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Mike Wheeler has taught over 150,000 students how to use the Salesforce platform and pass a multitude of Salesforce Certification Exams.
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.