users, and manage deployment schedules.
Establish the processes for source control and implement CI / CD pipeline for continuous deployments.

Evaluate

Evaluate and test new technologies and methodologies for use within Salesforce.
Evaluate complex business and technical requirements.
Evaluate, scope, and complete new development requests.

Execute

Execute on and report on the technical scope and and client expectations.

Facilitate

Facilitate and actively participate in all phases of the business process enablement life cycle.
Facilitate backlog grooming sessions.

Fix

Fix or direct to team that can fix.

Focus

Focus the organization's use of data towards what best serves the mission.

Follow

Follow ITIL processes (Change, Incident, and Problem Management).

Gather

Gather and analyze requirements from Business users and Product Owners.

Guide

Guide the team is doing POCs and early risk assessments.

Help

Help create any custom reporting or tools that are vital to the sales organization's success.
Help create a roadmap for sales and marketing process improvements.
Help design, create and maintain user roles, profiles, and hierarchies.
Help testing of platform in QA prior to release.
Help us adapt to customer needs with unique solutions, helping us bend our tools to our needs.

Identify

Identify, design, and implement sales process improvements.
Identify enhancements and improvements to Salesforce functionality.
Identify opportunities for improving efficiency, data accuracy, security, and business outcomes.
Identify production risks and areas for improvement.

Implement

Implement technical engagement metrics to ensure we are utilizing all tools to their full potential.

Import

Import data using Data Loader, Workbench and Data Import Wizard.

Improve

Improve the existing application to meet Salesforce design standards.
Improve the overall quality and completeness of documentation.
Improve validation rules, workflow rules, process builders, and flowbuilders within Salesforce.

Integrate

Integrate 3rd party applications.
Integrate Salesforce with 3rd party applications.
Integrate Salesforce with other applications, including testing and maintaining integrations.

Interact

Interact with a worldwide network of employees in a fast-paced high-tech environment.

Interface

Interface with vendor partners and design optimal solutions for integration with Salesforce.com.

Keep

Keep proper documentation of custom coding for easy reference.

Lead

Lead / Assist with project management responsibilities.
Lead data standardization project with our PMO and IT Teams.
Lead requirements gathering and development applying technology to satisfy business needs.
Lead / support additional non-Salesforce related projects.
Lead training for new Salesforce users and provide refresher training as need to current users.

Liaise with

Liaise with various teams across the business to understand requirements and provide user stories.

Listen

Listen attentively and reinforce words through empathetic body language and tone.

Maintain

Maintain additional related technologies and systems for the revenue organization.
Maintain a solid understanding of the company's business.
Maintain confidentiality of resident and facility information.
Maintain consistency in Salesforce best practices.
Maintain consistency in Salesforce best practices across all instances.
Maintain data and system security and integrity in Salesforce.
Maintain database for integrity and accuracy including cleansing and duplicate record management.
Maintain data integrity of the application software.
Maintain data security regarding account and contact data.
Maintain development plans, project scope on-time delivery, and completion within budget.
Maintain, enhance and create workflows, functions, triggers, data validation and configurations.
Maintain excellent communication with all end users.
Maintain system documentation and Salesforce policies and procedures.
Maintain System Security and Integrity.
Maintain technical documentation across entire CRM and business processes.
Maintain the integrity of data in all Salesforce environments.
Maintain the Sales Cloud, as well as building custom reports and dashboard.
Maintain user access and security via user profiles, roles and permissions.
Maintain users, roles, profiles, security settings, access settings, sharing rules etc..

Make

Make a difference in the lives of thousands of students as they explore educational opportunities.
Make changes to the CRED settings and system permissions for our users, as needed.
Make it as easy as possible for users of any technical level to use Salesforce.
Make operational changes to improve customer experience.
Make system enhancements and modifications based on evolving business requirements.

Manage

Manage / Administrator external but highly integrated applications (Outreach, Gainsight).
Manage all administration workflow and support requests for Salesforce, Salesloft, and Pardot.
Manage and Implement Changes to the System.
Manage and maintain all third-party tools and plugins associated with the CRM.
Manage and maintain sandboxes including development and UAT environments.
Manage data import and export needs for Salesforce platform.
Manage error messages that occur as a result of ongoing automation.
Manage existing Apex scripts should they need to change or should the scripts produce errors.
Manage internal ticketing system for database requests.
Manage multiple instances (Production, Test (sandbox) and Dev).
Manage new hire training for sales reps.
Manage new releases and efficiently roll out new features.
Manage new Salesforce releases and implement new features.
Manage on-going customization of Salesforce.
Manage ongoing support requests and administrative needs of Salesforce users.
Manage saleforce.com data feeds and other integrations.
Manage sales content distribution as well as sales collateral.
Manage Salesforce.com data and ensure data integrity between various internal systems.
Manage Salesforce.Com data feeds and other integrations.
Manage Salesforce.com data feeds and other integrations such as Hubspot and Docusign.
Manage Salesforce data feeds and other integrations.
Manage Salesforce projects from inception to closure and train and support users on new features.
Manage Salesforce quarterly releases and updates and inform the director of any necessary action.
Manage security of the Salesforce orgs including object and data access security.
Manage Security & User Access to records & transactions.
Manage special projects as assigned.
Manage the declarative aspects of AppExchange products (eg. Upgrades and Licenses).
Manage third party vendors - implementation, troubleshooting, new release testing etc..
Manage vendor invoices and routes to divisions for payment.
Manage workload to a high standard, ensuring delivery to timescales and quality.

Map

Map salesforce.com hierarchy and territories in response to personnel changes.

Maximize

Maximize customer retention and revenue.

Mentor

Mentor developers for difficult tasks & provide technical advice and guidance to the Tech Leads.

Migrate

Migrate data from customer legacy systems, or Exchange using Salesforce data migration tools.

Monitor

Monitor / Manage Data integrity.
Monitor / Manage / Organize / Present new Salesforce Releases / Critical Updates.
Monitor neglected Leads, Opportunities, Accounts, and Contacts as appropriate.
Monitor trends and be aware future business needs.

Move

Move tasks and assignments toward closure.

Observe

Observe infection control procedures relating to nursing services.

Onboard

Onboard new staff to how to use the system for their role in the agency.
Onboard, train and coach new users and grow the Salesforce skill set across the organization.

Optimize

Optimize & effectively manage resources and time of the team members.
Optimize UI / UX and data quality with automations, workflows and other triggers.

Oversee

Oversee Gradual Does Reductions.
Oversee Salesforce implementation and administration tasks for declarative projects.

Own

Own and manage SF dashboards, functionality, workflows & content.
Own deployments across all environments.

Participate in

Participate in complex applications and systems development, programming.
Participate in product and functionality demos with users and stakeholders.
Participate in project team meetings and communicate effectively with peers.
Participate in the change management process.

Perform

Perform basic administrative functions such as credentials maintenance, data maintenance & backup.
Perform database maintenance tasks, including diagnostic tests and duplicate entry cleansing.
Perform integration design between Salesforce and other relevant applications.
Perform other duties as assigned.
Perform quality assurance testing as needed.
Perform regular internal system audits and prepare for upgrades.
Perform user acceptance testing for CRM enhancements.
Perform webex training for all Salesforce users.

Prepare

Prepare for system upgrades.
Prepare Proposals, Quotes and Contracts for Account Executives.
Prepare, validate and communicate sales pipelines.

Present

Present and hold demo sessions to the Salesforce team and stakeholders.
Present and lead discussions between the business and IT.
Present system and app design options and recommendations.

Proactive

Proactive solicit and problem solve issues faced by the clinical and administrative teams.

Process

Process and configuration documentation.
Process Creation, Documentation and Maintenance.

Produce

Produce specialized reporting packages, dashboards, scorecards, data extracts, ad-hoc analysis.
Produce top-notch functional, technical and user interface designs.

Promote

Promote, increase, and monitor user adoption.

Propose

Propose, challenge, influence and complete system improvements to support business processes.

Provide

Provide account maintenance, update reports, dashboards, and ongoing administrative tasks.
Provide customer service with follow up on all requests on behalf of the Account Executives.
Provide direct onboarding support during Phase One and subsequent phases of a new user rollout.
Provide documentation and training materials on new functionality and / or business processes.
Provide excellent support service for internal Salesforce.com users.
Provide general user training on using Salesforce.
Provide information around best practices in the CRM business process.
Provide ongoing system administration and troubleshooting.
Provide prompt and complete resolution to technical challenges and business issues.
Provide quality assurance testing of business applications and reports on as needed basis.
Provide routine support and user maintenance.
Provide Salesforce training and end-user support.
Provide Salesforce training and support to the sales and other teams.
Provide sales related data to company executives as needed.
Provide support, as needed, to projects relating to business development, sales and marketing.
Provide support for the rest of the Salesforce team that supports the Support organization.
Provide support to users looking to benefit from existing Salesforce implementation.
Provide system administration support, both internal and customer-facing.
Provide technical and functional support to users of Salesforce and related applications.

Reassign

Reassign Accounts, Contacts, and Opportunities in response to personnel changes.

Recognize

Recognize dependencies on other systems and outputs when providing solution designs.

Recommend

Recommend solutions or alternative methods to meet requirements.

Reconstruct

Reconstruct and document changes and customizations.

Release

Release / change management, using multiple sandboxes and change sets.

Represent

Represent stakeholder interests and coordinate their initiatives in line with road map objectives.

Resolve

Resolve error messages across platform.
Resolve critical issues and leads program development.

Respond to

Respond to and resolve support issues from end-users.
Respond to all incidents, escalate where needed.
Respond to customer requests in a timely manner with strong attention to the technical details.
Respond to User questions and issues.

Review

Review new release notes and technologies that would benefit our customers.
Review, recommend, and provide oversight to the installation of 3rd party apps.

Scope

Scope and communicate 'good, better, best' solutions and recommendations to management.

Share Salesforce knowledge with direct team members and the wider business.

Stay up to date on

Stay up to date on Salesforce updates and releases and prepare the environment accordingly.

Suggest

Suggest how the current application can be enhanced to improve business processes.

Support

Support and troubleshoot production issues, as needed.
Support integrations with other systems (e.g., Outlook, Zoominfo).
Support management and calculations of commissions.
Support management and maintenance of territories.
Support new and existing Salesforce user base with questions and issues across all clouds.
Support new functionality for salesforce platform and understand CRM processes.
Support new user onboarding and training.
Support other related initiatives as needed.
Support our all Salesforce Apps.
Support our Doc Generation Application (Nintex).
Support Salesforce onboarding and training for Organizational end users.
Support the CPQ and Billing Process.

Take

Take responsibility for the technical engagement with 3rd parties to determine delivery approach.

Test

Test configuration changes in a test environment prior to deployment to production.

Track

Track record of project management, particularly of complex, cross-functional initiatives.

Train

Train Salesforce users on process and best Salesforce use.
Train new users on online operations system and maintains training documentation.

Triage

Triage and troubleshoot issues reported by end users.

Troubleshoot

Troubleshoot and resolve user questions, errors, and issues in a timely manner.
Troubleshoot technical issues.

Understand

Understand and write triggers, workflows, and processes.

Update

Update existing products within the CPQ platform.
Update user access levels as required.

Upgrade

Upgrade and configure Salesforce systems for optimized integration.

Uphold

Uphold Salesforce Certified Administrator credential / s and keep up with the latest best practices.

Use

Use master data tools to manage Salesforce account hierarchies.

Validate

Validate any data loads to ensure accuracy.

Work with

Work as part of the team delivering value to customers.
Work closely with a senior Salesforce resource on the client's business team.
Work closely with cross-functional users to enhance the operations of business processes.
Work closely with the team to support complex data loads.
Work closely with our teams to develop customized training and support documents for internal users.
Work collaboratively with the team to create and maintain documentation and playbooks including.
Work in a scrum team and fully participate in scrum ceremonies.
Work independently with stakeholders to define, analyze, and document user requirements.
Work independently with user groups to define and document development requirements.
Work well with technical and non-technical staff and customers.
Work with 3rd party SFDC developers on more complex development / issues.
Work with architects and leads to guide direction of the tools and platform.
Work with internal business groups and external consultants to optimize implementation.
Work with Operations to establish and manage Salesforce expenses within budget.
Work with our recruitment team to ensure that our team lives the company's values and culture.
Work with Product Manager to present new releases to leadership.
Work with Product Owners to understand client needs.
Work with Quality Assurance to validate workarounds or fixes.
Work with the data team to ensure data quality and integrity in the platform.
Work with the Sales organization on ad hoc reporting & dashboard creation or modifications.
Work with the team as a system administrator for the Salesforce.com environment.
Work with third-party integrators on additional phases of implementation as needed.

Write

Write and debug simple Apex, Visualforce, and JavaScript.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Salesforce Administrator:

Salesforce
Workflows
Service Cloud
Apex
Project Management
Sales Cloud
Validation Rules
Formula Fields
Salesforce Administration
Custom Views
Build Custom Apps And Objects
Process Builder
Content Of Intermediate Complexity
Reconcile Conflicts
CPQ
Facilitate User Adoption
Dashboards
Decompose High-Level Information Into Details
Data Loader
Distinguish User Requests
Agile Environment
Data Management Abilities
Design And Implement New Processes
Salesforce.com Platform
Critically Evaluate Information Gathered From Multiple Sources
Page Layouts
Abstract Up From Low-Level Information
Downstream Applications
General Understanding
Upstream
Visualforce
Assess The Impact Of New Requirements
Custom Objects
Sales
Salesforce Administrator Certification
Salesforce.Com Best Practices
Scrum
Design
Systems And Processes
MS Excel
Lightning
Profiles
Roles
SQL

Most In-demand Soft Skills

The following list describes the most required soft skills of a Salesforce Administrator:

Written and oral communication skills
Analytical ability
Problem-solving attitude
Organizational capacity
Attention to detail
Creative
Presentation
Meet deadlines
Interpersonal skills
Understand and articulate complex requirements
Positive attitude
Collaborative
Manage laterally and upwards
Multi-task
Communicate effectively at all levels of the organization
Critical thinker
Prioritize simultaneous requests
Self-motivated
Work independently with little direction
Take initiative
Flexible
Self-starter
Innovative
Team player
Detail-oriented
Initiative
Results-oriented