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

Enhancing Customer Service Using Cases

Cases are the foundation of the customer service experience in Salesforce. A customer can open a case to report an issue or ask a question. Cases are connected to a contact and the account related to that contact to show the person and the business that originated the Case. Sales Cloud includes the basic functionality for Cases, such as creating a Case, escalation rules, Web-to-Case, and Email-to-Case. This basic functionality supports sales operations that want to track the customer service experience but do not have a dedicated customer service department. Service Cloud includes add-ons and extended functionality that does not come with Sales Cloud. Service Cloud includes modules such as entitlements, a knowledge base, and a service console. These modules are meant for full customer service teams.

In this chapter, we will cover the basic...