Book Image

Salesforce for Beginners

By : Sharif Shaalan
Book Image

Salesforce for Beginners

By: Sharif Shaalan

Overview of this book

Salesforce is the world's leading Customer Relationship Management (CRM) software, helping businesses connect with their constituents and partners. This book will give you a comprehensive introduction to managing sales, marketing, customer relationships, and overall administration for your organization. You'll learn how to configure and use Salesforce for maximum efficiency and return on investment. You'll start by learning how to create activities, manage leads, and develop your prospects and sales pipeline using opportunities and accounts, and then understand how you can enhance marketing activities using campaigns. Packed with real-world business use cases, this Salesforce book will show you how to analyze your business information accurately to make productive decisions. As you advance, you'll get to grips with building various reports and dashboards in Salesforce to derive valuable business insights. Finally, you'll explore tools such as process builder, approval processes, and assignment rules to achieve business process automation and set out on the path to becoming a successful Salesforce Administrator. By the end of the book, you'll have learned how to use Salesforce effectively to achieve your business goals.
Table of Contents (23 chapters)
Section 1: Salesforce for Sales, Marketing, and Customer Relationship Management
Section 2: Salesforce Administration
Section 3: Automating Business Processes Using Salesforce

Creating a queue

In Salesforce, every record has to be owned by a user or a queue. A queue is a group of users who can own records.

From a business perspective, one example is where new leads are placed in a lead queue. Users who are assigned to it can go into the lead queue list view and reassign leads to themselves that they wish to pursue. It can also be the use case where a group of support users is assigned to a case queue. From there these support users can actively go into the case queue list view to reassign cases to themselves. They will then be the owners of any reassigned cases and are responsible for working on these cases.

Business use case

You are the Salesforce Admin for XYZ Widgets. The Support Manager has...