Master Salesforce Knowledge For Service Cloud SU23

Sign up for a developer edition sandbox to safely experiment with Salesforce knowledge setup, verify your account, and begin configuring knowledge before deploying to production environments.

Enable Salesforce knowledge by granting author permissions and adding authors. Enable administrators to log in as other users, enable knowledge, and turn on feed tracking for article collaboration via chatter.

Learn to add knowledge authors in service setup, grant publish and create permissions, enable login as any user, and adjust relogin settings for efficient administration.

Enable lightning knowledge, confirm the knowledge object exists, then enable feed tracking on the knowledge object to enable chatter collaboration on articles.

Visualize the existing out-of-the-box knowledge page layouts. Create another knowledge page layout from scratch, then create knowledge record types for these layouts, and add articles elements to related lists.

Learn to create and customize knowledge page layouts in Salesforce Service Cloud, including adding global actions like assign and submit for approval, structuring sections, and configuring visibility settings.

Create a record type for the how-to page layout, activate it for all profiles, and apply a single layout. Use record types to organize knowledge articles as FAQ or how-to.

Add the article related list to the case object to help agents solve cases with knowledge articles by editing the case page layout via server setup and object manager.

Create and assign a permission set to new authors to enable article creation, then test the setup to ensure publish permissions extend beyond default read access to knowledge articles.

Create a permission set named knowledge manager in service setup, grant knowledge article rights by editing object and app permissions, including manage articles, import/export, publish, and data categories, then save.

Assign the permission set to authors, review expiration options, and confirm success; the permission set grants full rights to manage, create, publish, delete articles and data categories.

Connect as the author using the permission set in Salesforce knowledge, log in as John Doe, create a knowledge article about pet food, publish and delete drafts to verify permissions.

Explore how data is organized in Salesforce knowledge. Create data categories and groups, activate them, and customize to fit your needs.

Organize Salesforce knowledge with categories and subcategories in a hierarchical structure, tags, link to products or cases, apply approvals, and customize layouts and templates for a user friendly knowledge base.

Create data category groups and categories in Salesforce service setup, using groups like solar installation and maintenance and support options; then activate them for visibility.

Set up data category visibility by configuring category groups, granting authors access to all categories, and updating the Knowledge Manager permission set to apply all categories.

Master knowledge article management by enabling validation statuses, creating and publishing articles, routing them through a validation process, and updating content to solve cases using knowledge.

Enable and activate the validation status field in knowledge settings. Create a work in progress status for FAQ and how-to records, set as default, so drafts show as in progress.

Create a how-to knowledge article in the service app, assign it to solar installations and John Doe, validate it, then publish to the public knowledge base.

Create, publish, and update articles in Salesforce knowledge, manage draft edits and article versions, and track authors to ensure the latest knowledge is available.

Add the knowledge component to the case record, enable channel mappings for knowledge and email articles, and customize the case layout to email articles, then resolve the case using knowledge.

Create a case and add the knowledge component to the case page, attach relevant articles, and customize the page layout for easy access and activation.

Enable communication channel mappings to send articles via email by creating a new channel for the 'how to' record type. Navigate service setup, Object Manager, and knowledge object, then save.

Enable email to case to turn customer emails into cases and configure the case page layout and mobile lightning actions for the email channel in the service console.

Demonstrate resolving cases using knowledge testing by attaching an article to an email, sending it, and closing the case after solving it.

Congratulations on completing this course and gaining great knowledge. Contact me with any questions or parts you think were missed, and I will add them.