Book Image

Salesforce for Beginners - Second Edition

By : Sharif Shaalan, Timothy Royer
Book Image

Salesforce for Beginners - Second Edition

By: Sharif Shaalan, Timothy Royer

Overview of this book

The second edition of Salesforce for Beginners provides you with a holistic introduction to the Salesforce platform. Whether you need help with the lead generation process, Salesforce user management and data security, or automating tasks with Salesforce Flow, this book is for you. Throughout this new edition you will find real-world business use cases to demonstrate concepts, screenshots of the latest UI displayed for screen navigation, and exercises at the end of every chapter to test your newfound knowledge. Working with the world’s leading CRM software, you will learn how to create activities, manage leads, develop your prospects and sales pipeline using opportunities and accounts, and understand how you can enhance marketing activities using campaigns. You will be able to take your administration skills to the next level as you approach real-world user management topics such as ownership skew. You will learn about data security on the Salesforce platform, with an introduction to the role hierarchy, system and user permissions, and much more. In this new edition you'll get to explore the popular automation tool Salesforce Flow. You’ll learn about the different flow types to employ, how to construct your first flow, and how to extensively test your flow. This will allow you to come away from reading this book with a real, functional flow for your business processes.
Table of Contents (24 chapters)
21
Assessment
22
Other Books You May Enjoy
23
Index

Creating a queue

In Salesforce, every record has to be owned by a user or a queue. A queue is a group of users who can own records.

From a business perspective, one example is where new leads are placed in a lead queue. Users who are assigned to it can go into the lead queue list view and reassign leads to themselves that they wish to pursue.

Another use case could be when a group of support users is assigned to a case queue. From there these support users can actively go into the case queue list view to reassign cases to themselves. They will then be the owners of any reassigned cases and are responsible for working on these cases.

This concept is very important, as it allows users to complete work in a more efficient manner by providing direct access to assign records and keeping the business process moving.

Business use case

You are the Salesforce admin for XYZ Widgets. The support manager has a use case where a New York Cases queue needs to be...