In this introductory lecture, I prepare you for what we will do and learn in this section of the course.
In this lecture I walk you through enabling Salesforce Knowledge in your own org. We also discuss the Knowledge Article lifecycle.
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.
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.
