Sales, Marketing, Service, and Support Apps Flashcards
What are the four key stages of the sales process?
1) Research
2) Prospecting
3) Sales Call and Close
4) Relationship Building
What object are support processes associated with?
Case
Opportunities go through ______ – this is called the sales process.
Stages
Leads go through _______ – this is called the lead process.
Statuses
In the support process, do cases move through stages or statuses?
Statuses
____________ is a channel to directly capture the leads from your website.
Web-to-Lead
What would you set up to change the owner of a newly created or reassigned lead according to pre-defined criteria?
Lead Assignment Rules
A lead can be assigned to a user or a(n) ______.
Queue
How many active lead assignment rules can there be?
One, although it can have multiple Rule Entries.
A(n) ________________ is a set of conditions for sending automatic email responses to a lead based on the attributes of the submitted record.
Auto-Response Rule
What is Email-to-Case?
When a customer sends an email to a customer support email address, Salesforce can automatically convert that email into a Case.
What is Web-to-Case?
A means by which you can post a simple, unauthenticated web page that allows your customers to submit Cases
directly to Salesforce.
Each Case Assignment Rule consists of multiple ___________ that specify exactly how Cases are assigned.
Rule Entries
A(n) __________ is a marketing tactic that uses one or more channels (Website, Email, Trade Shows, and other kinds of marketing collateral) to reach prospects to generate revenue.
Campaign
________________ is how Salesforce Opportunities are associated with the Campaigns that helped generate them.
Campaign Influence
