Course Outline
Module 1: Introduction to CRM & Salesforce

• What CRM is and why it matters

• Overview of Salesforce ecosystem and architecture

• Case Study: Organizations succeeding with CRM adoption

Module 2: Navigating the Salesforce Interface

• Understanding objects, records, and fields

• Hands-on practice: Dashboard navigation and customization

• Exercise: Finding and updating customer records

Module 3: Managing Customer Data

• Creating, editing, and organizing accounts, contacts, and leads

• Best practices for maintaining data quality

• Workshop: Cleaning up duplicate or outdated records

Module 4: Service Request & Case Management

• Logging service requests and tracking resolution

• Assigning tasks to the right teams

• Role Play: Responding to customer cases using Salesforce

Module 5: Reporting & Performance Tracking

• Creating and interpreting basic reports and dashboards

• Identifying service trends and bottlenecks

• Group Project: Build a simple service performance dashboard