All Products

Best Sellers

New Releases

Books

Videos

Audiobooks

Free Learning

Salesforce for Beginners - Second Edition

You're reading from Salesforce for Beginners - Second Edition

Product type Book

Published in Oct 2022

Publisher Packt

ISBN-13 9781803239101

Pages 532 pages

Edition 2nd Edition

Languages

Concepts

Authors (2):

Sharif Shaalan

Timothy Royer

View More author details

Table of Contents (24) Chapters

Preface

1. Getting Started with Salesforce and CRM

2. Understanding Salesforce Activities

3. Creating and Managing Leads

4. Business Development with Accounts and Contacts

5. Driving the Sales Cycle with Opportunities

6. Achieving Business Goals Using Campaigns

7. Enhancing Customer Service with Cases

8. Business Analysis Using Reports and Dashboards

9. Setup and Configuration

10. An Overview of Sharing and Visibility

11. User Management and Data Security

12. Managing Projects with Sandboxes and Change Sets

13. Using Data Modeling to Configure Objects for Your Business

14. Lightning Experience Customization

15. Extending Functionality with Third-Party Applications and Salesforce Mobile

16. Salesforce Flow

17. Approval Processes

18. Assignment Rules

19. Data Integrity with Formulas and Validations

20. Testing and Debugging

21. Assessment

22. Other Books You May Enjoy

23. Index

Enhancing Customer Service with 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. While Service Cloud includes more robust case functionality, Sales Cloud includes the basic functionality for cases. These Sales Cloud features include 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 case functionality...

The rest of the chapter is locked

Register for a free Packt account to unlock a world of extra content!

A free Packt account unlocks extra newsletters, articles, discounted offers, and much more. Start advancing your knowledge today.

Unlock this book and the full library FREE for 7 days

Get unlimited access to 7000+ expert-authored eBooks and videos courses covering every tech area you can think of

Start free trial

Renews at $15.99/month. Cancel anytime}

Authors (2)

Sharif Shaalan

Sharif Shaalan was first introduced to Salesforce as an end user in 2007. His range of experience, from a sales rep to technical architect, helped him successfully lead more than 100 implementations including projects that were showcased on the main stage at Dreamforce. In 2013, Sharif was chosen as a Salesforce MVP, and in 2020 he was inducted into the Salesforce MVP Hall of Fame. Sharif is a regular speaker at Salesforce conferences and has obtained more than 10 Salesforce certifications. He is the founder and CEO of Agile Cloud Consulting and continues to be an active Salesforce community contributor

Read more

See other products by Sharif Shaalan

Timothy Royer

Timothy Royer is the VP of Delivery at Agile Cloud Consulting and a Salesforce Certified Application Architect. Timothy began his Salesforce career in 2012 as an accidental administrator and has since participated in a number of implementations in a variety of roles. Timothy has experience as a Salesforce customer, a Salesforce partner, and as a member of the Salesforce.org professional services team.

See other products by Timothy Royer

Personalised recommendations for you

Based on your interests and search pattern

C++ Programming for Linux Systems

C++ Programming for Linux Systems

This book covers the essential system programming tools and helps you explore the features of C++20. It emphasizes important details to maintain code quality and tackle everyday challenges of developing software for high performance, optimization, and more.

Sep 2023 9 hours 36 minutes

Discover advanced programming techniques, the latest features of C++17 and C++20, and best practices for memory management, debugging, testing, and large-scale application design with Expert C++. Ideal for experienced developers advancing to proficient programmers and building professional-grade C++ applications.

Aug 2023 20 hours 8 minutes

iOS 17 Programming for Beginners

iOS 17 Programming for Beginners

iOS 17 Programming for Beginners, Eighth Edition is your comprehensive guide to learning the art of iOS app development. Whether you dream of creating the next chart-topping app or simply want to enhance your programming skills, this book is your trusted companion on this exciting journey.

Oct 2023 20 hours 8 minutes

Developer Career Masterplan

Developer Career Masterplan

Written by industry experts that have spent the last 20+ years helping developers grow their career path towards senior developer positions and beyond. This book provides a comprehensive guide, sharing examples and stories from their global careers. By the end, you’ll have the knowledge to create a clear career progression plan as a technical professional.

Sep 2023 10 hours 20 minutes

Refactoring with C#

Refactoring with C#

In Refactoring with C#, you’ll explore the process of safely refactoring modern .NET code using Visual Studio features, advanced unit tests, AI assistance, and custom Roslyn analyzers.

Nov 2023 14 hours 28 minutes

Python Real-World Projects

Python Real-World Projects

Amplify your developer journey by curating a dynamic project portfolio that outshines traditional resumes. Delve into the Python realm through immersive projects, mastering core concepts while constructing comprehensive modules and applications. From data acquisition prowess to impactful data visualization, Python Real-World Projects arms you with essential skills to beat the competition.

Sep 2023 15 hours 56 minutes

The MVVM Pattern in .NET MAUI

The MVVM Pattern in .NET MAUI

The MVVM Pattern in .NET MAUI enables developers to master MVVM principles and effectively apply them to .NET MAUI. This book uses real-life examples and covers complex problems to help you successfully apply MVVM with .NET MAUI to confidently develop robust and high-performing cross-platform apps.

Nov 2023 12 hours 52 minutes

Extending Microsoft Business Central with Power Platform

Extending Microsoft Business Central with Power Platform

Extending Business Central with the Power Platform is a step-by-step guide for Business Central professionals to create solutions that automate business processes, explain complex workflow approvals, and integrate with hundreds of other systems, without traditional development. It’ll guide you in customizing Business Central with Power Platform.

Aug 2023 15 hours 16 minutes

Extending Microsoft Business Central with Power Platform

Extending Microsoft Business Central with Power Platform

Extending Business Central with the Power Platform is a step-by-step guide for Business Central professionals to create solutions that automate business processes, explain complex workflow approvals, and integrate with hundreds of other systems, without traditional development. It’ll guide you in customizing Business Central with Power Platform.

Aug 2023 15 hours 16 minutes

Quantum Computing Algorithms

Quantum Computing Algorithms

The book emphasizes intuitive ideas behind quantum algorithms in ways that other books don’t cover, striking a careful balance between no math and too much math. To get the most from this book, you should be comfortable with basic algebra and writing simple computer code. No prior understanding of quantum physics is needed to get started.

Sep 2023 11 hours 24 minutes

Python – Complete Python, Django, Data Science and ML Guide

Python – Complete Python, Django, Data Science and ML Guide

Unlock Python's full potential with this 50+ hour course! From programming to web and game development, data manipulation, and machine learning, gain the skills required to succeed in various Python-related careers. With practical tasks, hands-on experience, and a strong foundation in Python, you'll be ready to tackle real-world challenges and take advantage of the many opportunities this versatile language offers.

Nov 2023 50 hours 30 minutes

Python – Complete Python, Django, Data Science and ML Guide

Python – Complete Python, Django, Data Science and ML Guide

Unlock Python's full potential with this 50+ hour course! From programming to web and game development, data manipulation, and machine learning, gain the skills required to succeed in various Python-related careers. With practical tasks, hands-on experience, and a strong foundation in Python, you'll be ready to tackle real-world challenges and take advantage of the many opportunities this versatile language offers.

Nov 2023 50 hours 30 minutes