Reports, Dashboards, and Customer Success in Salesforce
The fourth course in the Salesforce Sales Operations Professional Certificate — Reports, Dashboards, and Customer Success in Salesforce — is for anyone who is curious about entry level sales roles that require foundational skills in Salesforce, the sales operations specialist role specifically, how to use tools in Salesforce to improve customer service at a business, how to leverage data in Salesforce to improve the overall performance of a sales team, and the path to becoming a Salesforce administrator. This fourth course goes into more depth on how a sales operations specialist would use Sa
Monthly Subscription Starting at AED 99 + VAT
- Level Foundation
- Duration 31 hours
- Course by Salesforce
-
Offered by
About
The fourth course in the Salesforce Sales Operations Professional Certificate — Reports, Dashboards, and Customer Success in Salesforce — is for anyone who is curious about entry level sales roles that require foundational skills in Salesforce, the sales operations specialist role specifically, how to use tools in Salesforce to improve customer service at a business, how to leverage data in Salesforce to improve the overall performance of a sales team, and the path to becoming a Salesforce administrator. This fourth course goes into more depth on how a sales operations specialist would use Salesforce Service Cloud to support a variety of different customer service needs. You will learn the basics of effective customer support, and you will leverage a variety of new tools available in the Salesforce Service Cloud to effectively manage customer relationships. This course also goes into more depth on how a sales ops specialist would use Salesforce Reports and Dashboards to support a variety of needs from a sales team manager to track, improve, and forecast the overall performance of a sales team. You will learn how to use filters to produce custom reports in Salesforce, and then discover how to visualize that data effectively through the use of charts and dashboards. For this course, it is recommended (but not required) that you have some background knowledge of sales and CRM, as well as an understanding of the basics of Salesforce platform navigation. If you're a total beginner with these concepts, you can still be successful in this course — however, it might require some additional work on your part. By enrolling in this course, you are taking the next step to kickstarting your career in Salesforce. Congratulations on continuing this exciting journey!Modules
Introduction to the Course and Job Role
-
2
Videos
-
5
Readings
-
1
Discussion
1
Discussions
- Meet and Greet
2
Videos
- Introduction to the Course
- The Sales Operations Specialist Role
5
Readings
- What is Pathstream?
- Reports, Dashboards, and Customer Success in Salesforce Syllabus
- How to Be Successful in this Course
- How to Use Discussion Forums
- Get to Know Your Classmates
Using Salesforce in this Course
-
1
Videos
-
3
Readings
1
Videos
- Salesforce Updates and Customization
3
Readings
- A Note on Using Salesforce in this Course
- Create a Trailhead Account and Playground
- A Note About Software Updates
The Life of a Customer Success Manager
-
2
Videos
-
3
Readings
-
1
Assignment
1
Assignment
- CSM Responsibilties
2
Videos
- Week 1 Introduction
- Everyday Tasks of a Customer Success Manager
3
Readings
- Why the Service Side of Sales Matters
- Customer Success Managers and the Sales Process
- The Responsibilities of a Customer Success Manager
Salesforce for Customer Success Managers
-
3
Readings
-
1
Discussion
-
2
Assignment
2
Assignment
- Salesforce Service Cloud
- Customer Success Managers
1
Discussions
- A Day in the Life of a Customer Success Manager
3
Readings
- Service Cloud Overview
- Begin Your Salesforce Service Cloud Journey
- Week 1 Recap
Working with Cases in the Service Cloud
-
1
Videos
-
3
Readings
-
1
Lab
-
1
Assignment
1
Assignment
- Salesforce Cases
1
Labs
- Guided Project: Working with Cases
1
Videos
- Week 2 Introduction
3
Readings
- Why Service Cases Matter
- Guided Project Pre-Reading
- Salesforce Review
Knowledge Basics and The Service Console
-
5
Readings
-
1
Discussion
-
1
Lab
-
1
Assignment
1
Assignment
- Leveraging Knowledge and the Service Console
1
Discussions
- Sales Process Review
1
Labs
- Guided Project: Working with Knowledge
5
Readings
- Knowledge Basics for Lightning Experience
- Guided Project Pre-Reading
- Salesforce Review
- Working with the Service Console
- Week 2 Recap
Independent Project: Use Salesforce to Support Customers
-
4
Readings
-
1
Assignment
1
Assignment
- Salesforce Cases, Knowledge and the Service Console
4
Readings
- Project Summary and Requirements
- Set Up Your Developer Edition Org and Connect to Trailhead
- What If I Didn't Complete the Independent Project in the Previous Course?
- Project Instructions
The Life of a Sales Manager
-
2
Videos
-
2
Readings
-
1
Assignment
1
Assignment
- Life of a Sales Manager
2
Videos
- Week 3 Introduction
- The Responsibilities of a Sales Manager
2
Readings
- Why Utilizing Reports in Salesforce Matters
- The Life of a Sales Manager
Salesforce for Sales Managers
-
2
Videos
-
2
Readings
-
1
Discussion
-
1
Assignment
1
Assignment
- Salesforce for Sales Managers
1
Discussions
- Reflecting on a Sales Manager's Journey
2
Videos
- Going from Request to Report
- Sales Team Members and the Sales Process: A Review
2
Readings
- Salesforce for Sales Managers
- The Value of Reports
Understanding Reports
-
4
Readings
-
1
Assignment
1
Assignment
- Understanding Reports
4
Readings
- Why Understanding Reports Matters
- Report Types
- Applying Filters
- Selecting a Report Format
Building Reports
-
4
Readings
-
2
Assignment
2
Assignment
- Building Reports
- Supporting Sales Managers with Reports
4
Readings
- Why Practicing Strategically Matters
- Building Reports in Lightning Experience
- Customizing Reports
- Week 3 Recap
Using Charts
-
1
Videos
-
4
Readings
-
1
Lab
-
1
Assignment
1
Assignment
- Using Charts
1
Labs
- Guided Project: Building Charts
1
Videos
- Week 4 Introduction
4
Readings
- Why Charts Matter
- Chart Basics
- Guided Project Pre-Reading
- Salesforce Review
Using Dashboards
-
5
Readings
-
1
Discussion
-
1
Lab
-
1
Assignment
1
Assignment
- Using Dashboards
1
Discussions
- Life Dashboards
1
Labs
- Guided Project: Building Dashboards
5
Readings
- Dashboard Basics
- Guided Project Pre-Reading
- Salesforce Review
- Create Reports and Dashboards for Sales and Marketing Managers
- Week 4 Recap
Independent Project: Use Salesforce to Create Reports and Dashboards
-
2
Readings
-
1
Assignment
1
Assignment
- Charts and Dashboards
2
Readings
- Project Summary and Requirements
- Project Instructions
Career Support
-
3
Readings
3
Readings
- Career Support Information
- Preparing for the Job Search
- Starting the Job Search
Course and Certificate Wrap Up
-
2
Videos
-
1
Readings
-
1
Discussion
1
Discussions
- Your Learning Journey
2
Videos
- Course and Certificate Recap
- Congratulations!
1
Readings
- Want to Become a Salesforce Administrator?
Auto Summary
Dive into the essential skills needed for entry-level sales roles with the "Reports, Dashboards, and Customer Success in Salesforce" course. This foundational course, part of the Salesforce Sales Operations Professional Certificate, is perfect for those interested in sales operations and customer service using Salesforce tools. Led by Coursera, this 1860-minute course covers effective customer support, managing customer relationships, and utilizing Salesforce Reports and Dashboards to enhance sales team performance. Suitable for beginners with some CRM knowledge, it offers Starter and Professional subscription options. Kickstart your Salesforce career today!
Angela Prakash
Anthony Jones