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The Salesforce economy will create more than $1 trillion in the new revenue and 4.2 million jobs between 2019 and 2024. Developed in partnership with Trailhead — Salesforce’s official learning platform — this certificate aims to teach you the foundational skills in Salesforce that will prepare you for a variety of entry-level sales roles, including the sales operations specialist position.
This certificate is designed for beginners. No previous experience in Salesforce, sales, or CRM is necessary to be successful. Through four courses, you will learn the fundamentals of CRM, how to manage leads in Salesforce, how to manage opportunities in Salesforce, how to use Salesforce to ensure customer success, and how to effectively leverage Salesforce data through reports and dashboards.
Q1. True or False: The sales operations specialist role is a clearly defined job title that is standard across all businesses.
Q2. Which of the following job roles require foundational Salesforce knowledge and skills?
Q3. What is a Customer Relationship Management system and what is it used for?
Ans: Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
Q4. True or False: A CRM system can keep track of customer interactions and make the information accessible to those who need it, thereby helping to give customers a satisfying experience and strengthen the business’s relationship with them.
Q5. According to the “What is CRM?” video by Zoho, what are three benefits of using a CRM system?
Ans: With advanced CRM features like workflow management, advanced analytics, territory management, sales and marketing automation, an enterprise CRM system can help reduce the time salespeople spent on mundane tasks, have more time to concentrate on their customers, and unify their operations across multiple geographic.
Q6. What are the name of the Salesforce product that can be used to track potential customers, customers who are in the process of making a purchase, and customers who have previously purchased from a company?
Q7. What is the name of the Salesforce product that can be used to track responses to past marketing efforts, predict which efforts will perform well in the future, and create marketing material that is statistically more likely to perform well?
Q8. List at least three examples of business types or industries that might use Salesforce.
Ans: Answers may vary, as Salesforce can be used in almost any type of organization, group, or business. Some examples of industries that were mentioned in this module are:
Q9. What is the role of a sales operations specialist?
Q10. Which of the following statements is true? Select all that apply.
Q11. Which of the following statements are true about CRM? Select all that apply.
Q12. Which of the following are considered prime benefits of using CRM? Select all that apply.
Q13. What are some of the benefits of using Salesforce in modern businesses? Select all that apply.
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