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 case assignment rules

Case assignment rules are a great tool for assigning case records automatically. Knowing the capabilities of case assignment rules will lead to fewer clicks for your users and quicker business process execution when working with cases. Case assignment rules are created in the Setup section of Salesforce. Let’s learn how to create a case assignment rule and apply it either to a user or to a queue.

Business use case

You are the Salesforce admin for XYZ Widgets. The support manager has the following use cases for you:

  • Any new case with a State/Province of New York will be assigned to the New York Cases queue
  • Any new case with a State/Province of New Jersey will be assigned to a user

Let’s learn how to build these.

Case assignment rules in action

To create a case assignment rule, we need to perform the following steps:

  1. First, we need to navigate to the Setup page | the Home tab | Service...