Duration: 3 Days
In this class, you will learn best practices for implementing the Sales and Service Clouds using process maps, important design considerations, key reporting metrics, and data management and migration strategies. You will learn how to develop effective business requirements and to create business and work process flows to drive productivity in your marketing and sales environment.
What You Will Learn
To complete the following tasks for the Sales and Service Clouds:
- Ask targeted discovery questions to uncover business requirements
- Discuss each application's inherent business processes and features
- Describe design tradeoffs
- Design an application solution to address common business requirements
- Identify common key reporting metrics
- Explain common data migration and integration considerations
- Plan deployment strategies
- Recommend design considerations for usability and administration
Audience
- Salesforce consultants looking for an introduction to implementing the Sales and Service Clouds
- Certified administrators and developers looking for implementation best practices and strategies
Prerequistes
Salesforce.com Certified Administrator credential
Course Outline
1. Implementing Salesforce Marketing
- Drive new business
- Align sales and marketing
- Manage reports and campaigns to measure marketing ROI
- Plan for data migration, integration, and advanced marketing concepts
Exercises:
- Plan for requirements gathering
- Develop a lead-generation strategy
- Design a lead handoff process
- Design an effective campaign structure
- Use campaigns to maximize marketing effectiveness
2. Implementing the Service Cloud
- High quality one and done case management
- Streamlined case resolution process
- Increased agent effectiveness
- Self-learning knowledge database
- Reports to ensure service never skips a beat
- Plan for data migration, integration, and advanced customer service concepts
Exercises:
- Plan for requirements gathering
- Design a case routing process
- Design a case management process
- Design solutions to address usability
- Design a knowledge management structure
3. Implementing the Sales Cloud
- Build a strong pipeline
- Manage the funnel
- Improve sales rep productivity
- Obtain full visibility with reports and dashboards
- Extend solutions with advanced features, AppExchange applications, and other Salesforce CRM applications
Exercises:
- Plan a project kickoff
- Generate a list of discovery questions for requirements gathering
- Design a lead management process
- Design a sales funnel
- Design a custom SFA solution
4. Application Essentials
- Set up a secure environment
- Optimize usability for client adoption
- Set up data management practices to ensure trusted data quality
- Provide full visibility with reports and dashboards
- Understand the advanced concepts, applications, and customizations available to complement a CRM Solution
Exercises:
- Modify existing security settings
- Design home pages that minimize clicks to get to data
- Create a data migration plan
Course Labs
