Building strong relationships with your customers is the key to sales success. The Salesforce® customer relationship management (CRM) system enables you to manage your customer relationships more effectively and efficiently—resulting in greater sales to new and existing customers. This course will give you the knowledge and skills you need to use Salesforce in the real world—ultimately enabling you to meet and exceed your sales targets.
Audience:
This course is designed for sales representatives who are managing their sales territories, with the goal of converting sales leads into sales opportunities and sales opportunities into closed sales. Students may be selling products or services. Students may or may not be familiar with other CRM systems and may be new to Salesforce CRM™.
Prerequisites:
To ensure your success in this course, you should have a basic understanding of sales processes and techniques. You should also have basic end-user skills with computers and the Internet, and some experience with using cloud-based applications. You can obtain this level of skills and knowledge by taking the following courses:
- Using Microsoft® Windows® 10 or Microsoft® Windows® 10: Transition from Windows 7
- Microsoft® Office 365™: Web Apps (with Skype for Business)
Objectives
In this course, you will create and manage records in the trial version of Salesforce Sales Cloud Lightning Enterprise Edition.
You will:
- create a basic Salesforce Sales Cloud environment and navigate the interface.
- Optimize lead qualification.
- Manage accounts and contacts.
- Manage the opportunity pipeline.
- Use Salesforce email.
- Work with reports and dashboards.
Course duration:
1 day
Course-specific Technical Requirements
Hardware
For this course, you will need one computer for each student and one for the instructor. Salesforce CRM is an online application that can run on almost any computer.
- Internet access is required.
- A screen resolution of 1024 x 768 is required to support all Salesforce features. Lower screen resolutions don’t always properly display features such as the Report Builder.
Software
Supported browsers for Salesforce depend on what UI is being used. To be able to present concepts for and use Lightning Experience during class, you will need to provide one of the following browsers and note the specified restrictions or configuration recommendations:
- Microsoft® Internet Explorer® 11
There are some restrictions associated with using Internet Explorer 11; see the Supported Browsers for Lightning Experience section of the Spring '16 Release Notes. For additional configuration recommendations, see the Configuring Internet Explorer section of the Salesforce Help documentation.
- Microsoft® Edge™
There are some restrictions associated with using Microsoft Edge on Windows 10; see the Supported Browsers for Lightning Experience section of the Spring '16 Release Notes.
- Apple® Safari® 8.x on Mac OS X
There are no additional configuration recommendations for Safari on OS X. However, Safari is not supported for Salesforce CRM Call Center built with CTI Toolkit versions earlier than 4.0 or for Salesforce Wave Analytics.
- Most recent stable version of Mozilla® Firefox®
Salesforce.com makes every effort to test and support the most recent version of Firefox. For configuration recommendation, see the Configuring Firefox section in the Salesforce Help documentation.
- Most recent stable version of Google Chrome™
Google Chrome applies updates automatically. Salesforce.com makes every effort to test and support the most recent version. There are no additional configuration recommendations for Google Chrome.
This course was developed and tested using Google Chrome.
-
Latest stable version of Google Chromium™
The latest stable version of Google Chromium™ is supported. There are no additional configuration recommendations for Google Chromium.
If you use older versions of any of these browsers, the activities designed for the Lightning Experience UI might not be keyable.
For all browsers:
- Enable JavaScript, cookies, and TLS 1.2.
- Allow pop-ups from secure sites.
- For Mac OS X users on Apple Safari or Google Chrome, make sure that the OS X system setting Show scroll bars is set to Always.
- Some third-party web browser plug-ins and extensions can interfere with Chatter functionality. If you experience malfunctions or inconsistent behavior with Chatter, disable the web browser's plug-ins and extensions and try again.
If you want to display the printable versions of reports in the Working with Reports and Dashboards lesson, you will need to install Microsoft Office Excel or another electronic spreadsheet program that can open . xls files.
Course outline:
Lesson 1: Getting Started with Salesforce
Topic A: Set Up a Trial Version of Salesforce Sales Cloud Enterprise Edition
Topic B: Navigate the Salesforce Lightning Experience Interface
Topic C: Navigate in the Salesforce Classic Interface
Lesson 2: Optimizing Lead Qualification
Topic A: View Leads
Topic B: Manage Leads
Topic C: Work Leads
Topic D: Convert Leads
Lesson 3: Managing Accounts and Contacts
Topic A: Manage Accounts
Topic B: Manage Contacts
Lesson 4: Managing the Opportunity Pipeline
Topic A: Manage Opportunities
Topic B: Work Opportunities
Topic C: Close Opportunities
Lesson 5: Using Salesforce Email
Topic A: Use Salesforce Email in Salesforce Classic
Topic B: Use Salesforce Email in Salesforce Lightning Experience
Lesson 6: Working with Reports and Dashboards
Topic A: View Reports and Dashboards
Topic B: Create and Edit Reports and Dashboards
Appendix A: Extending Salesforce with AppExchange
