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

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:

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...