Salesforce Certified Advanced Administrator – Service Cloud Applications Part 8
May 27, 2023

18. Adding the Knowledge Component to the Console

All right. So now we need to add the knowledge component to our console so that we can start to surface relevant articles based on what’s entered in on a case. So to do that, we can click the gear icon and select Edit page and we will actually edit the lightning page itself, which is the case record page. And you’ll see here that one of the options as far as stating standard components is knowledge. So now we can drag that into the lighting app builder here. I’m just going to move this to the top right column here. Let’s go ahead and move the case feed then over here.

So I’ve got the feed and details portion here above case details and then Knowledge here on the right. So once you’ve added the knowledge component, you can click Save and then be sure as well that this is activated. We want this to be activated for the app default of service console, which I’ve already got that set in my instance, but you may need to set that up.

And then I’m going to go ahead and close that out and click Save again just to be safe and click back. Now if I reload, I actually don’t have to reload, it’s showing here based on the current displayed case. It doesn’t have any suggested articles, but you can search for an article. I know I have the one article right now for router installation. But what I would like to do is see if we can get this to surface based on, for example, the subject of the case. And so what I’ll do is I’ll create a new case and we’ll make this a hardware related case.

And for a subject, I’m going to mention router here to see if I can get that to surface, that knowledge article. So we shall see. I’ll go and select a product as well and then any of the other required fields, I’ll make sure that those are filled in. Also click save. And so now we have our one suggested article and that’s based on the keywords in the subject of the case matching up with some of the words in the knowledge article.

So what you can do is with the suggested article, you can attach that article to this case by selecting Attach article. And so now the article router installation has been attached to the case. So if I look at that actual article and the intention is that this will help users to resolve cases by referring to these knowledge articles. But if we go to the actual knowledge article now and go to the related list, we have the cases related list and we now see that this article has been associated with this specific case.

19. Case Teams

Much like sales teams on the opportunity object cases, support service teams, sometimes also known as case teams or support teams. Now I am on a case. If you look at the related lists here, there’s no related list related to case teams. And so if I go into setup, go into page layouts for the case page layouts, you’ll see that case teams team is an option for related lists. Now you may not see this option until you’ve enabled case teams in your own organization, I’ll show you that momentarily. But I’ve already enabled in my own, so I can’t really demonstrate that. But I’ve dragged the case team related list into the page loud and click save and then click yes to override any user customizations. And then I’ll go back to my case and refresh. And we should see under related lists here.

Let me refresh again and I’m not seeing case teams. That’s lovely. Maybe it is a console issue. Let me look at this case 1027 outside of the console. So I’ll go into just the service application, not the service console application. And then we’ll select cases and then look at our recently viewed case of 1027 and we’ll go over to the related tab here and we see case team. So I think because I’ve customized I think the issue is because I customized the Lightning page for the console application and that was the default page for that application that overrides the standard page layout which is here. So that’s why that didn’t show up. So now we’ve got our case team here and you can add members or add teams. But let me go into setup and I’ll show the case team settings that are available through set up and we’ll search for team and just as a reminder to see some of the different types of teams that are available, there’s case teams, there’s also sales teams such as account teams, so there’s case team roles and then predefined case teams.

Now, I did previously create a case team role in a previous lesson, I believe it was in course one of the series and that team member role was government liaison. Now, we’ve not already set up any predefined case teams, but if you don’t see any of this, then you may need to enable case teams and then you can set up team member roles. You can also predefined some case teams. And the way that works is you just click new and then you can select team members and these would be members of a team that work on a case together. One thing to note with a case team is that it differs from a queue. A queue is a group of users that members can belong to a queue and a queue can own a case. But then the intention of a queue is that one of the individual users will transfer ownership onto themselves in order to work the case.

A case team are individuals that work together on a case. There will be one person that may own the case but then there’s other support staff that also help resolve case issues. And so you can add those people by searching for them and doing a user lookup and then selecting their member role. Now I only have the one case team role set up in my already which is Government Liaison. I so want to select that. And then whenever you add a case team member you see that the case access is read write and then you can not only add case team members that are users, but also you can add contacts as case team members. And this means that this would be someone potentially that works for the customer company that the case is with or a partner company or a customer as well.

And then as well another important thing to note is in addition to the thought of having your own internal users, these contact records may be for customers or partners or for coworkers that happen to not necessarily have a salesforce account. So the reason that you would select a contact instead of a user for an internal person is if the person in question on the case team does not have a salesforce user account, then you would select a contact and that would be someone that works for your own company. Or it could be a customer, but probably most likely it would be a contact for someone that’s a coworker. So I’m just going to leave this as it is and click Save. And so I’ve got a predefined case team and just one user so far which is Jim Doe. I’m going to add myself as well and I’m going to see if I cannot select a member role and click Save. I must select a role.

 So I’m just going to select government Liaison again. But you would typically have more case team roles which we could do that by adding them here and then the case access is derived from the role and so we can set private or readonly in addition to Read Write which the government liaison role pulled in the readrite access to the case. So we could say just to be different that hardware sports specialist has read only access to case and let’s click save and the visible and customer portal that just has to do if users have access or if customers have access to their cases inside of Customer Portal which is also known as a community. Then will they be able to see this members in this role inside of the community? So now let me go back to my predefined case teams, let me edit this and change my own member role to Hardware Support Specialist. And when I do that watch the case access change to read only and it does. And so let’s click save. So now we’ve got our predefined case team, let me go back to my case and let’s add a team. And so what I need to do is refresh this page because since I’ve set up the predefined case team, we’ve not hit the server to get those updates.

So let me cancel that and refresh. And now select add a team by going back to the related list and under case team, selecting add team. And we’ve got our hardware case team, so let’s click save. And so now there are team members added to this case in addition to whomever may own a case. And so you may be questioned related to case teams and understand the difference between a case team and a queue. And so just once again, a team or support individuals that can help you resolve cases, they can be assigned through the case team related list and they can have varying degrees of access to the case records. And it differs from a queue which can own cases and multiple users can belong to a queue and a queue ownership.

The intention of that is typically one of the members of the queue will pull it off of the queue, assign that to themselves, work the case and then close it or then reassign it back to the queue. And as we saw with members of a case team, you can search for people, but then in addition, you can add contacts. And the scenario with contacts would be that could be coworkers that don’t have a salesforce account or customers or partners that are either contact records or user records in a partner or customer community. All right, now that we’ve covered case teams, there’s a few other ancillary features of service cloud applications that may appear on the advanced administrator exam. And so we’re going to be diving into some of those other features that are related to service and we’ll do that in the next lesson.

20. Additional Support Features

So to conclude the Service Cloud Applications Knowledge area for the Advanced Administrator Exam, I need to mention a few other additional products and features inside of Salesforce that may make an appearance on the exam for you. Now, if this were a Service Cloud Consultant course, I would go much more in depth in all of these, but for the Advanced Administrator Exam, you may receive zero or one question on any of these following three to four features features that I’m going to be mentioning. Now, I do have a Service Cloud Consultant Certification course where I go more in depth in all this. So if you want a more robust knowledge and experience on these different features, feel free to enroll in that. I’ll link to that in this lesson as well as these different trailhead resources. Now, the first feature that I want to talk about is the Entitlement process and that has to do with service level agreements and case Escalations.

There’s a good Trailhead module on this or project and this does take about an hour and 50 minutes to complete. I don’t think you have to go through everything here, but it’s a good idea to at least go through some of this. It would not hurt at all to go through all of it though, because it takes you through the process of not only creating a support process, which we’ve done previously in this course, but as well we’ll create case queues and assignment rules and then Escalation rules also gets into the flow with Process Builder. And then the tail end of this is where you set up Entitlements and service contracts and the entitlement process and service contracts with Entitlements.

And so it’s pretty involved. It could be a course unto itself. So for sake of time, we’ve already gone at least 20 lessons deep into the Service Cloud Application section of this knowledge area for the Advanced Admin Exam, which it is a good size percentage of the weighting of this certification, but not huge to the point of needing to devote ten lessons on each of these. So I decided to leverage Trailhead and point you to that for these. Now, in addition to Escalations and Entitlements, there’s also Omnichannel, which has to do with the routing of cases based on skills and there’s also queue based routing as well.

This one is an hour and 45 minutes long and the main idea with any of these that I’m pointing to is to at least have a good idea as to how Omnichannel works and what it’s about and how the entitlement process works and what that’s about as well. Now, with Omnichannel, at least check out the get started with Omnichannel to get a high level overview. You can go more in depth by completing this Trailhead module as well. And then also you can work through my Service Cloud Consultant course if you would like to get more details on Omnichannel.

From my perspective and then finally another feature of Salesforce and this is a project that combines communities and knowledge and chat. Now on the exam guide you’ll see mentions of Live Agent. And so Live Agent is brought up here in this trailhead module and this also is now referred to as Chat Snap Ins. This also works with Salesforce knowledge which we spent a considerable amount of time on. And so this will work you through the process of enabling Live Agent and communities and configuring lightning knowledge and has a lot of good details around adding branding and components to your community as well.

I felt that these three to four particular features of Salesforce as it relates to service cloud applications, you can get a good idea by at least complete at least part of these trailhead trails but feel free to complete them and get some additional badges and hands on experience as well. And now that we have rounded that out, I will just point you to the resource links for this lesson and then and in the next knowledge area, it’s time to get started with data management. We’re going to be getting into the final knowledge area of this course and so I’ll see you there as I introduce you to the data management knowledge.

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