Book Image

Mastering Salesforce CRM Administration

By : Rakesh Gupta
Book Image

Mastering Salesforce CRM Administration

By: Rakesh Gupta

Overview of this book

The book starts by refreshing your knowledge of common admin tasks. You will go over Lightning Experience and various security aspects. You will be shown how to implement territory management in your organization and make use of custom objects. From here, the book progresses to advanced configuration, data management, and data analytics before swiftly moving on to setting up advanced organization-wide features that affect the look and feel of the application. Extend the capabilities of your organization’s Salesforce implementation by optimizing and extending Sales Cloud, Salesforce1, and Service Cloud applications. This guide will equip you with the tools you need to build a successful career in Salesforce.
Table of Contents (20 chapters)
Mastering Salesforce CRM Administration
Credits
Foreword
About the Author
About the Reviewers
www.PacktPub.com
Customer Feedback
Preface

Test your knowledge


Q1. Universal Containers has service level agreements with clients that require an agent to respond within 3 hours of receiving a case. The agreement also states that the case must be resolved within 10 hours if the case priority is set to high. Which of the following features can they utilize to fulfill this requirement?

  1. Workflow e-mail alert to send notification that a case was received

  2. Case assignment rules to route the case to an escalation queue

  3. Case comments to communicate updates to the client

  4. Entitlements to define milestones to meet the SLAs

Q2. Which feature license needs to grant permission to a user to enable Salesforce Knowledge for them?

  1. Allow Knowledge User

  2. Allow forecasting

  3. Marketing User

  4. Knowledge User

Q3. Universal Containers leverage Service Cloud features to ensure that only specific individuals be allowed to contact support on behalf of the customer?

  1. Utilize the case team feature to share case visibility

  2. Configure the CTI adapter to block unknown numbers

  3. Add...