This Salesforce for End Users training is designed to help business users effectively use Salesforce CRM for daily operations, sales, service, and customer management. The course covers Salesforce navigation, lead and opportunity management, account and contact management, reporting, dashboards, and productivity features. Participants will gain hands-on experience to improve CRM adoption, data quality, and business productivity using Salesforce.

• Understand the core features, interface, and business capabilities of Salesforce.
• Navigate Salesforce dashboards, records, modules, and workspace components efficiently.
• Manage leads, accounts, contacts, opportunities, and customer interactions effectively.
• Create reports, dashboards, tasks, activities, and workflow updates for business operations.
• Collaborate with teams, manage data, and track customer engagement using Salesforce tools.
• Improve productivity, customer relationship management, and business decision-making using Salesforce best practices.

 • Sales professionals
 • Customer service representatives
 • Marketing and operations users
 • Business users working in Salesforce
 • Teams adopting Salesforce CRM

 • Basic computer and internet usage skills
 • No prior Salesforce experience required
 • Interest in CRM and business process automation

 • Navigating Salesforce user interface
 • Managing leads, accounts, and contacts
 • Working with opportunities and sales pipelines
 • Using Salesforce activities and tasks
 • Creating and using reports and dashboards
 • Managing customer interactions
 • Improving data quality
 • Using Salesforce productivity tools

By the end of this training, participants will be able to use Salesforce confidently for daily business operations. Learners will gain strong fundamentals in CRM usage, reporting, and productivity, enabling them to improve sales effectiveness, customer service, and data-driven decision making.

Introduction to Salesforce & CRM Fundamentals
 • What is Salesforce and CRM
 • Salesforce navigation and home page
 • User profile and settings
 • Salesforce terminology basics

Leads, Accounts & Contacts Management
 • Creating and managing leads
 • Converting leads to accounts and contacts
 • Managing account records
 • Managing contact information

Opportunity & Sales Pipeline Management
 • Creating and updating opportunities
 • Sales stages and forecasting
 • Managing pipeline views
 • Tracking sales activities

Activities, Tasks & Productivity Features
 • Tasks and events
 • Email integration basics
 • Chatter collaboration
 • Productivity tips

Reports & Dashboards for Business Users
 • Standard and custom reports
 • Creating basic reports
 • Building dashboards
 • Using dashboard filters

Customer Service & Case Management Basics
 • Managing cases
 • Case assignment and escalation
 • Service console overview
 • Customer interaction tracking

Data Management & Best Practices
 • Importing and updating data
 • Avoiding duplicate records
 • Data validation basics
 • Maintaining data quality

Mobile & Collaboration Features
 • Salesforce mobile app basics
 • Working on the go
 • Collaboration tools
 • Best practices for remote users

Salesforce End User Workshop & Best Practices
 • Managing real-life sales and service scenarios
 • Creating reports and dashboards
 • Using productivity tools
 • Final workshop review and best practices

• Salesforce Setup & User Interface Navigation
• Lead, Account & Contact Management
• Opportunity, Activity & Workflow Management
• Reports, Dashboards & Data Management
• End-to-End CRM Business Workflow Project

Participants will be evaluated through hands-on Salesforce labs, practical CRM usage exercises, instructor-led reviews, and a final assessment focused on completing real-world Salesforce business tasks.

Participants will receive course materials, slides, reference materials, exercises and access to resources for further learning.

Upon successful completion of the training, participants will receive an AcadNXT Certificate of Completion for Salesforce for End Users. This digital, verifiable certification validates practical Salesforce CRM usage, business user workflows, and productivity optimization skills and can be shared on LinkedIn and included in professional profiles to enhance CRM and business operations career credibility.