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
    • 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