November 2019
Intermediate to advanced
672 pages
13h 39m
English
Content preview from Salesforce Advanced Administrator Certification Guide
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Service Cloud Applications
In the previous chapter, we learned how our business can leverage Salesforce sales capabilities to enhance our chances of closing a deal. When a deal is made, we need to build a strong relationship with our customers using our platform features. This is known as Customer Relationship Management (CRM).
What's CRM without a proper service center? Salesforce Sales Cloud provides great tools that we can use to set up a fully functional service center. In this chapter, we'll use Salesforce Knowledge to create a powerful knowledge base (KB) that will be integrated within service processes, entitlements, and milestones to enforce a customers' service-level agreement (SLA), allow the Live Agent to deliver an efficient service ...
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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.