Supporting Customer Success Managers -Introduction to the Course and Job Role
Introduction to the Course
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What is Pathstream?
The Sales Operations Specialist Role
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Reports, Dashboards, and Customer Success in Salesforce Syllabus
How to Be Successful in this Course
How to Use Discussion Forums
Get to Know Your Classmates
Supporting Customer Success Managers -Using Salesforce in this Course
A Note on Using Salesforce in this Course
Create a Trailhead Account and Playground
A Note About Software Updates
Salesforce Updates and Customization
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Supporting Customer Success Managers -The Life of a Customer Success Manager
Week 1 Introduction
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Why the Service Side of Sales Matters
Customer Success Managers and the Sales Process
The Responsibilities of a Customer Success Manager
Everyday Tasks of a Customer Success Manager
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Supporting Customer Success Managers -Salesforce for Customer Success Managers
Service Cloud Overview
Begin Your Salesforce Service Cloud Journey
Week 1 Recap
Service Cases in Salesforce-Working with Cases in the Service Cloud
Week 2 Introduction
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Why Service Cases Matter
Guided Project Pre-Reading
Salesforce Review
Service Cases in Salesforce-Knowledge Basics and The Service Console
Knowledge Basics for Lightning Experience
Guided Project Pre-Reading
Salesforce Review
Working with the Service Console
Week 2 Recap
Service Cases in Salesforce-Independent Project: Use Salesforce to Support Customers
Project Summary and Requirements
Set Up Your Developer Edition Org and Connect to Trailhead
What If I Didn't Complete the Independent Project in the Previous Course?
Project Instructions
Supporting Sales Managers with Reports-The Life of a Sales Manager
Week 3 Introduction
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Why Utilizing Reports in Salesforce Matters
The Life of a Sales Manager
The Responsibilities of a Sales Manager
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Supporting Sales Managers with Reports-Salesforce for Sales Managers
Salesforce for Sales Managers
The Value of Reports
Going from Request to Report
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Sales Team Members and the Sales Process: A Review
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Supporting Sales Managers with Reports-Understanding Reports
Why Understanding Reports Matters
Report Types
Applying Filters
Selecting a Report Format
Supporting Sales Managers with Reports-Building Reports
Why Practicing Strategically Matters
Building Reports in Lightning Experience
Customizing Reports
Week 3 Recap
Charts and Dashboards-Using Charts
Week 4 Introduction
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Why Charts Matter
Chart Basics
Guided Project Pre-Reading
Salesforce Review
Charts and Dashboards-Using Dashboards
Dashboard Basics
Guided Project Pre-Reading
Salesforce Review
Create Reports and Dashboards for Sales and Marketing Managers
Week 4 Recap
Charts and Dashboards-Independent Project: Use Salesforce to Create Reports and Dashboards
Project Summary and Requirements
Project Instructions
Charts and Dashboards-Career Support
Career Support Information
Preparing for the Job Search
Starting the Job Search
Charts and Dashboards-Course and Certificate Wrap Up
Course and Certificate Recap
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Want to Become a Salesforce Administrator?
Congratulations!
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