A curated collection of high-value, free Trailhead modules designed to help Customer Success Managers master Salesforce administration, customer journey mapping, and service cloud essentials without incurring certification costs.
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This foundational module introduces CSMs to the Salesforce ecosystem, focusing on how to use the platform to build stronger customer relationships and drive adoption. It covers key concepts like customer health scores and engagement strategies.
Covers the core components of Service Cloud, including cases, solutions, and knowledge bases. This badge helps CSMs understand how support teams operate within Salesforce to ensure consistent and efficient customer issue resolution.
Provides essential skills for configuring and managing Salesforce orgs, such as setting up users, roles, profiles, and sharing rules. While aimed at admins, it is crucial for CSMs to understand platform security and data structure.
Dedicated specifically to the CSM role, this module explores best practices for onboarding, adoption, and renewal. It provides actionable frameworks for measuring customer health and identifying opportunities for upselling or expansion.
Focuses on leveraging the mobile experience to empower CSMs and customers. It details how to access records, approve requests, and collaborate on the go, ensuring that customer engagement is not limited by location or device.
Introduces predictive analytics to forecast churn and identify at-risk customers. CSMs learn to interpret data insights to proactively address issues before they impact retention, leveraging AI-driven recommendations.
Explains how integrated marketing and sales data help CSMs understand the full customer lifecycle. This badge covers lead scoring and engagement metrics, providing context for how customers interact with brand content.
Essential for navigating the modern Salesforce interface efficiently. CSMs learn to customize their home page, use lists views, and manage activities, significantly improving daily productivity and user satisfaction.
Teaches best practices for importing, exporting, and cleaning customer data. Accurate data is critical for CSMs to maintain correct account hierarchies and ensure reliable reporting on customer metrics and health.
Although focused on sales, understanding the sales pipeline helps CSMs collaborate effectively with Account Executives. It covers opportunities, quotes, and forecasts, bridging the gap between new business and customer retention.
Focuses on building digital engagement platforms where customers can find resources and connect with peers. CSMs learn to leverage communities to scale support and foster a sense of belonging among user bases.
Highlights the importance of internal collaboration and transparency within Salesforce. CSMs can use Chatter to share insights, tag relevant team members, and keep stakeholders informed about customer initiatives and risks.
Introduces Flow and Process Builder to automate routine tasks. CSMs can streamline follow-ups, notifications, and data updates, reducing manual effort and ensuring consistent communication with high-value accounts.
Covers dashboards and reports to track key performance indicators. CSMs learn to visualize customer health, adoption rates, and satisfaction scores, enabling data-driven conversations during business reviews.
Explores how AI-driven insights can predict outcomes and recommend actions. CSMs gain the ability to identify hidden patterns in customer data that signal potential churn or expansion opportunities early.