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Course Outline
Introduction to Salesforce for End Users
Overview of Salesforce Features and Concepts
- Customer relationship management (CRM) concepts
- User interface and navigation
- Terminology
Setting up a Salesforce Account
- Setting up a Salesforce account
- Customizing Salesforce
- Personal settings
Getting Started with Salesforce
- Record management
- Tracking interactions (overview, tasks, events, and emails)
- List views and reports
- Collaboration with Chatter
Managing Marketing and Leads in Salesforce
- Lead management
- Corresponding with leads
- Using Salesforce for marketing campaigns
Tracking Sales Records and Accounts
- Accounts in Salesforce
- Team-based selling
- Tracking account records activities
- Contact records management
- Opportunity records management
- Salesforce Content for sales reps
- Campaign return on investment (ROI) analysis
Providing Support Using Salesforce Serve Cloud
- Case records in Salesforce
- Service Cloud basics
- Managing cases (creating, updating, closing)
- Salesforce Service Console
- Setting up queues
- Case automation
Monitoring and Reporting with Salesforce
- Common types of reports
- Creating and customizing reports
- Report scheduling and automation
- Dashboards and dashboard components
- Creating and customizing dashboards
- Dashboard scheduling and automation
Using the Salesforce Mobile App
- Download and installation
- User interface and navigation
- Performing common functions (marketing, sales, and service)
Exploring Advanced Salesforce Topics
- Connecting Salesforce to social networks
- Importing accounts and contacts
- Managing a sales team with Salesforce
- Productivity tips and best practices
Troubleshooting
Summary and Conclusion
Requirements
- Experience in sales, marketing, or customer support
- A general understanding of customer relationship management and operations
Audience
- Marketing staff
- Sales staff
- Customer service representatives
7 Hours
Delivery Options
Private Group Training
Our identity is rooted in delivering exactly what our clients need.
- Pre-course call with your trainer
- Customisation of the learning experience to achieve your goals -
- Bespoke outlines
- Practical hands-on exercises containing data / scenarios recognisable to the learners
- Training scheduled on a date of your choice
- Delivered online, onsite/classroom or hybrid by experts sharing real world experience
Private Group Prices RRP from €2280 online delivery, based on a group of 2 delegates, €720 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.
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Public Training
Please see our public courses
