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CRM Fundamentals and Practice: Introduction to Salesforce

Begin to understand how to use Salesforce CRM software to generate customer insights, in this introductory course.

CRM Fundamentals and Practice: Introduction to Salesforce
  • Duration

    4 weeks
  • Weekly study

    4 hours
  • 100% online

    Learn at your own paceHow it works
  • Included in an ExpertTrack

    Course 1 of 3
  • Get full ExpertTrack access

    $39/monthFind out more

Do you want to build better relationships with your customers? You will need the right tools and insights to do that - strong CRM skills allow you to analyse and improve customer experience across a range of platforms. Providing these clients with great customer experience is the key to closing sales, and inspiring customer loyalty.

CRM is critical for modern organisations seeking to gain a competitive edge. That’s why the industry was worth $50 billion in 2019 and is one of the fastest-growing software types.

Learn fundamental CRM skills

In this insightful course, you will begin to learn how to use Salesforce CRM software to better understand your customers. You’ll learn how to improve customer experience, and how to use CRM data to power data-driven decision making. Ultimately, you will be able to design and execute a winning customer experience strategy for your organisation with your new CRM skills.

Begin to learn how to use Salesforce to improve customer experience

CRM systems likes Salesforce are designed to help you manage customer relationships effectively and efficiently. These platforms provide customer data, giving you a joined-up view of each customer and your organisation’s history with them.

Alongside simple customer relationship management, customer data generated from CRM systems can be used to improve customer experience more widely. In the age of analytics and big data, data-driven decision-making processes are key to gaining a competitive advantage.

This course has been designed in collaboration with Salesforce, the world’s most popular CRM software solution, with a 19% market share. It counts over 150,000 customers, including 83% of Fortune 500 companies.

Syllabus

  • Week 1

    Introduction to the course and Salesforce

    • Welcome to the course

      Introduction to the course and Week 1

    • Administrator fundamentals and the Salesforce ecosystem

      From startups to global corporations, CRM platforms have fast become the key to delivering successful sales and marketing efforts, and Salesforce’s enterprise solutions are leading the way.

    • Wrap-up

      To complete the week, let’s discuss and recap the learning outcomes for the week.

  • Week 2

    Organisational setup

    • Introduction

      Introduction to Week 2

    • Organisational setup

      You’ll learn how to describe Salesforce terminology, navigate your organization’s dashboard, set up a company profile and configure users, tasks, calendars, and other customisable components.

    • Collaboration on Chatter

      You’ll learn how to enable and administer Chatter settings and features in your Salesforce organisation.

    • Wrap-up

      To complete the week, let’s discuss and recap the learning outcomes for the week.

  • Week 3

    Admin and user setup

    • Introduction

      Introduction to Week 3

    • Mobile administration

      You'll learn how to describe the capabilities of the Salesforce mobile app, integrate Salesforce with your users’ emails, and use both Mobile Publisher and Lightning App Builder.

    • User setup

      You’ll learn how to configure and manage the user profiles for your organisation, configure permissions, and troubleshoot user issues.

    • Wrap-up

      To complete the week, let’s discuss and recap the learning outcomes for the week.

  • Week 4

    Security and activity management

    • Introduction

      Introduction to Week 4

    • Security and access

      You’ll learn how to control and define users’ access, and you’ll use role hierarchies, sharing, and teams to implement strong data-security access.

    • Activity management

      You’ll learn how to support users to be productive and efficient through configured activity management.

    • Wrap-up

      To complete the week, let’s discuss and recap the learning outcomes for the week.

Prove you're job ready

Highlight the new, job-relevant skills you’ve gained and supplement existing qualifications with a hard-earned, industry-specific digital certificate – plus one for every course within your ExpertTrack.

  • Learn the latest in your chosen industry or subject.
  • Complete each course and pass assessments.
  • Receive certificates validated by the educating organisation.
  • Impress employers with learning outcomes you can add to your CV.
  • Make your career dreams a reality.

Download a PDF

Learning on this course

You can take this self-guided course and learn at your own pace. On every step of the course you can meet other learners, share your ideas and join in with active discussions in the comments.

What will you achieve?

By the end of the course, you‘ll be able to...

  • Recognise key capabilities of Salesforce
  • Identify administration fundamentals and how to set them up in Salesforce

Who is the course for?

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.

What software or tools do you need?

During the ExpertTrack we’ll be using the Salesforce Trailblazer platform.

Who will you learn with?

Experienced Salesforce consultant and project manager. Passionate about the Salesforce ecosystem and well versed in multi-cloud implementations. Certified Scrum Master and 4x Salesforce Certified.

Who developed the course?

FutureLearn

FutureLearn is jointly owned by The Open University and The SEEK Group and has been providing online courses for learners around the world over the last eight years.

In collaboration with

Salesforce logo

Endorsed by

endorsed by

Coventry University logo

About this ExpertTrack

Learn how to improve customer experience using customer relationship management platforms such as Salesforce.

Learning on FutureLearn

Your learning, your rules

  • Courses are split into weeks, activities, and steps, but you can complete them as quickly or slowly as you like
  • Learn through a mix of bite-sized videos, long- and short-form articles, audio, and practical activities
  • Stay motivated by using the Progress page to keep track of your step completion and assessment scores

Join a global classroom

  • Experience the power of social learning, and get inspired by an international network of learners
  • Share ideas with your peers and course educators on every step of the course
  • Join the conversation by reading, @ing, liking, bookmarking, and replying to comments from others

Map your progress

  • As you work through the course, use notifications and the Progress page to guide your learning
  • Whenever you’re ready, mark each step as complete, you’re in control
  • Complete 90% of course steps and all of the assessments to earn your certificate

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After your free trial you can:

  • Pay $39 per month to keep learning online
  • Have complete control over your subscription; you can cancel any time
  • Work at your own pace and set your own deadlines at every stage
  • Only pay while you’re learning; the subscription will cancel automatically when you finish
  • Complete online assessments to test your knowledge and prove your skills
  • Earn digital course certificates and a final award that you can share online, with potential employers, and your professional network
  • Keep access to the content of courses you complete even after your subscription ends

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