Salesforce Design Mastery: CRM Customization from Coursera

This course is designed to provide learners with a comprehensive understanding of the standard customization functionalities of Salesforce. It covers the foundational concepts of Salesforce, and the Lightning interface, and then progresses into more specific applications and real-world examples. The aim of the course is to bring you understanding of the different solutions available to make Salesforce easier and friendlier for your users.

Salesforce is a cloud-based customer relationship management (CRM) platform that helps businesses manage their sales, marketing, customer service, and other operations in one place. It enables companies to track interactions with customers, streamline workflows, and improve overall efficiency. By providing real-time insights and automation, Salesforce helps businesses build stronger relationships with their customers and drive growth.

This course is tailored for CRM Managers, Business Analysts, IT Professionals, and aspiring Salesforce Administrators who are eager to deepen their understanding of Salesforce customization. Whether you're managing customer relationships, analyzing business data, or maintaining Salesforce environments, this course will equip you with the skills needed to optimize Salesforce for your organization.

Participants should have a basic understanding of Customer Relationship Management (CRM) concepts, a foundational knowledge of the Salesforce platform, and an understanding of core business processes. These prerequisites ensure that participants can effectively engage with the course material and apply the concepts to real-world scenarios. Familiarity with these topics will help you to quickly grasp the more advanced customization features covered in the course.

By the end of this course, learners will be able to identify and utilize the various declarative tools available within Salesforce for customization, distinguishing when to use clicks versus code to achieve optimal results. Participants will also gain the ability to tailor Salesforce to meet specific user needs through standard functionality, enhancing both usability and productivity. Additionally, the course will guide learners in examining how Salesforce’s Data Security model impacts the user experience, enabling them to implement security measures that align with organizational requirements.

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Focuses on declarative tools within Salesforce, which allows learners to customize the platform without needing to write code, making it accessible to a wider audience

Explores Salesforce's Data Security model, which is essential for professionals who need to ensure data privacy and compliance within their organizations

Requires a foundational knowledge of the Salesforce platform, which may necessitate additional introductory coursework for individuals new to the Salesforce ecosystem

Teaches how to tailor Salesforce to meet specific user needs, which enhances usability and productivity, and is a valuable skill for those managing Salesforce environments

Covers the Lightning interface, which is the current user interface for Salesforce, ensuring that the skills learned are directly applicable to modern Salesforce implementations

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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 Salesforce Design Mastery: CRM Customization with these activities:

Review CRM Fundamentals

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Reinforce your understanding of CRM principles to better grasp Salesforce customization concepts.

Browse courses on Customer Relationship Management

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Review the core concepts of CRM.
Understand the benefits of using a CRM system.
Familiarize yourself with common CRM terminology.

Salesforce for Dummies

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Use this book to get a broad overview of Salesforce and its various features.

View Salesforce.com for Dummies (For Dummies Series) on Amazon

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Obtain a copy of the book.
Read the chapters relevant to the course topics.
Take notes on key concepts and best practices.

Practical Salesforce.com Development Without Code: Customizing Salesforce on the Force.com Platform

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Supplement your learning with a book focused on no-code Salesforce customization techniques.

View Practical Salesforce.com Development Without... on Amazon

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Obtain a copy of the book.
Read the chapters relevant to the course topics.
Apply the techniques described in the book to your sandbox environment.

Four other activities

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Complete Salesforce Trailhead Modules

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Enhance your Salesforce skills by completing relevant Trailhead modules on customization.

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Identify relevant Trailhead modules on Salesforce customization.
Complete the modules, paying attention to hands-on exercises.
Take notes on key concepts and best practices.

Participate in Salesforce Study Groups

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Engage with peers to discuss course concepts and share customization strategies.

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Join a Salesforce study group or online forum.
Participate in discussions and ask questions.
Share your own customization experiences and insights.

Document Customization Best Practices

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Solidify your understanding by creating a document outlining best practices for Salesforce customization.

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Research best practices for Salesforce customization.
Organize your findings into a clear and concise document.
Include examples and explanations to illustrate each practice.

Customize a Salesforce Sandbox Environment

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Apply your knowledge by customizing a Salesforce sandbox environment to meet specific business requirements.

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Set up a Salesforce Developer Edition account.
Define a specific business scenario for customization.
Implement customizations using declarative tools.
Document your customizations and their purpose.

Career center

Learners who complete Salesforce Design Mastery: CRM Customization will develop knowledge and skills that may be useful to these careers:

Salesforce Administrator

A Salesforce Administrator is responsible for the day-to-day management and configuration of the Salesforce platform, ensuring it meets the needs of the organization. This course helps prepare you for such a role as it focuses on the standard customization functionalities of Salesforce, including the Lightning interface. To excel as a Salesforce Administrator, you’d enhance your understanding of tailoring Salesforce to meet specific user needs. You'd use declarative tools available within Salesforce for customization, and also examine how Salesforce’s Data Security model impacts the user experience, as would be taught in this course.

See salaries and explore the career path for Salesforce Administrator

Salesforce Consultant

A Salesforce Consultant works with clients to implement and optimize their Salesforce systems to meet their particular business needs. This course is ideal for aspiring Salesforce Consultants, as it covers the comprehensive understanding of the standard customization functionalities of Salesforce. A Salesforce Consultant should be capable of tailoring Salesforce through standard functionality, which directly relates to the content of this course. You would be able to help clients customize it to their specific user needs, enhancing both usability and productivity. You would also be able to examine how Salesforce’s Data Security model impacts the user experience.

See salaries and explore the career path for Salesforce Consultant

CRM Manager

A CRM Manager oversees an organization's customer relationship management strategies and systems. This course is excellent for future CRM Managers, as it provides a comprehensive understanding of the standard customization functionalities of Salesforce, a leading CRM platform. The ability to customize Salesforce to meet specific user needs, which is taught in this course, is crucial for optimizing the CRM system to meet organizational goals. A CRM Manager would certainly benefit from learning how to make Salesforce easier and friendlier for the users, as covered in this course.

See salaries and explore the career path for CRM Manager

Sales Operations Analyst

A Sales Operations Analyst supports sales teams by optimizing processes and tools, including CRM systems like Salesforce. This course may be useful for a future Sales Operations Analyst because it covers the standard customization functionalities of Salesforce. Understanding Salesforce customization, as taught in this course, provides you with the ability to identify areas for improvement, configure the system to align with sales strategies, and ultimately enhance sales productivity. A Sales Operations Analyst would also be concerned with how Salesforce’s Data Security model impacts the user experience, which is covered in this course.

See salaries and explore the career path for Sales Operations Analyst

Business Analyst

A Business Analyst examines data and business processes to determine the needs of an organization. This course may be useful for a Business Analyst looking to work with CRM systems. The course provides a comprehensive understanding of standard Salesforce customization. Business Analysts evaluate existing systems and processes and then recommend solutions. The course specifically examines how to tailor Salesforce to meet specific user needs through standard functionality, and you would learn to distinguish when to use clicks versus code, which is something that a business analyst would consider.

See salaries and explore the career path for Business Analyst

System Analyst

A System Analyst studies the computer systems of an organization, evaluating its efficiency and then making recommendations for improvement. This course may be useful for a System Analyst when looking at a Salesforce system. The course is designed to provide learners with a comprehensive understanding of the standard customization functionalities of Salesforce. This includes Salesforce's foundational concepts, the Lightning interface, and specific applications. The course covers tailoring Salesforce to meet specific user needs through standard functionality, which is important information for a System Analyst.

See salaries and explore the career path for System Analyst

IT Professional

An IT Professional is involved in the installation, development, and maintenance of computer systems. This course may be useful for an IT Professional who has to work with Salesforce as part of their organisation's infrastructure. The course provides a comprehensive understanding of Salesforce's customization functionalities, including its foundational aspects and the Lightning interface. An IT Professional may be tasked with tailoring Salesforce to meet specific user needs, and this course would equip them with this ability. The course will also show you how Salesforce’s Data Security model impacts the user experience.

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Implementation Specialist

An Implementation Specialist assists organizations in setting up new software systems. This course can be useful for an Implementation Specialist who needs to help clients implement a Salesforce system. The course covers core aspects of Salesforce, including the Lightning interface, standard customization functionalities, and real-world examples. A major component of the role is tailoring the system to meet specific user needs through standard functionality, which is taught in this course. Understanding how Salesforce's Data Security model impacts user experience is also helpful when implementing a system.

See salaries and explore the career path for Implementation Specialist

Data Analyst

A Data Analyst interprets data to provide insights and make business recommendations. This course may be useful for a Data Analyst that seeks to understand how Salesforce data is maintained and managed. The course provides a comprehensive understanding of the standard customization functionalities of Salesforce. It also covers how Salesforce's Data Security model impacts the user experience. This would be helpful for a Data Analyst who would need to understand the implications of how Salesforce is set up to be able to use the data effectively.

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Solutions Architect

A Solutions Architect designs and oversees the implementation of technology solutions to solve business problems. This course can be helpful for a Solutions Architect since it covers the foundational concepts of Salesforce, including the Lightning interface, and then progresses into more specific applications and real-world examples. A Solutions Architect would consider how best to use Salesforce's various declarative tools for customization. The course's focus on tailoring Salesforce to meet specific user needs through standard functionality would also be helpful to a Solutions Architect.

See salaries and explore the career path for Solutions Architect

Project Manager

A Project Manager plans, executes, and controls projects, often involving software implementations and upgrades. This course may be useful for a Project Manager who oversees Salesforce implementation or customization projects. This course provides a comprehensive understanding of standard Salesforce customization. Project Managers need to understand how to tailor Salesforce to meet specific user needs through standard functionality. Understanding how Salesforce's Data Security model impacts user experience is also crucial for effective management of a project.

See salaries and explore the career path for Project Manager

Technical Support Specialist

A Technical Support Specialist provides assistance to users experiencing technical issues with software. This course may be useful for a Technical Support Specialist who provides support for Salesforce users. This course provides a comprehensive overview of the standard customization functionalities of Salesforce. This includes understanding the different solutions available to make Salesforce easier and friendlier, and helps a technical support specialist guide users through the system and solve issues more effectively.

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Marketing Operations Specialist

A Marketing Operations Specialist focuses on the systems and tools used by the marketing team. This course may be useful for a Marketing Operations Specialist who needs to maintain a Salesforce instance. The course helps learners gain a comprehensive understanding of Salesforce’s standard customization functionalities. By learning how to tailor Salesforce to meet specific needs through standard functionality, a Marketing Operations Specialist can improve the usability and productivity of the system for the marketing team.

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Customer Success Manager

A Customer Success Manager focuses on ensuring clients achieve their desired outcomes while using a product or service. This course may be useful for a Customer Success Manager who interacts with clients using Salesforce. The course provides learners with a deep understanding of the standard customization functionalities within Salesforce. By learning how to customize Salesforce and understand what tools are available, a Customer Success Manager would be able to better understand and help their clients.

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Database Administrator

A Database Administrator manages and maintains databases, ensuring their security and efficiency. This course may be useful for a Database Administrator who works with Salesforce data. The course provides a comprehensive view of the standard customization functionalities within Salesforce. It also looks at Salesforce's data security model, which would be useful for understanding data security and structure within Salesforce. A database administrator benefits from gaining familiarity with the structure of a Salesforce database.

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Salesforce Design Mastery

CRM Customization

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