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    Salesforce.com for Dummies Excerpt

    ‘Salesforce.com for Dummies’ Excerpt

    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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