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'Salesforce.com for Dummies' Excerpt

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This book chapter shows you how to build case rules and databases in the leading on-demand sales and customer relationship management toolset. Salesforce.com is a key asset is supporting current sales and making new ones.

As the global leader in on-demand customer relationship management (CRM), salesforce.com helps companies all over the world manage their sales, marketing and customer service and support operations. Written by two salesforce.com insiders, this straightforward introduction clearly explains how to organize contacts, log activities with contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projects based on past performance and more.

This excerpt is the entirety of chapter 16, entitled "Managing Your Customer Service Solution." This chapter shows you how to:

  • Customize cases
  • Use case queues and assignment rules
  • Build a knowledge base
  • Automate support processes
  • Improve team productivity

The attached Zip file includes:

  • Intro Page.doc
  • Cover Sheet and Terms.pdf
  • Salesforce.com for Dummies Excerpt.pdf
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