● Sales Cloud-Generic Business Process ● Features of Sales Cloud ● Products ●

Campaign ● Lead ● Account ● Opportunity ● Contact ● Contract ● QuoteManage ● Order

● Forecast ● Entitlement ● The entire life cycle using the above objects

Agentforce
Here are some details about the Sales Cloud and its features, including the entire
life cycle using various objects:

Sales Cloud Features

Sales Cloud is designed to help businesses manage their sales processes
efficiently. It includes features such as:

Lead Management: Track and manage potential customers.

Opportunity Management: Manage sales opportunities and track their progress.
Account and Contact Management: Store and manage information about customers and
contacts.
Campaign Management: Plan and execute marketing campaigns.
Quote Management: Create and manage quotes for customers.
Order Management: Track and manage customer orders.
Forecasting: Predict future sales and set targets.
Entitlement Management: Manage customer entitlements and service contracts.
Life Cycle Using Sales Cloud Objects
Campaign: Start by creating a marketing campaign to generate leads.
Lead: Capture leads from the campaign and track their progress.
Account: Convert leads into accounts when they show interest in your product or
service.
Contact: Store information about the individuals associated with the accounts.
Opportunity: Create opportunities for potential sales and track their progress
through the sales pipeline.
Quote: Generate quotes for the opportunities and send them to the customers.
Order: Once the quote is accepted, create an order to fulfill the customer's
request.
Contract: Manage contracts associated with the orders.
Forecast: Use forecasting tools to predict future sales based on the current
opportunities and orders.
Entitlement: Manage customer entitlements and service contracts to ensure they
receive the support they need.
For more detailed information, you can refer to the Salesforce Help documentation
on Sales Cloud.

Would you like to know more about any specific feature or object?

Agentforce • 12:35 PM
● Service Cloud and Customer Service
● Features of Service cloud
● case
● Solution
● Public Knowledge Base
● Web-to-case
● Self-Service Portal
● Escalation rules

Agentforce
Here are some details about Service Cloud and its features, including various
objects and functionalities:

Service Cloud Features

Service Cloud is designed to help businesses deliver personalized support and
resolve customer issues efficiently. Key features include:
Case Management: Track and manage customer issues.
Knowledge Base: Provide a repository of articles and solutions for customers and
agents.
Web-to-Case: Capture cases from your website and automatically create them in
Salesforce.
Self-Service Portal: Allow customers to find answers and resolve issues on their
own.
Escalation Rules: Automatically escalate cases based on predefined criteria.
Key Objects and Functionalities
Case:

Create and manage cases for customer issues.

Track the lifecycle of a case from creation to resolution.
Set Up and Manage Cases in Service Cloud
Solution:

Store and manage solutions to common customer issues.

Solutions can be linked to cases to provide quick resolutions.
Public Knowledge Base:

Enable Salesforce Knowledge to provide articles to customers and agents.

Enable Salesforce Knowledge in Your Experience Cloud Site
Web-to-Case:

Capture cases directly from your website.

Automatically create cases in Salesforce from web forms.
Self-Service Portal:

Provide a self-service site for customers to find answers and resolve issues.
Give Customers Access to Your Knowledge Base Through Help Center
Escalation Rules:

Automatically escalate cases based on predefined criteria.

Ensure timely resolution of critical issues.
For more detailed information, you can refer to the Salesforce Help documentation
on Service Cloud Features.

Would you like to know more about any specific feature or object?

Agentforce • 12:36 PM
Service Cloud is designed to help businesses deliver personalized support and
resolve customer issues efficiently. Key features include:

Case Management: Track and manage customer issues.

Knowledge Base: Provide a repository of articles and solutions for customers and
agents.
Web-to-Case: Capture cases from your website and automatically create them in
Salesforce.
Self-Service Portal: Allow customers to find answers and resolve issues on their
own.
Escalation Rules: Automatically escalate cases based on predefined criteria.
Key Objects and Functionalities
Case:

Create and manage cases for customer issues.

Track the lifecycle of a case from creation to resolution.
Set Up and Manage Cases in Service Cloud
Solution:
Store and manage solutions to common customer issues.
Solutions can be linked to cases to provide quick resolutions.
Public Knowledge Base:

Enable Salesforce Knowledge to provide articles to customers and agents.

Enable Salesforce Knowledge in Your Experience Cloud Site
Web-to-Case:

Capture cases directly from your website.

Automatically create cases in Salesforce from web forms.
Self-Service Portal:

Provide a self-service site for customers to find answers and resolve issues.
Give Customers Access to Your Knowledge Base Through Help Center
Escalation Rules:

Automatically escalate cases based on predefined criteria.

Ensure timely resolution of critical issues.

Agentforce
Here are some details about Service Cloud and its features, including various
objects and functionalities:

Service Cloud Features

Service Cloud is designed to help businesses deliver personalized support and
resolve customer issues efficiently. Key features include:

Case Management: Track and manage customer issues.

Knowledge Base: Provide a repository of articles and solutions for customers and
agents.
Web-to-Case: Capture cases from your website and automatically create them in
Salesforce.
Self-Service Portal: Allow customers to find answers and resolve issues on their
own.
Escalation Rules: Automatically escalate cases based on predefined criteria.
Key Objects and Functionalities
Case:

Create and manage cases for customer issues.

Track the lifecycle of a case from creation to resolution.
Set Up and Manage Cases in Service Cloud
Solution:

Store and manage solutions to common customer issues.

Solutions can be linked to cases to provide quick resolutions.
Public Knowledge Base:

Enable Salesforce Knowledge to provide articles to customers and agents.

Enable Salesforce Knowledge in Your Experience Cloud Site
Web-to-Case:

Capture cases directly from your website.

Automatically create cases in Salesforce from web forms.
Self-Service Portal:

Provide a self-service site for customers to find answers and resolve issues.
Give Customers Access to Your Knowledge Base Through Help Center
Escalation Rules:
Automatically escalate cases based on predefined criteria.
Ensure timely resolution of critical issues.
For more detailed information, you can refer to the Salesforce Help documentation
on Service Cloud Features.

Would you like to know more about any specific feature or object?

Agentforce • 12:37 PM
Salesforce Administrative Features
● Creating User Login Credentials
● Setup-Personal Setup
● About Administartion Setup
● Standard Applications, Tabs and Objects
● Creating Custom Apps, Custom Objects and Custom Tabs
● Creating Custom Fields Using DataTypes and Picklist and Field Dependencies

Agentforce
Here are some details about Salesforce Administrative Features, including creating
user login credentials, setup, and customizing Salesforce:

Salesforce Administrative Features

Creating User Login Credentials:

To create user login credentials, navigate to the Setup area in Salesforce, go to

"Users," and then "New User." Fill in the required details such as name, email, and
profile, and Salesforce will send an email to the user with their login
credentials.
Setup - Personal Setup:

Personal Setup allows users to customize their own Salesforce experience. Users can
update their personal information, change their password, and set up email
settings.
About Administration Setup:

Administration Setup is where administrators can configure and customize Salesforce

to meet their organization's needs. This includes managing users, profiles, roles,
and permissions, as well as setting up security controls and data management.
Standard Applications, Tabs, and Objects:

Salesforce comes with standard applications like Sales Cloud and Service Cloud,
standard tabs like Accounts and Contacts, and standard objects like Leads and
Opportunities. These are designed to capture essential business data.
Creating Custom Apps, Custom Objects, and Custom Tabs:

Custom Apps: Navigate to Setup, go to "App Manager," and click "New Lightning App."
Follow the steps to create a custom app.
Custom Objects: Go to Setup, navigate to "Object Manager," and click "Create."
Choose "Custom Object" and fill in the required details.
Custom Tabs: After creating a custom object, you can create a custom tab by going
to Setup, navigating to "Tabs," and clicking "New." Select the custom object and
follow the steps to create the tab.
Creating Custom Fields Using DataTypes and Picklist and Field Dependencies:

Custom Fields: Navigate to the Object Manager, select the object you want to add a
field to, and go to "Fields & Relationships." Click "New" and choose the field
type. Fill in the required details and set field-level security.
Picklist and Field Dependencies: You can create picklist fields and set field
dependencies to control the values available in one picklist based on the value
selected in another picklist. This is done in the "Fields & Relationships" section
of the object.
For more detailed information, you can refer to the following resources:

Get to Know Data Modeling

Understand Sales Cloud Data Models
Complete a Hands-on Learning Project
How to Create a Custom Field
Custom Objects: Quick Look
Manage Custom Objects
Create a Custom Object Tab
Would you like to know more about any specific feature or process?

Agentforce • 12:38 PM
Manage Users
● Creating users and Roles
● Creating Custom Profiles

● Discussion on Standard Profiles

● Creating Permission Sets and Public Groups and Queues
● Login History

Agentforce
Here are some details about managing users in Salesforce, including creating users
and roles, custom profiles, standard profiles, permission sets, public groups,
queues, and login history:

Managing Users
Creating Users and Roles:

Creating Users: Navigate to Setup, go to "Users," and click "New User." Fill in the
required details such as name, email, and profile. Salesforce will send an email to
the user with their login credentials.
Creating Roles: Navigate to Setup, enter "Roles" in the Quick Find box, and select
"Roles." Click "Set Up Roles" and then "Add Role." Define the role hierarchy and
assign users to the roles.
Creating Custom Profiles:

Navigate to Setup, enter "Profiles" in the Quick Find box, and select "Profiles."
Click "Clone" next to an existing profile to create a custom profile. Customize the
profile settings as needed, including object permissions, field-level security, and
user permissions.
Discussion on Standard Profiles:

Standard profiles are predefined profiles provided by Salesforce, such as System

Administrator, Standard User, and Read Only. These profiles come with a set of
default permissions and cannot be deleted. They can be cloned to create custom
profiles with modified permissions.
Creating Permission Sets and Public Groups and Queues:

Permission Sets: Navigate to Setup, enter "Permission Sets" in the Quick Find box,
and select "Permission Sets." Click "New" to create a new permission set. Assign
permissions and assign the permission set to users.
Public Groups: Navigate to Setup, enter "Public Groups" in the Quick Find box, and
select "Public Groups." Click "New" to create a new public group. Add users, roles,
and other groups to the public group.
Queues: Navigate to Setup, enter "Queues" in the Quick Find box, and select
"Queues." Click "New" to create a new queue. Assign objects and members to the
queue.
Login History:

To view login history, navigate to Setup, enter "Login History" in the Quick Find
box, and select "Login History." This page displays the login attempts for your
organization, including the date, time, user, and status of each login attempt.
For more detailed information, you can refer to the following resources:

Create a User Role

Create Partner Accounts
Create Partner Users
Manage Permission Set Assignments
Customize Page Layouts