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Salesforce CRM Specialist. Admin, Sales & Service

Move with ease in the world's best CRM

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Salesforce CRM leads the international market thanks to its versatility and cloud applications for all types of industries and needs. Salesforce Sales certifications are among the most sought-after among sales support executives in companies and represent a 50% salary increase for these profiles.

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      About the Salesforce CRM Specialist. Admin., Sales & Service course

      This training program has been developed to teach students a comprehensive set of practices, business strategies, and technologies focused on customer relationships, enabling them to stay connected, optimize processes, improve profitability, and drive business growth, all with Official Salesforce Certifications.
      A Consultant Salesforce Sales & Service, helps companies implement and optimize their use of the Salesforce platform to improve customer management, sales, and process automation. They customize solutions for specific business needs, advise on platform implementation to improve productivity and customer service, and guide organizations through their digital transformation.

      • A Sales Consultant, focuses on leveraging the Salesforce platform to improve the performance of a company's sales team. Her responsibilities include: Customer prospecting and qualification. Sales funnel management. Sales solution implementation. Process optimization with AI. Sales analysis and reporting.
      • A Service Consultant, implements and optimizes Salesforce's Service Cloud solution to improve a company's customer service by applying artificial intelligence and omnichannel tools to resolve issues, manage cases, and deliver personalized experiences. Responsibilities include: Implementing Service Cloud for requests and claims. AI integration to predict needs. Omnichannel service channels for phone, chat, email, and social media. Workflow automation. Satisfaction analytics and reporting.

       Duration:

      +200 Hours / 3-5 months

       Mode:

      In person
      Semi-presential
      On-line

       Prerequisites:

      Basic knowledge of computers and the Internet

      Official Certification

      Students gain official registration as technicians in a specific technology, which certifies them to practice their profession internationally. We certify our students worldwide.

      • *Salesforce Associate
      • *Salesforce Certified Administrator
      • *Salesforce Sales Cloud Consultant
      • *Salesforce Service Cloud Consultant

      Job opportunities

      Get certified and develop a professional career with Salesforce, the world's #1 CRM. More than 150,000 companies, including the most important multinationals worldwide, use Salesforce to optimize their business by connecting with their customers and excelling in sales and customer service applications. The need for companies to implement and manage a CRM is growing, especially in virtual work environments. Salesforce has predicted that 9.3 million new jobs will be created by 2026. Given the current high demand and low supply of qualified professionals, there is an opportunity to fill these diverse industries.
      Through Cloud Talent The school connects you with more than 10,000 companies and generates job and internship interviews tailored to your professional profile. In addition, the Cloud Talent Program It gives you access to other complementary modules at no cost, to improve your qualifications.
      Most in-demand roles and professional sectors in our talent department:
      1.- Financial Services: Supporting banks and other financial institutions to manage customer relationships, improve lead generation, and deliver personalized services to increase financial success.
      2.- Telecommunications (Telco): Support for telecommunications companies in customer management, sales acceleration, and customer service optimization, as explained by Salesforce.
      3.- Retail: Implementing solutions to optimize customer experience, improve sales, and build loyalty programs.
      4.- Media: Support with Salesforce to attract and retain audiences through personalized content and automation.
      5.- Technology Companies: Helps technology companies manage their sales pipeline, improve productivity, and scale their sales operations, as outlined in the Salesforce Technology section.
      6.- General Consulting: Companies like Ranosys are Salesforce consulting firms that help their clients implement and optimize Salesforce solutions, focusing on sales, marketing, and customer experience, as they do for industries such as financial services, retail, and manufacturing.
      7.- Diverse Industries: Salesforce solutions are applied in a wide variety of sectors, including financial services, healthcare, manufacturing, retail, and government, demonstrating the sales consultant's versatility in adapting the platform to different business models.
      8.- Success stories in Spain: Spanish companies such as BBVA, Cosentino, and Amadeus use Salesforce to manage their customer relationships and improve their business processes, demonstrating the demand for consultants in the local market.

      Syllabus

      Technical Training

      Salesforce Associate. Introducing Salesforce and its solutions
      • Salesforce Ecosystem
        -Overview of Salesforce and its ecosystem.
        -Trailblazer and Trailhead Community.
        -Customer 360.
        -How do companies use Salesforce?
        -Careers and Roles in the Salesforce Ecosystem.
      • Navigation
        -Salesforce Lightning and Classic.
        -Customization of the user interface.
        -Views and lists.
        -Collaboration tools.
      • Data Model
        -Relationship between objects (account, contact, lead, opportunity, case).
        -Introduction to Salesforce architecture.
        -Standard and custom objects and fields.
        -Relationships between objects and fields.
        -Validation rules and workflow
        -Access to data.
        -Import and export of data.
      • Reports & Dashboards
        -Introduction to reports and dashboards.
        -KPIs.
        -Control panel design.
        -Report scheduling.
        -Actions based on reports.

      Specific Training

      LEVEL 1- Salesforce Administrator
      • Configuration and Setup
        -Company setup.
        -Declarative development of the User Interface.
        -User configuration and maintenance.
        -Organization Security Controls.
      • Object Manager and Lightning App Builder
        -Standard object architecture.
        -Types of relationships between objects.
        -Record types, field customization and layouts.
      • Sales and Marketing Applications
        -Sales process capabilities and implications.
        -Sales productivity.
        -Lead automation and campaign management.
      • Service and Support Applications
        -Case management.
        -Automation of case management.
      • Productivity and Collaboration
        -Activity management capabilities.
        -Chatter Features.
        -Salesforce mobile app capabilities.
        -AppExchange application use cases.
      • Data and Analytics Management
        -Considerations for data management.
        -Capabilities and implications of data validation tools.
        -Create or customize a report or report type.
        -Control panels.
      • Workflow/Process Automation
        -Different automation solutions.
        -Capabilities and use cases for Flows.
        -Capabilities and use cases for the approval process.
      LEVEL 2- Salesforce Sales Cloud Consultant
      • Sales Practices
        -Key Performance Indicators (KPIs) and factors that influence sales metrics.
        -Common sales and marketing processes and key implementation considerations.
        -Features to increase sales productivity.
      • Implementation Strategies
        -Planning.
        -Collect requirements.
        -Solution design.
        -Testing.
        -Implement.
        -Documentation.
        -Analysis of implementation success.
      • Application of Product Knowledge
        -Sales process from lead to order closure.
        -Development of custom applications and third-party applications.
        -Account and Opportunities Teams.
        -Territory management and forecasts.
        -Opportunity Products, Products, Price Lists and Orders
        -Multiple currencies and advanced currency management.
      • Lead Management
        -Campaign capabilities and how they support the sales process.
        -Lead Scoring and lead classification.
        -Best practices for managing lead data quality.
      • Account and Contact Management
        -Accounts and Contacts.
        -Accounts and Contacts.
        -Access to Accounts, Personal Accounts, Contacts and Opportunities.
        -Account hierarchy.
      • Opportunity Management
        -Sales Process for an Opportunity.
        -Relationships between sales stages and forecasts.
        -Pipeline Inspector.
      • Sales Productivity and Integration
        -Email productivity tools.
        -Collaboration tools.
      • Consulting Practices
        -Analyze and prioritize a client's use cases.
        -Consulting project life cycle.
      • Sales Metrics, Reports & Dashboards
        -Reports and dashboards
      • Data Management
        -Data migration in Sales Cloud.
        -Data transfer between Salesforce and other systems.
      LEVEL 3- Salesforce Service Cloud Consultant
      • Industry Knowledge
        -KPIs and business challenges.
        -Interaction channels.
        -Contact centers and their commercial drivers.
        -Benefits of a knowledge base.
      • Implementation Strategies
        -Planning.
        -Collect requirements.
        -Solution design.
        -Testing.
        -Implement.
        -Documentation.
      • Service Cloud Solution Design
        -Solution design: capabilities, limitations and trade-offs.
        -Performance optimization.
        -Use cases and benefits of implementing CTI, Communities, and Salesforce Field Service.
      • Knowledge Management
        -Article life cycle.
        -Adoption and maintenance of knowdelge.
        -Data categories, article record types, and publishing workflow.
        -Migration of knowledge data.
        -Migration from Knowledge to Lightning Knowledge.
      • Interaction Channels
        -Interaction channels.
        -Adaptation of business processes for case presentation.
        -Design considerations.
        -Best practices when setting up an engagement channel solution.
      • Case Management
        -Case management from creation to closure.
        -Relationships between cases and other areas.
        -Case management KPIs.
        -Automations with Service Cloud.
        -Social Customer Service.
      • Contact Center Analytics
        -Contact Center Reports.
        -Reports and dashboards for different stakeholders.
      • Integration and Data Management
        -Common Service Cloud integrations.
        -Migration and data quality.
      • Service Console
        -Service Console functionalities.
        -Service Console to meet business needs.
        -Service Console features to deliver business value.
      Final Project
      • Course review.
      • Case study.
      Official Certification Seminar
      • Preparation of exam-type questions.

      Subsidized Training for Companies

      Cloud Training as an entity registered with code 16753 in the State Registry of Training Entities, Manages and teaches courses within the Company-Programmed Training initiative, Vocational Training for Employment, in accordance with the provisions of Law 30/2015, of September 9.

      Cloud Training helps you check your company's credit amount for this year, free of charge.