Quick Reference Study Notes for Customer Relationship Management

Customer Relationship Management


  • Capture leads through a variety of channels, including your website, purchased lists, events, and social mentions

  • Add those leads to Salesforce


  • Establish a lead qualification process to make sure all sales reps use the same consistent methodology

  • Use Sales Path to guide sales reps through your sales process



  • Close deals faster with the opportunity workspace, a productive user experience where sales reps use the composer to make quick updates, get contextual coaching with Sales Path, and see details on related records on hover with a quick view

  • Easily analyze your sales pipeline to quickly identify and eliminate bottlenecks in the sales cycle

Key terms and concepts

  • CRM
    Boost your success with Salesforce Customer Relationship Management (CRM), which allows you to manage relationships with your customers and prospects and track all of your interactions.



    Make searching data easy with powerful search features, including filtering, recent items, and customizable search results layouts.


    Accounts are companies, entities, or organizations you do business with. Accounts can be businesses or individuals. Use accounts to track important information, including name, address, phone number, and related information like opportunities, activities, cases, notes, and more.

    Contacts are the people who work at or are associated with accounts. Using contacts in Salesforce, you can track key details such as phone numbers, addresses, titles, and more. You can also indicate a contact’s role in a particular opportunity, such as decision maker or influencer.

  • HOME
    Use the Home page to sell smarter! View a performance chart, read News, and get a daily update on important tasks and opportunities from the Assistant.

    Enhanced notes tool, with autosave, rich text capabilities, and the ability to relate a note to multiple records in Salesforce.

    The Kanban view shows opportunities, leads, contracts, and campaigns organized by stage. Simply drag and drop deals to move them through the sales cycle.

    Leads are prospects or potential opportunities, such as a person you met at a conference who expressed interest, or someone who filled out a form on your company’s website. Use leads to move prospects through stages to qualification, guided by the lead Sales Path.

    Opportunities are leads you’ve qualified to buy. Use opportunities to manage your pending deals in the pipeline, with Sales Path guidance at each stage in the sales process.

    Tasks are to-do items that require follow-up. They can be assigned to you or someone else, and are related to leads, contacts, accounts, or other records.

    Use Activities to log calls and other touch points with prospects and customers, so you can keep a complete history of your interactions.

    Events are meetings you’ve arranged with your prospects and customers, all tracked in Salesforce.

    Summarize and analyze your data with reports, which you can display, share, collaborate on, export, and print. Use standard reports or create custom reports. Using a modern, sleek user interface, you can subtotal and add easy filters to see exactly what you need.

    Visualize metrics and key performance indicators through sets of charts and graphs. Using a modern, sleek user interface, you can display multiple reports on a single dashboard, using pie charts, bar charts, and more, all in a flexible layout.


*NOTE : "This study material is collected from multiple sources to make a quick refresh course available to students."

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