Salesforce for End Users

• Experience in sales, marketing, or customer support
• A general understanding of customer relationship management and operations

Audience

• Marketing staff
• Sales staff
• Customer service representatives

Salesforce.com (SFDC) or Salesforce is a cloud-based customer relationship management (CRM) service that provides collaboration, customer service, marketing management, accounts management, and reporting and analytics solutions for businesses. Salesforce helps organizations streamline their sales, marketing, and customer service operations.

This instructor-led, live training (online or onsite) is aimed at marketing staff, sales staff, and customer service representatives who wish to use set up, manage, and monitor Salesforce and its capabilities to serve their customers better.

By the end of this training, participants will be able to:

• Set up their Salesforce account to manage profile, track activities, customize views and layout, and personalize settings.
• Use Salesforce features and tools to attract, attain, and service existing and potential customers.
• Create reports and dashboards to generate useful analytics and insights for the business.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

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