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

Assignment rules in action

Now that we have created a lead and a case assignment rule, let’s see how this looks in action. The assignment functionality works the same way for leads and cases, but we will use cases for our example since the case assignment rule allows us to assign to both a user and a queue. Any case that is created automatically through Web-to-Case or Email-to-Case will trigger the assignment rules. In our examples, we will create the cases directly in Salesforce.

The following screenshot shows the account record we will be using for our test:

Graphical user interface, text, application  Description automatically generated

Figure 18.18: Highlighted areas of an account record

As you can see, we will use the Edge Communications account (1). We will create cases using the two existing contacts, Sean Forbes and Rose Gonzalez (2). I made sure to update Mailing State/Province for Sean Forbes to New Jersey and Mailing State/Province for Rose Gonzalez to New York. These are the criteria the assignment rules will check so that it...