Salesforce Knowledge Synonyms
Knowledge Synonyms in Salesforce allows users to search Knowledge Articles using the synonyms configured. Synonyms are words or phrases that are treated as equivalent in searches. For example, if the ....
Tag: Salesforce Service Cloud Consultant Exam
Data Categories in Salesforce Knowledge
Salesforce Knowledge uses data categories to classify articles and make them easier to find. For example, to classify articles by sales regions and products, create two category groups: Sales Regions ....
Salesforce Service Cloud Consultant Exam syllabus
Industry Knowledge - 15% Contact Center KCS Implementation Strategies - 5% Contact Center deployment Service Cloud Solution Design - 15% Salesforce Console Knowledge Management - 11% Knowledge life cycle Interaction ....
Most Recent component in Salesforce Service Cloud console
1.Got to Setup --> Build --> Create --> Apps. 2. Select a Salesforce console app. 3. Click Edit. 4. In Choose Console Components, add Most Recent Tabs to Selected Items. ....
Service contracts
Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as warranties, subscriptions, or service ....
Call Deflection
The practice of guiding customers to use other channels than the phone to solve customer service issues. Cheers!!!
Salesforce Knowledge
Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need. After you set up ....
Solution Categories in Salesforce
1. Go to Setup --> Build --> Customize --> Solutions --> Solution Categories. 2. Add a Solution Category by clicking "Add Solution Category". 3. Save the Solution Category. 4. Go ....
Auto response rule in Salesforce
Salesforce Auto Response Rules are used to send emails to Contact on the case or the person who submitted the lead on the web. For Lead, it uses the Email ....
Assignment rule in Salesforce
Create assignment rules to automate your organization’s lead generation and support processes. Lead Assignment Rules—Specify how leads are assigned to users or queues as they are created manually, captured from ....