Sales CRM Overview: Salesforce CRM User Training

Discover how leads function as the first Salesforce object to capture key information, including lead source, name, phone, email, and the company the lead works for.

Create leads in Salesforce via quick entry, automations, or imports from websites, events, and partners, and determine when to convert a lead to an opportunity per company requirements.

Learn to keep good lead notes in Salesforce by using the description box during calls, with dates and key details, and organize unread leads with lists and multi-tab views.

Capture and analyze lead and customer data in Salesforce to identify reasons for lost leads, adjust follow-up timing, pricing, and features, and drive data-driven sales improvements.

Track lead sources in Salesforce to measure ROI and allocate marketing resources toward channels like trade shows, web leads, or purchased lists, guiding the sales process from prospect to close.

Learn how to convert a lead into an account, contact, and opportunity within Salesforce, and manage handoffs to the account executive for pipeline progression.

Explore contacts as the records of business partners, storing emails, company, phone numbers, and key personal details to help you close deals.

Navigate to the contacts object, click new, and create a contact by entering last name and details like phone, lead source, and account; save to view related account and opportunity.

Discover when to create a new contact or convert a lead in Salesforce CRM by evaluating the company's or person's status in the pipeline and potential opportunities.

Identify essential contact data—name, company, position, and reachable contact methods such as phone or email—and record notes, lead source, and opportunities for accurate Salesforce reporting.

Explore how contacts connect to activities, chatter, campaigns, opportunities, cases, and notes, enabling task logging, calls, events, emails, social updates, and campaign history across accounts.

Explore opportunities in Salesforce, focusing on information relevant to a specific deal, including deal amount, company size, key decision makers, blockers, and the stage and probability of each opportunity.

Create a new opportunity in the sales console by entering the opportunity name, closed date, and stage, optionally adding amount, value proposition, and attaching to an account before saving.

An opportunity is a single contract to buy a product or service, with renewals as new opportunities; accounts can have multiple opportunities across locations or departments.

Document all information relevant to the current deal to populate the pipeline and reporting, including stage, amount, competitors, next steps, key notes, and an opportunity team for roles and commissions.

Explore common automations in opportunities, including renewal creation, discount and large deal approvals, and deal notifications, plus automatic field updates like amount and expected revenue.

Learn when to close opportunities in Salesforce CRM by recording closed won after a signed contract and closing lost when the customer says no, including required fields and post-close handoffs.

Accounts summarize organization-wide information, including health, our relationship, current opportunities or deals, the company’s sector, and recent news.

Create a new Salesforce account by navigating to accounts, entering required fields like account name, setting ownership and type, then saving and reviewing account details for post-sale use.

Identify when to create a new account during lead-to-account conversion, and recognize parent accounts with child accounts, plus net new accounts for short sales or referrals.

Master how to take notes on accounts and relate them to contacts and opportunities in Salesforce, capturing all deal details to improve data quality and accelerate closes.

Accounts are the house and command center for sales activities, linking opportunities, leads, cases, and contacts. They stay open for follow-ups and issues, like generator base failures, accessible via hyperlinks.

Campaigns capture the key data behind marketing activities such as trade shows, Google Ads, YouTube, and print ads to explain why we spend marketing dollars and guide future decisions.

Create a new Salesforce campaign from the campaigns page, set status and dates, and input expected revenue, budgeted and actual costs to assess effectiveness and guide future targeting.

Explore best practices for using Salesforce campaigns, including campaign hierarchy, campaign members and leads, ROI and profitability from ad spend, and reporting to plan high-level outcomes.

Add a campaign member (lead or contact) to a campaign in Salesforce. Send a list email to campaign members and manage batch sending, understanding possible delays from queue.

Explore the Salesforce service features that support customer service activities with cases and customer-facing and internal-facing knowledge articles, empowering customers and internal users to resolve simple problems without escalation.

Explore how cases in Salesforce support post-sale service and issue follow-up, showing how an email-driven case creates a case number, stores the conversation, and prioritizes work for resource planning.

Create a case manually in the Salesforce service console to track and resolve customer issues. Link accounts and contacts, and log updates and activities such as status changes.

Explore entitlements and milestones in Salesforce, including service levels and case routing; connect contact and account, and use milestones to meet service level agreements and guide escalations and case resolution.

Explore Salesforce knowledge articles, create blog-style articles for customers or internal teams, and publish them publicly or privately to answer questions and guide solutions.

Create a new knowledge article in the service console, entering a question and answer, then set visibility (internal, customer, partner, or public) before publishing.

Explore related lists in Salesforce to access related records quickly from the account page, view contacts, deals, and cases, and navigate via links and mini page layouts.

Explore the importance of related lists and linking in Salesforce CRM, showing how to create and relate records from lists and report across linked objects to analyze opportunities and contacts.

Leverage Salesforce automations to route deals across sales, finance, manufacturing, and shipping, auto-calculating margins and preparing documents to save time, cut delays, and boost revenue.

Explore how Salesforce automations, even without code, handle approvals, tasks, field updates, emails, new and duplicated record management, deletion, and chatter posts to streamline deals.

Identify decision makers and submit opportunities for approval in Salesforce when they exceed $10,000. Write comments and route to the next approver, ensuring the deal is not closed without approval.

When starting with automations in Salesforce, ask your manager to map your process, consult a sales rep in the same role, or request a rundown from your Salesforce admin.

Learn how Salesforce activities—tasks, calls, meetings, and emails—track sales efforts, guide decisions, move opportunities forward, and enable performance visibility and commission accountability.

Learn how activities connect across opportunities, accounts, contacts, and your personal record, with types such as call, email, letter, or quote, and how status and due dates track deal progress.

Master Salesforce task management for prospecting: open and close tasks, add comments, set priorities, and create follow-ups, transferring notes to accounts, contacts, or opportunities.

Learn how to log activities and create tasks in Salesforce from a lead or contact, including subject, date, comments, and saving with related contact or account.

Set personal weekly and monthly goals for emails, calls, and meetings in Salesforce, using past data to calculate targets and track progress. Log calls and meetings to update progress daily.