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)
1
Section 1: Salesforce for Sales, Marketing, and Customer Relationship Management
10
Section 2: Salesforce Administration
16
Section 3: Automating Business Processes Using Salesforce

Chapter 7

  1. What is the main use case for Salesforce Cases?
  • Cases are used for customer service purposes.
  1. Why is Case Status so important?
  • The Case status field drives the Case's life cycle. This field allows you to see where the Case is at any point in time.
  1. What is an example of when a Case may be escalated?
  • An example would be when a technical issue arises that needs to be escalated to a more skilled technician.
  1. Why is there an Order field for Case Escalation rule entries?
  • This is needed so that we can specify the order in which the entries will execute within the rule.
  1. Why do you need to generate HTML code for Web to Case?
  • So you can add the case capture form to a web page.
  1. What is a use case for using Email to Case?
  • Email to Case allows you to set up a specific email address that converts any email sent to that email address into a Case.
  1. What...