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Angela Prakash
and
Anthony Jones
The fourth course in the Salesforce Sales Operations Professional Certificate — Reports, Dashboards, and Customer Success in Salesforce — is for anyone who is curious about entry level sales roles that require foundational skills in Salesforce, the sales operations specialist role specifically, how to use tools in Salesforce to improve customer service at a business, how to leverage data in Salesforce to improve the overall performance of a sales team, and the path to becoming a Salesforce administrator.
Read more
The fourth course in the Salesforce Sales Operations Professional Certificate — Reports, Dashboards, and Customer Success in Salesforce — is for anyone who is curious about entry level sales roles that require foundational skills in Salesforce, the sales operations specialist role specifically, how to use tools in Salesforce to improve customer service at a business, how to leverage data in Salesforce to improve the overall performance of a sales team, and the path to becoming a Salesforce administrator.
Read more
The fourth course in the Salesforce Sales Operations Professional Certificate — Reports, Dashboards, and Customer Success in Salesforce — is for anyone who is curious about entry level sales roles that require foundational skills in Salesforce, the sales operations specialist role specifically, how to use tools in Salesforce to improve customer service at a business, how to leverage data in Salesforce to improve the overall performance of a sales team, and the path to becoming a Salesforce administrator.
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!
Register for this course and see more details by visiting:
OpenCourser.com/course/0qvxn1/reports
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.
Read more
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.
Read more
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
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
Save this course
Save Reports, Dashboards, and Customer Success in Salesforce to your list so you can find it easily later:
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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
Show steps
Reviewing database concepts will help you lay a strong foundation for this course, which heavily relies on Salesforce's Service Cloud and dashboards.
Browse courses on
Database Concepts
Show steps
-
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
Show steps
Ensure that you are prepared for each week's materials by refreshing key concepts.
Browse courses on
Salesforce
Show steps
-
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
Show steps
Review foundational knowledge and best practices for navigating Salesforce to prepare for this course.
Show steps
-
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
Expand to see all activities and additional details
Show all 13 activities
Join a study group to discuss Salesforce best practices
Show steps
Collaborating with peers through a study group can provide insights into effective Salesforce usage, enhancing your learning experience.
Show steps
-
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
Show steps
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.
Browse courses on
Case Management
Show steps
-
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
Show steps
Completing a Trailhead module on CSM will provide a deeper understanding on how to effectively manage customer relationships from a Sales Operations Specialist perspective.
Show steps
-
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
Show steps
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.
Show steps
-
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
Show steps
Enhance your understanding of key concepts by completing practice quizzes.
Browse courses on
Sales Reports
Show steps
-
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
Show steps
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.
Browse courses on
Sales Operations
Show steps
-
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
Show steps
Salesforce Service Cloud can enhance sales team performance, so preparing a presentation to explain its features will convey its benefits.
Browse courses on
Salesforce Service Cloud
Show steps
-
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
Show steps
Creating reports based on business scenarios is a valuable skill for sales ops specialists and will help you develop your analytical thinking.
Browse courses on
Salesforce Reports
Show steps
-
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
Show steps
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.
Browse courses on
Customer Success
Show steps
-
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
Show steps
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.
Show steps
-
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.
Review database concepts
Show steps
Reviewing database concepts will help you lay a strong foundation for this course, which heavily relies on Salesforce's Service Cloud and dashboards.
Browse courses on
Database Concepts
Show steps
Show steps
Show steps
- 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
Show steps
Ensure that you are prepared for each week's materials by refreshing key concepts.
Browse courses on
Salesforce
Show steps
Show steps
Show steps
- 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
Show steps
Review foundational knowledge and best practices for navigating Salesforce to prepare for this course.
Show steps
Show steps
Show steps
- 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
Expand to see all activities and additional details
Show all 13 activities
Join a study group to discuss Salesforce best practices
Show steps
Collaborating with peers through a study group can provide insights into effective Salesforce usage, enhancing your learning experience.
Show steps
Show steps
Show steps
- 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
Show steps
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.
Browse courses on
Case Management
Show steps
Show steps
Show steps
- 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
Show steps
Completing a Trailhead module on CSM will provide a deeper understanding on how to effectively manage customer relationships from a Sales Operations Specialist perspective.
Show steps
Show steps
Show steps
- 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
Show steps
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.
Show steps
Show steps
Show steps
- 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
Show steps
Enhance your understanding of key concepts by completing practice quizzes.
Browse courses on
Sales Reports
Show steps
Show steps
Show steps
- 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
Show steps
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.
Browse courses on
Sales Operations
Show steps
Show steps
Show steps
- 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
Show steps
Salesforce Service Cloud can enhance sales team performance, so preparing a presentation to explain its features will convey its benefits.
Browse courses on
Salesforce Service Cloud
Show steps
Show steps
Show steps
- 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
Show steps
Creating reports based on business scenarios is a valuable skill for sales ops specialists and will help you develop your analytical thinking.
Browse courses on
Salesforce Reports
Show steps
Show steps
Show steps
- 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
Show steps
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.
Browse courses on
Customer Success
Show steps
Show steps
Show steps
- 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
Show steps
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.
Show steps
Show steps
Show steps
- 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 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.
Salesforce Administrator
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.
Sales Operations Analyst
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.
Sales Manager
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.
Business Analyst
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.
Project Manager
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.
Data Analyst
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.
Consultant
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.
Marketing Manager
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.
Technical Support Analyst
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.
Account Manager
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.
Business Development Representative
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.
Product Manager
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.
Software Engineer
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.
Quality Assurance Analyst
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.
For more career information including salaries, visit:
OpenCourser.com/course/0qvxn1/reports
Reading list
We've selected seven books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Reports, Dashboards, and Customer Success in Salesforce.
This official Salesforce guide provides comprehensive instructions on how to implement Salesforce effectively. It valuable resource for those involved in the implementation or administration of Salesforce.
The Salesforce User Guide comprehensive reference that provides detailed instructions and explanations on how to use Salesforce effectively. While it may not be as engaging as other books, it serves as a valuable resource for quick reference and troubleshooting.
Provides a comprehensive overview of customer success management. It valuable resource for anyone who is interested in learning more about the field or who wants to improve their customer success skills.
Focuses on sales acceleration techniques and building high-performing sales teams. While not directly related to Salesforce, it provides valuable insights into the sales process and can benefit those looking to enhance their sales skills.
While not directly related to Salesforce, this book valuable read for anyone interested in sales techniques. It provides insights into how to overcome objections and engage customers in meaningful conversations, which can benefit those aspiring to roles in sales or customer success.
Save
Provides a framework for understanding customer success and how to build a customer-centric organization. It valuable resource for anyone who is interested in learning more about customer success management.
Provides a practical guide to creating a customer-centric organization. It valuable resource for anyone who is interested in learning more about customer experience management.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/0qvxn1/reports
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Effort
4 weeks of study, 6-8 hours/week
Level
Introductory
Via
Coursera
Institutions
Salesforce
Pathstream
Instructors
Angela Prakash
Anthony Jones
Language
English
Transcripts
Español
Français
Português
Deutsch
Italiano
中文
العربية
한국어
日本語
हिंदी
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Svenska
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فارسی
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tiếng Việt
پښتو
آذربایجان دیلی
This course belongs to a
collection
called
Salesforce Sales Operations. It's comprised of four courses:
- Lead Management in Salesforce
- Reports, Dashboards, and Customer Success in Salesforce (viewing)
- Sales and CRM Overview
- Opportunity Management in Salesforce
Good to know
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
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