IT and software

A good company is able to provide their customers with well-rounded services from the start until the end of their transaction. Let Salesforce help you with doing exactly that! Know more about Salesforce as a customer relationship management (CRM) platform for sales through this course.

Before we dive into the know-hows of Salesforce, let’s first learn more about what Salesforce is. Get to know more about Salesforce and its uses through this lesson.

By the end of this lesson:
We will know more about Salesforce and its uses.


Disclaimers
This course features images from a Salesforce Sales Cloud Professional account with no customization. Your Salesforce account may be different depending on your role in a company.
Images shown make use of Salesforce's lightning experience view. However, most of the functions should be similar to Salesforce's classic view.
It is recommended that you browse through your own Salesforce account while going through this course.


Martha is a 20-year old college student. She is currently in the mall to look for a dress to wear for her department’s Christmas party.


While walking through the mall, she finds a red dress perfect for the occasion from a local clothing brand.


Upon checkout, the clerk asked if she could leave her email for their newsletters and updates on new collections. Thinking that it shouldn’t be an issue, she leaves her email.


As the emails from the clothing brand start coming in, she notices that most of their clothes fit her taste.


She starts browsing through their website, adding items to her cart, and checking out online.


She reads through their newsletters and sees how she can style the outfits she bought.


She feels happy that she can make use of vouchers given to her because of her continuous multiple purchases.


The brand’s website is also easy to navigate through. It was easy to contact customer service for a refund on an item that the brand failed to ship out.


Martha sees herself as a loyal customer of the brand.


Based on the situation, which of the following are Martha's points of contact with the brand?


Salesforce is an online platform that houses many tools and services used for CRM.


Through Salesforce, various roles within a company can collaborate to ensure that each team is updated with all transactions done with customers.


Your usage of Salesforce highly depends on your role within the company.
With that, each role can make use of a Salesforce Cloud, or a personalized system used for a specific role or industry.
Through Salesforce's integrated cloud system...
...Teams within a company can interact to provide their customers with well-rounded services from the start to the end of their transactions.


How do I use Salesforce?


What is Salesforce?

First times aren’t always easy, and going through a new program isn’t an exception. Luckily, we are here to help! Learn more about the Salesforce environment through this lesson.

By the end of this lesson:
We will know more about navigating through the Salesforce home environment and its most common functions.


In the previous lesson, we learned more about Salesforce and its uses.
Before we proceed...
...Do you remember what kind of platform Salesforce is for?


Let's recall!


Objects for Sales
These objects can directly help you with interacting with your customers for sales.


Leads
The Leads tab includes the contact information of interested prospects.


Accounts
The Accounts tab includes information of prospects or clients that you have officially transacted with.


Contacts
The Contacts tab lays out all individual contacts gathered by your organization.


Opportunities
The Opportunities tab allows you to track your transaction with your client according to the Sales Process.


Cases
The Cases tab helps you record your clients’ concerns in order to facilitate quick transactions.


Navigating Salesforce

One of Salesforce's strengths lies in its ability to manage and keep track of a company’ sales. Learn how to use Salesforce in identifyin and approachin prospects through this lesson. 

By the end of this lesson:
We will know how to use Salesforce while identifying and approaching prospects.


The Sales Process includes actions that you can take in order to turn a possible customer into a definite client.
There are various ways to move forward with the Sales Process, but the most important steps include:
Identifying and Approaching Prospects
You identify and approach individuals or organizations who may be interested in your product.
Analyzing Needs
You meet with prospects to identify their needs and determine whether your solutions can address such needs.
Presenting Solutions
You present prospects with solutions provided by your product.
Closing the Deal
You close the deal with your prospects, who are now your clients.
Following Up
You continuously check if your clients are happy and satisfied with your product.


One of Salesforce's strengths lies in its ability to guide sales teams along the Sales Process.


You work as a sales representative for a company that provides hardware materials to schools and academic institutions.


In trying to look for new clients, you go through a printed list of interested individuals and organizations procured by your team from a recent event your company attended.


To organize the list, you log their contact information in your Salesforce Leads tab.


Creating and Contacting Leads through Salesforce
How can the Leads tab guide you in identifying and approaching prospects?


Click on the “New” button
After identifying prospects, you may add their information in the Leads tab by clicking on the "New" button.


Add prospects’ basic information
Fill up the information asked by the pop-up window. After which, you may click “Save” or “Save & New” if you wish to add more prospects.


Feel free to check your own Salesforce account!


Which of the following is not asked when adding new contacts under the Leads tab?


Record your progress with your prospects in the progress bar
Next, the progress bar in the Leads tab can help you can record your progress while approaching prospects.


Salesforce allows you to do so by recording their journeys from being “New” to “Converted” prospects.


Once a prospect is “converted,” this means that they are ready for a needs analysis meeting. If they do not qualify as a possible client, you may change their status to “Unqualified.”


Tip: You can change the view to Kanban view.
Click on the marked button in the upper right corner of the Leads tab. After, click “Kanban View.” This allows you to easily drag a lead from one stage to another.


Log all activities and communication
Logging all your activities and communication with your prospects allows you and your team to stay updated.


Salesforce for Sales: Part 1

Let’s continue! Learn how to use Salesforce in analyzing needs, presenting solutions, closing the deal, and following up with your clients through this lesson. 

By the end of this lesson:
We will know more about how Salesforce can help us while analyzing the prospects’ needs, presenting solutions, closing deals, and following up.


What can you do with the information of a prospect recorded under the Leads tab after they expressed serious interest in your product?


Let’s Recall!


Analyzing Needs, Presenting Solutions, and Closing the Sale


After meeting with the local library team, you identify that your company can provide them with the new and updated hardware that they need.


You present your product, and after much negotiation, they decide to avail of your products.


Congratulations! You have closed the deal.


Salesforce Opportunities
Salesforce also allows you to track each prospect’s journey through the remaining steps of the Sales Process in your Opportunities tab.


Prepare the prospect’s information
Click on an opportunity's information or add a new opportunity by clicking on the “New” button on the upper right section of the page and filling up the needed information.


Edit opportunity information according to discussions
Many changes happen in the middle of the Sales Process. Keep your team updated through the edit button located at the upper right section of an opportunity's individual page.


You may record information such as the probability and expected amount of sales.


The “plus” button helps you add a new global action while the “pencil” button helps you rearrange your navigation menu.


Which button should you click to add a new prospect in your Opportunities tab?


Record your progress with the prospect in the progress bar
The progress bar in the ‘Opportunities’ tab allows you to track your progress with your client according to the sales process.


In the progress bar, you may indicate if you are currently in the needs analysis, proposal, or negotiation stage, or if you have already closed the case.


If you close the opportunity, you may also select if you have won or lost the case.


Log all activities and communication
Similar to the ‘Leads’ tab, logging all your activities and communication with your prospects allows your team to stay updated.


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