Service Cloud Specialist Podcast Build Case and Agent Automation

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Build case and agent automation
Help a few agents seem like many through automation. Build a system that automatically creates tasks and another that applies reusable emails and text with the click of a button.

Service Cloud Specialist Podcast-Build Case and Agent Automation

Welcome to our comprehensive guide on implementing Lightning Knowledge and configuring case routing in Salesforce! This video is designed to help you establish Lightning Knowledge, surface the features for agents, create knowledge articles, and set up an efficient system for automatic case routing. Whether you're a Salesforce admin, developer, or enthusiast, this video will provide you with valuable insights and step-by-step instructions to optimize your Salesforce setup.

Chapter 1: Introduction to Lightning Knowledge

In this chapter, we’ll introduce you to Lightning Knowledge, a powerful tool within Salesforce that enhances the way your support agents access and utilize information. Lightning Knowledge offers a streamlined and intuitive interface, making it easier for agents to find and share relevant knowledge articles. By implementing Lightning Knowledge, you can improve the efficiency of your support team and provide better service to your customers.
Service Cloud Specialist Podcast-Build case and agent automation

Chapter 2: Setting Up Lightning Knowledge

Setting up Lightning Knowledge involves several key steps. We’ll walk you through the process of enabling Lightning Knowledge in your Salesforce org. This includes configuring the knowledge settings, defining data categories, and setting up article types. By the end of this chapter, you’ll have a solid foundation for creating and managing knowledge articles in Salesforce.

Service Cloud Specialist Podcast-Build case and agent automation

Chapter 3: Surfacing Features for Agents

One of the primary goals of implementing Lightning Knowledge is to make it easier for agents to access the information they need. In this chapter, we’ll show you how to surface the key features of Lightning Knowledge for your agents. This includes configuring the Knowledge component in the Lightning App Builder, customizing the Knowledge layout, and setting up list views to display relevant articles. We’ll also cover how to use the Knowledge Search component to quickly find the right information.

Service Cloud Specialist Podcast-Build case and agent automation

Chapter 4: Creating Knowledge Articles

Creating effective knowledge articles is crucial for providing valuable information to your support team and customers. In this chapter, we’ll guide you through the process of creating knowledge articles in Salesforce. We’ll cover best practices for writing clear and concise articles, adding multimedia content, and categorizing articles for easy access. We’ll also demonstrate how to publish and maintain articles to ensure they remain up-to-date and relevant.

Service Cloud Specialist Podcast-Build case and agent automation
Chapter 5: Introduction to Case Routing

Efficient case routing is essential for ensuring that customer inquiries are handled promptly and accurately. In this chapter, we’ll introduce you to case routing in Salesforce. We’ll explain the importance of automating case routing and how it can benefit your support team. By the end of this chapter, you’ll have a clear understanding of the key concepts and components involved in case routing.



Service Cloud Specialist Podcast-Build case and agent automation

Chapter 7: Implementing Case Routing Rules

Implementing case routing rules is the final step in setting up an efficient case routing system. In this chapter, we’ll show you how to create and configure case routing rules in Salesforce. This includes defining criteria for routing cases, setting up escalation rules, and creating auto-response rules. We’ll also demonstrate how to monitor and optimize your case routing system to ensure it continues to meet the needs of your support team.

Chapter 8: Conclusion and Best Practices

In the final chapter, we’ll recap the key points covered in this video and provide best practices for implementing Lightning Knowledge and case routing in Salesforce. We’ll share tips for maintaining your knowledge base, optimizing case routing, and ensuring that your support team has the tools they need to provide excellent service.

Thank you for watching! If you found this video helpful, please like, comment, and subscribe for more Salesforce tutorials and insights. If you have any questions or need further assistance, feel free to reach out to us in the comments below. Happy Salesforce-ing!