Was ist das eigentlich? Cyberrisiken verständlich erklärt

Es wird viel über Cyberrisiken gesprochen. Oftmals fehlt aber das grundsätzliche Verständnis, was Cyberrisiken überhaupt sind. Ohne diese zu verstehen, lässt sich aber auch kein Versicherungsschutz gestalten.

Beinahe alle Aktivitäten des täglichen Lebens können heute über das Internet abgewickelt werden. Online-Shopping und Online-Banking sind im Alltag angekommen. Diese Entwicklung trifft längst nicht nur auf Privatleute, sondern auch auf Firmen zu. Das Schlagwort Industrie 4.0 verheißt bereits eine zunehmende Vernetzung diverser geschäftlicher Vorgänge über das Internet.

Anbieter von Cyberversicherungen für kleinere und mittelständische Unternehmen (KMU) haben Versicherungen die Erfahrung gemacht, dass trotz dieser eindeutigen Entwicklung Cyberrisiken immer noch unterschätzt werden, da sie als etwas Abstraktes wahrgenommen werden. Für KMU kann dies ein gefährlicher Trugschluss sein, da gerade hier Cyberattacken existenzbedrohende Ausmaße annehmen können. So wird noch häufig gefragt, was Cyberrisiken eigentlich sind. Diese Frage ist mehr als verständlich, denn ohne (Cyber-)Risiken bestünde auch kein Bedarf für eine (Cyber-)Versicherung.

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Exam Name : Certified Advanced Administrator
Vendor Name : Salesforce
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Salesforce-Certified-Advanced-Administrator test Format | Salesforce-Certified-Advanced-Administrator Course Contents | Salesforce-Certified-Advanced-Administrator Course Outline | Salesforce-Certified-Advanced-Administrator test Syllabus | Salesforce-Certified-Advanced-Administrator test Objectives


Content: 60 multiple-choice/multiple-select questions and 5 non-scored questions

Time allotted to complete the exam: 105 minutes

Passing score: 65%

Registration fee: USD 200 plus applicable taxes as required per local law

Retake fee: USD 100 plus applicable taxes as required per local law

Delivery options: Proctored test delivered onsite at a testing center or in an online proctored environment. Click here for information on scheduling an exam.

References: No hard-copy or online materials may be referenced during the exam.

Prerequisite: Salesforce Certified Administrator credential



The Salesforce Advanced Administrator test measures a candidates knowledge and skills related to the following objectives. A candidate should have hands-on experience as a Salesforce Administrator and have demonstrated the application of each of the features/functions below.



Security and Access: 20%

Given a scenario, determine the implications to record and field data access (Sharing model, controlled by parent, grant access by hierarchies, profile vs. sharing rules, communities security settings, field and record level access, sharing rules, field level security, and record types).

Describe the capabilities of Enterprise Territory Management and the implications for the sharing model.

Compare and contrast the capabilities of custom profiles, permission sets, and delegated administration.

Extending Custom Objects and Applications: 8%

Describe the appropriate use of relationship types when building custom objects (master-detail, lookup).

Auditing and Monitoring: 6%

Given a scenario, determine the appropriate tools for monitoring and troubleshooting system activity (debug log, set up audit trail).

Sales Cloud Applications: 10%

Explain how to customize and maintain products, price books, schedules, and quotes.

Describe the capabilities of forecasting (categories, hierarchy, quotas).

Service Cloud Applications: 10%

Explain how to create and maintain Salesforce Knowledge (article record types, data categories).

Explain how to create and maintain service entitlements and entitlement processes.

Describe the features of Salesforce which enable interaction between support agents and customers (chat, case feed, Service Cloud console, communities, omni-channel).

Data Management: 10%

Explain the tools and best practices for improving and enriching data quality (validation, managing duplicates, enriching, archiving).

Content Management: 3%

Explain how to set up and maintain Salesforce Content.

Change Management: 10%

Describe the options available to move metadata between environments (change sets, Salesforce extensions for Visual Studio Code).

Describe the capabilities and best practices for using change sets to move metadata between environments.

Analytics, Reports and Dashboards: 10%

Given a scenario, determine the appropriate analytic tools to meet complex reporting requirements (custom report types, reporting snapshots, complex charting, custom summary formulas, bucketing, joined reports, cross filters, dynamic dashboards, dashboard filters).

Process Automation: 13%

Given a scenario, troubleshoot an approved process.

Given a complex scenario, determine the solution using a combination of automation tools to solve a business problem (Process automation, formula fields, and when to use Visualforce and Apex triggers).




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Salesforce certification

 

Best Enterprise Architect Certifications

Enterprise IT architect certifications appear most often at the apex of certification programs, where less than 1% of IT professionals ultimately ascend. Even so, many IT architect certifications are available, and you don’t need to invest in one certification sponsor’s vision to reach the top.

Many IT certifications in this area fall outside vendor umbrellas, which means they are vendor-neutral or vendor-agnostic. Nevertheless, the number of vendor-specific IT certifications exceeds vendor-neutral ones by a factor of more than 2 to 1. That’s why they devote the last section of this article to all such credentials, as they encountered them in search of the best enterprise architect certifications.

For IT pros who’ve already invested in vendor-specific certification programs, credentials at the architect level may indeed be worth pursuing. Enterprise architects are among the highest-paid employees and consultants in the tech industry.

What do enterprise architects do?

Enterprise architects are technical experts who are able to analyze and assess organizational needs, make recommendations regarding technology changes, and design and implement those changes across the organization.

How much does an enterprise architect earn?

The national average salary per SimplyHired is $130,150, in a range from $91,400 to a whopping $185,330. Glassdoor reports $133,433 as the average. Ultimately, the value of any IT certification depends on how long the individual has worked and in what part of the IT patch.

How do I become an enterprise architect?

Becoming an enterprise architect is not easy. While the requirements may vary by employer, most enterprise architects have a bachelor’s degree or higher in a computer-related field along with 5-10 years of professional work experience. Many enterprise architects obtain additional certifications past graduation.

Why should I get certified?

Certifications are a great way to demonstrate to prospective employers that you have the experience and technical skills necessary to do the job and give you a competitive edge in the hiring process. Certification holders also frequently earn more than their uncertified counterparts, making certifications a valuable career-building tool.

Which certifications are the best?

Below, you’ll find their top five certification picks. Before you peruse their best picks, check out the results of their informal job board survey. Data indicates the number of job posts in which their featured certifications were mentioned on a given day. The data should give you an idea of the relative popularity of each of these certifications.

Job board search results (in alphabetical order, by certification) Certification SimplyHired Indeed LinkedIn Jobs LinkUp Total AWS Certified Solution Architect (Amazon Web Services) 1,035 464 2,672 240 4,411 CTA (Salesforce) 303 787 3,201 353 4,644 ITIL Master (Axelos) 641 848 1,218 1,119 3,826 TOGAF 9 (The Open Group) 443 730 271 358 1,802 Zachman Certified – Enterprise Architect (Zachman) 86 107 631 252 1,076 AWS Certified Solution Architect

Making its first appearance on the leaderboard is the Certified Solutions Architect credential from Amazon Web Services (AWS). AWS, an Amazon subsidiary, is the global leader in on-demand cloud computing. AWS offers numerous products and services to support its customers, including the popular Amazon Simple Storage Service (S3) and Amazon Elastic Compute Cloud (EC2). AWS also offers numerous cloud applications and developer tools, including Amazon Comprehend, Amazon SageMaker Batch Transform and Amazon Lightsail.

AWS offers certifications at the foundation, associate and professional levels across five role-based categories: architect, developer, operations, cloud and specialty certifications. Foundation-level certifications validate a candidate’s understanding of the AWS Cloud and serve as a prerequisite to AWS specialty certifications. Foundation certifications are a recommended starting place for those seeking higher-level credentials.

Associate credentials typically have no prerequisites and focus on technical skills. They are required to obtain professional-level certifications, which are the highest level of technical certification available. Specialty certs, meanwhile, focus on skills in targeted areas.

AWS Certified Solutions Architect – Associate 2019

AWS currently offers the following credentials:

  • Foundation credentials: AWS Certified Cloud Practitioner
  • Associate credentials: AWS Certified Solutions Architect Associate, AWS Certified Developer and AWS Certified SysOps Administrator
  • Professional: AWS Certified Solutions Architect Professional and AWS Certified DevOps Engineer
  • Specialty: AWS Certified Advanced Networking, AWS Certified Big Data and AWS Certified Security
  • The AWS Certified Solutions Architect credential is available at the associate and professional levels. The associate credential targets candidates with at least one year of experience architecting and implementing solutions based on AWS applications and technologies. AWS updated the associate-level test in February 2018 to include architecture best practices and new services.

    The AWS Certified Solutions Architect – Professional certification targets senior AWS architects who can architect, design, implement and manage complex enterprise-level AWS solutions based on defined organizational requirements. Candidates should have a minimum of two years’ direct experience deploying and designing on the AWS cloud and be able to translate organizational requirements into solutions and recommend best practices. The associate credential is a mandatory prerequisite.

    AWS Certified Solution Architect facts and figures Certification name Certified Solution Architect – Associate

    Certified Solution Architect – Professional

    Prerequisites and required courses Associate: One year of hands-on experience recommended, AWS Certified Cloud Practitioner

    Professional: Certified Solution Architect – Associate credential plus a minimum of two years of hands-on experience

    Number of exams Associate: One test (65 questions, 130 minutes to complete)

    Professional: One test (170 minutes to complete)

    Certification fees Associate: $150 (practice test $20)

    Professional: $300 (practice test $40)

    URL https://aws.amazon.com/certification/ Self-study materials AWS makes sample questions, practice exams, test guides, whitepapers and more available on the certification home page.

    CTA: Certified Technical Architect

    In 1999, Salesforce revolutionized the world of CRM when it introduced the concept of using the cloud to provide top-notch CRM software. Today, Salesforce has more than 150,000 customers, making it the industry leader for CRM enterprise cloud platforms. Currently, Salesforce offers solutions for various focus areas, including sales, service, marketing, commerce, engagement, community, productivity (Quip), platform and ecosystem, integration, analytics, enablement, internet of things (IoT), artificial intelligence, mobility, and industry (financial and health).

    To meet industry needs for qualified and experienced professionals with the skills necessary to support its growing customer base, Salesforce developed and maintains a top-tier certification program. It offers many paths to candidates, including for administration, app building, architecture and marketing.

    Salesforce Architect certifications are hierarchical, with most (but not all) lower-level credentials serving as prerequisites for more advanced credentials. At the top of the certification pyramid is the highest credential a Salesforce professional can earn – the Certified Technical Architect (CTA), which is their featured Salesforce certification.

    The Salesforce Architect certification pyramid has three levels:

  • Specializations: These form the bottom tier of the pyramid. Salesforce offers eight specializations, four of which support application solutions, while the other four support system solutions. Application specializations include certifications for Data Architecture and Management Designer, Sharing and Visibility Designer, Platform Developer I, and Platform App Builder. System specializations include Development Lifecycle and Deployment Designer, Identity and Access Management Designer, Integration Architecture Designer, and Platform Developer I credentials.
  • Domain Architect: There are two Salesforce Domain Architect credentials: the Certified Application Architect and the Certified System Architect. The Certified Application Architect designation targets professionals with expert-level knowledge in Salesforce product functionality and features, while the Certified System Architect credential focuses on governance, integration and testing. Both credentials require the candidate to first earn their corresponding specialization certifications in addition to meeting other requirements.
  • Technical Architect: The Certified Technical Architect (CTA) is the highest Salesforce credential available. CTAs are experts in all Salesforce domains and possess skills necessary to design, build and implement Salesforce platform solutions. To earn the CTA, candidates must first obtain both the Certified Application Architect and Certified System Architect credentials or pass a single exam. Candidates must meet experience requirements and pass a rigorous board review, which validates their knowledge and skills in Salesforce competency areas, such as communication, development lifecycle and deployment planning, integration, solution architecture, data, security, and systems architecture.
  • Salesforce requires CTAs to maintain current skills. Credential holders must pass maintenance module exams with each new product release cycle (typically in summer, winter and spring). While challenging to earn, the CTA is important for IT professionals who are serious about a Salesforce technologies career.

    CTA facts and figures Certification name Certified Technical Architect (CTA) Prerequisites and required courses Salesforce Certified Application Architect and Salesforce Certified System Architect credential:
  • Five years of implementation experience (must include development experience across the full software development lifecycle)
  • Three years of experience in an architect role
  • Two years of experience with the Lightning Platform (one year must be in an architect role while implementing Salesforce technologies and applications)
  • Experience as a technical architect on multiple complex deployments OR equivalent knowledge through project participation
  • Additional experience – guiding teams on platform technology; identifying and mitigating technical risks; exposure to project globalization, object-oriented design patterns, platform-specific design patterns and limits; developing code on the Force.com platform; building and addressing security complexities, mechanisms, and capabilities on the Force.com platform as part of a functional security model; knowledge of data migration, design trade-offs and ETL tools, large data volume considerations, risks and mitigation strategies, general mobile solutions and architecture, on-platform mobile solutions, and considerations as well as project and development lifecycle methodologies
  • Number of exams One test (four hours to complete; candidates must formulate, justify and present recommendations based on a hypothetical scenario to a review board) Certification fees $6,000

    Retake fee: $3,000

    URL http://certification.salesforce.com/technicalarchitect Self-study materials Salesforce maintains links on the certification webpage to numerous review materials, including the online documentation, tip sheets, user guides, exam guide and outline, Architect Journey e-books, Trailhead trails, and the Salesforce Certification Guide.

    ITIL Master Certificate – IT Service Management

    One of their favorite credential sets (and for employers as well, judging by job board numbers) is the ITIL for IT Service Management credentials from Axelos. Axelos is a global provider of standards designed to drive best practices and quality throughout organizations. ITIL (Information Technology Infrastructure Library) joined the Axelos family in 2013.

    Axelos manages ITIL credentialing requirements and updates, provides accreditation to test Institutes (EIs), and licenses organizations seeking to use ITIL. In addition to ITIL certifications, Axelos offers credentials for Prince2 2017 (which includes Foundation, Practitioner and Agile qualifications), Prince2 Agile, Resilia, MSP, MoP, M_o_R, P30, MoV, P3M3 and AgileSHIFT.

    ITIL is a set of well-defined and well-respected best practices that specifically target the area of IT service management. There are more than 2 million ITIL-certified practitioners worldwide. ITIL is perhaps the most widely known and globally adopted set of best practices and management tools for IT service management and support.

    ITIL Foundation (2011): Complete course and 2 practice exams

    Axelos maintains a robust ITIL certification portfolio consisting of five ITIL credentials:

  • ITIL Foundation: An entry-level credential that validates general ITIL knowledge, including terminology, concepts, elements, services lifecycle and ITIL processes
  • ITIL Practitioner: A steppingstone credential for the Intermediate credential that tests a candidate’s ability to use ITIL principles within their business organization
  • ITIL Intermediate: An industry-recognized qualification with a modular structure, each module focusing on a different aspect of IT service management
  • ITIL Expert: An expert-level credential for candidates who possess broad ITIL knowledge that covers the entire ITIL scheme
  • ITIL Master: The highest ITIL credential from Axelos, targeting professionals who recommend and implement ITIL best practices
  • Axelos introduced ITIL 4 in early 2019. ITIL 3 practitioners should check the Axelos website frequently for updates about the transition to ITIL 4 and availability of the ITIL 4 transition modules.

    The ITIL Master is the pinnacle ITIL certification, requiring experience, dedication, and a thorough understanding of ITIL principles, practices, and techniques. To gain the ITIL Master designation, candidates must have at least five years of managerial, advisory or other leadership experience in the field of IT service management. They must also possess the ITIL Expert certification. Once the skill and certification requirements are met, the real certification work begins.

    Upon completing the prerequisites, candidates must register with PeopleCert, the sole approved Axelos test Institute, and submit an application. Next, candidates prepare and submit a proposal for a business improvement to implement within their organization. The proposal submission is followed by a “work package,” which documents a real-world project that encompasses multiple ITIL areas.

    The work package (1) validates how the candidate applied ITIL principles, practices, and techniques to the project; and (2) documents the effectiveness of the solution and the ultimate benefit the business received as a result of the ITIL solution. Finally, candidates must pass an interview with an test panel where they defend their solution.

    Axelos will soon be sponsoring 50 lucky people in their quest to obtain the ITIL 4 Master certification. You can register your interest in the program here.

    ITIL Master facts and figures Certification name ITIL Master Certificate – IT Service Management Prerequisites and required courses ITIL Expert Certificate: Five years of IT service experience in managerial, leadership or advisory roles Number of exams No test required, but candidates must complete the following steps:
  • Register with PeopleCert.
  • Submit application.
  • Submit proposal.
  • Submit work package.
  • Attend interview.
  • Certification fees $4,440 if all ITIL credits obtained through PeopleCert

    $5,225 if some ITIL credits were obtained from other institutes

    URL https://www.axelos.com/certifications/itil-certifications/itil-master Self-study materials Axelos provides documentation to guide candidates in the preparation of proposal and work package submissions. Available documents include ITIL Master FAQs, ITIL Master Proposal Requirements and Scope, and ITIL Master Work Package Requirements and Scope. TOGAF 9

    A leader in enterprise architecture, The Open Group’s standards and certifications are globally recognized. The TOGAF (The Open Group Architecture Framework) standard for enterprise architecture is popular among leading enterprise-level organizations. Currently, TOGAF is the development and architecture framework of choice for more than 80% of global enterprises.

    TOGAF’s popularity reflects that the framework standard is specifically geared to all aspects of enterprise-level IT architectures, with an emphasis on building efficiency within an organization. The scope of the standard’s approach covers everything from design and planning stages to implementation, maintenance, and governance.

    The Open Group offers several enterprise architect credentials, including TOGAF, Open CA, ArchiMate, IT4IT and the foundational Certified Technical Specialist (Open CTS).

    The Open Group reports that there are more than 75,000 TOGAF-certified enterprise architects. At present, there are two TOGAF credentials: the TOGAF 9 Foundation (Level 1) and TOGAF 9 Certified (Level 2). (The TOGAF framework is currently based on version 9.2, although the credential name still reflects version 9.)

    The TOGAF 9 Foundation, or Level 1, credential targets architects who demonstrate an understanding of TOGAF principles and standards. A single test is required to earn the Level 1 designation. The Level 1 test focuses on TOGAF-related concepts such as TOGAF reference models, terminology, core concepts, standards, ADM, architectural governance and enterprise architecture. The Level 1 credential serves as a steppingstone to the more advanced TOGAF Level 2 certification.

    The TOGAF 9 Certified, or Level 2, credential incorporates all requirements for Level 1. Level 2 TOGAF architects possess in-depth knowledge of TOGAF standards and principles and can apply them to organizational goals and enterprise-level infrastructure. To earn this designation, candidates must first earn the Level 1 credential and pass the Level 2 exam. The Level 2 test covers TOGAF concepts such as ADM phases, governance, content framework, building blocks, stakeholder management, metamodels, TOGAF techniques, reference models and ADM iterations.

    Candidates wanting a fast track to Level 2 certification may take a combination exam, which covers requirements for both Level 1 and 2. Training is not mandatory for either credential but is highly recommended. Training classes run 2-5 days, depending on the provider and whether you’re taking the combined or single-level course. The Open Group maintains a list of approved training providers and a schedule of current training opportunities on the certification webpage.

    TOGAF 9 facts and figures  Certification name TOGAF 9 Foundation (Level 1)

    TOGAF 9 Certified (Level 2)

    Prerequisites and required courses TOGAF 9 Foundation (Level 1): None

    TOGAF 9 Certified (Level 2): TOGAF 9 Foundation (Level 1) credential

    Number of exams Level 1: One test (40 questions, 60 minutes, 55% required to pass)

    Level 2: One test (eight questions, 90 minutes)

    Level 1 and 2 combined test (48 questions, 2.5 hours)

    Certification fees $320 each for Level 1 and Level 2 exams

    $495 for combined Level 1 and Level 2 exam

    Exams are administered by Pearson VUE. Some training providers include the test with the training course.

    URL http://www.opengroup.org/togaf9/cert/docs/indiv.html Self-study materials A number of resources are available from The Open Group, including whitepapers, webinars, publications, TOGAF standards, the TOGAF Foundation Study Guide ($29.95 for PDF; includes practice exam), practice questions (99 cents for PDF) and the TOGAF 9 Certified Study Guide (a combined study guide is available for $59.95). The Open Group also maintains a list of accredited training course providers and a calendar of training events.

    Zachman Certified – Enterprise Architect

    Founded in 1990, Zachman International promotes education and research for enterprise architecture and the Zachman Framework. Rather than being a traditional process or methodology, the Zachman Framework is more accurately referred to as an “ontology.” Ontologies differ from a traditional methodology or process in that, rather than focusing on the process or implementation, they focus on the properties, types and interrelationships of entities that exist within a particular domain. The Zachman Framework ontology focuses on the structure, or definition, of the object and the enterprise. Developed by John Zachman, this framework sets a standard for enterprise architecture ontology.

    Zachman International currently offers four enterprise architect credentials:

  • Enterprise Architect Associate Certification (Level 1): Candidates must attend a four-day modeling workshop and pass a single exam. The workshop covers key concepts relating to enterprise architecture and the Zachman Framework, case studies, engineering vs. primitive models and manufacturing vs. composite models, and hands-on experience building Framework models. The workshop fee ($3,499) includes the test and certification fees for Level 1 and Level 2.
  • Enterprise Architect Practitioner Certification (Level 2): Architects must submit case studies of primitive and composite models that address specified management issues. Case studies must pass a referee review.
  • Enterprise Architect Professional Certification (Level 3): Candidates must complete a case study demonstrating primitive (architectural) and composite (implementation) models and complete a referee review. Level 3 credential holders may advertise themselves as “Zachman consultants.”
  • Enterprise Architect Educator Certification (Level 4): Designed for educators, this credential prepares candidates to develop and teach the Zachman Framework. To earn this credential, candidates should go through all educational materials related to the Zachman Framework, develop their own curricula and course materials, and present those materials for review and approval. While this is not required, Zachman recommends that Level 4 candidates obtain the Level 3 Professional designation.
  • Zachman credentials are valid for three years. To maintain these credentials, candidates must earn continuing education credits (referred to as EADUs). The total number of EADUs required varies by certification level.

    Zachman Certified – Enterprise Architect facts and figures Certification name Enterprise Architect Associate Certification (Level 1)

    Enterprise Architect Practitioner Certification (Level 2)

    Enterprise Architect Professional Certification (Level 3)

    Enterprise Architect Educator Certification (Level 4)

    Prerequisites and required courses Level 1 Associate: Four-day Modeling Workshop ($3,499)

    Level 2 Practitioner: None

    Level 3 Professional: None

    Level 4 Educator: Review all materials related to The Zachman Framework; Level 3 Professional recommended

    Number of exams Level 1 Associate: One exam

    Level 2 Practitioner: No exam; case studies and referee review required

    Level 3 Professional: No exam; case studies and referee review required

    Level 4 Educator: None; must develop and submit curriculum and course materials for review and validation

    Certification fees Level 1 Associate: test fee included as part of required course

    Level 2 Practitioner: None, included as part of Level 1 required course

    Level 3 Professional: Not available

    Level 4 Educator: Not available

    URL https://www.zachman.com/certification/what-we-certify/enterprise-architect#enterprise-architect-associate-level-1 Self-study materials Live classroom and distance learning opportunities are available. Zachman also offers webcasts, a glossary, the Zachman Framework for Enterprise Architecture and reference articles.

    Beyond the top 5: More enterprise architect certifications

    The Red Hat Certified Architect (RHCA) is a great credential, especially for professionals working with Red Hat Enterprise Linux.

    The Project Management Professional (PMP) certification from PMI continues to appear in many enterprise architect job descriptions. Although the PMP is not an enterprise architect certification per se, many employers look for this particular combination of skills.

    Outside of their top five vendor-neutral enterprise architect certifications (which focus on more general, heterogeneous views of IT systems and solutions), there are plenty of architect-level certifications from a broad range of vendors and sponsors, most of which are vendor-specific.

    The table below identifies those vendors and sponsors, names their architect-level credentials, and provides links to more information on those offerings. Choosing one or more of these certifications for research and possible pursuit will depend on where you work or where you’d like to work.

    <td”>EMC Cloud Architect Expert (EMCCAe) <td”>GoCertify </td”></td”>

    Sponsor Enterprise architect certification More information BCS BCS Practitioner Certificate in Enterprise and Solutions Architecture BCS homepage Cisco Cisco Certified Architect (CCAr) CCAr homepage Enterprise Architecture Center of Excellence (EACOE) EACOE Enterprise Architect

    EACOE Senior Enterprise Architect

    EACOE Distinguished Enterprise Architect EACOE Enterprise Architect Fellow

    EACOE Architect homepage FEAC Institute Certified Enterprise Architect (CEA) Black Belt

    Associate Certified Enterprise Architect (ACEA) Green Belt

    FEAC CEA homepage Hitachi Vantara Hitachi Architect (three tracks: Infrastructure, Data Protection, and Pentaho Solutions)

    Hitachi Architect Specialist (two tracks: Infrastructure and Converged)

    Training & Certification homepage IASA Certified IT Architect – Foundation (CITA-F)

    Certified IT Architect – Associate (CITA-A)

    Certified IT Architect – Specialist (CITA-S)

    Certified IT Architect – Professional (CITA-P)

    CITA homepage National Instruments Certified LabVIEW Architect (CLA) CLA homepage Nokia Nokia Service Routing Architect (SRA) SRA homepage Oracle Oracle Certified Master, Java EE Enterprise Architect Certified Master Java EE homepage Red Hat Red Hat Certified Architect (RHCA) RHCA homepage SOA (Arcitura) Certified SOA Architect SOA Architect homepage

    These architect credentials typically represent pinnacle certifications within the programs to which they belong, functioning as high-value capstones to those programs in many cases. The group of individuals who attain such credentials is often quite small but comes with tight sponsor relationships, high levels of sponsor support and information delivery, and stratospheric salaries and professional kudos.

    Often, such certifications provide deliberately difficult and challenging targets for a small, highly select group of IT professionals. Earning one or more of these certifications is generally the culmination of a decade or more of professional growth, high levels of effort, and considerable expense. No wonder, then, that architect certifications are highly regarded by IT pros and highly valued by their employers.

    Choosing the right IT architect credential

    Enterprise architect credentials will often be dictated by choices that your employer (or industry sector, in the case of government or DoD-related work environments) have already made independent of your own efforts. Likewise, most of the vendor-specific architecture credentials make sense based on what’s deployed in your work environment or in a job you’d like to occupy.

    Though there are lots of potential choices IT pros could make, the genuine number they can or should make will be influenced by their circumstances.


    Salesforce Sees Its AI Prospects Grow With Einstein Studio And BYOM

    SAN FRANCISCO, CA - DECEMBER 01: The Salesforce logo is seen at its headquarters on December 1, 2020 ... [+] in San Francisco, California. The cloud-based enterprise software company announced on Tuesday that it will purchase the popular workplace-chat app Slack for $27.7 billion. (Photo by Stephen Lam/Getty Images)

    Getty Images

    In the ping pong match of generative AI announcements, it’s once again Salesforce’s turn to make a stir. This past week, the company announced its latest venture, Einstein Studio, which allows users to “BYOM”—bring your own model—to the generative AI sphere. With Einstein Studio, customers can use Salesforce’s custom AI models or their own custom AI models to gain greater insights form their internal, proprietary company data. In turn, businesses will be able to generate smarter, faster insights and content from the data they’re already using via “enterprise-ready” AI.

    According to Salesforce, data from Salesforce Data Cloud can be used to train models from throughout the Salesforce ecosystem, including Amazon SageMaker, AWS, Vertex AI (Google Cloud) and others. The company says it can connect and synergize customer data from any source to generate a single customer profile that adapts to customer activity in real time.

    Touted benefits include:

    ● Faster deployment: Einstein Studio doesn’t require businesses to extract, transform, and load (ETL) their data across platforms, which means teams can “point and click” to get their information to the cloud to train their LLMs. This, in turn, means a more productive data/engineering team.

    ● Generate more content and predictions. Salesforce says Einstein already generates more than 1,000,000,000,000 predictions a week throughout the company’s apps. With Einstein Studio, it will undoubtedly be able to create even more, including content like meeting transcriptions and auto-responses to inquiries, as well as product recommendations, customer segmentation, and personalized pricing. Indeed, it should allow businesses to gain even more insights—and generate even more value—from the data they are already gathering.

    ● Increase revenue, decrease churn. With greater insights, Einstein Studio will Strengthen the overall customer experience with more personalized and relevant content. This, in turn, will help increase revenue opportunities and decrease churn. In other words, it will enhance the ROI of a company’s investment in AI. Research shows almost 60 percent of companies say they’re a year or more out from implementing AI in their business. Einstein Studio could help make AI more accessible.

    Just as importantly, Einstein Studio enables users to determine how their data will be used in training other LLMs, ensuring that enterprise data should be kept safe and secure.

    Absolutely not. Salesforce launched its first AI solution Einstein in 2016. The strategy then, according to some, is that it would use machine learning, packaged as AI, to differentiate itself across the industry. At that time, however, predictive and generative AI were far less understood than they are now. Einstein’s value, at the time, may have been negligible, but it did create both visibility and intrigue into the power of AI embedded in SaaS—helping pave the way to this year’s AI momentum.

    Fast forward to 2023, and it seems like Salesforce is just as committed to finding cutting edge solutions to keep itself relevant while also providing real value to its users. In March, Salesforce announced it would be bringing ChatGPT to its CRM as Einstein GPT. In April, they saw Salesforce begin to integrate its Einstein GPT and Data Cloud into its automation kit called Flow. This allowed users to auto-generate responses using natural language prompts and real-time data sharing to create personalized experiences more quickly. Then, in June, Salesforce announced both Marketing GPT and Commerce GPT to auto generate things like emails, marketing segments, personal shopping experiences and more. And of course, this month, we’re seeing the announcement of Einstein Studio and BYOM. The pace of its offerings in AI have been significant and had to be in order to keep up with commercialization efforts of its competitors.

    But is Einstein Studio et al. enough to compete with Microsoft’s Copilot solutions?

    The big question now is whether Salesforce’s AI investments set the company up well to compete with Microsoft’s segment of the marketplace. The answer is nuanced because Microsoft’s Copilot and OpenAI partnership is being used across a portfolio that spans well beyond business apps into search, productivity, collaboration and more. Furthermore, Salesforce is leveraging OpenAI as part of its AI stack, which of course benefits Microsoft.

    With its current AI related offerings as well as its BYOM announcement, Salesforce’s most direct Microsoft competitor would be Microsoft’s Dynamics 365 offerings including its Sales Copilot, a sales-specific AI assistant. The Sales Copilot tool connects user CRMs with Microsoft 365 and Teams apps to do—well—all the things Salesforce’s solutions aim to do: generate real-time tips for meetings, summaries of customer data, emails, and reports. And, although it’s a Microsoft tool, it can be added to CRMs like Salesforce. Which serves Microsoft well to get parts of the business even if it doesn’t win the CRM part—which is an advantage for Microsoft to play in so many parts of the software suite. But also reduces the competition from all or nothing to harmonious partnerships of heterogenous software, which are often how enterprise software stacks are comprised.

    Right now, it’s early to make a call on how Einstein Studio, and Salesforce’s Marketing and Commerce GPT tools will fare in the race to AI and in head-to-head competitive sales. As of now, reviews are scarce, likely because the technology is advancing far faster than enterprise teams can adequately adopt it. Philosophically, I’m positive on flexible AI model deployment strategy as each LLM and smaller language and foundational models bring different attributes. I see such flexibility as a competitive advantage in the long run. Nevertheless, the final story will be told in numbers. But undoubtedly AI is changing the way companies buy and consume software, and I believe that the pace of innovation will only get faster to the benefit of businesses and users everywhere. So, bring on the competition and keep the innovation coming!


    Salesforce CRM Review and Pricing

    Salesforce Editor’s Score: 9.5/10

    Pricing/value

    9.2

    Features

    9.7

    Customization, add-ons and integrations

    9.8

    Ease of use

    9.1

    Customer service

    9.5

    Why They Chose Salesforce as the Best CRM for Customization

    Salesforce is arguably the best-known CRM provider on the market. It has an established community and a well-earned reputation for being a leader in the customer relationship management field. While it was created to meet the needs of enterprises and large businesses, Salesforce has expanded its scope and now actively targets businesses of all sizes.

    Unlike more rigid competitors, Salesforce CRM provides countless personalization and customization options, giving businesses a high level of control over how the system looks and acts. They were particularly impressed by how Salesforce handles workflow automation and by its pioneering integration of AI in CRM customization.

    Notably, Salesforce was one of the first CRM platforms to open itself up to third-party developers, giving it more apps and customization options than any other provider. If Salesforce doesn’t have a built-in function you need, there’s almost certainly an app to compensate. If not, a developer can create and deploy a specific solution. 

    Salesforce CRM’s initial setup requires time and IT skills. Its learning curve is far steeper than those of many other CRM providers they reviewed. However, you’ll enjoy flexible CRM software guaranteed to accommodate all custom processes and meet the changing needs of your business. For all these reasons and more, Salesforce is their top CRM choice for customization.

    Salesforce CRM pipeline management

    Salesforce CRM’s pipeline management feature gives an overview of your sales opportunities. Source: Salesforce

    Salesforce may not be the best choice for businesses with less complex operational needs. If your SMB’s CRM needs are straightforward, check out their review of monday.com CRM to learn about a well-executed system designed for SMBs.

    What They Like About Salesforce CRM
  • The Salesforce CRM is highly customizable; with time, you can modify almost every element to fit your specific business needs.
  • The lowest-priced plan includes advanced features such as mass emails, marketing campaign management, a drag-and-drop app builder, and lead auto-assignment.
  • Salesforce has an immense selection of support materials, videos and tutorials, as well as a helpful online community.
  • What They Don’t Like About Salesforce CRM
  • Due to the sheer volume of customization and automation options, setting up the Salesforce CRM to match your business’s specific processes and needs can be time-consuming. It may require training for your in-house marketing team and administrators.
  • You must know CSS, HTML and other coding languages to customize specific elements within Salesforce.
  • Salesforce’s pricing model can be confusing; there’s a lack of clarity around add-ons, which can drive up costs.
  • Ease of Use

    Despite its complexities, Salesforce is surprisingly easy to implement and use. Here are some notable ease-of-use factors they discovered. 

  • Salesforce’s navigation process is straightforward. They like that Salesforce keeps the navigation process simple. The upper tab-style layout is typical across business and personal software, making it easy to grasp; categories like “Home,” “Contacts,” “Accounts,” “Leads,” “Tasks,” “Reports” and “Opportunities” need no explanation. You can get instant help from the question mark icon in one of the corners of the screen – a handy feature we’ve seen on many other CRM packages.
  • You can use Salesforce at a limited level out of the box. Because of its numerous features and customizations, setting up the Salesforce CRM takes more time and expertise than other solutions they reviewed. However, they appreciate that Salesforce’s smart default setup options help businesses use the CRM out of the box. You can gradually modify contact, opportunity, account, task and workflow elements as you explore the software’s full scope over time.
  • Salesforce doesn’t provide practice data. Note that you’ll need data to practice on during onboarding; Salesforce doesn’t supply this. To get practice data, you can duplicate and isolate existing data or use a service like Mockaroo to create dummy data.
  • Salesforce’s onboarding and support resources are robust. They were pleased to see that Salesforce offers a wealth of support materials, webinars and guides to facilitate the CRM implementation process and resolve usability issues. Its global Trailblazer community is also an excellent resource. Additionally, the vendor promises a two-day query response time.
  • Onboarding users and updating permissions is straightforward. While in-house administrators may need specific training, they appreciate that Salesforce provides excellent admin controls. Setting up various permissions based on groups or individual users is simple. This is notable because some CRMs allow only admin settings by group. Creating different displays and workflows for various departments and employees is also straightforward. If you have even moderate technical expertise and admin experience, you should have no trouble onboarding users, updating permissions or managing this CRM daily.
  • Salesforce visual dashboard

    Salesforce’s visual dashboards help your team pinpoint problems and work on solutions. Source: Salesforce

    Salesforce’s upper-tier plans give business owners access to live support, coaching sessions and adoption guidance for an additional fee. This may be useful if you’re considering switching CRM systems to Salesforce.

    Salesforce Features

    The Salesforce product boasts an impressive array of CRM features that make it one of the best on the market. Here are some of the most notable features that provide excellent CRM software benefits.

    Comprehensive Business Ecosystem

    We like that Salesforce’s business products seamlessly integrate. Businesses can grow with the Salesforce CRM and gradually adopt new features as needed. Additional Salesforce product categories include:

  • Sales Cloud
  • Service Cloud
  • Marketing Cloud
  • Commerce Cloud
  • Safety Cloud
  • Heroku (Heroku is an app development platform; read their Heroku review to learn more.)
  • Quip (a collaboration tool)
  • Salesforce Platform (with high-level development, customization, analytics and built-in AI)
  • You can use Salesforce’s impressive range of third-party apps to run many aspects of your company, from marketing to fulfillment. HR, data analytics, workforce collaboration and finance apps plug directly into Salesforce CRM. You can even add ERP apps to Salesforce to build a system close in function to the ERP platform described in their review of Oracle NetSuite CRM. 

    We also like how Salesforce’s AppExchange breaks down apps by industry. There are 12 sector-specific areas on AppExchange, including communications, financial services, manufacturing and professional services.

    Salesforce is a capable solution for companies that want to Strengthen customer service performance. Read their review of Salesforce Service Cloud to discover how it helps supervisors and teams manage ongoing customer relationships.

    Customization

    We were impressed by Salesforce CRM’s vast customization capabilities – an area where it truly stands out among the competition. While many CRMs they reviewed offer options for customizing deal and contact fields, email templates, and dashboards, Salesforce lets you do much more. 

    Here are some of their favorite customization options: 

  • Change how pages look and function. You can change how pages look and function to suit your specific needs. Use the CSS settings to adjust the spacing between page elements, colors and fonts. You can modify customer records to show just the lists, sections and fields you want particular co-workers to see, improving employee collaboration. 
  • Use object control to customize the system. The Salesforce CRM’s object control is superior to that of other CRMs they tested. Objects are “fields” within databases (like name, address, email, etc.). Salesforce makes it easy to add objects so you can record exactly the information you want on accounts, contacts and leads. You can set permissions on records and fields to determine who else can view and edit fields. You can even make objects actionable by adding buttons, actions, triggers and links to create processes for adding a new customer, provider or co-worker to the database.
  • Use the developer console to create custom apps. They really liked Salesforce’s developer console. Many businesses, particularly SMBs, won’t have in-house programmers but may use freelance developers to develop specific functions within Salesforce. Salesforce gives these developers a dev console where they can write, test and debug code for your custom applications. They found the inclusion of Apex triggers within the dev environment particularly helpful because it will shorten the development cycle in most instances. A developer sandbox and an app builder are included with every plan. 
  • Salesforce custom dashboard

    Sales managers can customize their dashboards with specific objects. Source: Salesforce

    Integrations and Add-ons

    We like that CRM users can build customizable systems and integrate their favorite business apps via the Salesforce AppExchange store. Other CRM software companies they reviewed have similar online stores for add-ons, but Salesforce’s is far more comprehensive, with thousands of available integrations. 

    The company makes it easy to search for add-ons based on the product name and view industry-specific product bundles. Because Salesforce is such a huge company, its industry-specific add-ons are expansive. There’s even a separate section for small business-specific add-ons, many of which are free.

    On the AppExchange, you’ll find five different solution categories:

  • Apps: Similar to mobile apps on Apple’s App Store or Google Play, AppExchange apps are direct, preprogrammed plug-ins that interact with Salesforce. You can customize most apps via their settings. Apps add new functions or Strengthen and augment existing functions on your platform.
  • Lightning Bolts: Lightning Bolts are prebuilt templates providing extra features to employees, partners, suppliers and anyone accessing your Salesforce CRM. Hundreds of Lightning Bolts have various use cases. For example, there are supply chain management bolts for suppliers, project management tools for employees and tools to access client account information. 
  • Flow solutions: Salesforce incorporates Flow Builder, a tool that simplifies workflow automation via a simple drag-and-drop approach. Flow solutions are prebuilt workflows or processes you can import directly into the Salesforce Flow development tool. 
  • Lightning data: These are customer tracking tools that can enrich customer and prospect data and keep them updated regularly. They saw four such tools during their review process.
  • Components: Components are reusable features you can deploy to build your own apps within Salesforce. There are nearly 300 free components and around 30 paid ones.
  • Salesforce is embracing the “low code” and “no code” trends with its Lightning App Builder and Salesforce Flow drag-and-drop tools. Read their HubSpot review to learn about another CRM with drag-and-drop functionality.

    Salesforce CRM AppExchange

    New apps are added to the AppExchange daily, further enhancing its appeal. Source: Salesforce

    Intuitive Productivity Tools

    We were pleased to see Salesforce’s intuitive productivity-boosting tools, particularly its built-in project management features. (Freshworks has similar tools; read their Freshworks CRM review to learn more.) Once implemented, sales and marketing departments – as well as managers – will find it easy to manage and build workflows, assign and follow tasks, and check off permissions. 

    Salesforce’s visual dashboards allow sales reps to check KPIs and track their progress toward quotas, facilitating productivity and accountability. They like that you can add meetings straight from the calendar tab and see an instant overview of your schedule. 

    Additional add-on productivity tools are available through the AppExchange.

    Artificial Intelligence

    Salesforce’s artificial intelligence (AI) strides impressed us with capabilities beyond those of the competitors they reviewed. Salesforce was a CRM-AI pioneer, launching its high-profile AI tool, Einstein, in 2016. Today, the company has picked up the pace amid breakthroughs in the generative large language model AIs (like ChatGPT and Bard) that power tools like Einstein. Einstein is available on Salesforce’s upper-tier plans or as a paid add-on.

    Einstein can do the following after gathering data from system use and user input: 

  • Help salespeople with call prompts
  • Handle web chats via the Service Bot chatbot
  • Recommend products to clients to facilitate upselling and cross-selling
  • Create excellent product presentations
  • Generate workflows to make companies more efficient 
  • Predict with a high degree of accuracy which deals will close
  • Deep dive into social media and present you with sentiment analysis about your brand
  • Help CEO decision-making with decision support systems that give advice based on live analytics 
  • Einstein, in its current form, is amazing, and they look forward to seeing its next iterations. They expect AI (and the solutions other CRM providers develop) to be integral to corporate life and CRM adoption in the coming years. We’re not awarding best use of AI in this round of CRM reviews; however, if they were, Salesforce would win.

    Einstein can flag emails in which leads express critical concerns that could prevent a deal from moving forward, allowing a sales rep to prioritize those messages and act fast to grow and sustain customer relationships.

    Salesforce Einstein tool

    Salesforce’s Einstein tool can help with sentiment analysis so you understand how your brand is perceived. Source: Salesforce

    Trailblazer Community

    Nearly every CRM vendor they reviewed has some form of an online community. However, Salesforce’s Trailblazer community is particularly impressive, replete with documentation invaluable for admins. You can find step-by-step guides on everything from creating custom CRM reports to turning on user notifications. 

    There’s also an extensive user-only forum for direct communication with other admins and CRM users and a comprehensive Trailhead learning platform with various product-related courses, upskilling opportunities and official certifications. 

    Salesforce Pricing

    You can purchase Salesforce’s Sales Cloud CRM via one of four subscription tiers:

  • Essentials
  • Professional
  • Enterprise
  • Unlimited
  • Unlike Salesforce competitors monday and HubSpot, there’s no free plan.

    Only Essentials is available on a month-to-month basis; all other plans require an annual contract. Bear in mind that annual contracts often require you to pay for the whole year upfront, which may not be ideal for some businesses.

    All costs below are applied when billed annually. All plans allow you to send 5,000 email marketing messages daily from the platform, which is much more generous than many other providers they reviewed. 

    Essentials

    Price: $25 per user per month; available for up to 10 users

    Features: Account, contact, lead, task and opportunity management; lead auto-assignment; prevention of duplicates; automatic capture of a  lead’s available web information; mass email; marketing campaigns; customizable reports and dashboards; email integration with Gmail and Outlook; and Salesforce mobile app

    Professional

    Price: $75 per user per month

    Features: Everything in the Essentials plan, plus pipeline management, lead registration, rules-based lead scoring, collaborative forecasting, a forecasting mobile app, quote and order management, roles and permissions, and a developer sandbox

    Enterprise

    Price: $150 per user per month

    Features: Everything in the Professional plan, plus workflow and approval automation, sales teams and territories, opportunity scoring, and advanced reporting

    Unlimited

    Price: $300 per user per month

    Features: Everything in the Enterprise plan, plus a sales engagement hub, AI-powered sales insights with Einstein, sales cadences and 24/7 support

    Other Charges

    Salesforce is pricey compared to other CRM solutions they reviewed. It’s a massive product with many add-ons and customizations; the subscription costs listed here should be considered jumping-off points. 

    You can spend considerably more on Salesforce. For example, CPQ & Billing, which allows you to quickly configure, price and quote complex solutions, costs $75 per user per month. Other add-ons include Pardot, Quip, Einstein AI and Sales Dialer – all sold separately. There are additional costs if you opt for training or help with implementation.

    Many other SaaS products offer free versions and low-cost, entry-level subscriptions that can be used indefinitely. While $25 per user per month isn’t exorbitant, it’s not a realistic long-term option for most small businesses because only 10 users are supported at that level. The next plan jumps to $75 per user per month – significantly more expensive than the competition. 

    We recommend taking advantage of Salesforce’s 14-day free trial to ensure this CRM is worth the investment.

    Onboarding and Implementation

    Implementing CRM software always takes care and patience. But due to its breadth of customization options, Salesforce CRM’s implementation process can vary drastically, taking anywhere from a few days to several weeks. While that may seem alarming, users will quickly see that this CRM is worth the effort once it is set up.

    Salesforce and third-party agencies can manage your initial implementation and launch for you. Still, this help comes at a cost, depending on your company size, number of employees, data volume and complexity, third-party integrations, and customization level.

    Fortunately, you don’t necessarily have to create a complex solution immediately. You can use the software out of the box and modify it as your business needs evolve. Thanks to the Salesforce CRM’s intuitive design and overall sophistication, the learning curve isn’t steep for non-admin users after implementation.

    In addition to a vast library of training materials, Salesforce offers adoption guidance and coaching services for an extra cost. That may be worth it for business owners concerned about setting up the CRM and onboarding users.

    Use the Data Import Wizard from the Setup menu to import up to 50,000 standard objects – like contact, lead and account information – from a CSV file.

    Customer Service

    While Salesforce is a market leader in CRM technology, integrations and capabilities, they found that it falls short in the customer service department. When they reached out for information about the company’s services, the response was delayed.

    When they did communicate with customer support reps, they were very helpful and used real-life situations to explain the product’s features and answer questions about the program. They were very clear and offered several solutions to help further their understanding. However, compared to other providers they called, their answers could have been more detailed.

    Unfortunately, Salesforce has a C-minus rating with the Better Business Bureau (BBB) and isn’t an accredited BBB business. It earned 1 out of 5 stars and closed 55 complaints within the last three years. That’s disappointing and surprising for a company that’s so well regarded in the industry. 

    On the plus side, Salesforce provides an extensive selection of self-guided resources, access to the Trailblazer community and basic technical support. Additionally, its Unlimited package comes with 24/7 assistance. 

    For an additional fee of 30 percent of your total monthly service fees, users can access 24/7 phone support, expert coaching and a dedicated account manager.

    Limitations 

    Salesforce CRM is an excellent solution; however, they did identify some limitations: 

  • Customizations can be complex. Salesforce’s biggest strength – its customization capabilities – is also a potential downside. Setting up a fully customized CRM tailored to your business’s specific sales funnel, structure and workflows requires time and, ideally, a dedicated IT team. Entrepreneurs and smaller companies might be better off with an easy-to-use yet still customizable solution like Zoho. (Learn more in our detailed Zoho CRM review.)
  • Salesforce requires technical knowledge. Most of the Salesforce CRM’s customizable elements require some basic technical knowledge of CSS and HTML. This is slowly improving since the introduction of the Lightning App Builder and Salesforce Flow tools. For example, the Lightning Email Templates use a more interactive drag-and-drop functionality, similar to some rival CRMs they reviewed. Salesforce is getting simpler and more intuitive over time. However, it’s not there yet. 
  • Pricing can be challenging to understand. Due to the number of available add-ons and platforms, it can be difficult to estimate the final price of your desired CRM solution. However, Salesforce’s sales and support teams are happy to provide a unique quote for your business.
  • Methodology

    When evaluating the best CRM software, they conducted extensive comparative research of dozens of software solutions in the category. Their product review process was designed to help you find the right CRM for your business. It included customer support team communication, trials to evaluate product functionality, and an evaluation of each provider’s tutorials, webinars and support materials. They also took pricing into consideration. When looking for the best CRM for customizability specifically, they examined customization options, available integrations, reporting and analytics, and sales automation.

    Salesforce FAQ Is Salesforce easy to learn?

    Though the Salesforce system has an extensive collection of CRM features and add-ons, its intuitive design and standard CRM lingo make it easy to learn. The vendor also provides various training materials and courses on Trailhead, the company’s free online learning platform, to get you started.

    Can I use Salesforce for free?

    Salesforce doesn’t have a free plan; its pricing starts at $25 per user per month. However, the company offers a 14-day free trial so you can assess whether it’s a good fit for your business. 

    Bottom Line

    We recommend Salesforce CRM for …

  • Businesses that need a flexible and highly customizable CRM solution.
  • Companies that want access to a large collection of integrations and add-ons to suit their processes and industries.
  • Businesses looking for a CRM that can expand with their evolving needs.
  • We don’t recommend Salesforce CRM for …

  • Businesses that want a free CRM solution or advanced CRM functionality at an affordable price.
  • Entrepreneurs and small businesses with limited IT resources.
  • Companies that need a straightforward CRM system that works right out of the box and is easy to customize with no technical skills required.
  • Nadia Reckmann contributed to this article. 


     


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    Warum sind Cyberrisiken so schwer greifbar?

    Als mehr oder weniger neuartiges Phänomen stellen Cyberrisiken Unternehmen und Versicherer vor besondere Herausforderungen. Nicht nur die neuen Schadenszenarien sind abstrakter oder noch nicht bekannt. Häufig sind immaterielle Werte durch Cyberrisiken in Gefahr. Diese wertvollen Vermögensgegenstände sind schwer bewertbar.

    Obwohl die Gefahr durchaus wahrgenommen wird, unterschätzen viele Firmen ihr eigenes Risiko. Dies liegt unter anderem auch an den Veröffentlichungen zu Cyberrisiken. In der Presse finden sich unzählige Berichte von Cyberattacken auf namhafte und große Unternehmen. Den Weg in die Presse finden eben nur die spektakulären Fälle. Die dort genannten Schadenszenarien werden dann für das eigene Unternehmen als unrealistisch eingestuft. Die für die KMU nicht minder gefährlichen Cyber­attacken werden nur selten publiziert.

    Aufgrund der fehlenden öffentlichen Meldungen von Sicherheitsvorfällen an Sicherheitsbehörden und wegen der fehlenden Presseberichte fällt es schwer, Fakten und Zahlen zur Risikolage zu erheben. Aber ohne diese Grundlage fällt es schwer, in entsprechende Sicherheitsmaßnahmen zu investieren.

    Erklärungsleitfaden anhand eines Ursache-Wirkungs-Modells

    Häufig nähert man sich dem Thema Cyberrisiko anlass- oder eventbezogen, also wenn sich neue Schaden­szenarien wie die weltweite WannaCry-Attacke entwickeln. Häufig wird auch akteursgebunden beleuchtet, wer Angreifer oder Opfer sein kann. Dadurch begrenzt man sich bei dem Thema häufig zu sehr nur auf die Cyberkriminalität. Um dem Thema Cyberrisiko jedoch gerecht zu werden, müssen auch weitere Ursachen hinzugezogen werden.

    Mit einer Kategorisierung kann das Thema ganzheitlich und nachvollziehbar strukturiert werden. Ebenso hilft eine solche Kategorisierung dabei, eine Abgrenzung vorzunehmen, für welche Gefahren Versicherungsschutz über eine etwaige Cyberversicherung besteht und für welche nicht.

    Die Ursachen sind dabei die Risiken, während finanzielle bzw. nicht finanzielle Verluste die Wirkungen sind. Cyberrisiken werden demnach in zwei Hauptursachen eingeteilt. Auf der einen Seite sind die nicht kriminellen Ursachen und auf der anderen Seite die kriminellen Ursachen zu nennen. Beide Ursachen können dabei in drei Untergruppen unterteilt werden.

    Nicht kriminelle Ursachen

    Höhere Gewalt

    Häufig hat man bei dem Thema Cyberrisiko nur die kriminellen Ursachen vor Augen. Aber auch höhere Gewalt kann zu einem empfindlichen Datenverlust führen oder zumindest die Verfügbarkeit von Daten einschränken, indem Rechenzentren durch Naturkatastrophen wie beispielsweise Überschwemmungen oder Erdbeben zerstört werden. Ebenso sind Stromausfälle denkbar.

    Menschliches Versagen/Fehlverhalten

    Als Cyberrisiken sind auch unbeabsichtigtes und menschliches Fehlverhalten denkbar. Hierunter könnte das versehentliche Veröffentlichen von sensiblen Informationen fallen. Möglich sind eine falsche Adressierung, Wahl einer falschen Faxnummer oder das Hochladen sensibler Daten auf einen öffentlichen Bereich der Homepage.

    Technisches Versagen

    Auch Hardwaredefekte können zu einem herben Datenverlust führen. Neben einem Überhitzen von Rechnern sind Kurzschlüsse in Systemtechnik oder sogenannte Headcrashes von Festplatten denkbare Szenarien.

    Kriminelle Ursachen

    Hackerangriffe

    Hackerangriffe oder Cyberattacken sind in der Regel die Szenarien, die die Presse dominieren. Häufig wird von spektakulären Datendiebstählen auf große Firmen oder von weltweiten Angriffen mit sogenannten Kryptotrojanern berichtet. Opfer kann am Ende aber jeder werden. Ziele, Methoden und auch das Interesse sind vielfältig. Neben dem finanziellen Interesse können Hackerangriffe auch zur Spionage oder Sabotage eingesetzt werden. Mögliche Hackermethoden sind unter anderem: Social Engineering, Trojaner, DoS-Attacken oder Viren.

    Physischer Angriff

    Die Zielsetzung eines physischen Angriffs ist ähnlich dem eines Hacker­angriffs. Dabei wird nicht auf die Tools eines Hackerangriffs zurückgegriffen, sondern durch das physische Eindringen in Unternehmensgebäude das Ziel erreicht. Häufig sind es Mitarbeiter, die vertrauliche Informationen stehlen, da sie bereits den notwendigen Zugang zu den Daten besitzen.

    Erpressung

    Obwohl die Erpressung aufgrund der eingesetzten Methoden auch als Hacker­angriff gewertet werden könnte, ergibt eine Differenzierung Sinn. Erpressungsfälle durch Kryptotrojaner sind eines der häufigsten Schadenszenarien für kleinere und mittelständische Unternehmen. Außerdem sind auch Erpressungsfälle denkbar, bei denen sensible Daten gestohlen wurden und ein Lösegeld gefordert wird, damit sie nicht veröffentlicht oder weiterverkauft werden.

    Ihre Cyberversicherung sollte zumindet folgende Schäden abdecken:

    Cyber-Kosten:

    • Soforthilfe und Forensik-Kosten (Kosten der Ursachenermittlung, Benachrichtigungskosten und Callcenter-Leistung)
    • Krisenkommunikation / PR-Maßnahmen
    • Systemverbesserungen nach einer Cyber-Attacke
    • Aufwendungen vor Eintritt des Versicherungsfalls

    Cyber-Drittschäden (Haftpflicht):

    • Befriedigung oder Abwehr von Ansprüchen Dritter
    • Rechtswidrige elektronische Kommunikation
    • Ansprüche der E-Payment-Serviceprovider
    • Vertragsstrafe wegen der Verletzung von Geheimhaltungspflichten und Datenschutzvereinbarungen
    • Vertragliche Schadenersatzansprüche
    • Vertragliche Haftpflicht bei Datenverarbeitung durch Dritte
    • Rechtsverteidigungskosten

    Cyber-Eigenschäden:

    • Betriebsunterbrechung
    • Betriebsunterbrechung durch Ausfall von Dienstleister (optional)
    • Mehrkosten
    • Wiederherstellung von Daten (auch Entfernen der Schadsoftware)
    • Cyber-Diebstahl: elektronischer Zahlungsverkehr, fehlerhafter Versand von Waren, Telefon-Mehrkosten/erhöhte Nutzungsentgelte
    • Cyber-Erpressung
    • Entschädigung mit Strafcharakter/Bußgeld
    • Ersatz-IT-Hardware
    • Cyber-Betrug