Salesforce Certified Advanced Administrator – Service Cloud Applications Part 6
May 26, 2023

13. Case Closure

So I’d like to dive a little deeper into the case closure process. And we previously created this quick action on case called case closure, which we added to the Chatter publisher. So clicking on this takes us to this customized page layout here. And this is kind of unique to cases in that you’ve got a separate page layout for the close case functionality.

And so let’s to get into the editing of that page layout a little further and I’ll talk about how this differs from the page layout for case closure inside of Salesforce Classic. What we need to do is we need to edit object. Better yet, let’s edit page and go to the Lightning app builder for this page. And then let me close this to get it out of the way. So if we click on the details of the case, we can see or get to our case layout via this link here that shows by it preview. That tells us that that’s the specific page layout that we’re on.

So if we click on case layout, this takes us to the case page layout for this type of case. Now, you notice beyond case page layouts, there’s case close page layouts as well. So if I click on that, there’s one page layout that’s called close case layouts. So if I click on that, you see here that this differs from what we see inside of Lightning. We’ve got four fields here, but here we’ve got if I go back, we just have these two fields, status and internal comments.

So how this differs is this particular page layout would be for case closure for Classic. And then if we want to edit or adjust the page layout, this is like an embedded mentor page layout inside of case closure. This is the layout for the quick action for case closure. So the way to get to that is by going to buttons, links and action. Clicking on case closure here takes us to the details of this action. And it’s here that we would edit the action layout. And so this is an action layout that’s specific to our customized case closure that we added to Lightning and that is embedded then inside of the Chatter publisher when we add that quick action there.

Now I’m going to go ahead and switch over to Classic so you can see what case closure looks like there. So if we look at that same case, you see the standard close case button that’s only available at this point inside of Classic. But if we look at the feed, we have not added the action for the Classic actions for closing a case. So we don’t have closed case here as well, which is actually good.

So now if we select a closed case from the standard buttons here from the details tab, this brings up this page layout that we were looking at earlier, which we can also get to from the force menu flat window and select an edit layout. And that brings us to the page layout editor for the closed case layout, and that would be under cases and page layouts as well.

And so you can adjust the case closure for Classic. You can change this to a two column layout, for example, and you could match this to be the same fields as Classic if you so desired. And I don’t remember exactly what those were, but I think it was status in case reason and click save. In this way you would have a more consistent layout between the two. As far as Classic and Lightning now, there is solution information here that is also included.

So if we edit layout again, we can’t necessarily remove that. Now, we may be able to disable solutions, I’m not sure, but I wanted to at least give you more details around the different types of page layouts that are available for case closure. And let me switch back into Lightning now. But this is the case closure layout for Classic, not to be confused with the action layout that we saw previously, which is embedded inside of the page layout then by way of this action.

So your action has a corresponding action layout that we’ve adjusted. And that appears here when you click on Case Closure inside the Chatter feed as one of the publisher actions that are available. And the main concept behind the whole entire case closure process, whether that be in Lightning or in Classic, is that you want to perhaps capture some comments, you may want to provide some sort solution information, and ultimately you want that status set to close on the case and then save that out in order.

14. Enabling Salesforce Knowledge

Item mentioned for the service cloud application section of the advanced admin exam guide is that you need to be familiar with salesforce knowledge. Now to get knowledge started in your own organization, you need to set your own user record to be that of a knowledge user. So I’ve gone to my own user account, I’m going to click Edit and then select Knowledge User. I want to make sure that you’ve got that checked for yourself and then click Save. And so now that you’ve got Knowledge enabled, let’s search for Knowledge inside of Setup. All right, so I had to refresh my screen actually for the Knowledge settings in this Knowledge section to appear underneath Service after I had clicked my Knowledge User Checkbox. Another thing to note is that you can access Knowledge Set Up by going into the Gear icon here and selecting Service Set Up. And you’ll see some service oriented items here in the Service Set Up home, including Knowledge here. Click on that.

We can get to Knowledge Settings there as well. Now, once you enable Knowledge in your, you can’t go back, but you can hide the administration settings by unchecking the Managed Salesforce Knowledge Profile permission if you want to hide things such as tabs or Administration Settings from specific profiles. But let’s go ahead and check the checkbox that we understand the impact of enabling Salesforce Knowledge and then click Enable Salesforce Knowledge and click OK to confirm that we realize that this cannot be undone. Then after a moment, the screen refreshes and we now have a few other links here underneath Knowledge data category assignments, data category mappings in addition to Knowledge settings and the main gist behind Knowledge as far as Salesforce Knowledge. Goes is it enables you to create a knowledge base for your support agents.

And you can also enable certain people to become knowledge authors and then others to review and approve knowledge articles. For example, so you’ll find in the Knowledge Settings there’s General Settings and a series of checkboxes and then Lightning Knowledge Settings. One thing to note is that there’s Knowledge Availability inside of Lightning and in Classic and Knowledge is the newer and recommended solution for providing knowledge articles for support reps. And previous to Knowledge or prior to Knowledge there was Salesforce Solutions which we saw briefly in the previous lesson when we were looking at Salesforce Classic. During the case closure page layout there was an area to be able to add a solution article and Salesforce Knowledge is an additional cost. Let me show you a Help article as well and I’ll link to this Help article. It notes that knowledge is available in Classic and Lighting experience. But there’s some core differences between classic knowledge and lightning knowledge.

So it can get kind of confusing because in Classic there are Salesforce Solutions and then Classic Knowledge and then Enlightening is Lightning, what they’re now calling Lightning Knowledge instead of just Knowledge. And sometimes you’ll see it referred to even as Knowledge One. So I believe that was tied into the mobile application. I don’t believe you’ll see any specifics on Knowledge One on the advanced admin exam. But as far as the capabilities of knowledge between Classic and Lightning, I think you just focus more on the Lightning side of things now and then. Another thing to note is that in Knowledge inside of Classic, there was this concept of article types. And so when you’re in Classic, you set up article types. And then if you are working in Salesforce Knowledge of Lightning, you will set up knowledge record types. And so in the next lesson, we will start creating a few record types for Lightning knowledge articles. So I’ll see you there.

15. Salesforce Knowledge Article Types vs. Record Types

Not enabled lightning knowledge yet. So the only knowledge capability we have currently in our is for Salesforce Classic. Now, I mentioned previously this concept of article types, which is only available in Classic. And then once you enable Lightning knowledge, then you have the ability to create Knowledge Record types. So before we enable Lightning knowledge, I want to switch over to Classic and show you knowledge article article types. And then we’ll enable Lightning knowledge and create Knowledge Record types. If we go into Setup inside of Classic and search for knowledge, you see that there’s a lot more links available and set up inside of Classic than Enlightening so far. And we have this link here for Knowledge article types. And this is a precursor of what eventually became Knowledge Record Types, which is available inside of Lightning experience only.

And it’s kind of the same concept in that it defines the look and feel of an article, including its fields, layout and templates. And so you can look at one of these and you see the fields available from that article type, and you can get to the page layouts here. So if we click on Edit for the page layout, this is the knowledge layout and the enhanced page layout editor. And it’s kind of sparse right now. Now, I’m not going to set up article types and article type page layouts. I want to defer to Lightning, and we will set up Knowledge Record Types and then set up page layouts for those.

So let’s go back into Lightning now and return back to Setup and Knowledge, and we’ll go into our knowledge settings again, and we’ll then enable Lightning knowledge if we click Edit from the Knowledge Settings page. Let’s now enable Lightning knowledge. And so an important note here is that this enablement of Lightning knowledge changes the data model of your. Once Lightning knowledge is enabled, it cannot be disabled. Please verify this change in a trial or sandbox before you enable it in production. And so there’s no going back once you go to Lightning knowledge. And this does then introduce record types on the Knowledge Object.

And I believe as well you’ll no longer be able to create knowledge article types, and you’ll instead have to do Record types. Let’s click save. So now we should be able to set up Knowledge Record types just like in any other object. I’m going to go into Object Manager now and look for knowledge and click on that. And I’m not sure what the history is behind the API name for this underscore underscore Kav after Knowledge. That’s just a little side note. But we’re looking at the knowledge object inside of Object Manager. And if we go to Record types, we can now create Knowledge Article Record types.

So I’m going to create two knowledge Article Record types, one for hardware and one for software. And then as well, much like with other record types, you enable these for profiles and then the first one that you enable for profiles is also marked as the default by default and can’t be changed until you then introduce a secondary record type. Then you can change what the default is. And then as well, you have page layouts for knowledge articles. We just have the one-page layout for now. We’ll apply that to all profiles. Let me just confirm that there’s no other page layouts and there’s not.

And so now we’ll click Save and New to create the software Knowledge Record type. We’ll make this active as well. Let’s go ahead and enable this for all profiles and make this the default instead for all profiles. And click next. And then finally let’s click Save to finish out the creation of our two Knowledge Record types. And so now if we go back into setup, let’s look and see what we have under Knowledge here inside of Lightning. And once again it is much less than what you see in classic. But there’s a few other things here that I would like to talk about and that would be specifically data categories. You see data category assignments and data category mappings. And so let’s dive into data categories for knowledge in the next lesson.

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