| Effective Term: | 2024/05 |
| Institute / School : | Institute of Innovation, Science & Sustainability |
| Unit Title: | Customer Relationship Management Using Salesforce |
| Unit ID: | HENAI5000 |
| Credit Points: | 15.00 |
| Prerequisite(s): | Nil |
| Co-requisite(s): | Nil |
| Exclusion(s): | Nil |
| ASCED: | 080501 |
| Other Change: | |
| Brief description of the Unit |
Customer Relationship Management (CRM) serves to enhance the customer experience and plays a critical role in an organisation's success. CRM systems enable monitoring of customer interactions, sales and service; and, forecasting and analysis of customer trends and behaviour. This unit will focus on optimum use of an organisation's Enterprise Management System and the business, technical and practical aspects of CRM systems using the premier platform, Salesforce. This unit is made up of two modules: - Module 1 covers Information Systems and the in and outs of Customer Relationship Management including implementation.
- Module 2 is the Salesforce Administration training offered by Salesforce Trailhead Academy. The module will introduce the business, technical, and practical aspects of Customer Relationship Management (CRM) Systems using the # 1 CRM platform, Salesforce CRM, including how the platform can be customised to suit organisation’s needs. Module 2 also provides a fast track to the Salesforce Certified Administrator certification and has been designed to include Live coaching, Personalized email support, Limited impact on your workday/week, One practice exam voucher, and One certification exam voucher.
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| Grade Scheme: | Graded (HD, D, C, P, MF, F, XF) |
| Work Experience Indicator: |
| No work experience |
| Placement Component: | |
| Supplementary Assessment:No |
| Supplementary assessment is not available to students who gain a fail in this Unit. |
| Course Level: |
| Level of Unit in Course | AQF Level(s) of Course | | 5 | 6 | 7 | 8 | 9 | 10 | | Introductory | | | | | | | | Intermediate | | |  | | | | | Advanced | | | | | | |
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| Learning Outcomes: |
| Knowledge: |
| K1. | Explain CRM business process and the impact of CRM on the organisation. |
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| K2. | Describe CRM systems, component and architecture. |
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| K3. | Compare the CRM system life cycle with other enterprise systems. |
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| K4. | Describe various features and capabilities of Salesforce CRM. |
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| Skills: |
| S1. | Identify key integration points between CRM and other enterprise systems. |
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| S2. | Compare the main suppliers, products, and application domains of enterprise - wide packages. |
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| S3. | Navigate and personalise the Salesforce experience. |
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| S4. | Structure, manage and maintain data effectively for high value reports and dashboards. |
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| S5. | Set up and maintain features for optimum user experience and trouble shoot issues. |
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| S6. | Maintain and import clean data and create high-value reports and dashboards. |
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| Application of knowledge and skills: |
| A1. | Create a CRM business case to address a business need or enhancement. |
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| A2. | Create a customised Salesforce environment including business processes user interface design features such as page layouts, fields and tabs. |
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| A3. | Apply the appropriate security controls. |
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| Unit Content: |
• Information Systems and Enterprise Systems • Customer Relationship Management and Supply Chain Management systems • CRM Strategy and Benefits • CRM Vendor and Software selection process • CRM Architecture and Database Structure • CRM Data management and security • CRM business processes • Business Intelligence and performance management • Salesforce Overview • Data Security in Salesforce • Salesforce Customization, Automation, and Applications • Data Management & Reporting with Salesforce |
| Graduate Attributes: |
| | Learning Outcomes Assessed | Assessment Tasks | Assessment Type | Weighting | | 1. | K1 - K4,S1 &S2, A1 | Students will demonstrate their understanding of CRM and create a business case for CRM. | Report/Moodle Lessons | 50%-60% | | 2. | S3-S6, A1&A2 , A3 | Students will earn badges for each completed module/exercise in Salesforce. | Tool-based exercises submitted via Moodle Lessons | 40%-50% |
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