Course delivered in English
Lessons: 3
Level: Beginners
Access: Free Online Course (Audit)

Course info:

Salesforce offers an amazing set of sales, marketing, service, collaboration, security, and analytics capabilities, as well as the ability to create your own solutions on the Salesforce Platform. Salesforce is used by a wide range of companies from small start-ups to large enterprise companies in various industries. Getting indept knowledge of Salesforce Platform then can boost your professional career and get you a bright future. You them should start looking at the road ahead using this Certification Guide.

In order to acquire the necessary skills you should start your Learning path online using the official learning Platform called Trialhead.

Get started with Trailhead in just a few minutes.

Module 1 - Trailhead: Quick Look

• Learn what Trailhead is and how to use it to gain new skills - ~5 mins
• 1 Unit: Get Familiar with Trailhead - ~5 mins (value +100 POINTS)

Module 2 - Trailhead Navigation: Quick Look

• Discover the best way to navigate Trailhead mobile and desktop.- ~5 mins
• 1 Unit: Learn to Navigate Trailhead - ~5 mins (value +100 POINTS)

Module 3 - Trailblazer Community: Quick Look

• Connect with other Trailblazers by exploring the Trailblazer Community. ~5 mins
• 1 Unit: Explore the Trailblazer Community - ~5 mins (value +100 POINTS)

Course delivered in English
Lessons: 2
Level: Beginners
Access: Free Online Course (Audit)

Course info:

Salesforce Sales Cloud is a customer relationship management (CRM) platform designed to support sales, marketing and customer support in both business-to-business (B2B) and business-to-customer (B2C) contexts. This specific module is aimed at introducing you to Sales Cloud.

Salesforce is used by a wide range of companies from small start-ups to large enterprise companies in various industries. Getting indept knowledge of Salesforce Platform then can boost your professional career and get you a bright future. You them should start looking at the road ahead using this Certification Guide.

In order to acquire the necessary skills you should start your Learning path online using the official learning Platform called Trialhead.

Get started with Trailhead in just a few minutes.

Module 1 - Sales Cloud Basics (+400 points)
Grow your business, boost productivity, and make smart decisions with Sales Cloud.

• Get to Know Sales Cloud - ~Approx 10 mins
• Grow Your Business with Sales Cloud - Approx 10 mins
• Measure Sales Metrics that Matter - approx 10 mins
• Learn About the Salesforce Platform Advantage - Approx 10 mins

Module 2 - Lead to Cash Sales Features (+600 points)
Optimize Salesforce with the right combination of products for your sales teams.

• Move Customers from Lead to Cash on One Platform - Approx 5 mins
• Boost Adoption with Inbox - Approx 10 mins
• Close Deals Faster with Salesforce CPQ - Approx 10 mins
• Use Sales Analytics to Make Smart Moves - Approx 15 mins
• Nurture Prospects with Salesforce Engage - Approx 10 mins
• Increase Productivity with Partner Relationship Management - Approx 10 mins

Course delivered in English
Lessons: 13
Level: Intermediate
Access: Free Online Course (Audit)

Course info:

Get Started with Service Cloud for Lightning Experience helps you understand how to improve the productivity of your customer service team.
Salesforce offers an amazing set of sales, marketing, service, collaboration, security, and analytics capabilities, as well as the ability to create your own solutions on the Salesforce Platform. Salesforce is used by a wide range of companies from small start-ups to large enterprise companies in various industries. Getting indept knowledge of Salesforce Platform then can boost your professional career and get you a bright future. You them should start looking at the road ahead using this Certification Guide.

In order to acquire the necessary skills you should start your Learning path online using the official learning Platform called Trialhead.

Course Details

Module 1 - Service Cloud: Quick Look (+100 points)
See how Service Cloud helps you deliver faster, more personalized service.

• Provide Great Service and Inspire Customer Loyalty - Approx 10 mins

Module 2 - Service Setup Assistant: Quick Look (+100 points)
Use Setup Assistant to implement Service Cloud in a few clicks.

• Set Up Your Contact Center - Approx 10 mins

Module 3 - Customer Service Incident Management: Quick Look (+100 points)
Fix service disruptions and communicate resolutions quickly.

• Address Disruptions and Build Customer Trust - Approx 10 mins

Module 4 - Service Cloud for Lightning Experience (+800 points)
Set up customer service for your business.

• Begin Your Customer Service Journey - Approx 15 mins
• Administer Service Cloud - Approx 20 mins
• Automate Case Management - Approx 30 mins
• Create Digital Engagement on Multiple Channels - Approx 30 mins

Module 5 - Service Cloud Agent Experience (+300 points)
Discover how agents use the Service console to close customer cases fast.

• Learn About Service Cloud for Agents - Approx 10 mins
• Explore the Service Console - Approx 10 mins
• Create and Manage Cases - Approx 10 mins

Module 6 - Service Cloud Agent Productivity (+1,600 points)
Help your agents work faster and more efficiently in the Service Console.

• Learn About Service Console Productivity Tools - Approx 10 mins
• Set Up the Productivity Tools - Approx 30 mins
• Create a Macro and Quick Text - Approx 30 mins
• Use All the Tools Together - Approx 30 mins

Module 7 - Salesforce Flow for Service (+700 points)
Simplify onboarding and guide your agents to resolve cases quickly and consistently.

• Learn About Salesforce Flow for Service - Approx 10 mins
• Learn About Process Automation Tools and RecordActions - Approx 10 mins
• Set Up Salesforce Flow for Service - Approx 25 mins

Module 8 - Entitlement Management for Lightning Experience (+800 points)
Use entitlements to ensure your customers receive top-notch service.

• Get Started with Entitlements - Approx 25 mins
• Set Up Milestones - Approx 25 mins
• Use Entitlements in Customer Cases - Approx 20 mins
• Use Entitlements with Work Orders - Approx 20 mins

Module 9 - Omni-Channel for Lightning Experience (+1,700 points)
Route work to the right agent for the job and get a complete view of your contact center.

• Get Started with Omni-Channel - Approx 10 mins
• Understand Queue-Based Routing - Approx 20 mins
• Understand Skills-Based Routing - Approx 25 mins
• Start Routing with Omni-Channel - Approx 25 mins
• Monitor Your Contact Center with Omni-Channel Supervisor - Approx 25 mins

Module 10 - Knowledge Basics for Lightning Experience (+ 300 points)
Use Lightning Knowledge to create a knowledge base for better customer service.

• Get Started with Lightning Knowledge- Approx 10 mins
• Prepare Your Salesforce Knowledge Base - Approx 10 mins
• Set Up a Simple Knowledge Base - Approx 10 mins

Module 11 - Survey Basics (+2,000 points)
Gather insights from customers or employees with surveys.

• Prepare for Your First Survey - Approx 20 mins
• Build Your Survey - Approx 25 mins
• Add Logic to Your Survey - Approx 25 mins
• Send Out and Track Your Survey - Approx 25 mins

Module 12 - Salesforce Surveys for Admins (+1,600 points)
Translate, automate, and evaluate your surveys with Salesforce Surveys.

• Translate Your Survey - Approx 20 mins
• Begin and Close Cases with Survey Invitations - Approx 20 mins
• Automate Your Survey Invitations - Approx 20 mins
• Analyze Your Responses - Approx 20 mins

Module 13 - Service Metrics (+700 points)
Make better business decisions based on customer service data.

• Get Started with Service Metrics - Approx 10 mins
• Create a Service Metrics Strategy - Approx 10 mins
• Analyze Your Service Data in Salesforce - Approx 15 mins

Module 14 - Service Cloud Transition to Lightning Experience (+400 points)
Discover how easy it is to move to Service Cloud Lightning.

• Find Familiar Service Features in Lightning Experience - Approx 20 mins
• Upgrade Your Console - Approx 20 mins
• Upgrade Case Feed - Approx 25 mins
• Upgrade Case Layouts - Approx 25 mins

Course delivered in English
Lessons: 3
Level: Beginners
Access: Free Online Course (Audit)

What is MyTrailhead
MyTrailhead is a customized learning platform that represents a company and its brand. It is similar to Trailhead and is a gamified way to help employees learn and keep them interested by allowing them to earn badges and points.

Modules for MyTrailhead including both setup/admin and how to write for MyTrailhead. This Course can be completed in Approx 3 hrs 45 mins

• Module 1 - Writing Style
  Learn to write conversationally with these style tips. (+300 POINTS)
• Module 2 -Writing for myTrailhead
  Create engaging myTrailhead content for your company. (+300 POINTS)
• Trail 1 - Create New Learning Experiences with myTrailhead
  Foster a culture of learning at your company by building and publishing custom, gamified modules and trails. (+1,800 POINTS)

Course delivered in English
Lessons: 3
Level: Beginner
Access: Free Online Course (Audit)

Course Info:

With Marketing Cloud Basics you can explore our powerful suite of products and start building your digital marketing strategy. This Trail can be completed in just 30 minutes.

Course Info:

What is Marketing Cloud? Salesforce for Marketing is built on the world's #1 CRM platform. It enables you to know your customer, personalize with intelligence, and engage across the entire journey. It’s the only integrated customer engagement platform that enables you to deliver personalized customer engagement at scale on every channel, from email to web, mobile, social, and digital advertising. Marketing Cloud covers it all.

Course Modules:

• Module 1: Get Started with Marketing Cloud - approx 10 mins (+100 points)
• Module 2: Learn About Marketing Cloud and the Customer Success Platform - approx 10 mins (+100 points)
• Module 3: Get the Most Out of Marketing Cloud - approx 10 mins (+100 points)

Course delivered in English
Lessons: 3
Level: Beginners
Access: Free Online Course (Audit)

Course info:

Customer Journey Basics helps you to connect your data, departments, and channels to deliver great 1-to-1 customer experiences. It should take approx 30 minutes to complete this course.

1. Understand the Connected Customer ~10 minutes
2. Get Started with Customer Journeys ~10 minutes
3. Execute Your Journey Strategy ~10 minutes

Course delivered in English
Lessons: 4
Level: Beginners
Access: Free Online Course (Audit)

Course info:

Marketing Automation Strategies helps you to learn how to scale your marketing efforts using first-party data, templates, and automations.. This course should take approx 55 minutes to complete.

1. Power Your Marketing with Email and First-Party Data - 15 minutes duration
2. Drive Productivity with Scheduled Automations - 15 minuti duration
3. Respond to Customers with Triggered Automations - 10 minuti duration
4. Reach Customers on Every Channel - 15 minuti duration

Course delivered in English
Lessons: 6
Level: Beginners
Access: Free Online Course (Audit)

Craft 1-to-1 consumer experiences across email, mobile, social, advertising, and the web with Marketing Cloud Engagement. This course should take approx 2 hours to complete.

• Module 1 - Marketing Cloud Engagement: Quick Look - 5 minutes (+300 POINTS)
  Create customer experiences that strengthen relationships and grow your business and Get to Know Marketing Cloud Engagement
• Module 2 - Marketing Cloud Engagement Basics - 20 minutes (+400 POINTS)
  Explore our powerful suite of products and start building your digital marketing strategy.
• Module 3 - Marketing Cloud Engagement Products - 30 minutes (+300 POINTS)
  Connect with the right person, the right way, at the right time with Marketing Cloud.
• Module 4 - Roles and Responsibilities for Marketing Teams - 25 minutes (+400 POINTS)
  Build an effective digital marketing team with the right mix of skills.
• Module 5 - Marketing Cloud Engagement Resources - 20 minutes (+300 POINTS)
  Discover tools to help you succeed with Marketing Cloud Engagement.
• Module 6 - Marketing Cloud Engagement Release Readiness - 15 minutes (+300 POINTS)
  Review the Marketing Cloud Engagement release schedule and prepare for releases.