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

Knowledge management


Salesforce Knowledge gives you the capability to build a complete knowledge base inside Salesforce to service support agents, partners, and customers. Salesforce Knowledge is a placeholder where you can easily create and manage content, known as articles, and it is easy to find and view the articles you need. If you don't have any idea what a knowledge base is, it is basically a collection of articles with significant information about your products and services. The knowledge base is the most common way to provide a self-service portal to customers to solve their own queries, which helps the organization to decrease the case creation rate. This means hiring fewer support agents, and it helps customers to solve their queries a lot faster than calling up and waiting to ask a relatively common question.

For example, instead of calling the Apple customer care to ask about how to force restart an iPhone, it is very easy to read a knowledge article that describes the steps...