Get to Know Salesforce Terminology

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Setting up your Teams


Create your Agents as Salesforce users. In Salesforce, each user has a unique username, password, and profile.


Profiles determine which tasks a user can perform, what objects the user can see, and what the user can do with the data. There are a few profiles that come standard with Salesforce. You can assign those to your users, or clone existing profiles and modify them to meet your organization’s needs.

Permission Sets

A permission set is a collection of settings and permissions that give users access to various tools and functions. The settings and permissions in permission sets are also found in profiles, but permission sets extend functional access without changing user profiles.


In Desk, cases can be assigned to groups. Agents within that group can work cases or receive notifi- cations. In Salesforce, groups are called queues. Queues help you prioritize, distribute, and assign records to teams who share workloads. 



Email-to-Case helps your company efficiently resolve and correspond with customer inquiries via email. Salesforce automatically creates cases and auto-populates case fields when customers send messages to email addresses you specify.


Much like the email widget or email form in Desk, you can add Salesforce’s Web-to-Case form to your website and gather customer support requests directly from your company’s website. With Web-to-Case, you can generate up to 5,000 new cases a day.


You can create cases via telephone, much like you do in Desk, or you can connect your current phone system to Salesforce using Computer Telephony Integration (CTI). There are different vendors/providers that use the telephony system. To integrate telephony with Salesforce, you would need to install the adapter, which the vendor can provide. 



Live Agent is a comprehensive chat solution that makes it easy for your support agents and supervisors to assist customers. With Live Agent, your support organization can leverage the comprehensive customer service tools that are available in the Salesforce console while pro Connecting Your Channels to Salesforce 5 viding real-time chat support.


Social Customer Service lets you create cases or leads out of social media posts and send personalized responses on the same social media channels. If you have two or fewer Facebook/Twitter accounts to track, you can use the free starter pack. Otherwise, you must have sufficient Social Studio accounts.


Communities are branded spaces where your employees, customers, and partners can connect. You can create customized communities to meet your business needs and transition between them.

Case Object


Capture unique business data by storing it in custom fields. When you create a custom field, you configure its location and control security at the field level. These are the same field types you’ve seen in Desk, but now you can create relational fields, formula fields, or rich text fields.

Record Types

Record types allow you to customize business processes, picklist values, and page layouts for multiple user groups. Create record types for different scenarios, such as page layouts for customer support cases versus billing cases. Also use record types to limit the types of cases certain users can create.

Page Layouts

Page layouts control the layout and organization of buttons, fields, s-controls, Visualforce, custom links, and related lists on object record pages. They also determine which fields are visible, read only, and required. Use page layouts to customize the content of record pages for your users.

Agent Terms

Email Template

Email templates allow you to communicate to your customers consistently and efficiently. 

Case Feed

Case Feed offers a streamlined way of creating, managing, and viewing cases. It includes actions and a Chatter feed. Actions let agents create case notes, log calls, change the status of cases, and communicate with customers. The feed displays important case events in chronological order, so it’s easy to see the progress of each case. Agents can always switch to the case detail view to see more in-depth information and work with related lists.


Support agents who use the Service Console can run macros to automatically complete repetitive tasks such as selecting an email template, sending an email to a customer, and updating the case status—all in a single click. Just as in Desk, use Salesforce macros to save time and add consistency to support process. 


To create an experience similar to Desk for your agents, consider creating and customizing a service console app. With a service console, records appear as primary tabs, and tabs let agents work on several items at once. Related items appear as sub-tabs, which let you quickly switch between them without losing context. Custom component data (like a knowledge base) can also be customized for easy access in sidebars and footers.