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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/reports-dashboards-and-customer-success-in-salesforce
课程评论：没有评论
课程名称：Salesforce中的报告、仪表板和客户成功 课程概述： 此课程为Salesforce销售运营专业证书的第四门课程，适合对初级销售角色感兴趣的学习者，特别是销售运营专员角色所需的Salesforce基础技能。课程内容包括如何利用Salesforce中的工具改善企业客户服务，如何利用数据提升销售团队整体表现，以及成为Salesforce管理员的路径。 在本课程中，将深入探讨销售运营专员如何使用Salesforce Service Cloud 来支持各种客户服务需求。您将学习有效客户支持的基础知识，并利用Salesforce Service Cloud中提供的多种新工具有效管理客户关系。 课程还将深入研究销售运营专员如何使用Salesforce报告和仪表板来支持销售团队经理的不同需求，以跟踪、改善和预测销售团队的整体表现。您将学习如何使用过滤器在Salesforce中生成自定义报告，并通过图表和仪表板有效地可视化这些数据。 建议（但非必需）您具备一些销售和客户关系管理（CRM）的背景知识，以及对Salesforce平台导航的基本了解。如果您对这些概念完全陌生，仍然可以成功完成此课程，但可能需要付出额外的努力。 通过注册本课程，您为开启在Salesforce的职业生涯迈出了下一步。祝贺您继续这段令人兴奋的旅程！ 课程大纲： 1. 支持客户成功经理 - 在本周，您将了解销售过程的最后阶段：客户成功。您将学习客户成功经理（CSM）角色的支持方法，并深入Service Cloud，了解可用的工具，以确保CSM高效有效地完成工作。 2. Salesforce中的服务案例 - 本周，您将更深入地了解Service Cloud，并通过引导项目体验获取Salesforce中的客户成功工具。您将学习如何利用Salesforce支持CSM的工作，并处理服务案例、知识库和服务控制台等功能。 3. 通过报告支持销售经理 - 本周，您将学习如何支持销售经理的不同需求，利用Salesforce数据生成报告。您将掌握解析Salesforce数据的重要性及其解决特定业务问题的技能。 4. 图表和仪表板 - 在最后一周，您将学习如何使用报告图表和仪表板创建数据可视化。制作这些可视化对于销售经理及其他销售团队成员在做出数据驱动决策时非常有效，能够帮助团队实现集体目标。在这一周结束时，您将进行最后一个独立项目，这将为您在未来的求职过程中提供一个有价值的作品集和工作样本。
Name:Supporting Customer Success Managers
Description: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.
Name:Service Cases in Salesforce
Description: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.
Name:Supporting Sales Managers with Reports
Description: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!
Name:Charts and Dashboards
Description: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.
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!
