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

Introducing cases

A case is a file that contains all interactions between a customer and a company from the problem description (or complaint) to its resolution. A case may contain several back-and-forth questions and responses.

Business use case

You are a customer service rep at XYZ Widgets. You get a call about a mechanical issue from one of your customers. You will need to create a case to log the issue. We will look at how to deal with this use case, and then explore how to create escalation rules and how customers submit cases through the web, as well as through email, that may end up in your queue.

Creating a case

Let’s take a look at how to create a case in Salesforce and go through the fields included when creating a case.

In the following screenshot, I clicked on the Cases tab to start the process:

Graphical user interface, text, application  Description automatically generated

Figure 7.1: Creating a case by clicking on New under the Cases tab

Once I was on the Cases tab, I clicked on New. This took me to the case...