This book is designed to accompany the Introduction to Salesforce for Service class offered by Stony Point. The online class is delivered by a live instructor and is specifically designed to teach customer service personnel the basics of Salesforce. The instructor will focus on the key features customer service personnel will utilize to immediately become effective with Salesforce. A student in this class will learn how to manage Accounts, Contacts, Cases and Solutions. In addition, the instructor will show the students the basics of activity management and take the student through the full life cycle of a support incident. Finally, the student will learn how to use List Views, Reports and Dashboards. Each student will be given a practice learning environment to use during hands-on exercises during the class. The student will be able to use this learning environment indefinitely after the class without any additional fee. Stony Point is a leading provider of Salesforce...

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