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 escalation rules for quicker case resolution

Escalation rules allow you to automatically reassign a case and/or notify a manager that there is an issue with a Case. An example would be a technical issue that needs to be escalated to a more skilled technician. Another example may be if a customer asks for a case to be escalated to a manager. Escalation rules allow you to automatically escalate cases based on criteria and set who the case is escalated to, as well as who to notify of the escalation. Let's take a look at how to build escalation rules.

In the following screenshot, I clicked on the gear icon (1) to start the process:

As you can see in the preceding screenshot, after clicking on the gear icon I clicked on Setup (2) to take me into the configuration section of Salesforce.

In the following screenshot, I started typing esca into the search bar (1). This brings...