We look at sample question number 3 from the exam guide. This question relates to Salesforce Knowledge and I demonstrate how to create Public Groups and assign Article Actions.
We look at sample question number 5 from the exam guide.
In this introductory lecture, I prepare you for what we will do and learn in this section of the course.
In this lecture we create multiple support processes for the various support channels we will need to implement in our Service Cloud instance.
