Overview

Customer Relationship Management (CRM) is an imperative of most mid- to large-sized organisations and businesses. CRM software is used in everything from creating marketing websites, business forecasting to responding to customers effectively and efficiently. In this unit you'll work hands-on in a live Salesforce environment to develop the skills to work both as an expert user of the platform, as well as the more advanced configuration and management options available to administrators. Along the way, you will also develop transferable skills to enable you to more effectively sell your skills to potential employers.

Requisites

Teaching periods
Location
Start and end dates
Last self-enrolment date
Census date
Last withdraw without fail date
Results released date

Learning outcomes

Students who successfully complete this unit will be able to:

  • Advise and make recommendations on the use cases and broad applications of CRM software
  • Develop data models applicable to business processes
  • Create user-centric dashboards and generate reports for business needs
  • Exhibit a capacity to apply skills within a professional context

Teaching methods

Hawthorn

Type Hours per week Number of weeks Total (number of hours)
Online
Directed Online Learning and Independent Learning
8.00 6 weeks 48
Online
Online Lab
2.00 6 weeks 12
Face to Face Contact (Phasing out)
Presentation
2.00 1 week 2
Unspecified Learning Activities (Phasing out)
Independent Learning
12.50 6 weeks 75
TOTAL137

Assessment

Type Task Weighting ULO's
Assignment 1Individual 40% 1,4 
Assignment 2Individual 40% 2,3,4 
Online QuizzesIndividual 20% 1,2,3 

Content

  • Security
  • Transaction security
  • User set up and settings
  • Data modelling
  • Data management
  • Creating dashboards and reports
  • Mobile app integration
  • Automating simple business processes

Study resources

Reading materials

A list of reading materials and/or required textbooks will be available in the Unit Outline on Canvas.