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.
Resources:
Complete Guide to Salesforce Knowledge - https://resources.docs.salesforce.com/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf
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.
