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Sales and CRM Overview

Trailhead, Angela Prakash, and Anthony Jones

This course is the first of a series that aims to teach you the foundational skills in Salesforce that will prepare you for a variety of entry-level sales roles, including the sales operations specialist position.

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This course is the first of a series that aims to teach you the foundational skills in Salesforce that will prepare you for a variety of entry-level sales roles, including the sales operations specialist position.

This course is designed for beginners. No previous experience in Salesforce, sales, or CRM is necessary to be successful. In this course, you will be introduced to essential concepts like the fundamentals of the sales process. You'll also learn about what Customer Relationship Management (CRM) systems are and what they are used for, you'll dive into Salesforce's main products and their use cases, and you will gain a working knowledge of the key functionalities of the Salesforce Sales Cloud that help support a business’s growth.

This course is the first step in your learning journey with Salesforce. It will provide you with the foundation you need to go into depth with more advanced Salesforce tools taught later in the certificate, and ultimately launch your new career. Please note that if you already have background knowledge in sales and CRM, or if you want to dive immediately into content that goes into more depth with Salesforce, it is recommended that you start with Course 2 in this certificate: Lead Management in Salesforce.

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What's inside

Syllabus

Salesforce for Business
Welcome to Sales and CRM Overview, the first course of the Salesforce Sales Operations Professional Certificate! By enrolling in this course, you are taking the first step to kickstarting your career in Salesforce. In the first week of the course, you'll learn more about what Customer Relationship Management (CRM) systems are and what they're used for. You will discover what Salesforce is and how it is used across industries and teams. You will also learn about what a sales ops specialist does and why Salesforce is such a critical part of their job. Let's get started!
Read more

Traffic lights

Read about what's good
what should give you pause
and possible dealbreakers
Suitable for entry-level students with no prior experience in Salesforce, sales, or CRM
Serves as a preparatory course for a variety of entry-level sales roles, particularly sales operations specialist
Designed to provide a comprehensive introduction to Salesforce Sales Cloud functionalities and their role in supporting business growth
Includes four modules that progressively cover the fundamentals of the sales process, data management in CRM, and Salesforce Sales Cloud
Recommended to start with Course 2 for those with existing knowledge in sales and CRM

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Reviews summary

Foundational sales and crm overview

According to inferred learner feedback, this course serves as an excellent foundational introduction to the world of sales and Customer Relationship Management (CRM). It is designed to be highly accessible for absolute beginners, offering clear explanations of core sales processes and CRM concepts. Learners anticipate its emphasis on preparing for entry-level sales roles and the practical integration with Salesforce's Trailhead platform in the later modules. However, prospective students with existing sales or CRM experience may find the pace too slow and the content less in-depth on immediate Salesforce applications, as it primarily functions as a broad overview before diving into specific tools.
Introduces Salesforce tools progressively, culminating in Trailhead.
"The course states it will introduce Salesforce's main products and use cases, providing a good initial grasp before diving deeper."
"I noticed the final week includes hands-on experience with Trailhead, which seems like a practical way to engage with Salesforce."
"I would expect the course to provide a good working knowledge of Sales Cloud's key functionalities."
Focuses on fundamental sales processes and CRM principles.
"I expect to learn essential concepts like the fundamentals of the sales process and what CRM systems are used for."
"The syllabus indicates a thorough introduction to topics like data hygiene and the sales process, which is important for understanding CRM."
"I would anticipate gaining a working knowledge of key functionalities, laying a strong base for future learning."
Explicitly designed for those with no prior sales or CRM experience.
"This course is designed for beginners. No previous experience in Salesforce, sales, or CRM is necessary to be successful."
"I anticipate that this course would be perfect for someone just starting out in sales or sales operations."
"As a complete novice, I would expect the foundational concepts to be explained very clearly."
May feel slow or too elementary for those with existing background.
"Please note that if you already have background knowledge in sales and CRM... it is recommended that you start with Course 2."
"I would expect that if I had prior sales experience, this course might cover too much familiar ground."
"For me, having some sales background, I might find the initial weeks on basic sales concepts too slow."

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 Sales and CRM Overview with these activities:
Watch Salesforce video tutorials
Visual and interactive video tutorials can supplement the course material and enhance understanding.
Show steps
  • Search for Salesforce video tutorials on platforms like YouTube or Udemy
  • Select tutorials that cover specific topics or concepts
  • Watch the tutorials and take notes
Create Study Guide
Creating a study guide will help solidify your understanding of the fundamental concepts covered in this course, making it easier to recall information during assessments and when applying your knowledge to real-world scenarios.
Browse courses on Sales Process
Show steps
  • Review course materials and identify key concepts
  • Organize concepts into logical sections
  • Write clear and concise summaries and explanations
  • Include examples and case studies to illustrate concepts
Complete Salesforce Trailhead modules
Hands-on practice through Trailhead modules will reinforce concepts and develop practical skills.
Show steps
  • Sign up for a free Trailhead account
  • Choose relevant modules from the Sales and CRM Overview Trailmix
  • Complete the modules and earn badges
Two other activities
Expand to see all activities and additional details
Show all five activities
Join a Salesforce online community
Engaging with other Salesforce learners and professionals can provide valuable insights and support.
Show steps
  • Identify relevant online communities
  • Create a profile and join the community
  • Participate in discussions and ask questions
Sales Process Role-Playing
Engaging in role-playing exercises will provide you with hands-on practice applying the sales process and techniques covered in the course, enhancing your confidence and effectiveness in real-world sales scenarios.
Browse courses on Sales Process
Show steps
  • Identify different sales scenarios and customer roles
  • Prepare talking points and practice delivering them
  • Conduct mock sales calls with a partner or group
  • Seek feedback and suggestions to improve performance

Career center

Learners who complete Sales and CRM Overview will develop knowledge and skills that may be useful to these careers:
Salesforce Administrator
Salesforce Administrators manage and maintain Salesforce software within organizations. Understanding Salesforce Sales Cloud, CRM fundamentals, and data management are key responsibilities for a Salesforce Administrator. This course's foundational information about the functions, uses, and workings of the Salesforce Sales Cloud will help current or aspiring Salesforce Administrators to succeed in their roles.
See salaries and explore the career path for Salesforce Administrator
Salesforce Consultant
Salesforce Consultants help organizations implement and configure Salesforce to meet their specific business needs. The ability of a Salesforce Consultant to provide beneficial counsel to clients comes from understanding Sales Cloud, CRM systems, and their business value. This course's introduction to Salesforce and CRM principles will help current or aspiring Salesforce Consultants to develop an insightful understanding of key Salesforce functions.
See salaries and explore the career path for Salesforce Consultant
CRM Analyst
CRM Analysts help organizations improve their customer relationship management strategies. Deep knowledge of CRM systems and how to use them to solve business problems is essential. A CRM Analyst can leverage the knowledge provided in this course about the functions, benefits, and use cases of CRM software, as well as the inner workings of the Salesforce Sales Cloud.
See salaries and explore the career path for CRM Analyst
Sales Operations Manager
Sales Operations Managers oversee the day-to-day operations of a sales organization. Understanding the complete sales process, CRM systems, and the use of platforms like Salesforce Sales Cloud are all central to the role. This course's introduction to all of these subjects makes it a useful tool for current or aspiring Sales Operations Managers.
See salaries and explore the career path for Sales Operations Manager
Sales Engineer
Sales Engineers work with clients to ensure smooth implementation of products and services. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Sales Engineers with an edge in helping clients solve business problems.
See salaries and explore the career path for Sales Engineer
Customer Success Manager
Customer Success Managers help clients get the most value out of their products and services. Understanding CRM software, the sales process, and platforms like Salesforce Sales Cloud are essential to this role. This course can help current or aspiring Customer Success Managers develop the foundational knowledge they need to be effective in their roles.
See salaries and explore the career path for Customer Success Manager
Sales Representative
Sales Representatives are responsible for generating leads, building relationships with clients, and closing deals. A strong understanding of the sales process, CRM software, and business use cases for tools like Salesforce Sales Cloud will help current or aspiring Sales Representatives to increase sales and grow their careers.
See salaries and explore the career path for Sales Representative
Business Analyst
Business Analysts help organizations improve their business processes. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Business Analysts with a deeper understanding of how to optimize business operations.
See salaries and explore the career path for Business Analyst
Product Manager
Product Managers are responsible for the development and launch of new products and services. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Product Managers with an insight into building products that meet customer needs.
See salaries and explore the career path for Product Manager
Marketing Manager
Marketing Managers plan and execute marketing campaigns to promote products and services. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Marketing Managers with an edge in creating and executing successful marketing campaigns.
See salaries and explore the career path for Marketing Manager
Project Manager
Project Managers plan and execute projects to achieve specific goals. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Project Managers with an understanding of how to manage projects that involve customer interactions.
See salaries and explore the career path for Project Manager
Data Analyst
Data Analysts collect, clean, and analyze data to identify trends and patterns. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Data Analysts with a foundational understanding of how to analyze data related to customer interactions.
See salaries and explore the career path for Data Analyst
Software Engineer
Software Engineers design, develop, and maintain software applications. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Software Engineers with a deeper understanding of how to build and maintain software that integrates with CRM systems.
See salaries and explore the career path for Software Engineer
Financial Analyst
Financial Analysts provide financial advice to individuals and organizations. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Financial Analysts with an understanding of how to use CRM systems to manage client relationships.
See salaries and explore the career path for Financial Analyst
Human Resources Manager
Human Resources Managers plan and execute human resources policies and programs. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Human Resources Managers with an insight into how to use CRM systems to manage employee relationships.
See salaries and explore the career path for Human Resources Manager

Reading list

We've selected 11 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 Sales and CRM Overview.
Cover image
The Challenger Customer
Save
This influential book challenges traditional sales techniques and provides a new approach to engaging with customers. It's a must-read for anyone looking to improve their sales skills.
The Challenger Customer: Selling to the Hidden...
Hardcover
$$
The Challenger Sale, The Challenger Customer, Scale...
Paperback
$$$
The Challenger Customer: Selling to the Hidden...
Kindle Edition
$$
Cover image
Major Account Sales Strategy (Pb)
Save
Introduces the SPIN selling methodology, which proven approach to closing deals. It's a valuable resource for anyone looking to improve their sales skills.
Major Account Sales Strategy (PB)
Paperback
$$
Major Account Sales Strategy (PB)
Kindle Edition
$$
Cover image
Predictable Revenue: Turn Your Business Into a...
Save
Provides a step-by-step guide to building a predictable revenue machine. It's packed with case studies and insights from Salesforce.com's top sales leaders.
Predictable Revenue: Turn Your Business Into a...
Paperback
Check
Predictable Revenue: Turn Your Business Into a...
Kindle Edition
Check
Cover image
Blue Ocean Strategy + Beyond Disruption Collection...
Save
Introduces the Blue Ocean Strategy, which framework for creating uncontested market space. It's a valuable read for anyone looking to develop innovative products or services.
Blue Ocean Strategy + Beyond Disruption Collection...
Hardcover
$$
Blue Ocean Strategy + Beyond Disruption Collection...
Kindle Edition
$$
Lean Startup: How Today's Entrepreneurs Use...
Save
Introduces the Lean Startup methodology, which proven approach to building successful businesses. It's a valuable read for anyone looking to launch a new product or service.
The Lean Startup: How Today's Entrepreneurs Use...
Hardcover
$$
The Lean Startup: How Today's Entrepreneurs Use...
Kindle Edition
$$
Cover image
Traction
Save
Provides a step-by-step guide to getting customers for your startup. It's a valuable resource for anyone looking to build a successful business.
Traction
Paperback
$$
(Français) Traction - Comment toute start-up peut développer...
Kindle Edition
$$
(Italiano) Traction. Le strategie vincenti per ottenere una...
Paperback
$$
Cover image
The Sales Acceleration Formula
Save
Offers a practical guide to implementing a sales acceleration strategy. It is full of actionable advice and insights from Mark Roberge, a former SVP of Sales at HubSpot.
The Sales Acceleration Formula: Using Data,...
Hardcover
$$
(中文) Sales acceleration formula: how to achieve rocket...
Paperback
$$
销售加速公式：如何实现从0到1亿美元的火箭式增长（中文版）THE SALES ACCELERATION...
Paperback
$$
The Sales Acceleration Formula: Using Data,...
Kindle Edition
$$
Cover image
A Mission Statement for Your Life
Save
Offers a framework for personal and professional effectiveness. It's a valuable read for anyone looking to improve their time management, leadership skills, and overall success.
A Mission Statement for Your Life
Paperback
Check
A Mission Statement for Your Life
Kindle Edition
Check
The Ultimate Sales Machine
Save
Motivational guide to sales success. It's full of practical advice and insights from Chet Holmes, a world-renowned sales expert.
The Ultimate Sales Machine
Paperback
Check
The Ultimate Sales Machine
Kindle Edition
Check
Cover image
The Crux
Save
Offers a framework for developing and evaluating strategies. It's a valuable read for anyone looking to improve their strategic thinking skills.
The Crux: How Leaders Become Strategists
Hardcover
$$
The Crux: How Leaders Become Strategists
Kindle Edition
$$
Cover image
The Ultimate Marketing Engine
Save
Provides a practical guide to marketing for small businesses. It's full of actionable advice and insights from John Jantsch, a leading marketing expert.
The Ultimate Marketing Engine
Paperback
Check
The Ultimate Marketing Engine
Kindle Edition
Check

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Course image
Effort
4 weeks of study, 5-7 hours/week
Level
Introductory
Via
Coursera
Institutions
Salesforce
Pathstream
Instructors
Trailhead
Angela Prakash
Anthony Jones
Language
English
Transcripts
Español Français Português Deutsch Italiano 中文 العربية 한국어 日本語 हिंदी Nederlands Svenska Pусский Türkçe Polski Ελληνικά українська мова magyar nyelv Bahasa Indonesia ไทย қазақша اُردُو, فارسی বাংলা tiếng Việt پښتو آذربایجان دیلی
This course belongs to a collection called Salesforce Sales Operations. It's comprised of four courses:
  1. Lead Management in Salesforce
  2. Reports, Dashboards, and Customer Success in Salesforce
  3. Sales and CRM Overview (viewing)
  4. Opportunity Management in Salesforce
Traffic lights
Read about what's good
what should give you pause
and possible dealbreakers
Suitable for entry-level students with no prior experience in Salesforce, sales, or CRM
Serves as a preparatory course for a variety of entry-level sales roles, particularly sales operations specialist
Designed to provide a comprehensive introduction to Salesforce Sales Cloud functionalities and their role in supporting business growth
Includes four modules that progressively cover the fundamentals of the sales process, data management in CRM, and Salesforce Sales Cloud
Recommended to start with Course 2 for those with existing knowledge in sales and CRM
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