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FutureLearn

CRM Fundamentals and Practice: Salesforce Automation and Best Practice

via FutureLearn

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Overview

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Strengthen your CRM skills to improve customer experience

It is recommended you take the Introduction to Salesforce course to learn the fundamentals before taking this course.

Customer relationship management (CRM) has become an increasingly important skill for modern organisations seeking to gain a competitive advantage.

With competition continually growing more intense, providing great customer experience (CX) is crucial to stand out from the crowd.

This four-week course will help you develop advanced Salesforce skills to streamline your work. You’ll learn how to use Salesforce automation for better workflows and efficiency, and create support processes. You’ll also explore CRM best practice with Salesforce experts.

Discover how to use Salesforce automation to improve customer experience

You’ll learn how to use Salesforce automation to make your processes and workflows more effective. By using this functionality, you can improve customer experience and success by automatically triggering certain actions in specific contexts.You’ll also learn to create support processes in Salesforce to further enhance your CX.

Explore CRM best practice with Salesforce experts

This course also explores CRM best practice. These insights will help make sure that you are able to work effectively and get the most out of your system. These CRM best practices will also help you to ensure that your customer experience strategy is ethical and responsible.

This course has been designed in collaboration with Salesforce , to improve your CRM skills. With over 150,000 customers and a 19% global market share, Salesforce is the world’s most popular CRM system. It is particularly popular with Fortune 500 companies, no fewer than 83% of which use Salesforce.

This course is aimed at professionals seeking to improve customer experience and success through using CRM systems. It would be suitable for early-career professionals, those looking to move to CRM roles, or biz dev, product, or marketing professionals.

Want to build on the skills you learn on this course? This course, from the same provider, will help develop your knowledge further:

  • CRM Fundamentals and Practice: Salesforce Reports, Objects, and Data Management

During the course, you’ll be using the Salesforce Trailblazer platform.

Syllabus

  • Introduction to the course and workflow and process automation
    • Welcome to the course
    • Workflow and process automation
    • Wrap up
  • Service and support management
    • Introduction
    • Service and support management
    • AppExchange
    • Wrap up
  • Best practices
    • Introduction
    • Best practices for CRM success
    • Enhanced administration skills
    • Wrap up
  • Certification preparation and course wrap up
    • Introduction
    • Certification preparation
    • Wrap up

Taught by

Laura Zuluaga

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