Informes, paneles y éxito del cliente en Salesforce from Coursera

El cuarto curso en el Certificado profesional de operaciones de ventas de Salesforce (Informes, paneles principales y éxito del cliente en Salesforce) es para cualquier persona que tenga curiosidad sobre los roles de ventas de nivel inicial que requieran habilidades fundamentales en Salesforce, el rol de especialista en operaciones de ventas de manera específica, cómo usar herramientas en Salesforce para mejorar el servicio al cliente en una empresa, cómo aprovechar los datos en Salesforce para mejorar el rendimiento general de un equipo de ventas y el camino para convertirse en administrador de Salesforce.

Este cuarto curso profundiza cómo un especialista en operaciones de ventas utilizaría Service Cloud de Salesforce para ayudar a una variedad de diferentes necesidades del servicio al cliente. Aprenderá los conceptos básicos para brindar una atención al cliente eficaz y aprovechará una variedad de herramientas nuevas disponibles en Service Cloud de Salesforce para gestionar de manera eficaz las relaciones con los clientes.

Este curso también profundiza cómo un especialista en operaciones de ventas utilizaría los informes y paneles de Salesforce para respaldar las necesidades de un gerente de equipo de ventas para hacer un seguimiento, mejorar y prever el desempeño general de un equipo de ventas. Aprenderá a utilizar filtros para generar informes personalizados en Salesforce y, luego, descubrirá cómo visualizar esos datos de forma eficaz mediante el uso de gráficos y paneles principales.

Para este curso, se recomienda (pero no es obligatorio) que tenga algunos conocimientos previos de ventas y de CRM, así como que comprenda los conceptos básicos para navegar en la plataforma de Salesforce. Si estos conceptos son completamente nuevos para usted, aún puede tener éxito en este curso. Sin embargo, puede que se requiera un poco de trabajo adicional de su parte.

Al inscribirse en este curso, está dando el siguiente paso para iniciar su carrera en Salesforce. ¡Felicitaciones por continuar con este viaje emocionante!

What's inside

Syllabus

Apoyo a los gerentes de éxito del cliente

Le damos la bienvenida a la primera semana de Informes, paneles principales y éxito del cliente en Salesforce, el cuarto y último curso del Certificado profesional de operaciones de ventas de Salesforce. Esta semana, aprenderá sobre la etapa final del proceso de ventas: El éxito del cliente. También aprenderá más sobre el rol del gerente de éxito del cliente (o CSM) y cómo puede respaldar ese rol como especialista en operaciones de ventas. Además, se sumergirá en Service Cloud para comprender en su totalidad qué herramientas están disponibles para asegurarse de que un gerente de éxito del cliente esté haciendo su trabajo de la manera más eficiente y efectiva posible.

Casos de servicio en Salesforce

Le damos la bienvenida a la segunda semana de informes, paneles principales y éxito del cliente en Salesforce. Esta semana, profundizará aún más en Service Cloud y trabajará con las herramientas de éxito del cliente en Salesforce con la experiencia del proyecto guiado. En estos proyectos guiados, aprenderá cómo puede aprovechar Salesforce para capacitar a los gerentes de éxito del cliente para que hagan su trabajo de la manera más efectiva y eficiente posible, trabajando con casos y explorando otras características como conocimientos y la Consola de servicio. Al final de esta semana, también abordará su primer proyecto independiente en este curso, lo que le dará la oportunidad de explorar un caso de uso empresarial de forma práctica en Salesforce. Al completar este proyecto, podrá crear una valiosa cartera y una muestra de trabajo que puede usar durante su futura búsqueda de empleo.

Apoyo a los gerentes de ventas con informes

Le damos la bienvenida a la tercera semana de informes, paneles principales y éxito del cliente en Salesforce. Esta semana, adoptará una nueva función: la de gerente de ventas. Aprenderá cómo respaldar mejor las diferentes necesidades de esa función al aprovechar los datos de los informes de Salesforce. Saber cómo analizar los datos de Salesforce, comprender qué es lo más importante y usar esos datos específicos para resolver problemas comerciales específicos es una habilidad increíblemente valiosa. Hay muchas razones por las que es valioso aprovechar los datos de Salesforce para resolver problemas del mundo real, algunas de las cuales incluyen la capacidad de monitorear, mejorar y estimar el desempeño de un equipo de ventas para asegurarse de que el equipo logre sus objetivos. Aprenderá más sobre todo ello esta semana.

Gráficos y paneles

Le damos la bienvenida a la Semana 4, la última semana de informes, paneles principales y éxito del cliente en Salesforce. Esta semana, aprenderá a crear visualizaciones de los datos en sus informes de Salesforce utilizando gráficos de informes y paneles principales. Crear estas visualizaciones para los gerentes de ventas y otros miembros del equipo de ventas puede ser una forma increíblemente efectiva de resaltar las métricas clave para que los equipos de ventas puedan tomar decisiones informadas y basadas en datos en el trabajo, ayudándoles a alcanzar sus objetivos colectivos y alcanzar sus ingresos de ventas objetivos. Al final de esta semana, también abordará su proyecto independiente final en este curso, lo que le dará la oportunidad de explorar de forma práctica un caso de uso empresarial en Salesforce. Al completar este proyecto, podrá crear una valiosa cartera y una muestra de trabajo que puede usar durante su futura búsqueda de empleo.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Proporciona una base sólida para los principiantes en el campo de las operaciones de ventas

Fortalece los conocimientos existentes para los estudiantes intermedios en el campo de las operaciones de ventas

Desarrolla habilidades profesionales en el campo específico de las operaciones de ventas

Enseña el uso de herramientas en Salesforce para mejorar el servicio al cliente

Ayuda a los estudiantes a aprovechar los datos en Salesforce para mejorar el rendimiento de un equipo de ventas

Explora el papel del especialista en operaciones de ventas como parte de un equipo de ventas

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 Informes, paneles y éxito del cliente en Salesforce with these activities:

Organize your Salesforce learning resources

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Enhance your learning experience by organizing your notes, assignments, and course materials, ensuring easy access and effective review.

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Consolidate your notes from the course
Organize your assignments and quizzes
Create a dedicated study space for your Salesforce materials

Review online Salesforce tutorials

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Review basic Salesforce concepts and features through guided tutorials to build a foundation for the course.

Browse courses on Salesforce

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Visit the Salesforce Trailhead platform.
Explore modules and trails relevant to Sales Cloud and Service Cloud.
Follow step-by-step instructions in the tutorials.
Complete hands-on exercises to reinforce your understanding.

Participa en sesiones de práctica con compañeros

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Mejora tu comprensión colaborando con compañeros en sesiones de práctica, compartiendo conocimientos y apoyándose mutuamente.

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Forma un grupo de estudio con compañeros
Establece un horario regular para las sesiones de práctica
Comparte tus conocimientos y aprende de los demás

Seven other activities

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Show all ten activities

Explora tutoriales en línea sobre paneles de Salesforce

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Amplía tus habilidades con los paneles de Salesforce explorando tutoriales guiados que te brinden instrucciones paso a paso.

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Busca tutoriales en línea de fuentes acreditadas
Sigue los tutoriales para crear y personalizar paneles
Experimenta con diferentes tipos de gráficos y widgets

Practice creating and managing cases in Service Cloud

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Enhance your ability to effectively manage customer cases by practicing within Salesforce's Service Cloud.

Browse courses on Service Cloud

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Access the Service Cloud interface in Salesforce.
Create new cases with different priorities and statuses.
Assign cases to different team members.
Resolve cases and track their progress.

Resolver exámenes de práctica

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Refuerza los conceptos centrales del curso practicando con exámenes de práctica.

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Obtén exámenes de práctica de fuentes confiables
Dedica un tiempo específico para resolver los exámenes
Revisa tus respuestas y comprende las áreas de mejora

Explore Salesforce Service Cloud tutorials

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Deepen your understanding of Service Cloud's capabilities by following guided tutorials to enhance your skills in supporting customer success.

Browse courses on Service Cloud

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Enroll in online courses or tutorials on Salesforce Service Cloud
Follow hands-on exercises and simulations to practice using Service Cloud tools
Review online documentation and user guides for reference

Practice generating Salesforce reports and dashboards

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Enhance your proficiency in creating insightful reports and dashboards by practicing with real-life datasets, strengthening your data analysis skills.

Browse courses on Salesforce Reporting

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Access the Salesforce Developer Edition or a trial account to practice
Create custom reports and dashboards based on different business scenarios
Analyze and interpret data to identify trends and patterns

Attend Salesforce community events

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Expand your network and stay updated on the latest Salesforce trends by attending community events.

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Identify local Salesforce user groups or meetups
Attend virtual or in-person events
Connect with other Salesforce professionals and learn from their experiences

Share your Salesforce knowledge with others

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Reinforce your understanding of Salesforce concepts by mentoring others and providing guidance based on your learning experience.

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Identify opportunities to mentor students or junior Salesforce professionals
Provide guidance and support on Salesforce topics
Share your best practices and lessons learned

Career center

Learners who complete Informes, paneles y éxito del cliente en Salesforce will develop knowledge and skills that may be useful to these careers:

Salesforce Developer

Salesforce Developers are responsible for building and customizing Salesforce applications, maintaining and updating existing systems, and integrating Salesforce with other systems. This course will help build a foundation in Salesforce, which is essential for a successful career as a Salesforce Developer. You will learn how to use Salesforce to manage customer data, create reports and dashboards, and automate business processes.

See salaries and explore the career path for Salesforce Developer

Salesforce Administrator

Salesforce Administrators are responsible for managing and maintaining Salesforce applications, ensuring that they are running smoothly and efficiently. This course will provide you with the skills and knowledge you need to become a successful Salesforce Administrator. You will learn how to configure and customize Salesforce, manage users and permissions, and troubleshoot common issues.

See salaries and explore the career path for Salesforce Administrator

Salesforce Consultant

Salesforce Consultants help businesses implement and optimize their Salesforce applications. They work with clients to understand their business needs and develop solutions that meet those needs. This course will provide you with the skills and knowledge you need to become a successful Salesforce Consultant. You will learn how to assess client needs, develop and implement Salesforce solutions, and manage client relationships.

See salaries and explore the career path for Salesforce Consultant

Customer Success Manager

Customer Success Managers are responsible for ensuring that customers are satisfied with their Salesforce products and services. They work with customers to identify their needs and develop solutions that meet those needs. This course will provide you with the skills and knowledge you need to become a successful Customer Success Manager. You will learn how to use Salesforce to manage customer relationships, track customer satisfaction, and resolve customer issues.

See salaries and explore the career path for Customer Success Manager

Sales Manager

Sales Managers are responsible for leading and motivating sales teams. They develop and implement sales strategies, manage budgets, and track sales performance. This course may be useful for Sales Managers who want to learn how to use Salesforce to improve their sales management skills. You will learn how to use Salesforce to track sales activity, manage customer relationships, and forecast sales.

See salaries and explore the career path for Sales Manager

Data Analyst

Data Analysts are responsible for collecting, analyzing, and interpreting data to help businesses make better decisions. This course may be useful for Data Analysts who want to learn how to use Salesforce to improve their data analysis skills. You will learn how to use Salesforce to extract data, create reports and dashboards, and perform data analysis.

See salaries and explore the career path for Data Analyst

Marketing Manager

Marketing Managers are responsible for planning and executing marketing campaigns. They develop and implement marketing strategies, manage budgets, and track marketing performance. This course may be useful for Marketing Managers who want to learn how to use Salesforce to improve their marketing management skills. You will learn how to use Salesforce to manage marketing campaigns, track marketing performance, and generate leads.

See salaries and explore the career path for Marketing Manager

Product Manager

Product Managers are responsible for developing and managing products. They work with engineers, designers, and other stakeholders to define product requirements, develop product roadmaps, and launch new products. This course may be useful for Product Managers who want to learn how to use Salesforce to improve their product management skills. You will learn how to use Salesforce to track customer feedback, manage product development, and measure product success.

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Project Manager

Project Managers are responsible for planning, executing, and closing projects. They develop and implement project plans, manage budgets, and track project progress. This course may be useful for Project Managers who want to learn how to use Salesforce to improve their project management skills. You will learn how to use Salesforce to manage projects, track project progress, and communicate with stakeholders.

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Business Analyst

Business Analysts are responsible for analyzing business processes and identifying opportunities for improvement. They work with stakeholders to define business requirements, develop solutions, and implement changes. This course may be useful for Business Analysts who want to learn how to use Salesforce to improve their business analysis skills. You will learn how to use Salesforce to gather requirements, analyze data, and develop solutions.

See salaries and explore the career path for Business Analyst

Software Engineer

Software Engineers are responsible for designing, developing, and maintaining software applications. They work with other engineers, designers, and stakeholders to create software that meets the needs of users. This course may be useful for Software Engineers who want to learn how to use Salesforce to improve their software development skills. You will learn how to use Salesforce to develop custom applications, integrate Salesforce with other systems, and manage Salesforce data.

See salaries and explore the career path for Software Engineer

IT Manager

IT Managers are responsible for planning, implementing, and managing IT systems. They work with other IT staff, end-users, and stakeholders to ensure that IT systems are running smoothly and efficiently. This course may be useful for IT Managers who want to learn how to use Salesforce to improve their IT management skills. You will learn how to use Salesforce to manage IT assets, track IT tickets, and provide IT support.

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Account Manager

Account Managers are responsible for managing relationships with key customers. They work with customers to understand their needs, develop solutions, and ensure that they are satisfied with their products and services. This course may be useful for Account Managers who want to learn how to use Salesforce to improve their account management skills. You will learn how to use Salesforce to track customer interactions, manage customer relationships, and close deals.

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Sales Engineer

Sales Engineers are responsible for providing technical support to customers. They work with customers to understand their technical needs, develop solutions, and ensure that they are satisfied with their products and services. This course may be useful for Sales Engineers who want to learn how to use Salesforce to improve their sales engineering skills. You will learn how to use Salesforce to track customer interactions, manage customer relationships, and close deals.

See salaries and explore the career path for Sales Engineer

Technical Writer

Technical Writers are responsible for creating and maintaining technical documentation. They work with engineers, designers, and other stakeholders to create documentation that is clear, accurate, and easy to understand. This course may be useful for Technical Writers who want to learn how to use Salesforce to improve their technical writing skills. You will learn how to use Salesforce to create and manage technical documentation.

See salaries and explore the career path for Technical Writer