Reports, Dashboards, and Customer Success in Salesforce from Coursera

What's inside

Syllabus

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.

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.

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!

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.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Focuses on advanced functions in Salesforce tools

Taught by instructors with professional experience

Part of a certificate track for building sales operations skills

Course 4 of 4; completion recommended but not required

Prior knowledge and experience in Salesforce, CRM, and sales is helpful

Reviews summary

Well-received salesforce course

Learners say the Salesforce Reports, Dashboards, and Customer Success course is well-received with an overall positive sentiment from reviews. It includes engaging assignments and clear explanations. The course is largely positive with fantastic content, helpful for beginners, and includes great materials. It is a well-rounded course that covers a variety of topics related to Salesforce.

Moderate to challenging

"Stressful but worthwhile.made it at the end"

"difficult exams"

"so many complex precedures to even start an assignment"

Helpful and clear

"Very well explained, clear and practical"

"Excellent! It was like a real world to me."

Interactive and engaging

"guided projects, independent projects (portfolio-creation), and Salesforce Trailhead Badge completion really enhanced the learning and made it more engaging."

Comprehensive and informative

"Very well designed course!"

"Knowledge packed course, Thank you Coursera."

"very informative and loaded with great materials."

Practical and useful

"The most abstract portion of the certificate so far, but the delivery made all the difference."

"This course turned out to be very relevant and immensely helpful in my day-to-day work life."

"This certificate was a fantastic way to get acclimated to the fundamentals of Salesforce"

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Reports, Dashboards, and Customer Success in Salesforce with these activities:

Review database concepts

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Reviewing database concepts will help you lay a strong foundation for this course, which heavily relies on Salesforce's Service Cloud and dashboards.

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Revisit the basics of data modeling, including entities, attributes, and relationships.
Refresh your understanding of SQL queries, including SELECT, INSERT, UPDATE, and DELETE.
Explore Salesforce's data model and how it differs from traditional relational databases.

Review weekly module materials

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Ensure that you are prepared for each week's materials by refreshing key concepts.

Browse courses on Salesforce

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Review your notes from the previous week’s module.
Go through key sections of the textbook from the week prior.
Complete any practice questions or assignments from the previous week.

Review basic Salesforce navigation

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Review foundational knowledge and best practices for navigating Salesforce to prepare for this course.

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Review Salesforce documentation on navigation
Navigate through different modules and objects in a sample Salesforce org
Practice using common navigation shortcuts and features

Ten other activities

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Join a study group to discuss Salesforce best practices

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Collaborating with peers through a study group can provide insights into effective Salesforce usage, enhancing your learning experience.

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Find a study group or create your own
Set regular meeting times to discuss Salesforce topics
Share experiences and challenges to learn from each other

Work with Customer Cases in Salesforce

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Hands-on practice with customer cases in Salesforce will reinforce your understanding of how to manage customer issues effectively, improving your proficiency in supporting customer success.

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Create and manage customer cases in a sandbox or trial environment
Resolve customer issues by updating case status, assigning to agents, and adding notes

Complete Trailhead module on Customer Success Management

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Completing a Trailhead module on CSM will provide a deeper understanding on how to effectively manage customer relationships from a Sales Operations Specialist perspective.

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Enroll in the Customer Success Management module on Trailhead.
Complete the module lessons and hands-on challenges.
Earn the Customer Success Management badge.

Complete Salesforce Trailhead modules

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Salesforce Trailhead provides interactive tutorials and hands-on exercises that will help you develop practical skills in using Salesforce's Service Cloud, reports, and dashboards.

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Enroll in the Salesforce Service Cloud Fundamentals module.
Complete the Reporting Basics and Advanced Reporting modules.
Explore the Dashboards module to learn about creating and customizing dashboards.

Take practice quizzes

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Enhance your understanding of key concepts by completing practice quizzes.

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Access the practice quizzes provided in the course materials.
Attempt the quizzes and review your answers.
Identify areas where you need improvement and focus on those concepts.

Attend a Salesforce workshop on Sales Operations

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Attending a Salesforce workshop will provide you with hands-on experience and insights from industry experts, enhancing your understanding of Sales Operations and its practical applications.

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Identify and register for a relevant Salesforce workshop.
Attend the workshop and actively participate in the sessions.
Take notes and ask questions to clarify concepts.
Follow up with the workshop organizers or speakers for additional resources.

Create a presentation to explain Salesforce Service Cloud to sales team

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Salesforce Service Cloud can enhance sales team performance, so preparing a presentation to explain its features will convey its benefits.

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Gather the key features and benefits of Salesforce Service Cloud
Structure the presentation to highlight the most important points
Practice the presentation to ensure it is clear and engaging

Create a report based on a given business scenario

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Creating reports based on business scenarios is a valuable skill for sales ops specialists and will help you develop your analytical thinking.

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Identify a business scenario that requires data analysis.
Determine the relevant data and fields to include in the report.
Create a report using Salesforce reporting tools.
Analyze the report data and draw insights.
Identify and address any data discrepancies or gaps.

Develop a Customer Success Plan

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Creating a customer success plan will enable you to apply your knowledge of customer support tools and techniques to a real-world scenario, enhancing your ability to drive customer satisfaction and retention.

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Identify customer success goals and metrics
Develop strategies to improve customer satisfaction
Create a plan for implementing the strategies

Develop a presentation on best practices for customer support using Salesforce

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Creating a presentation on best practices for customer support will help you synthesize your understanding of the Salesforce Service Cloud and how to use it effectively.

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Research best practices for customer support.
Identify specific examples and case studies from Salesforce customers.
Create a presentation outline and storyboard.
Develop the presentation slides.
Practice and deliver the presentation.

Career center

Learners who complete Reports, Dashboards, and Customer Success in Salesforce will develop knowledge and skills that may be useful to these careers:

Customer Success Manager

Customer Success Managers are responsible for cultivating relationships with clients to ensure customer satisfaction and business growth. A course that covers customer support and Salesforce Service Cloud can provide a strong foundation for professionals seeking to break into this field. During this course, students will learn best practices for customer interaction within Salesforce, empowering them to play a vital role in customer retention and success.

See salaries and explore the career path for Customer Success Manager

Salesforce Administrator

Salesforce Administrators are responsible for managing and customizing Salesforce for their organization and ensuring its optimal performance and alignment with business requirements. This course provides a comprehensive overview of Salesforce, including its core concepts, modules, and administration tasks. By gaining proficiency in Salesforce administration, learners will be equipped to support sales teams and drive operational efficiency within organizations.

See salaries and explore the career path for Salesforce Administrator

Sales Operations Analyst

Sales Operations Analysts contribute to sales team performance by analyzing data and developing insights, forecasts, and strategies. This course offers training in Salesforce, enabling learners to leverage its capabilities for data analysis and forecasting. The course's focus on reports and dashboards empowers them to present data effectively, supporting decision-making and driving improvements in sales performance.

See salaries and explore the career path for Sales Operations Analyst

Sales Manager

Sales Managers lead and motivate sales teams, set goals, and monitor performance. This course provides a comprehensive foundation for aspiring Sales Managers, equipping them with skills in Salesforce reporting and dashboard creation. By mastering these techniques, they can effectively track key metrics, identify trends, and make informed decisions to optimize sales strategies and drive team success.

See salaries and explore the career path for Sales Manager

Business Analyst

Business Analysts identify and analyze business needs, develop solutions, and improve processes. This course can provide a valuable foundation for Business Analysts, especially those working in technology or customer-facing roles. By gaining proficiency in Salesforce and its customer support tools, they can better understand business requirements, design effective solutions, and drive improvements in customer satisfaction and organizational efficiency.

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Project Manager

Project Managers plan, execute, and deliver projects successfully. This course may be beneficial for Project Managers working on Salesforce-related projects or those looking to expand their knowledge of customer relationship management (CRM) systems. By understanding Salesforce's capabilities for project management, they can enhance their ability to manage project lifecycles, track progress, and ensure successful outcomes.

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Data Analyst

Data Analysts collect, analyze, and interpret data to uncover insights and inform decision-making. This course provides a foundation in Salesforce reporting and dashboards, enabling Data Analysts to leverage these tools for data analysis and visualization. By mastering these techniques, they can effectively present data insights to stakeholders, driving informed decision-making and improving business outcomes.

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Consultant

Consultants provide expert advice and guidance to clients, helping them solve problems and improve their operations. This course can provide valuable knowledge for Consultants specializing in Salesforce or CRM implementations. By gaining proficiency in customer support and Salesforce Service Cloud, they can better understand client needs and develop effective solutions to enhance customer experiences and drive business growth.

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Marketing Manager

Marketing Managers plan and execute marketing campaigns to promote products or services. This course may be beneficial for Marketing Managers responsible for customer relationship management (CRM) or those looking to enhance their understanding of Salesforce. By learning how to leverage Salesforce's capabilities for marketing automation and campaign management, they can effectively target customers, track campaign performance, and drive revenue growth.

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Technical Support Analyst

Technical Support Analysts provide technical assistance and troubleshooting to customers experiencing issues with products or services. This course can provide a strong foundation for Technical Support Analysts working with Salesforce or other CRM systems. By gaining proficiency in customer support and Salesforce Service Cloud, they can effectively resolve customer issues, provide guidance, and ensure customer satisfaction.

See salaries and explore the career path for Technical Support Analyst

Account Manager

Account Managers manage relationships with existing customers, ensuring their satisfaction and driving business growth. This course can provide valuable knowledge for Account Managers working with Salesforce or in customer-facing roles. By understanding Salesforce's capabilities for customer relationship management (CRM), they can effectively track customer interactions, identify opportunities for upselling and cross-selling, and build strong relationships to drive customer loyalty and retention.

See salaries and explore the career path for Account Manager

Business Development Representative

Business Development Representatives generate new business leads and develop relationships with potential customers. This course may be beneficial for Business Development Representatives looking to enhance their understanding of customer relationship management (CRM) or those working with Salesforce. By learning how to leverage Salesforce's capabilities for lead generation and management, they can effectively identify and qualify leads, track progress, and drive sales opportunities.

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Product Manager

Product Managers oversee the development and management of products, ensuring they meet customer needs and drive business growth. This course may be beneficial for Product Managers working with Salesforce or those seeking a deeper understanding of customer relationship management (CRM). By gaining proficiency in Salesforce's capabilities for product management and customer feedback analysis, they can effectively gather insights, prioritize features, and deliver products that align with customer expectations and market demand.

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Software Engineer

Software Engineers design, develop, and maintain software applications. This course may be beneficial for Software Engineers working on Salesforce-related projects or those looking to expand their knowledge of customer relationship management (CRM) systems. By understanding Salesforce's architecture and development tools, they can effectively contribute to the design, implementation, and maintenance of Salesforce applications and integrations.

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Quality Assurance Analyst

Quality Assurance Analysts test and evaluate software products and systems to ensure they meet quality standards. This course may be beneficial for Quality Assurance Analysts working with Salesforce or those looking to expand their knowledge of customer relationship management (CRM) systems. By understanding Salesforce's testing tools and methodologies, they can effectively execute test cases, identify defects, and contribute to the delivery of high-quality Salesforce applications.

See salaries and explore the career path for Quality Assurance Analyst