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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 (1:54)
Case Management Overview - Core Case Features and Functions (6:26)
Support Processes (2:43)
Case Record Types (4:46)
Creating and Revising Status Picklist Values on Cases (5:08)
Editing Case Page Layouts and Assignments (10:30)
Adding a Path to Cases (8:46)
Service Console Customization (9:43)
Email to Case (11:58)
Web-to-Case (4:43)
Case Assignment Rules (8:22)
Support Settings (1:12)
Case Queues (6:30)
Case Auto-Response Rules (7:42)
Case Escalation Rules (6:06)
Business Hours (3:05)
Case Teams (6:48)
Case Closure Configuration (2:39)
Creating a Close Case Quick Action (5:08)
Salesforce Solution Management (2:15)
Enabling Salesforce Knowledge (4:17)
Adding Knowledge to the Service Console (2:49)
Knowledge Record Types and Page Layouts (5:59)
Versioning and Publishing of Knowledge Articles (10:40)
Using Knowledge Articles While Working Cases (2:48)
Solutions vs. Knowledge (2:48)
Creating Data Categories for Knowledge Articles (3:43)
Importing Articles to Salesforce Knowledge (3:50)
Salesforce Communities Introduction (1:52)
Creating a Community (9:12)
Lightning Bolt Solutions, Ideas and Questions in Communities (9:07)
Activity Management and Collaboration
Activity Management and Collaboration Introduction (1:10)
Creating Tasks and Marking Them as Complete (3:48)
Tasks Customization (2:36)
Event Management (5:25)
Public Calendars (3:39)
Chatter for Collaboration (6:21)
Chatter Feeds and Feed Tracking (3:32)
Publisher Actions (4:54)
Emojis in Chatter Posts (1:04)
Chatter Groups and Seen-By Counts (5:00)
Chatter Security (2:39)
Chatter Streams (3:35)
Data Management
Data Management Introduction
Data Export (4:37)
Data Import Wizard (7:16)
Data Loader (4:08)
Data vs. Metadata (4:40)
Duplicate Management (11:34)
Merging Duplicates (4:41)
Universal Picklists (8:05)
Sample Exam Question #4 (3:41)
Next Steps
Assigning the Service Cloud Feature License to Users
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