In our fifth live session, we cover the Service and Support Knowledge Area of the Exam Guide.
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Hello and greetings so excited to get started. Tonight for Week five of our live administrator certification course.
We will be talking about service and support tonight. So we'll be diving in here in just a second, as everyone is rolling in, and I will
Be also following up on the Betty bear issue that was the converted leads situation that came up when we try to show
The list view, whether or not you can view converted leads list view. And then there was some discussion in the Facebook group.
Over the past week on a list view versus converted leads for course. We're also going to be looking at that as well. So with that, if you have any questions tonight. Just put those in the
In the Q AMP a section and
We will get those answered accordingly. And then as well if you have anything you wanted to discuss, you can pretend the chat. I tend to not pay a lot of attention to the chat while I'm live more the QA section so nice people chat back and forth or
What's question in the chat as well so so week five and please do share where you're joining us from in the chat, just that I'm sure that you can hear and see okay and everything and just to see where everyone's joining us from hello Andrew from Jamaica and Patricia from Miami.
And we got a few from Boulder, Colorado. It looks like Alyssa and Monica and then we've got
Good crowd starting to come in. So that's great. Thank you for sharing that. And then also, let me go ahead and start our poll here momentarily. I want to get that
Get that going as well to give you time to getting your votes as well. So as far as agenda for tonight we will be doing the poll which I've just started that you should be able to see that. And then beyond the poll. We're going to be looking at the weekly assignment recap and
Will be after that talking about viewing converted leads list views versus reports and then since this week is about service and support.
Applications that knowledge of the exam. We're going to be looking at service cloud things related to the service cloud.
And that would include case cues and list views and how those work together case teams case processes.
And case paths as well as console applications will be looking at, create a path and how that works inside of the console application as well. And then finally, a newer feature called a nap guidance. That's something that I want to be sure and cover tonight as well so
How we doing so far. Alright. So with that, this week's poll. Many of you have already voted. So, the options are, whether
As far as if you've gone through the this week's course assignments options are yes you're totally caught up know you're behind
third option is what assignments fourth option. Yes, you're caught up in on to next week's assignments last week of this time. This is how it broke out 33% were caught up.
And 57% were behind 2% were wondering what assignments and 8% or cut up and on to next week's assignment. So it looks like the way things are shaking out
Right now so far with the poll. I'll leave it up for another minute or so it looks like we're sitting at 36% caught up 57% behind and 7% working on next week's assignments.
Alright, so with that said, let's talk about what occurred last week. And that was the week for assignment recap and the content for that week.
Had to do with the sales and marketing applications section and the sales and marketing applications knowledge areas pretty extensive on the exam is weighted heavily
And so, so those topics that we covered were leads in the lead conversion process. If you remember, live, we
Did the converted lead thing and I'll revisit that more here momentarily as far as how to view converted leads in your org after the fact and then
We looked at late processes campaigns and setting campaign hierarchy. We did a deep dive on opportunities and then the interaction on opportunities with stages.
As well as record types and the underlying sales process. So, looked at products price books and scheduling and then as well for
Over the span of the
close that out.
Over the span of the past week there were a lot of questions that came in related to things.
On some of these topics but I wanted to see if you have any additional questions before we dive into some other things starting with converted leads in those lips vs vs reports.
And let me show what I'm talking about on that, if you didn't get a chance to either catch live or the replay last week.
We had a situation where we converted lead live walk you through the lead conversion process. And remember, the main topic or point of that process of sharing that live was that
Whenever you're mapping lead fields, you may have custom fields on the lead custom fields on the accounts contacts and opportunities. Now I did create a list view and I filter that list view against
And I'll just show you that here, you should be able to see my screen. Let me know if you're not seeing Salesforce, please. I am sharing my screen still and
So on that it's filtered where the lead status equals closed converted and there were three that showed up the lead status of clothes converted
But one I did not notice we show up was a lead knows Betty bear, which I had converted live to demonstrate that custom to custom field mapping and time at work.
One or two of you mentioned live life Betty not showing up. And that was a good question. I hadn't encountered that personally, I never had created a
Converted lead list view before and wasn't sure if you'd be able to see. I thought you'd be able to see the converted leads from a list view.
And then upon further review and I answer someone in the Facebook group of fallen through email as well.
That there's a limitation and a not an ability to view convert leads be a list, you have to do was known as a converted lead report.
Now the follow up question obvious question would be, well, if you can't see convert leads in the list view, then why can we see three
My best guess is that these converted leads are ones that were dummy data that were loaded up into Salesforce for the free developer accounts.
But they didn't actually go through the lead conversion process. There was no user that actually converted these lead records.
This is just some fake data that's just an all free Salesforce developer accounts and therefore, it did not go through the lead conversion process so
There is a report type that you can create and I'm switching over to a different tab now.
And the report type is one that's called leads with converted lead information. Now before we went live a few hours ago I created this report to show this and to revisit this topic and
So this is under if you create a new report just search for leads or search for converted and you'll find a tie for leads with converted lead information.
Now, this is all of my leads, but I sorted by lead status, he noticed that there are several here.
That have a closed converted status. Now, the thing to note is that on my list view, I was able to see three of these converted Lisa was pat similar Andy Young and jack Rodgers. If I go back here.
You see those names here. Correspondingly, but what's missing from those records would be the converted what converted day. So there's no date recorded for when these leads were actually converted, even though they were closed converted status.
These other two Bertha boxer and Betty Blair are two that I have converted in this org
And so they do show up in this converted leads report. So just wanted to revisit that and explain why we can see some, but not all converted leads and if you want to see or get to converted lead records.
Because once they are converted close converted and they become a contact and then there's an associated account and potentially opportunity that's created as well.
And so it appears that for a converted lead to appear in a list view, then the converted day has to be blank. And the only way that occurs is if it doesn't go through the lead conversion process. So, not to belabor the point too much, but I wanted to follow up with that mean
You have any further questions on that. And so the main gist is that to view converted leads you need to do that through leads with converted lead information report. Okay. Alright, so now let's pivot.
Yes vicar, that is correct. Problem solved. Finally, so glad to put that to rest and thanks. Alright, so let's pivot over into services support applications. This week's knowledge area. This week's topic at hand. And let's discuss and look at a few items related to
Service cloud. And first of all, which would be known as case cues. Now, there's a few caveats related to case cues that you need to bear in mind.
And that would be to understand even want a Q is now cues are a way that you can prioritize and distribute and assign records to users who share workloads. That's kind of a mouthful and may not make a lot of sense.
Just right now, but I'm going to demonstrate how to create a case queue and typically how cues began. Were you early, early in the days of Salesforce.
Was typically in a service cloud environment. This would be call center reps that work together to resolve cases. And typically, that was one of the most probably used use cases for cues.
Was in service cloud environment.
And and so when you create a queue. There's a corresponding list view that's created for that Q as well.
And the idea behind this is if let's say that I work in a call center alongside of dozens of other reps, we may all be working from the same queue and looking at a list view of cases.
And pulling cases out of that Q and taking ownership of those cases. And so these list views that belong to these cues are updated often
And it's very dynamic in nature and but the one thing to bear in mind is that even though we're going to be looking at
cues from the perspective of working cases you can do a queue and create a queue for basically any object for the most part in Salesforce.
And so let's dive in and do try to follow along your own instance. And if you're not able to keep up because of bandwidth or screen limitations, then you can always catch the replay afterwards and
Do creating the queue, along with me via the replay now also let me show you the next slide here real quick. Is this is very much very high level of the different steps involved in creating a queue. And I'm going to walk you through this here momentarily. But I wanted to
Be a brief overview or glimpse of what lies ahead and also after we're done live always post the
slide decks to the Facebook group under the file section. And so you can always get the slide decks from the files section as well so you can reference this on your own computer. It's a PDF of the slide deck and so
The first step in creating a queue, as you will go or search for cues instead of menu or just simply go to set up users into cues.
Now we're going to create a couple of cues. One is called Tier one and another is called tier two, if you've ever called into a call center and your problem was escalated.
Oftentimes the initial case work is taken in by what are known as like tier one or initial intake reps and they're kind of lower level and maybe not as technically skilled or sound.
And if there's something that's requires a more advanced support rap than that may want may be involved as escalating that was known as a Tier two support rep. So this is the scenario that we're going to play out live
And we're going to create a couple of tears, and in that process. We're going to select the objects that we're going to be working with in this in these cues.
As well as specifying the different types of members. Now you notice on that final bullet point for the types of members. There's users roles roles and subordinates and public groups.
Will see that in action here in just a few minutes. But I want you to know that this is a commonly recurring theme.
Whenever you're creating certain things and Salesforce and I'll be users roles roles and subordinates and public groups.
Those are the types of things that you'll be asked on the exam. And so I want to reiterate that and draw your attention to that as well. So as I mentioned, we need to go into set up in order to create queues.
And you want to think of the queue is almost like another type of user and Salesforce is not tied to a specific person but cues and own records in addition to individual users as well. So let's just search for q
So instead of under users, there's an option for cues you go there and then to create a new queue, you just simply click New. And then from there you can
label this and I mentioned when I was looking at
Alexei saying I see there's also a service setup option and what he's referring to there is, there's two setup options their service and the service setup. Those are two different setup menus service setup is really geared towards service.
Type of things for the service cloud. And there's also a nice dashboard there with number of case cases handled, stuff like that.
I do have videos related to the service center there's some specific differences between the two. And I think you can still get two Q's perhaps via service setup, but I'm just going to stay in the regular setup menu for now and just kind of
Stick with that so we won't worry about the service setup at this point. Now I mentioned in the slides that we're going to create two
Q's. The first one is called Tier one, the second one would be called Tier two and
We're just going to leave the default once we've done the labeling. We're not going to specify Q email or send emails to members of the queue whenever, for example, there's a new
Case that comes into the queue. You can do that, but we're not going to worry about that.
And as far as the supported objects, you see that there's a long list of supported or available objects that members of the queue can work in
Now I'm going to select more than just the case objects so that you can see what the effect is of selecting multiple objects from the available objects list. I've selected case and for grins. Let's select
Let's go ahead and select automobile. That would be a good example of a custom object that we previously created and then let's go ahead and select leads
We'll just kind of stopped there. Now this bottom part of this queue setup screen is where you can specify the different members of this queue.
Now remember I mentioned from the slide that there's four different selections here was referring to be you can name specific users or you can specify public groups.
Which right now we just have one public group in our org, which is all internal users, basically, that would say all of my users are going to be added to this Q. It's a little bit of overkill where it gets like either roles.
And specify a specific role from your role hierarchy or you can do roles and support us meaning anyone at this level or below them their subordinates. The role hierarchy.
So I'm making a few selections here just for sake of example, and I've selected a user myself so that I can then therefore see this queue and work cases in this queue as well as a role designation and a role in subordinate designation.
And so once you've made your selections of the members of the key click Save.
And that's Tier one. Now we want to go ahead and create a
Q. And we're going to call this one, tier two and the intention of this would be these would be cases that are escalated up to those that can resolve cases that are too complex for Tier one to handle. So it's called a Tier two
And for these let's just say that for the Tier two cases all there are tier two Q all that they want to work with would be cases and not other objects, for example.
And for this, I'm just going to select myself it's on Tier two support. I'm in this also is to to specify or to exemplify
That a specific user can be a member of multiple cues and you can have different membership across different queues.
And it's the same for designations users roles roles and subordinates or public groups.
That is a setting that comes up often wherever you're creating something in Salesforce. One example is the membership of cues. Another example, I think, has the exact same sort of
Settings would be sharing settings for sharing rules where we create sharing rules. This kind of harkens back to security, which was week one.
Or we to is week two, I think that when you're creating sharing rules.
And that would have to do with opening up access to records for those that may not be above you, in the role hierarchy, for example, and you're wanting to do like lateral sharing
That is another place where you can specify the members are those affected by sharing role would be users roles frozen subordinates and public groups.
I typically I encourage you not to memorize things but to just learn the concepts, but with something like specifying membership of a queue or sharing role, just remember users roles roles and subordinates and public groups. Okay.
Alright, so God is asking on this page specific, why can't we see the available user selection we just made. So I think you're talking about this list view here. You can't see who the members are here.
You may be able to, if you create a new list view. I'm gonna try and click Edit here to edit the view all list view and
Yeah you so you're not the available fields from the list. If you don't show the membership designations for the different queues here. It's good question. I haven't thought about that before. Now if we go into one of these. Let's edit the Tier one
You can see here under selective members. You just have to dig into a little deeper and probably doesn't show on the list view because it could potentially be too much data to display on the list view.
You could literally have dozens or hundreds of designations here for selective members of the cube, potentially, which wouldn't be would be a little problematic for a list view, potentially, so let me cancel out of that we have our to list views now.
What happens when you create a queue. And how do you work with this then. So what we can do is when click on the app launcher, the three by three.
Known as the waffle. And let's just go to the service application.
Now, if I were to go to, for example, the cases tab.
We come up with the recently viewed list view. That's the default, but now there's a couple of other list views that are listed for me at least.
In my org and that's Tier one and Tier two I see those list views because I'm a member of that list view. I think that even if you weren't a member, you may still be able to see that list view because you're an administrator. You can view all
Rights to everything. But in a typical scenario users that are members of queues will see the corresponding a list view that belongs to that cue the main point or just here is that
Every time you create a que there's a corresponding list view that is created. Now, the way that this works is that any cases in this instance that are owned
By this queue would appear in this list view. Now, there are no cases that are owned in this queue. So let me go into another list view to find some cases and assign them to this.
Queue and then we'll show you kind of the dynamics of working from queue environment of what that looks like. So let's go to all open cases.
And I'm just going to edit one of these right now. I'm the owner of this case.
So I'm going to select the down arrow next to one of these from the list view is like change owner
And now there's two options here. You can search for people, or you can search for q. So I'm going to search for q
And then click in here and start typing and it'll start to bring up matching results or should after a few letters, at least. So it's searching in the cues object, which is another type of user account in a way
And we're going to select the Tier one queue and you can send a notification email. I'm not gonna mess with that though and submit and let me go ahead and change the ownership of this other cases. Well, and let's assign that to Tier two just that we've got a case in each of these cues.
Alright, so now if we change the list view to Tier one, we should see one case. And if we change to tier two, we should see one case and that's derived by
Whom the case owner is now let's go to Tier two. So let's say that I'm a Tier two support rep and my goal at all times while I'm working is to keep this list view empty.
Or as close to it as possible. And it may just be that I'm the only support rep for Tier two or there may be other people as well.
Now the idea here then is that if I'm working a case I want to typically take it off of the key and take ownership. In that case, because if there's other people
In that queue alongside of me other co workers that are managing some of this workload, then I want to go ahead and claim ownership of this case. So there's someone else doesn't start working that case as well.
And so what I would do when I'm taking ownership. Let's say I decide, okay, I'm going to take this case, I'm going to change owner. I'm going to
Just change it over to myself. And that way, that removes that case from the queue. It will no longer appear in the list view.
Therefore, my Tier two cohorts that belong in the queue with me over my co workers might be that may be in that queue wouldn't see that with you now.
Another useful feature of cues is let's say that I have all these cases that I own from various cues that I belong to and even just some things that don't even belong to a queue.
If I were getting ready to leave for a week long vacation, and I have all these cases that I own you can actually release those and change ownership back to a queue in essence.
Dumping those back into the queue. So that our other co workers can work on those in your absence. So that's just part of the case hygiene that typical
As support and service centers will use when implementing cues will do. So I changed ownership here over to myself. I've claimed ownership on this case.
And so now I can be working on this making notes logging activities and resolve an issue. And then you can always close the case if it's been salty. The to the status designation here or
Oh, there's yeah there's other ways you can close cases, but in lining. You got to make some adjustments. So for now, to close the case.
I'm just going to change the status to closed and click Save and so now I close that case successfully, it's no longer in my open cases list view my own personal open cases list view, nor is it in the queues list view either so
General is asking, can you change case ownership involved. I think so, but I'm not sure. And the idea would be what if you have a ton of open cases, can you do those in bulk.
Receiving a fine example of
A lot of cases, I don't think you can like, let's see.
I'm going to select multiples and now I can't change ownership and bulk this way.
There's sometimes you can actually change things in bulk from a list view. I've selected these top three cases here you notice that there's a padlock for the ownership here.
Let me see if I can change it this way. I'm going to select to change one slight change owner and then it may prompt me to see if I want to change that for all or not.
Let me try and dump these into a queue.
These were actually already closed cases. So that might get blocked for that as well. Let me submit
Okay, yeah, so you can
Can't think of a way to change ownership in bulk. I feel like I'm forgetting a why that you can do that.
So has V mentioned something useful is that
You may be able to do that through the Data Loader so you could do a mass update through Data Loader to make changes on ownership through Data Loader
And that would be one way. But as far as from the interface looks like. You can do that from a list view. So you'd have to do those apparently one at a time.
And then Vikram yes you click
The down arrow and select change owner or you could go into the actual case itself and from the details, you can click the Change Order button on the top right as well.
To spell to see the change owner button. So from a list, you just select the ones you want to change ownership of. Thank you. I'm not sure who all set here Dwayne others.
And they click Change owner and then you select a four records. So that's how you do it from a list view. I was like, I felt like I was forgetting something. So
Then you convince specify the owner in mass of those and click Submit. Not early own to these four cases in this list view, but it's changing the other two pulling this out of a queue and returning ownership to myself directly. Alright, so that's how you do the. Thank you.
Dwayne mentioned that
And Vic room. All right. Very good.
So that's creating a queue and the corresponding list view and just remember as well. The membership specification users roles roles and subordinates and public groups are your options may come up on the exam.
Now we've talked about queues. Let's talk about another thing that's similar and often confused and that would be teams.
There's cues and then there's teams and they're different. They provide different functionality that different reasons to exist and you will be tested on knowing the difference between these on the exam, more than likely
If not there, then in the real world. If you're ever working with a thing case related, there may be occasions where you need to set up the Q, there may be occasions where you may also need to set up case teams or
In separate instances and you need to understand the difference between the two. So a case team is comprised of members that work together to solve cases and members. You could say people co workers, etc. Now these
Team members on this case teams served in various Team Roles, such as a support agent support manager, etc.
Now we're going to create a case team, but I'm going to look at the high level overview of what it takes to create a case team.
And first, you got to create what are known as case Team Roles, you need those case Team Roles created to then create a case team members.
You can also create predefined case teams so that if you typically have the same set of three or four or five team members that all work on cases together.
You can predefined this that when you have a case, you can add that predefined case team very easily two cases. And that's done through the case team related list which will add on.
On cases as well. Alright, so with that.
Let's set that up and we'll build out a case team as far as starting off the case Team Roles and then we'll dive more deeply into differences between teams and Q's alright so let's look at case Team Roles in setup.
I'm thinking this was probably show up and service setup. I'm just debating that dive in the service just to mix things up a little bit.
Hopefully I don't regret this. Or I might say, Oh, let's just accept
So let's see if we can find case Team Roles.
Yeah, so if I searched for role in the service setup. I have a few options. If I win the full set of menu. I would have roles are real hierarchy and all this other stuff.
But since we're in the service setup menu here which once again that's from the gear icon, the top right and selecting service setup instead of the regular setup menu.
And then go into case Team Roles that doesn't matter if you go through the setup menu or the service setup menu that takes you to the same place. If you select case Team Roles.
Takes you to this screen here, which you may or may not have any case Team Roles defined yet, depending on how far along you are in your assignments. Okay, now we need to create a few case team member roles and then
We can then create a case team. Alright, so let's just create a couple of basic case team member roles first would be support rep, for example.
And this is another way that you can grant access to cases for users and those options are.
Their case access may remain private, it may be a Salesforce user be a team member but you may want them not to have any access
To the case or you may want them to have read only access or rewrite have the ability to not only read Watson a case, but also to make updates to that case and do edits, for example.
Now you can specify. Do you want to make these team members visible and a customer portal customer portal is a type of community. We're not going to worry about that at this point, we're just going to keep this all internal for case team.
Visibility and will like seven new and we could do support manager.
Let's say that the manager, he typically or she typically over the manager is on these case teams. These predefined roles.
To play. They just managed certain things related to support on the cases, but they just want read only access they don't need to make any edits will do save a new and let's do one related to like site installation. Let's just say site survey or something like that.
And let's just give them case access of private and click Save. Now this is an instance or situation where, although we're talking about service and support.
We're harking back to security as well. If you recall in week one or week two, I think there's a week to where we are looking at the
Different layers of security in Salesforce, as far as in remember the strictest in the data model starts to base in your work your way up.
And there was an upside down pyramid with things such as profiles and roles in the high real hierarchy and one, one of the items on that.
Upside Down pyramid would have been teams and this is how team members can be granted access to records is if they're on
If they're a case team member on a case, then they may have access to a case that they otherwise wouldn't have through all the other security mechanisms in Salesforce. So with that said, we've got our case Team Roles defined. And now we can create
Some predefined case teams. So let me search for case team.
So we've we've tackled the case team rolls. Now let's tackle a predefined case team. And here's where we can define a team that we could then associate with cases through a related list.
So this team, let's, let's say that we have cases that have to do with the installation of equipment in this fictional scenario we're selling generators, for example, and one of the
Types of cases we typically may have would have to do with need to go out and do a site survey. So let's say that this is a site survey.
And on that team, we would want
A few different people on that team fulfilling different member roles on a case team, one would be a site survey or now here we can select now this is important thing with teams as well.
And one difference between teams and Q's cues, have to do with record ownership and members of a Q have to have a Salesforce license. Now, you may want to record.
Case team members that don't have a user license in Salesforce. You can select Salesforce users or contact records. So there may be contacts in your org
That's serve as case team members and you just want to record that information saying that
Joe from this partner company or this third party company that we contracted out. We therefore have a contact record for them, but they don't have a user account in our instance, but we want to record.
That they were the the site survey or, for example, in this instance, on this case. So you can associate contacts or users in a team, you can assign them.
Member roles in a team. Alright, so let me and I can think of. Okay. So Betty bear would be a contact we converted her so I'm a search for Betty.
And there's Betty bear from American banking court. Last week we converted her from elite to contact. So she's going to be our site survey or in this instance.
And then let's make myself the support rep and you notice as we add these in the case access appears. These are the security designations that were defined via the case Team Roles. Okay, so I'm going to search for myself here search for Wheeler and
Select myself. And let's go ahead and do a manager support manager and I'm not even sure I don't remember if I've created another username dough or not, I have not.
We find somebody that's user
So I've got an integration user securities or I'm not sure if I get select one of these as a case team member because of the license type may be incompatible so may throw an error. But hey, let's go for it. Let's click Save.
So now I have defined a site survey team. This is a predefined case team. I've got three different members in this
Case team. And one of those as a contact and to our internal users. All right now.
Diana has a question.
Does the case Team Roles override the profile so settings. It does not override them, but it's another layer of security that is higher up in that hierarchy.
I need to find that pyramid. Let me show that was in week two, so I'm going to try and find it upside down pyramid and show that as well. And that will kind of bring this more to life as far as being able to visualize where team sits
In that hierarchy.
Looking looking looking
Here it is. So it's from the guide to sharing architecture.
And that was from class to here's the slide deck. Isn't it lovely
We get to go a little bigger. Go big or go home right so
Alrighty, so the, you know, down here at the bottom. If I were to add anything you would add users and their license type that they have
Then profiles permission sets. There's new thing called permission set groups that needs to be added here as well.
And then as you work your way up. You open up further access you don't further restrict so it's not necessarily that's overriding
It's just any additional records that you wouldn't have access to the orc like defaults in the role hierarchy and sharing rules manual sharing would be granted via team access. So that would be where this comes into play. So it would be that
These would be cases that you otherwise would not have access to. You may have access to additional cases because you are a team member that would not have been granted to manual sharing or through sharing rules for you.
Where any of those have been created or in the role hierarchy. So it is another way that you can gain access. So, good question.
Put that link. I'll put that link in the chat. Try to at least sometimes these don't work so well let me
Let me do this. I
Don't think we just grabbed it from here. So it's a guide to sharing architecture. Here it is online live a scroll down and you see it here. OK, so the copy that.
And put this in here for all panelists and attendees.
But I'm not just sending it to myself, which is always awkward. Alright, so
Alright so let me close out the old slide deck.
So now we need to add
The case team related list on cases and Mary beyond there so
Let me pull up a case.
Let's do this.
Going to go to in Leeds. Whoops. Close that
All open cases.
So let me go to one of these cases, see if we have the case teams related list.
And then also, God is asking what's the general purpose of create specific predefined case teams site survey team. In this case, what does
Do these teams do. So this would be if there's commonly recurring things that are done and you're needing a team to help solve or resolve cases. And if it's the same people serving in the same roles for types of cases, it may be helpful to be able to just add that team quickly.
Or you can add them individually as well so
Thinking case team may have already been in the related list. So I need to do is edit the page layout. Add the related list for case team. And I'll show you.
How that works here. So in order to change the Page Layout my way of getting to the correct page layout.
Will be the click the gear icon and then select Edit Page that launches the lining app builder for the landing page that you're on or trying to get to the underlying page layout in the enhanced page layout editor.
So what I would do is what I typically do is I click in the details section on the canvas for the landing page.
And that reveals to me which of the page layouts. I'm actually viewing. There was a few students that had questions about things that they were doing and page layouts, but they couldn't see their changes.
And one thing I always encourage you to do is to make sure that you're looking at an editing the correct page layout. Because if I were to edit one of these others.
And then go back and see if my changes held I would be able to see it because I'd be doing the wrong page layout. So you want to select the one from the list here. After clicking details in the canvas.
It will show you the one that's preview, click on that, that takes you to the enhanced page layout editor. That's its name. That's how appear on the exam. So it's important for you to know what this thing is called
And here we have Related lists from this list here, and it's down towards the bottom after fields and buttons and custom links and quick actions, all the way down here are related lists.
And they, we have a related list for case team. It is selectable here, it's not great out. That means it's not currently in the Page Layout, we're going to click and drag
Down into the Related lists section and I'm just going to put it up at the top as the first related list and click Save.
And click Yes to override users personal related list customizations. Now remember from week one we did and showed how to customize your own user interface.
And your users have the ability to do the same. And they can select which Related lists. They want to see.
On their own page layout and the order that they want to see them in. And so we're making a change here. And typically, you want to override your users customization so that they can see
That you've now enabled case teams. In this example we're going to click Yes. Now we've edited the underlying page layout here. Alright, and that was the case layout now.
It looks like. Okay. Where'd my tab. Go. So I've gone back into my tab with the canvas for the lightning app builder. I don't need to make any changes to the lightning page, which is a separate page that kind of
Is a user interface representation for lining of the underlying enhanced page layout editor page lap. I know it's confusing. I know at some point. So sources, hopefully going to combine all this into one.
But for now, it is what it is the enhanced page layout editor controls things such as the Related lists that appear whenever you click on related and
Pulls that in, but we don't need to save this because we made the change to the underlying page layout, which I was able to
Determine by clicking on details and clicking. Then on the case layout, which is the preview warm. So I'm going to click back here so I don't make any changes to the lightning page and click lead page.
So now if we revisit a case.
Which it was case 1016 to my instance and they click related I may have to refresh my browser. I'm going to see. But notice the case team related list is here at the top because I added to the page layout.
Now we have the option of manually adding a team member or adding an entire predefined case team.
The reason God, God had the question, why would you do the predefined case team is because if you find yourself always adding the same three or four people on cases of certain kind you can do those individually, such as, for example, I could put myself on the team as a support rep.
And now I'm a team member on this case, but instead of that in doing that, three times for the three different people. I could elect instead
To just select from the predefined case teams that I've set up, which I only have one, but you can have multiple predefined case teams, just select that and click Save and then that automatically adds the site survey team to this case and that gives them.
certain levels of access to the case, depending on their case to enroll. Okay. Alright, so we are up against break time. So let's take a 10 minute break and we will
So if you have any questions during the time just type it up in the Q AMP. A and I'll either answer those during the break some point in the second half, and then we've got a lot more ground to cover. We're going to look at teams vs.
Cues In the second half, and then we also
Are going to be diving into a lot more around services support such as the underlying support process and how that controls case status. So let's
Let's take a 10 minute break and I'll see you on the other side. Let me get this on screen. And here we go let's see how this I'm always like this going to work. Alright, so here we go. Hopefully by push part
Alright, welcome back.
So I answer a few questions during the break.
So let me get that out of the way and then let me get back to sharing my screen.
Says always fun getting back to
Back in action here. Alright, so
Let's talk about case teams vs case cues to bring a lot more flavor to the difference between the two.
And why you would do one over the other a little bit and then we'll get into more things case related and support related. All right, so
All right, so case teams vs case use case team works together to support and resolve cases that are owned by an individual or a queue.
These case team members serve in various case Team Roles that case queue is comprised of support agents that individually pull cases off of the queue.
By taking over ownership to work and resolve into the individual case records. Now a case that is residing inside of the queue may have a case team assigned to it or associated with it.
Just remember that acute has to do with ownership of the case and a team or individual people that can be added to a case. But there's always just one owner. It's either user or it's a que. Okay. So does that make sense.
We shall see. Alright, so
Let's talk about support processes. Now now previously. We've looked at the lead process.
And the sales process. There's a third process in Salesforce few going to set up a search for process. You'll see support processes.
Now lead process has to do with marketing where you attract potential customers the sales process has to do with cells.
Or you attain customers and close deals and the support process has to do with service where you retain your customers.
Now support processes control the case status field. There's three primary objects that have more complexity to them because they're associated with the underlying
Process that would be the lead object which the underlying process controls the lead status field.
And then for opportunities, what corresponds with that our sales processes, you can have one or multiple processes.
And those tie in and control that opportunity stage fields and for support process that controls the status field on the case object.
Now previously when we were looking at the process of closing in case I was changing the status field on the case from open to closed and that case status field is can be customized and controlled by support process. Okay, now
Let's go in and actually create a support process to correspond with our Tier one and Tier two Q's here. So, to create a support process.
You will also need to create case record types processes work in conjunction with record types, whether it be leads
Or opportunities or cases. So we need to create case record types to associate with a support processes.
And then we will add or change the status designations for those different support processes by revising the status pick lists field on the case object, okay.
So there's several pieces to putting together multiple processes on an object such as cases. And so let's look at doing that now. So
And then I saw someone was mentioning how they only had the service console app and not the service application.
I noticed that in the chat or in the QA or something like that. And so there are a couple of different applications, their service oriented.
In the free developer cast or service and the service console Lightning experience.
If you don't see an app that you thank you that you should have access to. You can always go into your profile and then just look at what the assigned apps are
And add that to your profile. If you're not seeing something that you should. So just go on your profile change the assigned apps and you'll find that now. But let's get into the nitty gritty of creating support process.
If we're going to set up.
And we're going to create to support processes one for Tier one and one for tier two, if I searched for process.
And setup you will see the three primary ones. The one under marketing for least one under sales for sales process in the one that or service.
For support processes. Now you may or may not already have some support processes here depending on how far along. You've gotten in the assignments.
But what we've got to do, and it's noted here in the description of the support processes.
Is that after creating a new support process associated with one or more case record time to apply to new cases. Okay, so let's click New. And we're going to create a support process called Tier one and then another support process called Tier two
And then here is where you for this particular sport process. You can change the order and which values appear for the status field. So we've got new working escalated.
And closed. Now let's just keep the defaults here for the Tier one support process and the default designation would be the new status designation and click Save.
And we've created a support process for Tier one cases. Let's create a support process for Tier two cases and we will call this to your to click Save and let's make a small change here as far as
The selected values for the status designation. Let's take away new. Let's say that
Typically, you wouldn't have a Tier two case be born.
Out of being a new case, but it would have to be a status of at least working escalated or potentially close. So I'm going to remove new from the selected values.
And the default value for Tier two case status. This nation will be working and click Save. Now we have created our to support processes. Now, in order to really leverage the
The two different processes. We've created, we need to create corresponding case record types as well.
So, and click on case record type the link there or you can go into the Object Manager and go into case and it's like record types from the list on the left here.
And we will create two corresponding record types. One for Tier one and one for Tier two
Now you'll notice that we couldn't have created the record types. First, we had to create the support process. First
Because we need to be able to select it from the support process pick list. So we're going to first create the Tier one record.
By someone or tier one for the record type label tap out of that to fill in the API name and then select Tier one from the support process a list of support processes that we've created.
And then we want to make this active. It's an active record type since it's the first record type that we're introducing in our org for the case object it is enabled for all profiles. We can be selected for some profiles. So any profiles, I do not get the
record types will just have the master record type, which is the default if you haven't introduced custom record types on an object. So all objects have a master record type, which is the default out of the box. And so I just selected one just for example. But for those that are selected.
Then is marked as the default record type for those profiles. Want to make sure that my own profile has these record type selected and click Next.
One of the advantages. One of the many advantages of introducing record types is that you can control the Page Layout by record type so certain types of cases.
Will have one page layout, whereas other types of cases will have a different layout. You can select a specific layout for all profiles or different layouts by profile.
I'm just going to select the case support layout for all profiles and you notice, even though I selected this record type for one of the profiles that was the custom marketing profile.
I still have to select a page layout, even though that record type is not selected for that profile.
And that is just something you've got to do because at a later date, if you do make that record type available to that profile, you need to have a page layout assigned
Already, and so that's why you've got to go ahead and assign page layouts, even though some of these profiles may not have
The record type assigned to them. Right. It's just one of those nuances, one of those weird things. So, this the last step in this two step wizard of create a new case record type. And this was the Tier one case record type. When I select Save the new to create a Tier two case record type
And then select or two for the sport process. I'm going to make it active. And then you notice here that we can enable this Tier two
Case record type by profile. I'm just going to enable it for my profile, but not anyone elses. So for all other profiles.
The one record type that they would have available as their default record type would be a tier one and then for myself as an admin and as a Tier two ACU member, for example, as well, let's say that I want to make
This thinking about this. I'm not going to make it my default record type on and I'm going to keep Tier one is my default record type, but I also have access to Tier two cases. So I've got that record type is also enabled for my profile and click next and then
I'm going to select one page layout.
For all and that and make that just a standard case layout page layout and click Save. So now what we've done is we've created two
Case record types with an associated support processes with them. Now we did make different status designations for Tier one versus Tier two on the case object.
And if we wanted to add additional status designations where you would do that would be in the actual and the Object Manager on case you would go in and select or click on status.
And here is where you would have your existing case status pick list values and you could add new ones. And I'm just going to add a status of survey or site survey.
And then you have an option here of adding that to either one or both or neither of the support processes. So let's say that we want site survey to be status designation and available on Tier one but not Tier two cases. For example, so we could click Save here and we then added
site survey as a status designation for Tier one. Now if we wanted to reorder those or would we go we would go to the support process. Yeah, I'm I kind of think about that a little bit.
We go into support process and going Tier one
We have site survey which is added at the bottom because it's a new status designation we selected only for Tier one
And so it's a little confusing because if you want to add new status designations. You don't do that. The support process. You've got to do that at the field level the Object Manager.
And then you can rearrange the order of them in the support process. So it's here actually can't reorder here. I thought you could, you got to
reorder as well on the field level magic manager and then what you can do here is you can add or remove from the available values and set a default. So let me go back into Object Manager.
Yeah. Many of your rights at the field level to reorder. So I go back into case.
And then fields relationships and then
So now it's precise survey right in the middle and click say okay now let's see what we got here.
I'm just going to go to different tab to get into my service application that I had. And so let me click on the down arrow next to cases, select and create a new case.
Now because I've got both record types available enabled on my profile. I have an option of creating a tier one case or a Tier two case.
All other users that are different profiles would only have Tier one. So when I select to create a new case, it'll just bypass this because they don't have
Tier two as an option. It's not enabled for their profile. So all cases that they can create would be Tier one cases.
And the idea would be that they would create the case as a tier one case and then they would escalate that up to Tier two and it would then
Be serviced by Tier two support reps, for example. So now if I click Next. Then we should see in our status selection here the site survey option as one of the status options because it's a tier one case.
That's going to do working and click Save and he did do a few required fields here.
Alright, so I've just created a new Tier one case.
My screens not refreshing. That's lovely.
And click on the cases tab, it's thinking about refreshing.
What's going on here.
Alright, so here's my new
Alright, so let's
Let's dive into adding a case path. Okay, now these status designations, for example.
For click on status. We've got these different options here for new working site survey escalated and closed.
If you remember the other objects that have processes that would be leads and opportunities have a path across them. The journey that that record goes on.
The case doesn't have that out of the box. So what we need to do what we can do if we want to have a nice path represented for cases is we need to enable pass and our or. First of all, if you haven't already done so.
And then we would select the case object and create a path. Now I'm going to see if I have enough screen real estate to do this.
Move this thing.
Was so annoyed.
I have this
Presentation thing that just refuses to go on the screen. I wanted on says free non handy.
So Monica has a question while I struggle with moving my controls on two different screen so escalation can change the record type of the case, can you have a workflow change the record type of other objects. So you can do what are known as escalation rules to change.
The record type and or the owner of the case. You can also do that through workflow rules and field updates and there's just different use cases where you'd use one over the other. And I do have lessons on
Escalation rules assignment rules workflow rules all throughout my coursework as well and
You. There's different ways that cases can be escalated support rep may manually change this from a tier one, tier two case.
By changing the owner to the Tier two queue for example or changing the status to escalate it could then either fire off a workflow rule or an assignment rule or an escalation rule. There's a lot of different options there. Okay.
I don't have any of that wired here though. So I'm just changing it escalated and clicking Save for sake of example. Now let's create a path on this by going into set up.
And search for pass this should already be enabled in our words because we did this previously on the autumnal bill objects live
But if it's not enabled in your org. It's not enabled in my work, I thought I had enabled this so oh well. So we're going to enable paths in our org and then select Create a new path so clicking new path screen refreshes and we're going to call this
And then choose the object case.
And so now, because we've introduced record types we have record types to select here, you can have paths for just Tier one cases but not Tier two or have a different path for Tier two cases, for example.
Where we're going to select record type of tier one. Now you're noticing now hopefully
That with record types you have underlying processes that work on cases. So you have support process you have case record type
And then you can also represent those different status designations across the path as well. So there's a lot of different layers that you can
Leverage whenever you introduce record types on an object like case. Now the pic list value. We don't want to have a path around potential liability or product or SLA violation.
We're interested in status. That's the value that we're interested in. But you can create paths across any pick list on an object, whatever object you select
So a path is a journey it's going from one into the spectrum to the other with a desire conclusion at the end that it's a closed case. And it's been resolved satisfactorily. Okay.
So we're going to click Next. Now, four paths. The purpose of the path is to give users, some sort of guidance on what are the fields that they need to fill in and focus on what are the key fields for success.
And guidance for success for this case whenever it's added for an example, a status of new so you can
Add fields that you want to have be the Selected Fields and highlighted fields in the path for cases that are tier one in this instance that have a status of new so you want to be sure that you have, for example, the account name populated.
And perhaps, let's see the contact email you want to capture that contact name. You just want to make sure you've got the core information.
And you can do one to five fields or leave the fields blank actually now this screen real estate my resolution. There's a button down here.
I need to be able to hit. I'm going to pull this off screen for a second. So I've got it. I got another monitor to the other side.
That has more screen real estate. I'm going to expand this and then try and drag it back on and see if I can show you notice the Save button or you could see it there for second scroll down. So the real pain when I click Save.
And then once you've clicked save. I've got my key fields here, you can use the wizard. Click editor to provide this would be like in app help in a way is giving the user guidance for success and telling them what to do.
And I'm not going to belabor the point, but you can provide up to 1000 characters in this guidance for success area.
And then you can select other status designation. So that's for the new status designation for cases that are in the working status. You can add other fields that are key fields and goddess for success.
For those that are
Kind of status of working for example I'm selecting a few fields here for grins. Let me drag this back off to click Save.
All right, so I'm just have designations.
Under New and work. I'm going to leave the other one side survey escalating close blank just for sake of time, because we're coming up on the end of time force here in just a few minutes. Click Next. And so then
This is a little bit of a confusing UI I want to configure on screen confetti. This is grayed out. But if I activate the path.
Then I can configure the confetti. So you got to click the be toggle, and then the a toggle, which then brings the lines of pick list that I used to where you can celebrate with on screen confetti.
Wants to pick list value reaches a certain threshold. And so I'm going to select for celebration and the status of these Tier one cases reaches close. We're going to celebrate
We're going to celebrate always with confetti. And so I've got closed always an activated selected, I'm going to click Finish.
And yes, the Chrome piglets values can be updated and changed. You can do that through the checklist by us in the project manager at the field level.
And then also under the underlined support process. You can select which most piglets values appear for those various different support processes. So with that, we have our tier one case path. So now,
Let me find another screen here. This was where we were at. And this is a tier one case, let me edit the page. Let me refresh first and show
This does not automatically add the path to the page layout and paths are lining only therefore
It's not something that you can add through the enhanced page layout editor, you've got to add it through the app builder in the lightning page. Alright, so
We will click the gear icon. And so saying edit object, we're going to select Edit Page and this will launch the lightning app builder.
For the lightning page that we're on. And then what we can do is we can select from these lightning components. There's roughly 30 of these standard lightning components and we can click and drag path onto the page layout here, I'm just going to drag it just above the top here.
With that selected, then you have options of either setting up a path, but was selected as the Tier one case path. Oops. Shouldn't have clicked on that.
Oh wait, okay. So I'm back to where I was like just closed out that tab move back over so
I've got the Tier one case path added to my page layout. You can set component visibility filters, etc, etc, just gonna leave it at that, click Save.
And then I'm going to activate once you save a change to landing page. You've got to activate it.
And there's different levels of activation or making this landing page. The default either for or glide for all cases or app default or app record type and profile. So I'm going to assign this as the just org default for all desktop and phone interface for all Tier one cases. All right.
clicking Save. So I've saved the page and here it just takes me right back and why. Okay. I thought I saved and usually I just save again just to make sure. So now let me go into different tab and go into
Let's see if I have a case open here now. Alright, I'm going to go into the service application.
And go into cases.
So this is a tier one case it has a record type of tier one, so therefore it is it has a path associated with it. Now I the status of escalated. There are no key fields that I specified for that status designation. I'm going to revert back to New and click mark as current status.
So now the status of the case is new. When you click the down the arrow to expand.
The path. So that includes the key fields and the guidance for success. And so you notice that I've got the four fields that I selected.
For status of new for these Tier one cases in the path to change it to working, we have
Different fields for the key fields and I didn't put any guidance for success. The idea behind a path.
Is that it can be added to cases not out of the box functionality, though, for whatever reason, unlike leads and opportunities leads have status field opportunities has stage filled
With cases, you got to do a little something extra something that can be added that takes you into enabling the path selecting the objects like in the pic was value specifying
The key fields and the guidance for success, much like what we have here, activating it and then adding it to the lightning page.
And. All right. So Daniel has a question I've noticed if I assign fields to section of the path, but then move a section within the path to Phils don't transfer with each path section can override that.
You move the section within the path. I'm not sure if you're talking about during the setup or here. Oh, so what you're saying is if. Are you talking about Daniel here. If I were to assign account, for example.
And save that.
Are you saying then that if you move it to a different status that doesn't retain that information.
Because it actually does the key fields are different, though, depending on the status designation. So I change the account name.
Here in the updated for the related account on the record. So I hope I'm understand you correctly there or you may be referring to when you actually set up the path and the setup.
You do select the different key fields. Now what's happened. Okay, so what I think you're asking is more on the back end when you're setting up the path.
And what's happening there. If you're not getting things to persist, or say yes, in the past. So what's happening there is your screen real estate isn't big enough to show the Save button. And what I mean by that is there is
Wait, dry that awful quick
So when you're going to add or update fields here there is a Save button down here, Daniel, and you can't see it because my resolution is blowing up so big.
So what you'll have to do is try and make your screen resolution either smaller or bigger so that you can scroll down and click the Save button.
It's hard to demo that because I would have okay you can barely see it here. Now I just did full screen on the monitor that I'm sharing and you can barely just see that save button. So you're selecting your fields, but then
It's confusing because you think you got to click Next. But there's actually a Save button there. You've got to hear, otherwise you will lose that progress. So that's what's
Happening there, Daniel.
So magazine, the path doesn't update the status should it. So the way that it updates the status. Let me get this out of the way.
Is it should update the status if you mark it as the current status. So the way that users are intended to do this is, let's say that we're going to go from new to escalated.
I click escalated in the path. But then, I've got to click Marcus current status and then a toast message appears here is a status change successfully. Now it also updated here as well. Escalate so it should be. You've got to mark status.
Marcus current status. That's how that works. Now with that said, we are
Up against time but I want to talk about a few more things. We're going to go a little long. I know some of you.
May want to bounce. At this point, that's fine. You can catch this on replay. But there was a question about service application versus console application.
And I want to talk about console applications and really where console applications were born and where typically they are isn't a service environment with
Support reps and service centers, but there are apps for sales console as well a console is just a different UI or user interface for an application.
That allows for typically a list view along the left and then working on individual records more on the right of the screen, you can click on a record and that opens up
And you can have multiple records open and opens up like sub tabs not new tab in your browser.
But it's kind of wrapped inside the console. So that's one browser tab that you can have multiple sub tabs inside of the console open
So you can have service console application sales console applications that you can also create custom console applications.
Now I'm going to blow through this quickly, but I want you to have this as an application in your developer accounts, we're going to create a console application called Tears For Fears for Tier one and Tier two
Cases. Now I give all the details on how to do this in the slide deck, which will be in the Facebook group after we're done live here. So this gives you the step by steps as far as creating a new whitening app.
I'm going to refer to this while I go through and demonstrate this, and we're going to create a Tears For Fears application.
And let's see if we can do it in five minutes or less showering. So we're going to set up. And part of this demonstration will show the power of Salesforce and how quickly you can create an application. This is a console application.
Now we will go into App manager.
Can see around my computer and my crane my neck.
You notice in the list of applications. There's a sales console application, a service console application, but we're going to create a new lighting app.
In for the app name. We're going to call it. Tears For Fears spelling it like tiers of support instead
Of there for the API name going to keep the defaults for sake of time.
So here is where you create a console application is under the navigation style, it's under navigation and form factors console navigation.
And support form factors could be desktop phone or desktop and phone you can set up the setup experience to be the full setup options or the service setup, if you so desire will just keep it the full setup.
And click Next.
We can add a utility item in a utility item appears at the bottom of the console.
Select notes now screen refreshes it shows you a preview and I had to scroll down to see these properties here, but for these utility items you can add multiple utility items.
And you'll have to have notes enabled in your order for this to appear correctly, but I've added notes as utility ITEM. I'LL SHOW YOU THE UTILITY bar. Once we have this built
And then for the available items. These are the objects that you would be working with inside your console application. And let's say that we want to work with accounts and
I'm clicking and selecting and moving them over because of the lack of screen real estate. It's kind of hard to see. You can type to filter list. I'm going to select
Well, that's lovely contacts.
Just kind of bogging down a little bit.
Cases. Alright, so we're going to work with accounts contacts and cases in this console application and click Next.
And then I'm just going to take the defaults for the navigation of how these display, whether it's an account and contact her case.
Actually, I'm going to select sub sub tab for cases. I'm going to say it's a sub tab of the account. So whenever I open a case it will reside underneath as a sub tab of the account tab inside the console.
Don't stress. If you're missing some of this. You can watch it on replay.
It's not a huge deal. And then let's make this available.
Make sure you make it available to your profile or will not appear in your app launcher. That's one reason why you may not see certain applications is because the app is not been assigned to your profile.
But make sure you get system administrator there, click Save and finish. So now we've created the Tears For Fears application those pretty good done it. Now, if we click on the app launcher.
We have our new new and shiny application with tears and fears. Tears For Fears clicking on that will launch our new console application now.
We because we ordered those objects we can work with in the order of accounts and contacts in cases. The first one in that list the top most comes up by default. And that's accounts we can those select to work with.
Cases instead. And typically console applications you're dealing with cases, typically. Now watch what happens in a console application. Once you select a record.
It should refresh and has the list view on the left and then the record itself on the right.
Now if you remember I selected to represent case as a sub tab of the account. So not only does it open up the the case that I selected, but there's a tab, also for the account.
And all resides under the sub tab for that account. And what's cool is I can open up multiple cases from this list view and it just simply opens up more sub tabs in the console. So now,
I've got in my view here my active case I'm working on is the one that belongs to United oil and gas company. But if I wanted to toggle back over to the American banking case I could click on that tab and that brings up that particular case for me. Now, I don't see my
Utility bar. I think that's because I need to enable load. So my org, or maybe a display issue. I'm going to drag this off screen and just verify with more real estate that the utility bar is not showing. So what I'm going to do is, I will enable be click setup.
In there. Let's search for notes. I had a note on this in the slide deck as well. But you've got to enable notes in your order for it to show up properly. So I go to know settings.
And enable notes and click Save and then let me drag my console app back interview I did say that. Good night. It's one of those instances where it says, and it just leaves you hanging
So now I'm going to drag this back over and then I'm going to refresh this me move this out of the way.
We refresh this, let's see if our console changes to show the utility bar.
hope it does. Or we might have another notice. So here at the bottom left is the notes utility item in the utility bar and click on notes and that gives us greater functionality.
By adding that utility item we can make notes inside of the console application. So utility bar or something that
Resides across the bottom of the console application and can be added and customized to fit your needs.
I just use notes as an example. And that's also a good example of troubleshooting why something doesn't appear is because even though you could add notes in the utility bar.
It has not been enabled here be nicer Salesforce would provide some sort of note or warning, like, hey, that you've added notes to your utility bar. Did you know it's not even enabled in your org. So anyway,
With that said, we created the console application.
And I'm going to leave you with one final thing. Let's see. Looks like
Yes. Very cool. Alyssa. That's right. And one other thing is in app guidance, I had this noted on the slide deck to mention that would be going over this tonight as well.
And this is kind of another layer of help for end users in the intention of this is giving people the ability to build
context sensitive help inside of Salesforce applications. You could previously associate a visual force page with specific pages in classic
To provide help someone clicked on help you can actually provide in that guidance to search for an app and
Why this works. Then as you can add a prompt and this interface comes up to where you open the offering bar and a pen varying degrees of success with doing this because the idea is that you go to, or navigate to this specific page and
I'm just going to take the default here of the home screen for the service application because I just happened to be what I was on
And says that you can navigate to the app and the page where you want to add your prompt. Sometimes that works for me. Sometimes it is not so I'm just going to add a prompt where I am and
You can do different types of process this several step thing here, and I'm just going to blow through this quickly as well because we're going long
And you can position this prompt and it's going to take the default bottom center, which would, in case you don't know what top left versus bottom right means. Here's a handy diagram. So, and then permissions. Everyone can see this prompt. Thank you very much. The content is give a title.
And ideas to draw attention to certain things and you've been on the receiving end of these prompts whenever Salesforce wants to draw your attention to new functionality.
They provide these types of prompts themselves in ask you if you want to learn more, or watch a video, something like that. You can add a button here.
Are a couple of buttons actually dismiss button and you can give a label for the dismiss like basically close this or get out of here, or who cares, or whatever.
You probably would say who cares in a professional environment, I must say. Got it. Thank you very much. And then you can add an action button what's cool here is that you can
label this and give a URL, which allows up to 1000 characters. So you can take someone to a website or YouTube video or an online health system for more details. And so I'm just going to say
This is going to, I'm going to take my people to my learning platform and like with our media plus
Which is learn
My cooler media.com
And then next
And so you can also specify a date range for when this can appear so something they could set up to start showing up. And the idea behind this is if you have some sort of new functionality that you roll out to users.
And scheduled for release. For example, in the future, you could set that you could have it. Show me once we could have a show 10 times, for example, so that you can nag them but not too much and
Then as well. If the user acknowledges the problem by clicking the action button the prompt won't be shown to that user again so that way it doesn't keep nagging them to death. For example, click Next.
And this is just the details. This is giving you as an admin more details on what this prompt is so you can see and know, okay, what, what was this doing
For sake of time I'm just going to be brief. Save and preview. So now here's a preview of my prompt and got it will dismiss and NW n plus button will take me to my my cooler MEDIA PLUS website.
So I need to disable the pop up blocker for that to work. So I'm just going to click open and go to my cooler MEDIA Plus. So there it is. Isn't that awesome alright so I think we've covered everything we plan to tonight when a little long. Thank you for your patience.
And let's talk about assignments for this week and then we will bounce.
So assignments for this week is to complete the service and support section in course three that has a runtime of two hours and 55 minutes
And then completing the service cloud for lighting module which has a estimate completion time of one hour 35 minutes
And then if you have any questions you can always reach out to me via support cloud Career Coach calm, as well as to the Facebook group and so appreciate your time, your attention tonight, and
We will wrap up now and we'll see you next week for week six, same time, same place. And until then I'll see you in the cloud.