When you complete this course, you’ll be able to complete the following tasks for the Sales and Service Clouds:

• Ask targeted discovery questions to uncover business requirements
• Discuss each application’s inherent business processes and features
• Describe design tradeoffs
• Design an application solution to address common business requirements
• Identify common key reporting metrics
• Explain common data migration and integration considerations
• Plan deployment strategies
• Recommend design considerations for usability and administration

Implementing Salesforce Marketing

• For consultants seeking to learn marketing implementation concepts to:
  • Drive new business
  • Align Sales and Marketing
  • Manage reports and campaigns to measure marketing ROI
  • Plan for data migration, integration, and advanced marketing concepts
•  Students will participate in exercises to learn how to:
  • Plan for requirements gathering
  • Develop a lead-generation strategy
  • Design a lead handoff process
  • Design an effective campaign structure
  • Leverage campaigns to maximize marketing effectiveness

Implementing the Service Cloud

• For consultants seeking to learn implementation concepts for a customer service environment, including:
  • High-quality one and done case management
  • A streamlined case resolution process
  • Increased agent effectiveness
  • Self-learning knowledge database
  • Reports to ensure service never skips a beat
  • Plan for data migration, integration, and advanced customer service concepts
• Students will participate in exercises to learn how to:
  • Plan for requirements gathering
  • Design a case routing process
  • Design a case management process
  • Design solutions to address usability
  • Design a knowledge management structure

Implementing the Sales Cloud

• For consultants seeking to learn SFA implementation concepts to:
  • Build a strong pipeline
  • Manage the funnel
  • Improve sales rep productivity
  • Obtain full visibility with reports and dashboards
  • Extend solutions with advanced features, AppExchange applications, and other Salesforce CRM applications
• Students will participate in exercises to learn how to:
  • Plan a project kickoff
  • Generate a list of discovery questions for requirements gathering
  • Design a lead management process
  • Design a sales funnel
  • Design a custom SFA solution

Application Essentials

• Before setting up any application, consultants must learn to:
  • Set up a secure environment
  • Optimize usability for client adoption
  • Set up data management practices to ensure trusted data quality
  • Provide full visibility with reports and dashboards
  • Understand the advanced concepts, applications, and customizations available to complement a CRM solution
• Students will participate in exercises to learn how to:
  • Modify existing security settings
  • Design home pages that minimize clicks to get to data
  • Create a data migration plan