Ass_1_CEM_Specification for Projects Assessment 1
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School
Karachi Institute of Technology and Entrepreneurship *
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Course
1715
Subject
Information Systems
Date
Nov 24, 2024
Type
Pages
3
Uploaded by LieutenantMetalHawk28
Customer Experience Management- U31218
BAL-OSP
Assessment 1: Individual Assessment
This is an individual
assessment and carries [40%] of the module mark.
It covers the following
learning outcome (LO 2) for the module:
Learning Outcome 2: Develop practical skills of using CRM tool (e.g. Salesforce) for
effective customer experience management.
•
Assessment Marks:
40%
•
Assessment Submission Date: 06
th
December 2023 by 11.55 pm (23:55)
Assessment Aim
This assessment aims to let students present and build multiple workflows and business processes
in Salesforce CRM. These projects assessment will benefit student to apply the practical
knowledge learned throughout the semester.
Assessment
Projects
[40%]
Project 1 [10%]
Customize an Org to Support a New Business Unit
Manage users and optimize your business model for efficiency.
1.
Manage User Access
2.
Manage Chatter
3.
Modify Your Data Model
4.
Configure an Email Letterhead and Template
5.
Automate Your Business Process
Project 2 [10%]
Customize a Sales Path for Your Team
Guide your reps during the sales process and make them more productive.
1.
Customize a Sales Path
2.
Customize Opportunity Stages
3.
Work with Opportunities in the Kanban View
Customer Experience Management- U31218
BAL-OSP
Project 3 [10%]
Service Cloud Agent Productivity
Help your agents work faster and more efficiently in the Service Console.
1.
Learn About Service Console Productivity Tools
2.
Set Up Service Console Productivity Tools
3.
Create Macros and Quick Text to Reduce Clicks
4.
Use All the Service Console Productivity Tools Together
Project 4 [10%]
Sales Cloud Einstein
Log your activities, target the right leads, and close more deals with AI for sales.
1.
Increase Sales Productivity
2.
Automate Sales Activities
3.
Target the Best Leads
4.
Close More Deals
5.
Connect with Your Customers and Create New Business
6.
Improve Sales Predictions
How to set up Salesforce CRM Portal for Assessment 1 Projects
•
After consolidation week, face-to-face lab session to set up a Salesforce.com CRM
portal (Trailhead Playground) for the assessment projects.
Assessment Criteria
Marks will be given based on the following criteria:
•
Badge earned: if you earn a badge, you will get full marks.
•
If you are unable to earn a badge, system will also generate points. Marks will be
assigned prorate to points earned.
Note: Marks will be awarded on the basis of work flows completed on Salesforce CRM portal
not on the basis of word documents screenshots.
Customer Experience Management- U31218
BAL-OSP
Submission Guidelines
You have to complete all four projects on
Salesforce Trailhead Playground
. Once you complete
each project, system will generate a badge and points earned for each project. Students will submit
a word document on Assessment 1 drop box. The drop box is in Moodle under the
‘Assessments
and Support Materials’ tab
with the following details:
•
A front cover with a title of Module name and Student ID
•
Title of each project with a screenshot of each badge and points earned
•
Salesforce Trailhead login and password.
•
A brief video of the followings:
o
Login to Salesforce
o
Your name and overall badges earned
o
Each project individual badge and points earned
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