enterprise software course
Small-Business Cloud Suite: CRM, Finance, Desk and Automation
Connect sales, books, support, projects and automation in one affordable cloud suite.
about this course
What you will be able to do
- Remember Remember : one login, many apps.
- Apply Apply : customers and sales.
- Apply Apply : books: invoices, expenses and reports.
- Apply Apply : help desk and customer care.
- Understand Understand : projects, people and documents.
- Create Create : automation and connections.
- Create Create : rollout, data protection and analytics.
- Evaluate Evaluate : capstone: set up and audit a whole company suite.
Task, condition and standard
Task
Connect sales, books, support, projects and automation in one affordable cloud suite. Finish all 8 modules on a practice set-up.
Condition
A free trial or practice account, practice data only (never real customer data), a peer circle and a mentor for the final review.
Standard
Every module standard is met; records are kept; a peer and a mentor rate the work 'Meets' or better on the rubric.
Who it is for: Owners, managers, accountants, support staff, freelancers. Requirements: a computer and internet. Materials: slides with notes, worked examples, activities, quiz, rubric.
How the ladder works: modules climb from L1 (remember) to L7 (create); the ladder section shows each level as a slide. Take them in order; the first three suit new learners, 4 and 5 suit practitioners, 6 and 7 suit advanced staff.
lesson by lesson
8 modules with worked examples
Module 1 One login, many apps 2 hRememberL1 Basic
A suite shares users and data.
- App launcher.
- Organisation, users, roles.
- Sandbox and live.
Activity. Create an org with three users.
Standard to meet. Test the roles.
Slides with notes
Module 2 Customers and sales 3 hApplyL2 Awareness
Leads, deals and activity.
- Lead capture form.
- Pipeline view.
- Email and call logs.
Activity. Build a form and a pipeline.
Standard to meet. Lead appears; task assigned.
Slides with notes
Module 3 Books: invoices, expenses and reports 4 hApplyL3 Foundation
Simple clean books.
- Invoice and payment.
- Expense and bill.
- Bank feed.
- Reports: profit and loss, balance, aged receivables.
Activity. Run a practice month.
Standard to meet. Check that reports agree with the bank.
Slides with notes
Module 4 Help desk and customer care 3 hApplyL4 Practitioner
Every message becomes a ticket with an owner.
- Channels into one inbox.
- Ticket priority and service level.
- Knowledge articles.
Activity. Process ten tickets.
Standard to meet. Show 90% inside service level.
Slides with notes
Module 5 Projects, people and documents 3 hUnderstandL5 Specialist
Plan work and keep proof.
- Tasks and milestones.
- Timesheets.
- Shared documents and approvals.
Activity. Plan a small project.
Standard to meet. Link the milestones.
Slides with notes
Module 6 Automation and connections 4 hCreateL6 Advanced
Let routine work run itself.
- Workflow rules.
- Webhooks and forms.
- Error handling and logs.
- Test before live.
Activity. Build two automations.
Standard to meet. Test both with an error check.
Slides with notes
Module 7 Rollout, data protection and analytics 4 hCreateL7 Super expert
Run the suite for the whole company.
- Rollout waves and training.
- Data protection settings and exports.
- Analytics dashboard.
- Yearly review.
Activity. Write a rollout and protection plan.
Standard to meet. Set waves, training, export and review.
Slides with notes
Module 8 Capstone: set up and audit a whole company suite 5 hEvaluateL7 Super expert
Bring every module together. You build a small working company in the suite, then check it like an outside reviewer.
- Plan one end-to-end story: lead, deal, invoice, payment, support ticket.
- Check that each app passes data to the next one without retyping.
- Audit roles, automations and logs for gaps and risks.
- Teach a colleague to use the suite in 20 minutes.
Activity. Build the full story with three users, run five customers through it, then write a one-page audit with three problems and fixes.
Standard to meet. Show that every customer completes the story, and list three problems in the audit with a fix and an owner for each.
Slides with notes
assessment
How you are checked
Evidence: your records from each activity. A peer and a mentor mark it. Pass: no criterion at 'Not yet'.
| Criterion | Not yet | Meets | Exceeds |
|---|---|---|---|
| Accuracy | Steps wrong | Steps right on practice data | Right and explained to a peer |
| Evidence | No records | Records for each module | Records and a lessons note |
| Safety and privacy | Real data used | Practice data only | Rules written for others |
| Standard | Misses the standard | Meets every module standard | Meets and improves it |
Ten-question check, with model answers
Q1. A new employee needs to see deals but not the bank feed. Which part of the suite do you change?
Model answer: You set a role for that user so it only allows the sales app and hides the books app. Roles control who sees which data, so you do not share one login. (Covered in module 1: One login, many apps. To pass that module: Test the roles.)
Q2. A web form on your site should create a lead and give a task to a salesperson. What two things do you set up?
Model answer: You build the form with the fields you need and link it to the lead list, then add a rule that creates a task and assigns it to a named person when a lead arrives. (Covered in module 2: Customers and sales. To pass that module: Lead appears; task assigned.)
Q3. A customer invoice is 7 days overdue. How can the suite handle this without manual work?
Model answer: Set an automatic reminder rule that sends a polite email at 7 days overdue. Check the aged receivables report to see which invoices are still open. (Covered in module 3: Books: invoices, expenses and reports. To pass that module: Check that reports agree with the bank.)
Q4. Explain why the three books reports (profit and loss, balance sheet, aged receivables) are used together.
Model answer: Profit and loss shows if you earned money in a period, the balance sheet shows what you own and owe on one date, and aged receivables shows who has not paid yet. Together they give the full picture. (Covered in module 3: Books: invoices, expenses and reports. To pass that module: Check that reports agree with the bank.)
Q5. Ten tickets arrive and four are the same question about delivery times. What is the best fix?
Model answer: Write one knowledge article that answers it and link it in the reply template. Then agents stop answering the same question again and again. (Covered in module 4: Help desk and customer care. To pass that module: Show 90% inside service level.)
Q6. A ticket has a service level of 4 hours and it is now hour 5 with no reply. What does this mean and what do you do?
Model answer: The service level is missed. Raise the ticket priority, assign an owner now, and check why it waited so you can change the rule or staffing. (Covered in module 4: Help desk and customer care. To pass that module: Show 90% inside service level.)
Q7. A project reaches a milestone and you want an invoice created. How does linking help?
Model answer: If the milestone is linked to billing, completing it creates an invoice draft automatically. This saves time and stops you forgetting to bill. (Covered in module 5: Projects, people and documents. To pass that module: Link the milestones.)
Q8. You build a rule: when a new customer is added in the sales app, create a contact in the books app. What must you do before turning it on?
Model answer: Test it with a practice record in test mode, check the log for errors, and set an error message so someone is told if it fails. (Covered in module 6: Automation and connections. To pass that module: Test both with an error check.)
Q9. Compare rolling out the suite to everyone on one day with a pilot team first.
Model answer: A pilot with a small team for two weeks finds problems early and keeps the risk low. A one-day rollout is faster but mistakes hit the whole company at once. (Covered in module 7: Rollout, data protection and analytics. To pass that module: Set waves, training, export and review.)
Q10. In the capstone audit you find that an automation silently fails when a customer has no email. What do you recommend?
Model answer: Add a check for the empty field, create a fault path that notifies a named person, and write the fix and its owner in the audit. Then test again with an empty-email record. (Covered in module 8: Capstone: set up and audit a whole company suite. To pass that module: Show that every customer completes the story, and list three problems in the audit with a fix and an owner for each.)
levels L1 to L7
The ladder, slide by slide
Seven slides, one per level. Open each for the slide text and the speaker notes.
Slide 1 L1 Basic: L1 Basic: Know the suite
Remember the names of the main apps and what each one is for. You can open the launcher and sign in with one login.
Speaker notes. Show the launcher on screen and ask learners to name each app out loud. Common mistake: thinking each app needs its own account.
Slide 2 L2 Awareness: L2 Awareness: See how data flows
Understand how a lead becomes a deal, an invoice and a payment. You can explain in your own words why shared data saves time.
Speaker notes. Draw the customer story on a board and let learners point to each hand-off. Check they can say why retyping causes errors.
Slide 3 L3 Foundation: L3 Foundation: Do simple tasks
Apply the basics: add a user, capture a lead, raise an invoice and log an expense. You follow a checklist to finish each task correctly.
Speaker notes. Give a short checklist and watch a learner do each task once. Common mistake: giving a user too many rights because it is quicker.
Slide 4 L4 Practitioner: L4 Practitioner: Run daily work
Analyse your own books, tickets and pipeline to find what is late or wrong. You read the reports and decide what to fix first.
Speaker notes. Hand out a practice month with three hidden errors and ask learners to find them. Check that they match reports to the bank.
Slide 5 L5 Specialist: L5 Specialist: Build rules and automations
Evaluate which routine jobs are worth automating and build tested rules for them. You check logs and set error paths before going live.
Speaker notes. Ask learners to justify each automation by time saved and risk. Common mistake: switching a rule on without a test record.
Slide 6 L6 Advanced: L6 Advanced: Design for a company
Create a rollout plan with waves, training, data protection settings and a dashboard. You set rules that fit how the company really works.
Speaker notes. Review each plan for a pilot, a backup and an export. Check the plan names an owner for every step.
Slide 7 L7 Super expert: L7 Super expert: Audit and teach
Evaluate a whole suite like an outside reviewer and create a plan to fix it. You can train others and improve the setup year after year.
Speaker notes. Let the learner audit a messy sample company and teach back in 20 minutes. Look for clear risks, simple fixes and plain language.
jobs this leads to
Where this takes you
- Business operations assistant. Keeps records across apps.
- Customer-support agent. Runs the help desk.
- Bookkeeper. Invoices, expenses, reports.
- Automation builder. Connects apps with rules.
- Suite consultant. Sets up whole companies.
Next courses: data skills, process improvement, a sector course for your target employer.
ten locations and global
Your place
Local law changes how you store customer data and issue invoices. Check it for your place first.
India (Bengaluru)
Language: English, Hindi, Kannada. Use INR for amounts. Personal data rule: Digital Personal Data Protection Act 2023. Skills frame to cite: National Skills Qualifications Framework (NSQF) and the national credit framework.
Netherlands (Eindhoven area)
Language: Dutch, English. Use EUR for amounts. Personal data rule: EU GDPR (Dutch: AVG), supervised by the Autoriteit Persoonsgegevens. Skills frame to cite: the Dutch qualification framework (NLQF) linked to the European Qualifications Framework.
UAE (Dubai and Abu Dhabi)
Language: Arabic, English. Use AED for amounts. Personal data rule: Federal Decree-Law No. 45 of 2021 (personal data protection). Skills frame to cite: the emirate education and training regulators (for example KHDA in Dubai) and the national qualifications framework.
Brazil (Sao Paulo)
Language: Portuguese (Spanish and English support). Use BRL for amounts. Personal data rule: LGPD (Lei Geral de Protecao de Dados). Skills frame to cite: the national technical-education catalogue and the national S-system training bodies.
Canada (Toronto)
Language: English, French. Use CAD for amounts. Personal data rule: PIPEDA, with provincial rules where they apply. Skills frame to cite: the provincial colleges framework and the national credential-recognition guidance.
United States
Language: English, Spanish. Use USD for amounts. Personal data rule: state privacy laws (for example California), and COPPA for children under 13. Skills frame to cite: state and community-college credit systems.
Singapore
Language: English, Mandarin, Malay, Tamil. Use SGD for amounts. Personal data rule: Personal Data Protection Act (PDPA). Skills frame to cite: the Singapore national skills frameworks and the national credit system.
Australia
Language: English. Use AUD for amounts. Personal data rule: the Privacy Act 1988 and the Australian Privacy Principles. Skills frame to cite: the Australian Qualifications Framework (AQF) levels.
Hong Kong (Eastern Asia)
Language: Chinese (Cantonese, Mandarin), English. Use HKD for amounts. Personal data rule: the Personal Data (Privacy) Ordinance. Skills frame to cite: the Hong Kong Qualifications Framework.
Georgia and Israel (Western Asia)
Language: Georgian, Hebrew, Arabic, English. Use GEL or ILS for amounts. Personal data rule: the personal data law of the country where the learner lives. Skills frame to cite: the national qualifications framework of that country.
Cayman Islands (Caribbean)
Language: English. Use KYD for amounts. Personal data rule: the Data Protection Act. Skills frame to cite: the local education and training framework.
Mexico
Language: Spanish, English. Use MXN for amounts. Personal data rule: the federal law on personal data held by private parties. Skills frame to cite: the national competency certification system and the education ministry levels.
next
Draft
Draft course. Written in our own words from our own training outlines; no third-party text is used. Not live.