The proficiency in Salesforce's functionalities, features, and ecosystem is vital for experts in the customer support industry. It involves understanding the various stages a customer support organization navigates to resolve a case. Often compared to the steps involved in a sales routine, a service process in Salesforce focuses on the case object, rather than the Lead & Opportunity objects. An exemplar case management workflow may evolve from 'New', to 'Working', 'Waiting on Customer', 'Escalated', and finally 'Closed'. Key to Salesforce's operation is the object concept, which in database parlance, is merely a data table. This table houses an assortment of fields, each containing pieces of information like an email address, phone number, or company name. Two types of objects are present in Salesforce - standard and custom. The standard objects are preloaded with Salesforce products out of the box. For instance, Accounts & Con...