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CRM Fundamentals and Practice: Salesforce Automation and Best Practice

Discover how to use Salesforce automation to make processes and workflows more effective, and explore CRM best practice.

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23 Jul 2022
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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.


  • 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

      To complete the week, let’s discuss 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 learn how the Salesforce Administrator exam is structured and how to prepare to pass.

    • Wrap up

      Complete the graded course test and reflect on what you've learnt this week.

When would you like to start?

Start straight away and join a global classroom of learners. If the course hasn’t started yet you’ll see the future date listed below.

  • Available now

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?

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:

What software or tools do you need?

During the course, you’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 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

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