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

Using Cases to enhance customer service

Cases are issues that are raised by customers. The reason Cases are so important is that they are a primary means of resolving customer issues and keeping clients satisfied. These issues can range from basic questions to technical issues with a product.

Business use case

You are a customer service rep at XYZ Widgets. You get a call about a mechanical issue from one of your customers. You will need to create a case to log the issue. We will look at how to deal with this use case, and then explore how to create escalation rules and how customers submit cases through the web, as well as through email, that may end up in your queue.