CS 810.A - Customer Relationship Management for Business
Course Description
Introduces you to the use cases of customer relationship management (CRM) systems, specifically Salesforce, and how end-users on sales teams leverage Salesforce’s Sales Cloud Lightning tool. Learn how sales team members like Sales Development Representatives, Account Managers, Sales Managers, and Customer Service Managers use the tool, in the process of building a foundational understanding of Sales Cloud--Salesforce’s most widely used product. Learn how information is stored in Salesforce, like:
- accounts
- contacts
- records
- leads
- opportunities
Gain practical skills working with Sales Cloud in a sales capacity by updating information according to the sales process, creating basic reports and dashboards for forecasting projections, and understanding how standard user profiles and permissions work.
Learner Outcomes
- Articulate and demonstrate how CRM works in the context of sales, marketing, and service in modern businesses.
- Import data into Salesforce, and manage communication with contacts and qualification of leads.
- Demonstrate proficiency using Salesforce Sales Cloud Lightning by managing accounts, opportunities, products, quotes, and contracts.
- Understand and properly perform service/support agent processes using the Salesforce Case Management and Knowledge features.
- Build reports, charts, and dashboards to communicate relevant information about sales performance to stakeholders and executives.