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Salesforce CRM - The Definitive Admin Handbook

You're reading from   Salesforce CRM - The Definitive Admin Handbook A Deep-dive into the working of Salesforce CRM

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Product type Paperback
Published in Dec 2016
Publisher Packt
ISBN-13 9781786468963
Length 644 pages
Edition 4th Edition
Concepts
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Author (1):
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Paul Goodey Paul Goodey
Author Profile Icon Paul Goodey
Paul Goodey
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Toc

Table of Contents (12) Chapters Close

Preface 1. Setting up Salesforce CRM and the Company Profile FREE CHAPTER 2. Managing Users and Controlling System Access 3. Configuring Objects and Apps 4. Securing Access to Data and Data Validation 5. Managing Data in Salesforce CRM 6. Generating Data Analytics with Reports and Dashboards 7. Implementing Business Processes in Salesforce CRM 8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM 9. Extending and Enhancing Salesforce CRM 10. Administrating the Mobile Features of Salesforce CRM 11. Studying for the Certified Administrator Exam

Summary

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 using 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 Salesforce Chatter, a collaboration application that helps in this respect by connecting people and sharing business information.

Finally, we posed some questions to help clarify some of the key features of Salesforce's Sales Cloud, Service Cloud, and Chatter.

In the next chapter, we will look at the ways...

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