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

Enhancing Customer Service with Cases

Cases are the foundation of the customer service experience in Salesforce. A customer can open a case to report an issue or ask a question. Cases are connected to a contact and the account related to that contact to show the person and the business that originated the case. While Service Cloud includes more robust case functionality, Sales Cloud includes the basic functionality for cases. These Sales Cloud features include creating a case, escalation rules, Web-to-Case, and Email-to-Case. This basic functionality supports sales operations that want to track the customer service experience but do not have a dedicated customer service department. Service Cloud includes add-ons and extended functionality that does not come with Sales Cloud. Service Cloud includes modules such as entitlements, a knowledge base, and a service console. These modules are meant for full customer service teams.

In this chapter, we will cover the basic case functionality...