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Using Customer Relationship Management (CRM) Course Overview

Using Customer Relationship Management (CRM) Course Overview

The "Using Customer Relationship Management (CRM)" course is designed to equip learners with the essential skills to effectively manage and leverage CRM tasks to enhance customer relations and drive sales growth. It begins with Module 1: Introduction, where participants learn to personalize their Home Dashboard to streamline CRM activities.

Throughout the course, learners will delve into setting up sales preferences, managing contacts and activities, and optimizing leads and prospects management in Modules 2, 3, and 4. Practical skills like creating online lead forms, setting up sales territories, and managing the sales pipeline will be covered.

Module 5 focuses on managing sales transactions, guiding learners through the creation and billing of sales orders. Finally, Module 6 emphasizes the importance of reporting, teaching participants to work with CRM reports and review sales and order status reports.

By the end of the course, learners will have a comprehensive understanding of CRM systems, equipped to improve customer interactions, streamline sales processes, and make data-driven decisions for business growth.

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Course Prerequisites

Sure, here are the minimum required prerequisites for successfully undertaking training in the Using Customer Relationship Management (CRM) course:


  • Basic understanding of sales processes and strategies, such as lead generation, prospecting, and the sales cycle.
  • Familiarity with the concept of Customer Relationship Management and its role in improving customer engagement and sales.
  • Basic computer literacy, including the ability to navigate software interfaces and use email.
  • Proficiency in using web browsers and conducting online research.
  • Some experience with data entry and the ability to manage information systematically.
  • Good communication skills, as CRM often involves coordinating with team members and communicating with customers.
  • Willingness to learn and adapt to new software tools and technologies.

Please note that these prerequisites are designed to ensure that participants can make the most out of the training. The course is structured to cater to individuals with varying levels of experience, but a foundational knowledge in the areas mentioned above will help participants to quickly grasp the concepts discussed in the course.


Exam-Format Table
Exam ComponentDetails
Exam NameSalesforce Certified Administrator
Exam TypeMultiple Choice Questions (MCQs)
Total Questions60
Passing Score65%
Exam Duration105 minutes
LanguageEnglish, additional languages may be available
Exam ProviderSalesforce
Exam RegistrationThrough Salesforce's official certification website
Certification ValiditySalesforce certifications need to be maintained via releases
Recommended TrainingSalesforce Administrator Certification Training Course

Target Audience for Using Customer Relationship Management (CRM)

Koenig Solutions' CRM course equips professionals with the skills to optimize sales processes and manage customer relationships effectively.


  • Sales Managers
  • Customer Relationship Managers
  • Sales Executives
  • Marketing Professionals
  • Business Development Managers
  • CRM System Administrators
  • Account Managers
  • Sales Operations Analysts
  • IT Professionals implementing CRM solutions
  • Entrepreneurs and Business Owners seeking to improve customer engagement and sales efficiency
  • Customer Service Supervisors
  • CRM Consultants
  • Sales Data Analysts


Learning Objectives - What you will Learn in this Using Customer Relationship Management (CRM)?

Introduction to Learning Outcomes:

This course on Using Customer Relationship Management (CRM) provides comprehensive training to personalize CRM dashboards, manage sales processes, and analyze customer interactions for optimized sales performance.

Learning Objectives and Outcomes:

  • Personalize the CRM home dashboard to effectively manage and prioritize CRM tasks.
  • Create online lead forms to capture and integrate leads directly into the CRM system.
  • Set up sales rules, territories, quotas, forecasts, and commission structures to align sales processes with business goals.
  • Manage contacts by creating and organizing new leads, prospects, customers, and associated activities.
  • Utilize email templates for efficient communication and manage customer interactions to build lasting relationships.
  • Convert leads to prospects and opportunities, ensuring a structured follow-up and sales pipeline management.
  • Create, print, and email quotes, and manage multiple quotes to aid accurate sales forecasting.
  • Generate sales orders from quotes, understand the approval process, and manage the billing and cash sale creation.
  • Utilize CRM reporting tools to analyze sales reports and order status, enabling data-driven business decisions.
  • Understand the management of the sales transactions lifecycle, from opportunity creation to closing sales and post-sale service.

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