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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.
In this lecture we create a new Knowledge Article Record Type. We also create a new page layout for Knowledge Articles and then we assign different page layouts to profiles, based on the different Article Record Types.