Salesforce Certified Platform Administrator II - Part 2

Explore service cloud applications and the advanced admin exam topics, including live agent, case feed, service cloud console, communities, omni channel, knowledge maintenance, and entitlements and entitlement process.

Learn to manage cases with a status lifecycle including new, working, escalated, and closed through service processes. Distinguish hardware and software cases and align them with case record types.

Create case record types in Salesforce by basing hardware and software record types on the master record type, selecting corresponding support processes, and assigning page layouts for all profiles.

Explore the service console in the lightning experience, featuring a three-column layout, tabbed views, and customizable navigation that adds asset management and orders to the console.

Customize the service console using the Lightning App Builder by adjusting the page layout, rearranging regions, and activating the app default for the Service Console.

Customize the Salesforce service console via the lightning app builder by editing the app in app manager, adjusting branding, navigation items and rules, utility items, and profiles.

create a lightning home page for the service console by adding app pages, my accounts and open cases list views, and chatter publisher, then activate and set as app default.

Compare case feed functionality in lightning experience and classic, including chatter posts, polls, and activity history, and plan customizations to log calls, send emails, and close cases.

Add a log a call quick action to the case page layout in Lightning Experience, overriding defaults to log calls as tasks linked to the case contact.

enable case closure in Lightning Experience by creating a custom action that updates the case status to closed, with a predefined value, and drag it into mobile and Lightning actions.

Discover how to customize the case feed in Lightning Experience by adding a send email quick action and why enabling email to case is needed for the action to appear.

Enable on-demand email to case, configure and verify a routing address, and enable the email to case quick action in the publisher to auto-create cases from email.

Explore the case closure workflow in lightning and classic, using the case closure quick action, editing action layouts, and aligning page layouts to capture status, case reason, and solution information.

Set your user as a knowledge user and enable Salesforce knowledge; access knowledge settings, configure category assignments and mappings, and enable knowledge authors with review workflows across lightning and classic.

Enable lightning knowledge to replace knowledge article types with knowledge record types, update page layouts, manage profiles and data categories, and note it cannot be disabled after enabling.

Organize data categories into location and product groups, build a hierarchy (continents to states), activate groups, set visibility, and map categories to case fields to filter knowledge articles.

Create and publish knowledge articles by selecting knowledge, choosing hardware or software record types, editing layouts, adding data categories and visibility, and assigning for review or approval.

Add the knowledge component to the case console to surface relevant articles by matching case subject keywords, attach suggested articles to cases, and link knowledge to related cases.

Explore case teams on cases, including enabling related lists, adding members and roles, and assigning read or read-write access. Distinguish case teams from queues and include users or contacts.

Explore entitlement processes, service level agreements, case escalations, and service contracts; learn omni channel and queue-based routing, plus live agent chat and knowledge-enabled communities for service cloud applications.

Improve data quality for Salesforce through validation rules, duplicate management, and data enrichment and archiving, using proven tools and best practices.

Master validation rules in Salesforce to enforce data integrity at the account object level, including naming, formula creation, error messages, and testing with sample rules and regex formats.

Learn to build conditional validation rules by user profile in Salesforce, showing errors for specific profiles, and explore common rejects formulas and regex resources for data quality.

Learn how Salesforce duplicate management uses duplicate and matching rules to prevent duplicates, including per object limits and record level security, plus alerting and reporting options.

Create and configure duplicate rules and matching rules for accounts to detect potential duplicates using exact or fuzzy matching. Activate and order rules, and surface alerts in the user interface.

Explore how the potential duplicates lightning component surfaces duplicate accounts on the detail page, enables viewing and merging duplicates, and supports choosing a winning record during merge.

Identify and manage duplicates in Salesforce by running duplicate jobs, creating duplicate record sets and items, and applying up to five active duplicate rules per object with matching rules.

Create a new picklist field on opportunities as a dependent field with close lost as the controlling value, then make reason lost required via page layout or a validation rule.

Explore data enrichment in Salesforce using data dot com to pull external contact and company data, with prospector and clean, and review licensing, a 600-record monthly limit, and setup.

Explore Salesforce data archiving strategies by exporting and scheduling backups, using data loader or CLI tools, and archiving or deleting old records to manage storage limits.