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 Email-to-Case to create Cases

Whereas Web-to-Case allows you to capture a case submission through your website, Email-to-Case allows you to set up a specific email address that converts any email sent to that email address to a Case. The business use case for this is a support email. You may want to set up an email address such as [email protected], to which your clients can send an email with an issue. Salesforce will take that email and create a case for the issue. All subsequent correspondence will be captured on that case until the case is resolved. Let's take a look at how to set up Email-to-Case.

In the following screenshot, I started typing case into the search bar (1). This brings up any items in SETUP that have these letters:

As you can see in the preceding screenshot, I clicked on Email-to-Case (2) to take me into the section where we can set this up...