Salesforce Knowledge implementation Setup Customization 2023

سرفصل های دوره

Learn about Salesforce Knowledge Setup and customization and solve cases using Service Cloud knowledge articles

1. Introduction

1. How is this course organized

2. Who am i

3. Introduction

4. Salesforce knowledge overview

2. Lightning Knowledge setup Activation and permissions

1. Sign up for a developer edition org

2. What are we gonna do in this chapter

3. Add authors and assign permissions

4. Enable Knowledge and feed tracking for knowledge

3. Lightning knowledge Setup Page layouts and record types

1. What are we gonna do in this chapter

2. Knowledge page layout creation

3. Knowledge record type creation

4. Knowledge articles related list

4. Set access to lightning knowledge

1. What are we gonna do in this chapter

2. Permission set creation

3. Permission set assignment

4. knowledge author testing

5. Data Setup for lightning knowledge

1. Salesforce Data Setup Outline

2. How is data organized in lightning knowledge

3. Create data category groups

4. Customize data category visibility

6. Knowledge article management

1. Knowledge Article management

2. Enable and create validation status for articles

3. Create , Validate and publish an article

4. Create, Publish and Update an article

7. Case solving using lightning knowledge

1. Salesforce case solving chapter outline

2. Add the Knowledge Component to the Case Record

3. Enable Communication Channel Mappings

4. Enable email to case and customize case page layout

5. Resolving cases using knowledge testing

6. Salesforce knowledge Conclusion

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تولید کننده: Udemy-Training