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Salesforce CRM - The Definitive Admin Handbook - Fourth Edition by Paul Goodey

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Chapter 8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM

In the previous chapter, we looked at the methods to automate business tasks and activities along with approval processes to align business rules with process automation in Salesforce.

This chapter will give you an overview of the functional areas within Salesforce CRM, where we will look at the process from campaign to customer and beyond.

Within the functional areas of this chapter, we will touch on points where business teams concerned with marketing, sales, and customer service have to agree on roles and responsibilities for aspects of the business process. These functional areas of the business can all be managed in Salesforce CRM, and in this ...

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