Important Objects in Salesforce

Lead -

Lead - Lead object is used to store information about a person interested in the product or service we are delivering.In business term lead are the potential customer.

Lead Conversion means qualifying a lead to the sales process.
Lead Management is a process that allow us to measure and monitor lead conversion.


Important field of Lead Object -
Company - Name of the company with which lead is affiliated.
Title - Position of lead within his/her company.
Lead Status - Open,Contacted,Working,Closed-Converted or Closes - Not Converted
Lead Source - eg - web,purchased list,partner refferal

Important fields in lead -
Lead-->Company,LastName,status


Related list of Lead -
Campaign History -
Campaign and Leads are related through a junction Object.i.e - Campaign Member
Campaign History related list describe that in which campaign this particlular lead has been added as a member and also it's status for that campaign .When we initially create a lead record and add the campaign through a lookup dialog,then also it is added to campaign history not as a field.



Web to Lead -
The process of capturing leads from a website is called Web-to-lead.
Lead to record is limited to 5000 per day.
Set Up -> Quick Find -> Web to lead -> Create Web to lead form
Option captcha and redirect to url post form filling.



Lead Assignment Rules -
Salesforce Lead Assignment rules - are used to automatically assign leads records to a particular user or queue based on different condition.It can contain many rule entries that determine the assignee of a lead.
Assignee must have permission to leads


Rule Entry Specifies that -
Sort order which determine the order of the evaluation of rule entries.
Entry criteria which determine the response will be sent through which  the rule entry.
Name of the user/queue to which the record should be assigned.
Email templates which will be use to send the response.

We can create as many assignment rule we want ,but only 1 can be active at a time.


Lead Setting -> Lead Queue Setting -> Default lead Owner

(The queue or user that will own a lead when assignment rules fail to locate an owner). Account -

An account is a record that stores information about a person or business that a company does business with.
Account acts a parent object for standard object ,such as contacts ,opportunities and Cases.

Name is the only required field in Account.

Features and Capabilities of Account -
Account Hierarchy  - By Associating an Account in the standard Parent Account fields,A parents accounts can be established.
View Account Hierarchy - This feature enable to user to see the full association of parent and child account records within the hierarchy.

Account Teams : This feature enables the granting of access to account records for specific users who worked on the same account.This feature can be used by users that are owner of the Account record (or users that are above them in the role hierarchy and System Admin).This feature is disabled by default and there can be one account team with multiple roles.

Person Account Object -

The Person Account object comprises both and Account object and a custom object.
Personal account store information about individual people by combining certain account and contact fields into record.

Note - B2B and B2C can't be merged together.

Contact -

Contact in Salesforce store an individual's demographic information,such as phone number and email addresses are linked to an account.If a contact is not linked to an account ,then it's a private contact and only viewable by the contact owner or Salesforce administrator.

One Contact = One Person.

Important Fields = Lead Source,Reports to
Related List :
Campaign History -
Campaign and Contact are related through junction objects i.e - Campaign Members.
It describes that in which campaign this particular Contact has been added as a member and also it's status for that contact.

Opportunity -

Opportunity are deals in Progress.
if your salesforce admin has a set up leads in your salesforce org an opportunity is created when a lead is converted,and its not required.

- For nonprofits,this could be a donation and for a business enterprise,this could be a products and services.
- Opportunity records are processed using a business sales process with a predefined sales that typically advance to a final stage of either closed/lost or closed/won,where a closed/won opportunity represents a successful sales or paid donation.
- Many Opportunity can be created for one Account ,if the customer is interested in different package of product.For new Customers,typically the opportunity is created when the new Customer is converted from a Lead to an Account(and Contact too).

Features of opportunity Object -
Opportunity Teams - Use Opportunity Team if there is more than one user involved in a deal. e.g - Sales Agent and a Technical Specialist. (Apne taraf)
In user detail we can add Default Opportunity Team and
Contact Role - Use Contact Roles to indicate the role of a customer Contact in a Deal.(Client Side)

-Path helps Sales reps update opportunity information along the negotiation  process,They display the values you have set up as different stages in your Opportunity process.When a certain stage is selected ,you can display 5 fields as key fields for the users to focus .A good Practice is to enforce validation rules at each of the opportunity stage to ensure the maximum information necessary is provided.

Case -

The Case object enables the management of customer issues ,feedback incidents,or question associated with the products and services that your organization is evolved within.
Feature of Case Object
Web -to-Case:

  **Web-to-Case in Salesforce: Key Features & Configuration**

Web-to-Case allows customers to submit case records online, automatically creating cases within Salesforce.

**Key Features:**

*   **Automated Case Creation:** New cases are created upon customer form submission.
*   **Easy Customer Engagement:** Streamlines issue submission & captures relevant info.
*   **Customizable Forms:** Tailor the form's fields and appearance.
*   **Case Origin:** Automatically sets case origin to "Web."
*   **Response Template:** Configurable auto-reply email to customers.

**Configuration Steps:**

1.  Enable Web-to-Case in Salesforce Setup.
2.  Select Case fields for the web form (e.g., Email, Phone, Subject, Description).
3.  Specify a redirect URL (e.g., thank-you page).
4.  Customize the HTML form for appearance.

**Deployment Notes:**

*   Consider reCAPTCHA for spam prevention.
*   Customize the auto-reply email.
*   Test thoroughly for optimal user experience.

Email-to-Case:

**Email-to-Case in Salesforce: Configuration and Functionality**

**What is Email-to-Case?**
A Salesforce feature that automatically creates case records when emails are sent to a pre-configured email address.

**Configuration Steps:**

1.  **Setup:** Navigate to Setup, search for "Email to Case" under Service.
2.  **Enable:** Edit settings and enable Email-to-Case.
3.  **Settings to configure:**
    *   Notify case owners on new emails.
    *   Enable a team email.
    *   Set case origin to "Email".
    *   Save email attachments as Salesforce files (optional).
    *   Insert the thread ID in the email subject (recommended).
    *   Enable On-Demand Service (essential).
    *   Configure Unauthorized Sender Action.
    *   Configure email addresses and case settings.
4.  **Routing Address:** Create a new routing address (generates a long email address).
5.  **Verification:** Verify the generated email address via a verification email.
6.  **Case Settings:**
    *   Set the Case Owner (user or queue).
    *   Set Case Priority (e.g., High, Medium, Low).
    *   Set the Case Origin to "Email."

**Functionality and Benefits:**

*   **Automated Case Creation:** Cases are automatically created from incoming emails.
*   **Email Threading:** Using Thread ID in the email subject prevents duplicate case creation for replies to the same email. Replies will update the existing case.
*   **Origin Tracking:** Cases created by email will have the origin set to "Email".
*   **File attachments**: You can save the customer attachments as files.

**Key Considerations:**

*   On-Demand Service MUST be enabled for Email-to-Case to function.
*   **Thread ID is essential**: to avoid duplicate case creation when customers reply to existing emails related to the case.
*   Companies often create a user-friendly email alias (e.g., support@yourcompany.com) and route it to the long Salesforce-generated email address.

Auto-responsive-rule:

Case Auto-Response Rules in Salesforce – Notes

What are Auto-Response Rules?

• Auto-response rules in Salesforce automatically send emails when a case is created.
• Different email templates can be used based on specific criteria.

Use Cases for Auto-Response Rules

• Customize responses for cases based on Priority, Product Type, or other fields.

Steps to Set Up Auto-Response Rules

1. Navigate to Setup → Search "Auto Response Rules" → Select Case Auto Response Rules.
2. Click New, name the rule (e.g., "Response Based on Case Origin"), and activate it.
3. Create Rule Entries specifying:
   • Criteria (e.g., Case Origin = Phone).
   • Email Template (select or create a new one).
   • Reply-to Address (optional).
   • Send to all recipients (optional).
4. Save & Activate the rule.

Key Considerations

• Ensure email addresses are verified in Salesforce.
• The "Send Response to Contact" checkbox must be checked for manual cases.

Case Queues - 

Case Queues and Assignment Rules in Salesforce – Notes

✅ What is a Queue?

• A Queue in Salesforce is a group of users who share the responsibility of working on specific records (e.g., cases, leads).
• Records in a queue remain unassigned until a user claims ownership.

📌 Use Case Example

• Web Cases Queue: Handles cases originated via web form.
  • Members: Nithin, Stacy
• Phone/Email Cases Queue: Handles cases originated via phone or email.
  • Members: Jennifer, John

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✅ What are Assignment Rules?

• Assignment Rules in Salesforce automatically assign records (like cases) to a specific user or queue based on defined criteria.
• Only one assignment rule can be active at a time.
• Each rule can have up to 25 criteria.

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📊 Steps to Create a Case Queue

1. Go to Setup → Search "Queues" → Click New.
2. Enter Queue Name (e.g., "Web Cases").
3. Queue Email (Optional): Send notifications to queue members.
4. Select Supported Objects: Choose Case (or other objects).
5. Add Members:
   • Users (e.g., Nithin, Stacy).
   • Roles (e.g., Manager).
   • Roles & Subordinates (Manager + Direct Reports).
   • Public Groups (Pre-defined user groups).
6. Click Save.

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📌 Example: Creating Two Queues

1. Web Cases Queue: For cases originating from web forms.
   • Members: Nithin, Stacy
2. Phone/Email Cases Queue: For cases from phone or email.
   • Members: Jennifer, John

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✅ Steps to Set Up Case Assignment Rules

1. Go to Setup → Search "Case Assignment Rules" → Click New.
2. Name the Rule (e.g., "Case Origin Assignment").
3. Activate the Rule.
4. Add Rule Entries:
   • Example 1:
     • Criteria: Case Origin = Web
     • Assign to: Web Cases Queue
   • Example 2:
     • Criteria: Case Origin = Phone OR Email
     • Assign to: Phone/Email Cases Queue
5. Click Save.

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📌 Key Considerations

• One active assignment rule at a time.
• Ensure queue members have the right object permissions.
• Use assignment rules for both manual and automated case creation (e.g., Email-to-Case, Web-to-Case).

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Assignment Rules -

Here are the key notes from your tutorial on Case Assignment Rules in Salesforce:

Case Assignment Rules - Key Notes

1. Definition:

   • Case Assignment Rules automatically assign cases to users or queues based on specific criteria.
   • Only one assignment rule can be active at a time.

2. Steps to Create Case Assignment Rules:

   • Navigate to Setup → Case Assignment Rules.
   • Create a new rule (e.g., “Case Assignment by Origin”) and activate it.
   • Add rule entries based on criteria (e.g., Case Origin).

3. Rule Entries Configuration:

   • Condition: If Case Origin = Web, assign it to the Web Cases Queue.
   • Condition: If Case Origin = Phone or Email, assign it to the Phone Email Cases Queue.
   • (Optional) Configure an email template to notify assignees.

4. Testing the Assignment Rule:

   • Create a new case and set the Case Origin.
   • Ensure the "Assign using active assignment rule" checkbox is checked.
   • Verify that the Case Owner is updated based on the rule.

5. Behavior When Checkbox is Unchecked:

   • If the "Assign using active assignment rule" checkbox is not checked, the case remains assigned to the creator instead of following the assignment rule.

6. Key Considerations:

   • Only one active rule at a time.
   • Assignment works only when the checkbox is checked.
   • Cases can be assigned to either individual users or queues.

Let me know if you need any refinements! 🚀

 

Only one assignment rules can can be active at any one time,and each rule can contain maximum criteria upto maximum of 25 criteria.

Escalation Rules -

If a case remains unresolved for too long, it is reassigned to a manager or a higher authority

Steps to Create an Escalation Rule:

• Go to Setup → Case Escalation Rules.
• Create a new escalation rule (e.g., "High Priority Cases").
• Define entry criteria (e.g., Case Status = New and Priority = High).
• Specify Business Hours Handling:
  • Use business hours from the case or ignore business hours.
• Set Escalation Timing:
  • Start when the case is created or
  • Start after the last modification.

Escalation Actions:

• Define the escalation time (minimum 30 minutes).
• Assign the escalated case to a specific user or queue (e.g., Support Director).
• Send email notifications using predefined templates.

Monitoring Escalations:

• Go to Case Escalation Monitoring in Salesforce.
• View cases pending escalation under "Cases to Escalate".
• If conditions are met, escalation actions will be executed.