In this lecture, I discuss another interaction channel for Cases - Social. We verify that we have a corresponding Support Process already created for Social and then we create a Social Record Type on Cases. I then introduce you to more Social Case Management functionality that is beyond the scope of this certification. Check the Resources folder for several different supplemental assets to this lecture.
A final interaction channel that can be used with Cases are Chatter Groups for internal communications, which I discuss and demonstrate in this lecture.
In this lecture, I discuss sample question number 4 from the exam guide.
In this lecture, I go into the various Interaction Channels and possible UI design considerations you'll need to often make as a Service Cloud Consultant.
