From the course: Salesforce Administrator Cert Prep: 3 Sales, Marketing and Service Applications
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Case management - Salesforce Tutorial
From the course: Salesforce Administrator Cert Prep: 3 Sales, Marketing and Service Applications
Case management
- [Instructor] The service cloud section of the administer exam deals heavily with case management, case management automation, solution management, et cetera. In this first lecture we're getting into case management in general, and that has to do a lot with the service console. And if you've not dealt with the service cloud implementation of Salesforce you've likely never used the service console so I want to expose you to that. And what's nice is that there's a sample console available from the application drop down here. So I click on the down arrow and select sample console and this should be available on your own Salesforce Instance as well, if you've set up your own account. And so this is what a console in general looks like in Salesforce, and so it is a different look from Salesforce Classic, it's almost very similar to the lining experience layout. And so we have our different objects available in the console and it defaults to accounts, and then there's a list view where you…
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