Salesforce Sales Operations Professional Certificate Course Syllabus

Overview (80-120 words) describing structure and time commitment.

Module 1: Program Overview

Estimated time: 21 hours

• Explain how CRM works in the context of sales, marketing, and customer service in modern businesses
• Articulate use cases for how Salesforce can provide value to sales teams
• Navigate Trailhead, the official learning platform of Salesforce
• Demonstrate a working knowledge of the basics of the Salesforce Sales Cloud

Module 2: Lead Management in Salesforce

Estimated time: 32 hours

• Demonstrate an in-depth knowledge of how sales teams work together during the lead process
• Differentiate between Salesforce objects, fields, and records as they relate to Salesforce data management
• Import data into Salesforce
• Manage communication with contacts and the qualification of leads

Module 3: Opportunity Management in Salesforce

Estimated time: 29 hours

• Describe typical sales activities of an account executive and how a sales operations specialist supports them
• Demonstrate how sales teams progress opportunities through the sales pipeline
• Close deals in Salesforce
• Manage accounts, opportunities, products, quotes, and contracts using Salesforce Sales Cloud Lightning

Module 4: Reports, Dashboards, and Customer Success in Salesforce

Estimated time: 30 hours

• Perform service/support agent processes using Salesforce Case Management and Knowledge features in Service Cloud
• Identify the value of using Sales Cloud for tracking, improving, and forecasting sales processes
• Build reports, charts, and dashboards to communicate sales performance
• Share insights with stakeholders and executives

Module 5: Hands-on Projects

Estimated time: 20 hours

• Apply Salesforce skills to solve real-world business problems
• Work with a fictional company scenario
• Integrate knowledge from all modules in practical exercises

Module 6: Final Project

Estimated time: 18 hours

• Deliverable 1: Create a full sales process workflow in Salesforce
• Deliverable 2: Generate performance reports and dashboards
• Deliverable 3: Document process improvements using Salesforce data

Prerequisites

• Familiarity with basic computer navigation
• Interest in sales, CRM, or operations roles
• No prior Salesforce experience required

What You'll Be Able to Do After

• Master Salesforce Sales Cloud Lightning for managing sales processes
• Manage leads, opportunities, products, quotes, and contracts effectively
• Build insightful reports, charts, and dashboards for stakeholders
• Support customer success using Service Cloud tools like Case Management and Knowledge
• Apply Salesforce skills to real-world sales operations challenges