Reports, Dashboards, and Customer Success in Salesforce

Go to Course: https://www.coursera.org/learn/reports-dashboards-and-customer-success-in-salesforce

Introduction

### Course Review: Reports, Dashboards, and Customer Success in Salesforce **Course Overview:** The "Reports, Dashboards, and Customer Success in Salesforce" course is the fourth module of the Salesforce Sales Operations Professional Certificate on Coursera. This course is thoughtfully designed for individuals aspiring to establish a career in entry-level sales roles, particularly those interested in the sales operations specialist position. It skillfully combines foundational Salesforce skills with practical knowledge about customer service optimization and data-driven performance enhancement for sales teams. Salesforce has become an industry standard for customer relationship management (CRM), making proficiency in its use vital for anyone looking to excel in sales operations. This course not only prepares you for entry-level roles, but it also lays the foundation for potential future growth into a Salesforce admin position. ### Course Syllabus Breakdown: 1. **Week 1: Supporting Customer Success Managers** The course kicks off by introducing the customer success manager (CSM) role and explores how sales operations specialists can support CSMs effectively. You'll get acquainted with Salesforce's Service Cloud tools, essential for ensuring CSMs perform their duties efficiently. This week sets the stage for understanding the critical final stage of the sales process: customer success. 2. **Week 2: Service Cases in Salesforce** In the second week, you’ll dive deeper into the Service Cloud, engaging in hands-on projects to learn about customer success tools in Salesforce. You'll work with service cases, the Knowledge component, and the Service Console. The highlight is your first independent project, which allows you to apply your learning in a real-world context, making it a great addition to your portfolio. 3. **Week 3: Supporting Sales Managers with Reports** The focus shifts to the sales manager's role in week three. Here, you will learn how to utilize Salesforce for creating insightful reports to support sales managers in addressing their teams' needs. Mastering the art of data analysis and reporting will empower you to tackle business challenges effectively, enhancing your value as a sales operations professional. 4. **Week 4: Charts and Dashboards** The final week culminates in learning about visual data representation through charts and dashboards. This skill is critical for helping sales teams visualize key metrics, facilitating informed decision-making that drives sales performance. The course concludes with a final independent project where you’ll implement everything you've learned, further boosting your portfolio. ### Why You Should Consider This Course: - **Hands-On Learning:** The course emphasizes practical application through guided and independent projects, which is invaluable for students. This practical experience will allow you to showcase your newfound skills to future employers. - **Industry-Relevant Skills:** Learning how to navigate Salesforce’s powerful tools equips you with skills that are in high demand across various industries, particularly in roles connected to sales operations and customer success. - **Career Path Insights:** The course provides clarity on the career trajectory within Salesforce, including what it means to transition into roles like Salesforce admin, which adds future career development potential for learners. - **Community and Resources:** As part of the Coursera platform, you'll have access to a community of learners and resources that can assist you throughout the course and beyond. ### Recommendation: If you are looking to jumpstart your career in sales operations, I highly recommend enrolling in the "Reports, Dashboards, and Customer Success in Salesforce" course. Its structured approach ensures that you’ll acquire essential skills that not only improve your immediate employability but also lay the groundwork for long-term career success in the Salesforce ecosystem. With a blend of theoretical knowledge and practical projects, this course is perfect for both newcomers and those seeking to refine their skills in using Salesforce for customer success and sales management. Take that step towards advancing your career today and empower yourself with the tools necessary to succeed in the fast-paced world of sales operations!

Syllabus

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.

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.

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!

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.