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

Summary


In this chapter, we started with an explanation of support life cycle, and then we moved ahead with case management and discussed best practices to streamline customer support. We also discussed the escalation rule, email-to-case. We have also seen how to impose service level agreement into case by using entitlement and service contract. In the end, we discussed knowledge management and live agent. In the next chapter, you will go through and learn how to utilize visual workflow to streamline and optimize your business processes.