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Mastering Salesforce CRM Administration

Mastering Salesforce CRM Administration

By : Gupta
3.1 (8)
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Mastering Salesforce CRM Administration

Mastering Salesforce CRM Administration

3.1 (8)
By: Gupta

Overview of this book

The book starts by refreshing your knowledge of common admin tasks. You will go over Lightning Experience and various security aspects. You will be shown how to implement territory management in your organization and make use of custom objects. From here, the book progresses to advanced configuration, data management, and data analytics before swiftly moving on to setting up advanced organization-wide features that affect the look and feel of the application. Extend the capabilities of your organization’s Salesforce implementation by optimizing and extending Sales Cloud, Salesforce1, and Service Cloud applications. This guide will equip you with the tools you need to build a successful career in Salesforce.
Table of Contents (13 chapters)
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Chapter 6. Increasing Service Agent Productivity by Using Service Cloud

In the previous chapters, we have discussed about Salesforce Sales Cloud. Sales Cloud is a product designed to automate business sales processes. By implementing Sales Cloud, you can boost your sales reps' productivity by allowing them to manage customers in a faster and simpler way. In this chapter, we will describe Service Cloud features in detail, such as case management, knowledge management, and entitlement management. In addition to this, we will also look at the way of setting up escalation rules in Salesforce. The following topics will be covered in this chapter:

  • Case management
  • Escalation rule
  • Entitlement management
  • Knowledge management
  • Live agent

Service Cloud is a product designed to automate support processes. By implementing Service Cloud, you can boost your support reps' productivity by allowing them to manage customers in a faster and simpler way, and it also helps reduce the organization...

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