In this chapter, we looked at the functional areas within Salesforce CRM, where we described the process from campaign to customer and beyond. We saw how leads in Salesforce CRM can be converted to generate the accounts, contacts, and opportunity records, which would then be processed through the sales cycle to form customer records, and we also saw how these customers can be supported by the customer service and support teams who use the case-management features.
Within the functional areas, we touched on when business teams concerned with marketing, sales, and customer service have to agree on roles and responsibilities for aspects of the business processes. We also looked at business collaboration and at Salesforce Chatter and Salesforce CRM Contents, which are collaboration tools that help in this respect by connecting people and sharing business information.
Finally...
