Course and Service & Support Introduction
- Course Introduction - Service and Support Applications Knowledge Area
- Assigning the Service Cloud Feature License to Users
- Case Management Overview - Core Case Features and Functions
- Support Processes
- Case Record Types
- Creating and Revising Status Picklist Values on Cases
- Editing Case Page Layouts and Assignments
- Adding a Path to Cases
- Service Console Customization
- Email to Case
- Web-to-Case
- Case Assignment Rules
- Support Settings
- Case Queues
- Case Auto-Response Rules
- Case Escalation Rules
- Business Hours
- Case Teams
- Case Closure Configuration
- Creating a Close Case Quick Action
- Salesforce Solution Management
- Enabling Salesforce Knowledge
- Adding Knowledge to the Service Console
- Knowledge Record Types and Page Layouts
- Versioning and Publishing of Knowledge Articles
- Using Knowledge Articles While Working Cases
- Solutions vs. Knowledge
- Creating Data Categories for Knowledge Articles
- Importing Articles to Salesforce Knowledge
- Salesforce Communities Introduction
- Creating a Community
- Lightning Bolt Solutions, Ideas and Questions in Communities
Activity Management and Collaboration
- Activity Management and Collaboration Introduction
- Creating Tasks and Marking Them as Complete
- Tasks Customization
- Event Management
- Public Calendars
- Chatter for Collaboration
- Chatter Feeds and Feed Tracking
- Publisher Actions
- Emojis in Chatter Posts
- Chatter Groups and Seen-By Counts
- Chatter Security
- Chatter Streams
- Draft Posts
Data Management
- Data Management Introduction
- Data Export
- Data Import Wizard
- Data Loader
- Data vs. Metadata
- Duplicate Management
- Merging Duplicates
- Universal Picklists
- Sample Exam Question #4
- Validation Rules
- Bonus Lecture: Coupons and Free Courses
