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Enabling Salesforce Knowledge and the Knowledge Article Lifecycle

Salesforce Certified Service Cloud Consultant • 9m 4s

Up Next in Salesforce Certified Service Cloud Consultant

  • Managing Knowledge Adoption and Maint...

    In this lecture we add the Knowledge tab to the Service Cloud console app in Lightning. I also run you through installing a good reports and dashboards app for Knowledge off the AppExchange, which is linked in the resource folder of this lecture.

  • Creating Knowledge Data Categories Gr...

    We create Data Category Groups and Data Categories in a hierarchy. We also look at keyboard shortcuts available while creating Data Category Groups. We then set the Default Data Category Visibility and activate all the Data Categories we just created.

  • Creating Knowledge Article Record Typ...

    In this lecture we create a new Knowledge Article Record Type. We also create a new page layout for Knowledge Articles and then we assign different page layouts to profiles, based on the different Article Record Types.