Strengthen your CRM skills to improve customer experience

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. In this context, it is unsurprising that the global CRM market is worth $50 billion.

This course will introduce more 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. This section of the course will also cover how 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.

Syllabus

Week 1
Introduction to the course and workflow and process automation
- Welcome to the course
  Introduction to the course and Week 1
- Workflow and process automation
  You will learn how Salesforce gives you a significant amount of automation power as administrator.
- Wrap up
  To complete the week, let’s discuss and recap the learning outcomes for the week.
Week 2
Service and support management
- Introduction
  Introduction to Week 2
- Service and support management
  You’ll will learn how to work with cases, create support processes, use automation, streamline case management, implement the Salesforce Service Cloud, and use the analytics.
- AppExchange
  You will learn how to enable‌ ‌Salesforce‌ ‌AppExchange for ‌your‌ ‌company‌ and business processes, and implement an AppExchange strategy.
- Wrap up
  To complete the week, let’s discuss and recap the learning outcomes for the week.
Week 3
Best practices
- Introduction
  Introduction to Week 3
- Best practices for CRM success
  You will learn how to apply a common model for managing change, describe the core principles of Agile project management, and identify how these both support best practices for Salesforce implementation.
- Enhanced administration skills
  You’ll will learn how to identify the key skills of administrators, describe how a project manager’s mindset can support CRM implementation and recognise the opportunities ahead.
- Wrap up
  Complete the graded course test and recap the learning outcomes for the week.
Week 4
Certification preparation and course wrap up
- Introduction
  Introduction to Week 4
- Certification preparation
  You’ll will learn how the Salesforce Administrator exam is structured and how to prepare to pass.
- Wrap up
  To complete the week, let’s discuss and recap the learning outcomes for the week.

Learning on this course

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...

Articulate how to automate processes and workflows and create support processes
Identify best practices for CRM

Who is the course for?

his 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?

Laura Zuluaga

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 a leading social learning platform and has been providing high quality online courses for learners around the world over the last ten years.

In collaboration with

Endorsers and supporters

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Learning on FutureLearn

Your learning, your rules

Courses are split into weeks, activities, and steps to help you keep track of your learning
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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