Author: zeusexam

Managing data categories In the previous sections, we looked at how we can limit access to Knowledge with object-level security, field-level security, and record types through profiles and permission sets. If we want to restrict access to specific articles in a more granular way, we need to use data categories. By using these, we can…

Handling articles Knowledge home is a simple object list page where we can configure list views, as we do with any other object. To access this page, click on App Launcher and look for Knowledge. Click on a specific article (or create a new one) to access the article record page: Article view From here,…

Setting up Salesforce Lightning Knowledge The easiest way to set up Salesforce Lightning Knowledge is by using the Lightning Knowledge Setup flow, which is accessible from Settings | Service Setup | View All | Knowledge Setup: Lightning Knowledge Flow activation This wizard executes the following actions: After completing the wizard, go to Setup | Object…

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 manager can drill down to the child territories. To configure a territory, the manager needs to go to Setup | Feature Settings | Territories | Territory Models | View Hierarchy on your model, click on the Edit link next to a territory, and fill in the Forecast Manager box: Filling in the Forecast Manager…

Setting up collaborative forecasting A picture is worth a thousand words. Let’s see what using forecasts is like: Forecast view of a sales manager We can see two panels: A manager can have a look at their subordinates’ forecast details by clicking on the arrow next to the username: Forecast view of a subordinate sales…

Quote versus opportunity synchronization The last important feature of quotes is that we can align a quote’s line items to its opportunity’s products. To do this, click on the Start Sync button (it may be hidden next to the Create PDF button). A message will warn us that any info about opportunity products will be…

Managing quotes and quote templates Quotes contain the proposed prices of items and services sold to customers. They are created after an opportunity, inheriting their products, but quantities and pricing can change. That’s why we can have multiple quotes linked to a given opportunity. No surprises…opportunities pass through various stages (one of them is called…

Product schedules Product schedules are a feature that define the payment and delivery cycles for your products, provided in the following ways: To enable product schedules, navigate to Setup | Feature Settings | Sales | Products | Product Schedules Settings: Enabling product schedules Checking the Enable quantity/revenue scheduling for all products checkboxes enables both schedule…

Who creates products in our CRM? Administrators or sales managers do this by hand (using the product layout or using mass data creation with tools such as Data Loader) or automatically with external systems called Product Information Management (PIMs). In this case, the PIM system is the master/owner of the product data, taking care of…