Sales and Service Applications
This chapter covers the core objects and automation of Sales Cloud and Service Cloud, including leads, opportunities, cases, and the rules that route and capture work. Administrators must know how these standard processes fit together.
The sales process
Leads represent unqualified prospects; qualified leads are converted into an Account, Contact, and optionally an Opportunity. An Opportunity is a potential deal that moves through defined stages toward closing and drives pipeline and forecasting. Web-to-Lead captures prospects from a public website form directly as Lead records.
Service and support
A Case represents a customer issue or request. Case assignment rules automatically route new cases to the right user or queue based on criteria such as origin or subject, and escalation rules act on cases that are not resolved in time. Queues let teams share ownership of incoming work.
Connecting sales and service
Standard objects work together to represent the customer lifecycle: campaigns nurture leads, opportunities track revenue, and cases handle post-sale support, all tied to the same Accounts and Contacts. Understanding which object and rule apply to a scenario is central to configuring these clouds correctly.