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Knowledge Management Introduction

Salesforce Certified Service Cloud Consultant • 33s

Up Next in Salesforce Certified Service Cloud Consultant

  • Enabling Salesforce Knowledge and the...

    In this lecture I walk you through enabling Salesforce Knowledge in your own org. We also discuss the Knowledge Article lifecycle.

  • 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.