CUSTOMER RELATIONSHIP MANAGEMENT (CRM) USING SALESFORCE

Course outline

Description

Salesforce is cloud-based CRM software (What is CRM?). It makes it easier for companies to find more prospects, close more deals, and connect with customers in a whole new way, so they can provide them with amazing service at scale. IT brings together all your data, from any source. Customer 360, our complete suite of products, unites your sales, service, marketing, commerce, and IT teams with a single,
shared view of customer information. With artificial intelligence integrated across all products, Salesforce helps everyone in your company work more productively and better deliver the personalized experiences customers love.

Course Objectives

• Understanding of Salesforce architecture and knowledge of the Platform.
• Unique feature of Salesforce Customer Relationship Management.
• Customer Relationship Management Customization Procedure.
• Helps Businesses keep track of Customer interactions and Sales data.
• Analyze Your Data with Reports and Dashboards.

Duration: 8 hours

Pre-Requisites:
Overview of Cloud Computing
Overview of CRM (Customer Relationship Management)
Refer Salesforce documentation

Session 1 (4 hours)

Cloud Computing Fundamentals:
• Basics of Cloud Computing?
• Cloud Services
• Benefits of Cloud

CRM Foundation:
• CRM Basics, Uses and Benefits
• Different types of CRM
• Business Scenarios

Introduction
• What is Salesforce?
• Products and services
• Creating and setting up Account

Creating Sample App, Tab and Object with Live Project:
• Working with Application, Tabs, Forms, Links in Salesforce
• Understanding Object and Field. Comparing Object with Database Table
• Difference between Standard & Custom Objects
• Use of Standard Applications in Salesforce
• Create a Sample Recruiting / Warehouse App
• How to Change Logo of the application

Session 2 (4 hours)

Introduction to Reports and Dashboard:
• Analysing Data with Reports and Dashboards
• Introducing Reports: Tabular, Summary, Matrix, Joined Report etc
• Introducing Dashboards, Components of Dashboards
• Generating different types Dashboard
• Set running/logged in User for Dashboard
• Sharing & Security of Reports

Sales Application in Salesforce:
• What is Sales Application in Salesforce, Complete Sales Life Cycle
• Relationship between Account, Opportunities and contact etc.
• Lead Conversion Process

Service Application in Salesforce:
• What is Service application in Salesforce
• Complete Service Life Cycle
• Relationship between -> Case and Account.
• Lightning Knowledge

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