This course is part 3 of a 4 part course series that covers all of the exam guide knowledge areas and topics represented on the Salesforce Certified Administrator Exam.
This course covers the following Knowledge Areas of the Exam Guide:
Service and Support Applications
Activity Management and Collaboration
Data Management
I also have a Salesforce Practice Test Course with three timed practice tests available here - https://www.udemy.com/course/salesforce-administrator-practice-tests/?referralCode=37E3A93A0D1EB76413C3
In this lesson we assign the Service Cloud Feature License to users.
Welcome to Part 3 of my Salesforce Certified Admin course series, in Lightning! This course covers these Knowledge Areas:
Service and Support Applications
Activity Management and Collaboration
Data Management
If you haven’t...
In this lesson I introduce you to the Service Console app and setting the Service Cloud User on your user account.
In this lesson I provide an overview of effective Case Management in Salesforce. I also cover the core features and functions of the Service Cloud.
The third and final process available in Setup is Support Processes. You can create multiple Support Processes inside of Salesforce. These Support Processes can be used to control and vary the Status designations available across different types of Cases. You will first create your Support Proces...
Before you can create Case Record Types, you will have to have created one or multiple Support Processes to associate them with. Since we previously created those Support Processes, we are now ready to dive into creating Case Record Types. As a matter of best practice, it is always advisable that...
You can add and revise the Status picklist values on the Case object via the Object Manager and going to Fields and Relationships. But you don't go to Picklists Available for Editing from the Case Record Type in order to show or hide those desired Status designations. You do that via the Support ...
In this lesson we work through changes the page layout assignments for Case Page Layouts, by Record Type.
Once you create a Path on the Case object, it is not automatically added to the page layout in Lightning Experience. You need to edit the Lightning Page using the Lightning App Builder and add a Path component to your Lightning page. Once you have added the Path you will want to activate it and a...
In this lesson I walk you through how to customize the Service Console in Lightning.
Use Email-to-Case to automatically turn customer emails into cases, so your agents can quickly track and resolve their issues.
There are two versions of Email-to-Case:
On-Demand Email-to-Case, which uses Salesforce Apex email services
Email-to-Case, which uses an agent on your machine
Each vers...
You can create Web-to-Case forms in Salesforce that can be embedded into a website. Whenever a website visitor fills in a web-to-case form on your website, what they enter and submit flows into Salesforce as a new case record. In this lesson I demonstrate how to create a web-to-case form, and gen...
Case Assignment Rules can be configured to automatically assign cases to users or queues based upon criteria which you define. You can also reorder the evaluation of your rule entries for case assignments as well.
Resource:
Set Up Assignment Rules - https://help.salesforce.com/articleView?id=cre...
In this lesson we go over the various Support Settings you can enable or disable in Salesforce.
A queue is used to prioritize, distribute and assign records to a collection of users. Prioritize, distribute, and assign records to teams who share workloads. Access queues from list views. Queue members can jump in to take ownership of any record in a queue. They’re available for cases, contact...
You can set up and configure auto-response rules for cases - not to be confused with workflow rule email alerts. I run through how to set up auto-response rules.
Resource:
Differences Between Auto-Response Rules and Workflow Email Alerts - https://help.salesforce.com/articleView?id=rules_differe...
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.
Resource:
Set Up Escalation Rules - https:/...
Salesforce Business Hours can be set and tie into Entitlements in Salesforce.
Resource:
Set Business Hours - https://help.salesforce.com/articleView?id=customize_supporthours.htm&type=5
You can create Case Teams to help groups of people work together to solve cases. Before you create case teams, define team roles.
You can configure the case closure process in Salesforce. In this lesson I run you through case closure configuration.
In this lesson I show you how to create a Quick Action on the Case object to close a case in Lightning. We also set up predefined values for our quick action. Once that is done, we edit the Case page layouts to include our action.
Resources:
Create a Close Case Quick Action - https://help.salesf...
In this lesson we discuss Solution Management in Salesforce.
Resource:
Solutions Overview - https://help.salesforce.com/articleView?id=sol_def.htm&type=5
Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports.
Resource:
Salesforce Knowl...
Once you have enabled Knowledge in Salesforce, you can then add Knowledge to Service Console apps.
You can create Record Types on the Knowledge object. This enables you to assign different page layouts for Knowledge Articles by Profile.
