Course Outline

Module 1: Introduction to Salesforce CRM

• Overview of Salesforce ecosystem and architecture

• Key modules: Sales, Service, and Marketing Clouds

• Case Study: Salesforce in global organizations

Module 2: Data Management in Salesforce

• Importing, cleaning, and managing customer data

• Customizing fields and objects

• Practical Exercise: Building a customer database

Module 3: Lead & Opportunity Management

• Tracking customer journeys from leads to conversions

• Opportunity pipeline management

• Hands-on Exercise: Managing sales pipelines in Sales Cloud

Module 4: Workflow Automation & Productivity Tools

• Automating routine tasks with Process Builder and Flow

• Setting reminders, approvals, and notifications

• Practical Exercise: Designing an automated workflow

Module 5: Custom Dashboards & Reporting

• Building and customizing dashboards

• Generating real-time reports for decision-making

• Workshop: Creating a sales performance dashboard

Module 6: Service Cloud for Customer Support

• Case management and customer query handling

• Knowledge base and self-service portals

• Simulation: Managing customer support requests

Module 7: Marketing Cloud for Customer Engagement

• Designing and automating marketing campaigns

• Customer segmentation and targeting

• Practical Exercise: Creating an email drip campaign

Module 8: Salesforce Integration with Other Systems

• APIs and integration with ERP, email, and collaboration tools

• Data synchronization across systems

• Case Study: Salesforce integration in financial services

Module 9: Analytics & Forecasting

• Using Salesforce reports for forecasting sales

• Predictive analytics and AI features in Salesforce

• Hands-on Lab: Forecasting revenue using Salesforce tools

Module 10: Capstone Project – Salesforce CRM in Action

• End-to-end CRM project implementation

• Customizing Salesforce for a chosen business scenario

• Final Presentation: Delivering insights and solutions using Salesforce