Learning Objectives: Get to know about Cloud computing concepts, SAAS, PAAS, IAAS – Service model, Public, Private, Community, and Hybrid Cloud models. You will also get an introduction to SFDC and its architecture.

Topics:

• What is CRM?

• Common business issues faced by companies today.

• How CRM can help?

• What CRM brings to business?

• Evolution of CRM

• Business value of CRM

• What CRM means to you as a user?

• Customers benefiting from CRM

• A view of available of CRM products from IT industry

• Home page, Tabs, Apps, Tab Home Pages, Record, Detail Page, Related lists and Sidebar

• Understanding Leads and Opportunities

• How CRM can help?

• Campaign Management

• Mass Email

• Adding A Lead

• Lead Qualification

• Adding An Account

• Edit An Account Record

• Adding A Product To An Opportunity

• Sales ID

• Adding A Task

• Connect To Microsoft Outlook

• Send And Add An Email

• Logging A Call

• Document Tab

• Web to lead

• Assignment Rules

• Auto response Rules

• Sales automation

• Converting A Lead

• Team Contacts

• Adding An Opportunity

• Sales Console

• Activity History

• Success Guidance Path

• Quote Management

• Forecasting Management

• Target vs actual

• Web to Case

• Omni Channel

• Case Assignment

• SLA and Milestones

• Escalation Management

• Knowledge Base

• Article Management

• Self Service Portal

• Service Console

• Case Team

• Feedback and Survey