CUSTOMER RELATIONSHIP MANAGEMENT (CRM) USING SALESFORCE
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
Bookings
