18. Adding the Knowledge Component to the Console All right. So now we need to add the knowledge component to our console so that we can start to surface relevant articles based on what’s entered in on a case. So to do that, we can click the gear icon and select Edit page and we […]

16. Knowledge Data Categories You’ll notice under the knowledge selections and set up are these entries for data categories and those would be data category mappings and assignments. Now, before we can set these up for knowledge, we need to create data categories. Now if we search for data category we will see those same […]

13. Case Closure So I’d like to dive a little deeper into the case closure process. And we previously created this quick action on case called case closure, which we added to the Chatter publisher. So clicking on this takes us to this customized page layout here. And this is kind of unique to cases […]

10. Case Feed Customization in Lightning Experience – Close Case Case closure functionality to lighting experience. Now, there is a Close Case button that’s available inside the page layout editor, but that only works in Salesforce Classic. So we don’t have a case closure option here in Lightning and so we need to set that […]

8. Case Feed Overview – Lightning vs. Classic Let’s talk about the case feed. Now, I am in my service console with my home page and if I’m in an actual case, which I can click on a case here from my home page and that takes me to that case tab. The case feed […]

6. Customizing the Service Console via App Settings Customize the service console via the Lightning app builder. So now I want to go into Setup and let’s work through some of the customizations you can do in a console via Set Up. And so to do that, we need to go into the App Manager […]

4. Service Console Introduction Look at the service console. And what I have on my screen right now is the Service application, that is the non console version. I pulled that up from the App Launcher by clicking the App Launcher and selecting Service. And you have several different tabs here available from the non […]

1. Service Cloud Applications Introduction So now we’re ready to dive into service cloud applications. And I’ve got the exam outline here and if we expand this, you’ll see three bullet points and so we’re going to be covering all the concepts represented in these bullet points. I’ll have several lessons related to each of […]

27. Sharing Forecasts You could potentially be asked on the exam about sharing forecasts and question if that’s even possible or not. So as a manager, as far as the forecast manager, I’m able to share forecasts, and from the forecast tab, you can click the Share button and this will open up the Share […]

24. Setting a Default Display Forecast Currency Collaborative forecasting supports multiple currencies. And so in order to demonstrate this, we need to enable multiple currencies in our organization. And you do that from company information. And this is something that you should have previously done or learned for the administrator certification. But I wanted to […]