Course Modules

Module 1: Introduction to Salesforce CRM for Engagement

• Overview of Salesforce ecosystem and architecture
• Role of CRM in customer engagement strategy
• Key Salesforce features for engagement
• Navigating the Salesforce interface effectively
• Case Study: Salesforce adoption in a multinational retail company

Module 2: Customer Data Management in Salesforce

• Importing, cleaning, and organizing customer data
• Contact and account management best practices
• Data enrichment and integration with external sources
• Ensuring data quality and compliance within Salesforce
• Case Study: Data management optimization for a financial services firm

Module 3: Automating Customer Engagement

• Workflow automation with Salesforce tools
• Designing personalized campaigns with Marketing Cloud
• Using Journey Builder for customer lifecycle engagement
• Integrating chatbots and AI into Salesforce workflows
• Case Study: Automated onboarding journeys in a SaaS company

Module 4: Analytics and Insights with Salesforce

• Using Salesforce reports and dashboards for engagement
• Tracking customer interactions across channels
• Leveraging Einstein AI for predictive insights
• Interpreting analytics for improved CX strategies
• Case Study: Predictive engagement analytics in a healthcare organization

Module 5: Designing Engagement Strategies with Salesforce

• Aligning Salesforce CRM with business goals
• Collaborating across sales, service, and marketing teams
• Building scalable engagement workflows
• Developing roadmaps for long-term Salesforce success
• Case Study: Cross-team Salesforce engagement strategy in a telecom firm