November 2019
Intermediate to advanced
672 pages
13h 39m
English
Content preview from Salesforce Advanced Administrator Certification Guide
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Entitlements for SLA management (and more)
Our call center is ready to achieve its potential, but before we close this chapter, let's add the last piece of the puzzle.
Let's talk about SLAs. If we are building service processes, we are giving our customers a way to contact us if something is wrong with their product.
Our company sells highly specialized software: if a software license is purchased, the customer receives email and chat support, but if they purchase, let's say, 10,000 licenses, we can provide 24/7 phone support.
In Salesforce, SLAs are handled with entitlements. In this scenario, we can create an entitlement object related to the customer's account.
If the customer calls the call center, the agent can have a look at the account's ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.