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Enhance Service Cloud with Lightning Knowledge

Offered By: Salesforce via Trailhead

Tags

Salesforce Courses Customer Service Courses Salesforce Service Cloud Courses

Course Description

Overview

Give agents the right information, at the right time, and in the right format to close cases.
  • Use Lightning Knowledge to create a knowledge base for better customer service.
  • Create record types and page layouts to optimize Lightning Knowledge for your business.
  • Learn how search works in Salesforce Knowledge and customize your org for better results.
  • Unlock the full power of Knowledge by migrating to Lightning Knowledge.
  • Handle customer requests using the Knowledge-Centered Service methodology.
  • Recommend articles to service agents in real time with Einstein Article Recommendations.

Syllabus

  • Knowledge Basics for Lightning Experience
    • Get Started with Lightning Knowledge
    • Prepare Your Salesforce Knowledge Base
    • Set Up a Simple Knowledge Base
  • Lightning Knowledge Setup and Customization
    • Set Up a New Kind of Article
    • Configure Page Layouts and Record Types
    • Set Up the Validation Status
    • Configure Article and Field Visibility
    • Close Cases with Articles
  • Knowledge Search Basics
    • Search in Salesforce Knowledge
    • Choose the Best Search Options
    • Set Up Search Customizations
    • Make Better Decisions with Analytics
  • Lightning Knowledge Migration
    • Harness the Power of Lightning Knowledge
    • Plan the Migration
    • Perform a Test Migration to a Sandbox
    • Set Up Lightning Knowledge
    • Migrate into Production
  • Knowledge-Centered Service with Service Cloud
    • Get Started with Knowledge-Centered Service
    • Manage Article States
    • Set Up Lightning Knowledge for KCS Users
    • Optimize Article Search and Quality Audits
    • Use Evolve Loop to Improve Your Process
  • Einstein Article Recommendations for Service
    • Get to Know Einstein Article Recommendations
    • Start Using Article Recommendations
    • Improve Einstein's Recommendations

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