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Salesforce Certified Administrator Part 3 - Lightning ADX201
Course and Service & Support Introduction
Course Introduction - Service and Support Applications
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
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
Next Steps
Chatter Streams
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