Summary

In this chapter, we looked at the functional areas within Salesforce CRM, where we described the process from campaign to customer and beyond. We saw how leads in Salesforce CRM can be converted to generate the accounts, contacts, and opportunity records, which would then be processed through the sales cycle to form customer records, and we also saw how these customers can be supported by the customer service and support teams using the case management features.

Within the functional areas, we touched on when business teams concerned with marketing, sales, and customer service have to agree on roles and responsibilities for aspects of the business processes. We also looked at Salesforce Chatter, a collaboration application that helps in this respect by connecting people and sharing business information.

Finally, we posed some questions to help clarify some of the key features of Salesforce's Sales Cloud, Service Cloud, and Chatter.

In the next chapter, we will look at the ways...