Chapter 20

Customizing Service Cloud with

In This Chapter

arrow In This Chapter

arrow Customizing standard business objects

arrow Modifying page layouts

arrow Managing multiple support processes

arrow Managing record types

arrow Working with workflow

arrow Validating data entry

Salesforce provides a standard set of objects to operate your business with, and these objects include their own standard fields and page layouts natively (or “out of the box,” as they say in the business). Although the standard setup provides an immense amount of business value right off the bat, Salesforce knows that any successful tool needs to be flexible in order to respond rapidly to changing markets and business focus, or values.

If you’re an administrator for your organization or you have permission to customize the configuration, ...

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