Certificate Authentication

Introduction to Salesforce for End Users

Overview of Salesforce Features and Concepts

• Customer relationship management (CRM) concepts
• User interface and navigation
• Terminology

Setting up a Salesforce Account

• Setting up a Salesforce account
• Customizing Salesforce
• Personal settings

Getting Started with Salesforce

• Record management
• Tracking interactions (overview, tasks, events, and emails)
• List views and reports
• Collaboration with Chatter

Managing Marketing and Leads in Salesforce

• Lead management
• Corresponding with leads
• Using Salesforce for marketing campaigns

Tracking Sales Records and Accounts

• Accounts in Salesforce
• Team-based selling
• Tracking account records activities
• Contact records management
• Opportunity records management
• Salesforce Content for sales reps
• Campaign return on investment (ROI) analysis

Providing Support Using Salesforce Serve Cloud

• Case records in Salesforce
• Service Cloud basics
• Managing cases (creating, updating, closing)
• Salesforce Service Console
• Setting up queues
• Case automation

Monitoring and Reporting with Salesforce

• Common types of reports
• Creating and customizing reports
• Report scheduling and automation
• Dashboards and dashboard components
• Creating and customizing dashboards
• Dashboard scheduling and automation

Using the Salesforce Mobile App

• Download and installation
• User interface and navigation
• Performing common functions (marketing, sales, and service)

Exploring Advanced Salesforce Topics

• Connecting Salesforce to social networks
• Importing accounts and contacts
• Managing a sales team with Salesforce
• Productivity tips and best practices

Troubleshooting

Summary and Conclusion