Salesforce can be classified as a Software as a Service (SaaS) or a cloud software, and was originally built around CRM capabilities. Over the years, new functionalities have been added, and the platform functionalities (Platform as a Service (PaaS)) have been made generally available, making it possible to build a variety of custom applications in the cloud.

In this chapter, we will take a look at the sales cycle and some of the sales cloud modules that Salesforce provides out of the box. Salesforce.com can also be deployed for case management and product servicing. Salesforce.com service cloud applications are increasingly being used globally, and they provide a huge set of out-of-the-box features such as entitlements, knowledge management, content management, live agent, milestones, ideas, communities, and many more. Most of them require a feature license and many are provided out of the box. In this chapter, we will devote our time to...