In this lecture, we dive into email templates. I show you how to select an email template from within a case. I then show you how those templates are built and configured by utilizing merge fields.
In this lecture, I demonstrate how to set up the Web Interaction Channel. I generate a Web-to-Lead form and embed it on a website. I then fill it out and show the resulting case that arrives inside of Salesforce, once the form is submitted.
In this lecture we create a Chat Support process. I then create Case Record Types for Web and Chat.
In this lecture, we enable Live Agent, which can only be done in Salesforce Classic, at the time of this recording. We also create Live Agent users.
