This course is part of the Salesforce Sales Operations Professional Certificate

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108 ratings

Angela Prakash +1 more instructor

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Offered By

Salesforce

Pathstream

Salesforce Sales Operations Professional CertificateSalesforce

About this Course

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The fourth course in the Salesforce Sales Operations Professional Certificate — Reports, Dashboards, and Customer Success in Salesforce — is for anyone who is curious about entry level sales roles that require foundational skills in Salesforce, the sales operations specialist role specifically, how to use tools in Salesforce to improve customer service at a business, how to leverage data in Salesforce to improve the overall performance of a sales team, and the path to becoming a Salesforce administrator.
This fourth course goes into more depth on how a sales operations specialist would use Salesforce Service Cloud to support a variety of different customer service needs. You will learn the basics of effective customer support, and you will leverage a variety of new tools available in the Salesforce Service Cloud to effectively manage customer relationships.

This course also goes into more depth on how a sales ops specialist would use Salesforce Reports and Dashboards to support a variety of needs from a sales team manager to track, improve, and forecast the overall performance of a sales team. You will learn how to use filters to produce custom reports in Salesforce, and then discover how to visualize that data effectively through the use of charts and dashboards. 

For this course, it is recommended (but not required) that you have some background knowledge of sales and CRM, as well as an understanding of the basics of Salesforce platform navigation. If you're a total beginner with these concepts, you can still be successful in this course — however, it might require some additional work on your part.

By enrolling in this course, you are taking the next step to kickstarting your career in Salesforce. Congratulations on continuing this exciting journey!

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

Learn more about Coursera Labs

Course 4 of 4 in the

Salesforce Sales Operations Professional Certificate

Beginner Level

It is recommended that you have some background knowledge of sales and CRM, and an understanding of the basics of Salesforce platform navigation.

Approx. 31 hours to complete

English

What you will learn

Understand and properly perform service/support agent processes using the Salesforce Case Management and Knowledge features in the Service Cloud.
Identify the value of using the Sales Cloud to create reports to track, improve, and forecast various aspects of the sales process.
Build reports, charts and dashboards to communicate relevant information about sales performance to stakeholders and executives.

Skills you will gain

Reports and Dashboards
CRM
Sales Operations
Customer Success
Salesforce

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

Learn more about Coursera Labs

Course 4 of 4 in the

Salesforce Sales Operations Professional Certificate

Beginner Level

It is recommended that you have some background knowledge of sales and CRM, and an understanding of the basics of Salesforce platform navigation.

Approx. 31 hours to complete

English

Instructors

Instructor rating

4.73/5 (36 Ratings)

Angela Prakash

Learning Experience Design Manager

35,829 Learners

4 Courses

Anthony Jones

Learning Experience Design Manager

35,829 Learners

4 Courses

Offered by

Salesforce

Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, artificial intelligence, voice and blockchain—to create a 360-degree view of their customers.

Trailhead is Salesforce’s free online learning platform that empowers anyone to skill up for the future. Trailhead reduces barriers to entry for all - regardless of gender, ethnicity, education level or socioeconomic background - to join the workforce of the future with access to over 800 badges covering business, tech, Salesforce and soft skills. More than 2 million learners today are skilling up and earning resume-worthy credentials on Trailhead, all while discovering new career opportunities and connecting with the vibrant Trailblazer Community. To learn more visit Trailhead.salesforce.com

Pathstream

Syllabus - What you will learn from this course

Content Rating96%(2,582 ratings)

Week1

Week 1

6 hours to complete

Supporting Customer Success Managers

Welcome to the first week of Reports, Dashboards, and Customer Success in Salesforce, the fourth and final course in the Salesforce Sales Operations Professional Certificate! This week, you'll learn about the final stage of the sales process: Customer Success. You’ll also learn more about the customer success manager (or CSM) role, how you can support that role as a sales ops specialist, and you'll dive into the Service Cloud to fully understand what tools are available to you to make sure that a CSM is doing their job as efficiently and effectively as possible.

6 hours to complete

5 videos (Total 14 min), 14 readings, 3 quizzes

5 videos

Introduction to the Course3mThe Sales Operations Specialist Role3mSalesforce Updates and Customization3mWeek 1 Introduction1mEveryday Tasks of a Customer Success Manager1m

14 readings

What is Pathstream?10mReports, Dashboards, and Customer Success in Salesforce Syllabus15mHow to Be Successful in this Course15mHow to Use Discussion Forums10mGet to Know Your Classmates10mA Note on Using Salesforce in this Course10mCreate a Trailhead Account and Playground30mA Note About Software Updates10mWhy the Service Side of Sales Matters15mCustomer Success Managers and the Sales Process10mThe Responsibilities of a Customer Success Manager10mService Cloud Overview15mBegin Your Salesforce Service Cloud Journey30mWeek 1 Recap10m

3 practice exercises

CSM Responsibilties 30mSalesforce Service Cloud30mCustomer Success Managers50m

Week2

Week 2

8 hours to complete

Service Cases in Salesforce

Welcome to the second week of Reports, Dashboards, and Customer Success in Salesforce! This week, you are going to go even deeper into the Service Cloud and work hands on with customer success tools in Salesforce through the Guided Project experience. In these Guided Projects, you will learn how you can leverage Salesforce to empower CSMs to do their jobs as effectively and efficiently as possible by working with cases and exploring other features like Knowledge and the Service Console. At the end of this week, you will also tackle your first independent project in this course, which will give you an opportunity to explore a business use case in Salesforce, hands on. By completing this project, you will be able to create a valuable portfolio piece and work sample that you can use during your future job search.

8 hours to complete

1 video (Total 2 min), 13 readings, 6 quizzes

1 video

Week 2 Introduction2m

13 readings

Why Service Cases Matter10mGuided Project Pre-Reading10mSalesforce Review15mKnowledge Basics for Lightning Experience30mI Need Help Verifying My Badge5mGuided Project Pre-Reading10mSalesforce Review15mWorking with the Service Console15mWeek 2 Recap10mProject Summary and Requirements15mSet Up Your Developer Edition Org and Connect to Trailhead10mWhat If I Didn't Complete the Independent Project in the Previous Course?15mProject Instructions45m

3 practice exercises

Salesforce Cases30mLeveraging Knowledge and the Service Console30mSalesforce Cases, Knowledge and the Service Console50m

Week3

Week 3

7 hours to complete

Supporting Sales Managers with Reports

Welcome to the third week of Reports, Dashboards, and Customer Success in Salesforce! This week, you are going to dive into a new role — the sales manager and learn how to best support the different needs of that role by leveraging Salesforce data in the form of reports. Knowing how to parse through Salesforce data, understand what’s most important, and use that targeted data to solve specific business problems is an incredibly valuable skill to have. There are many reasons why it’s valuable to leverage Salesforce data to solve real world problems, some of which include the ability to track, improve, and forecast the performance of a sales team in order to make sure that the team is hitting its goals — which you’ll learn more about this week!

7 hours to complete

4 videos (Total 9 min), 12 readings, 5 quizzes

4 videos

Week 3 Introduction2mThe Responsibilities of a Sales Manager1mGoing from Request to Report2mSales Team Members and the Sales Process: A Review3m

12 readings

Why Utilizing Reports in Salesforce Matters15mThe Life of a Sales Manager30mSalesforce for Sales Managers15mThe Value of Reports15mWhy Understanding Reports Matters5mReport Types15mApplying Filters15mSelecting a Report Format15mWhy Practicing Strategically Matters10mBuilding Reports in Lightning Experience1hCustomizing Reports15mWeek 3 Recap15m

5 practice exercises

Life of a Sales Manager30mSalesforce for Sales Managers30mUnderstanding Reports30mBuilding Reports30mSupporting Sales Managers with Reports1h

Week4

Week 4

9 hours to complete

Charts and Dashboards

Welcome to Week 4, the final week of Reports, Dashboards, and Customer Success in Salesforce! This week, you'll learn how to create visualizations of the data in your Salesforce reports using report charts and dashboards. Creating these visualizations for sales managers, and other sales team members, can be an incredibly effective way to highlight key metrics so that sales teams can make informed, data-driven decisions on the job — helping them achieve their collective goals and hit their target sales revenue. At the end of this week, you will also tackle your final independent project in this course, which will give you an opportunity to explore a business use case in Salesforce, hands on. By completing this project, you will be able to create a valuable portfolio piece and work sample that you can use during your future job search.

9 hours to complete

3 videos (Total 7 min), 16 readings, 6 quizzes

3 videos

Week 4 Introduction2mCourse and Certificate Recap2mCongratulations!1m

16 readings

Why Charts Matter5mChart Basics20mGuided Project Pre-Reading10mSalesforce Review15mDashboard Basics20mGuided Project Pre-Reading10mSalesforce Review15mCreate Reports and Dashboards for Sales and Marketing Managers1h 30mI Need Help Verifying My Badge5mWeek 4 Recap10mProject Summary and Requirements15mProject Instructions45mCareer Support Information5mPreparing for the Job Search10mStarting the Job Search15mWant to Become a Salesforce Administrator?10m

3 practice exercises

Using Charts30mUsing Dashboards30mCharts and Dashboards50m

Reviews

4.7

27 reviews

5 stars
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4 stars
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1 star
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TOP REVIEWS FROM REPORTS, DASHBOARDS, AND CUSTOMER SUCCESS IN SALESFORCE

by JOJun 4, 2022

Amazing, proud and happy for the new skilss I've gained, looking forward to utilizing them.

by NTOct 4, 2021

The most abstract portion of the certificate so far, but the delivery made all the difference.

by MOSep 21, 2022

very informative and loaded with great materials. You learn alot and get a good understanding of tools within salesforce.

by AKMar 9, 2023

This is an interesting course, my favorite part is Dashboard, it helps in visualizing your data at a glance. I love it! Thank you Coursera.

View all reviews

About the Salesforce Sales Operations Professional Certificate

The Salesforce economy will create more than $1 trillion in new revenue and 4.2 million jobs between 2019 and 2024. Developed in partnership with Trailhead — Salesforce's official learning platform — this certificate aims to teach you the foundational skills in Salesforce that will prepare you for a variety of entry-level sales roles, including the sales operations specialist position. This certificate is designed for beginners. No previous experience in Salesforce, sales, or CRM is necessary to be successful. Through four courses, you will learn the fundamentals of CRM, how to manage leads in Salesforce, how to manage opportunities in Salesforce, how to use Salesforce to ensure customer success, and how to effectively leverage Salesforce data through reports and dashboards.

Frequently Asked Questions

When will I have access to the lectures and assignments?
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.
The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.
What will I get if I subscribe to this Certificate?
When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.

More questions? Visit the Learner Help Center.

Reports, Dashboards, and Customer Success in Salesforce

About this Course

What you will learn

Skills you will gain