Internship← Salesforce learning pathSalesforce · Module 7 of 10
Sales and Service Cloud processes
Manage the sales pipeline and customer support.
📖 Key ideas
- Lead → convert → Account, Contact, Opportunity.
- Opportunity stages track deal progress; forecasts predict revenue.
- Cases handle support; queues and assignment rules route them.
- Entitlements and milestones track SLAs.
- Knowledge articles help agents and customers.
💡 Real-life example: Sales Cloud is a cricket scorecard of deals; Service Cloud is a hospital triage desk for issues.
Lead conversionTurning a lead into account/contact/opportunity
Opportunity stageDeal progress step
Case queueShared list of support cases
SLAService Level Agreement