Chapter 7. Salesforce CRM Functions
This chapter gives you an overview of the functional areas within Salesforce CRM, where we will look at the process from the campaign to the customer and beyond. Within the functional areas, there are various touch points where the business teams concerned with marketing, sales, and customer service have to agree on roles and responsibilities for aspects of the business processes. We will now look at each of the following core Salesforce CRM functions:
- Marketing administration
- Sales automation
- Customer service and support automation
- Enterprise social networking and collaboration with Salesforce Chatter
