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Salesforce CRM: The Definitive Admin Handbook - Second Edition by Paul Goodey

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Chapter 7. Salesforce CRM Functions

This chapter gives 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 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 these core Salesforce CRM functions:

  • Marketing administration
  • Salesforce automation
  • Customer service and support automation
  • Salesforce Chatter

Functional overview of Salesforce CRM

The Salesforce CRM functions are related to each other and, as mentioned previously, have cross-over areas which can be represented as shown in ...

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