Reports, Dashboards, and Customer Success in Salesforce (Coursera)

This fourth course goes into more depth on how a sales operations specialist would use Salesforce Service Cloud to support a variety of different customer service needs. You will learn the basics of effective customer support, and you will leverage a variety of new tools available in the Salesforce Service Cloud to effectively manage customer relationships.

This course also goes into more depth on how a sales ops specialist would use Salesforce Reports and Dashboards to support a variety of needs from a sales team manager to track, improve, and forecast the overall performance of a sales team. You will learn how to use filters to produce custom reports in Salesforce, and then discover how to visualize that data effectively through the use of charts and dashboards.

For this course, it is recommended (but not required) that you have some background knowledge of sales and CRM, as well as an understanding of the basics of Salesforce platform navigation. If you're a total beginner with these concepts, you can still be successful in this course — however, it might require some additional work on your part.

By enrolling in this course, you are taking the next step to kickstarting your career in Salesforce. Congratulations on continuing this exciting journey!
What You Will Learn

- Understand and properly perform service/support agent processes using the Salesforce Case Management and Knowledge features in the Service Cloud.

- Identify the value of using the Sales Cloud to create reports to track, improve, and forecast various aspects of the sales process.

- Build reports, charts and dashboards to communicate relevant information about sales performance to stakeholders and executives.

Course 4 of 4 in the Salesforce Sales Operations Professional Certificate

Syllabus

WEEK 1

Supporting Customer Success Managers

Welcome to the first week of Reports, Dashboards, and Customer Success in Salesforce, the fourth and final course in the Salesforce Sales Operations Professional Certificate! This week, you'll learn about the final stage of the sales process: Customer Success. You’ll also learn more about the customer success manager (or CSM) role, how you can support that role as a sales ops specialist, and you'll dive into the Service Cloud to fully understand what tools are available to you to make sure that a CSM is doing their job as efficiently and effectively as possible.

WEEK 2

Service Cases in Salesforce

Welcome to the second week of Reports, Dashboards, and Customer Success in Salesforce! This week, you are going to go even deeper into the Service Cloud and work hands on with customer success tools in Salesforce through the Guided Project experience. In these Guided Projects, you will learn how you can leverage Salesforce to empower CSMs to do their jobs as effectively and efficiently as possible by working with cases and exploring other features like Knowledge and the Service Console. At the end of this week, you will also tackle your first independent project in this course, which will give you an opportunity to explore a business use case in Salesforce, hands on. By completing this project, you will be able to create a valuable portfolio piece and work sample that you can use during your future job search.

WEEK 3

Supporting Sales Managers with Reports

Welcome to the third week of Reports, Dashboards, and Customer Success in Salesforce! This week, you are going to dive into a new role — the sales manager and learn how to best support the different needs of that role by leveraging Salesforce data in the form of reports. Knowing how to parse through Salesforce data, understand what’s most important, and use that targeted data to solve specific business problems is an incredibly valuable skill to have. There are many reasons why it’s valuable to leverage Salesforce data to solve real world problems, some of which include the ability to track, improve, and forecast the performance of a sales team in order to make sure that the team is hitting its goals — which you’ll learn more about this week!

WEEK 4

Charts and Dashboards

Welcome to Week 4, the final week of Reports, Dashboards, and Customer Success in Salesforce! This week, you'll learn how to create visualizations of the data in your Salesforce reports using report charts and dashboards. Creating these visualizations for sales managers, and other sales team members, can be an incredibly effective way to highlight key metrics so that sales teams can make informed, data-driven decisions on the job — helping them achieve their collective goals and hit their target sales revenue. At the end of this week, you will also tackle your final independent project in this course, which will give you an opportunity to explore a business use case in Salesforce, hands on. By completing this project, you will be able to create a valuable portfolio piece and work sample that you can use during your future job search.