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 escalation rules

Escalation rules allow you to automatically reassign a case and/or notify a manager that there is an issue with a case and it may not be resolved in a timely manner. An example would be a technical issue that needs to be escalated to a more skilled technician. Another example may be if a customer asks in a comment or on a phone conversation for a case to be escalated to a manager for review. Escalation rules allow you to automatically escalate cases based on set criteria such as the number of hours the case is open and assign to who the case is escalated, as well as who to notify of the escalation. Let’s take a look at how to build escalation rules.

In the following screenshot, I clicked on the gear icon to start the process:

Graphical user interface, application  Description automatically generated

Figure 7.8: Clicking on Setup at the top-right of the screen

As you can see in the preceding screenshot, after clicking on the gear icon, I clicked on Setup to take me into the configuration section of Salesforce...