Connie Hazendonk
IndividualForum Replies Created
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Commonly in 2 different areas:
Call Centres - for case handling - customers call with complaints, issues, questions. Cases will be created and solved through either agents or other users / specialists
Service teams - think utility engineers - they go out and solve the cases created in the call centre.
Service Cloud is all about creating, tracking and solving cases. -
You need Service Cloud user ticked on your profile. You then create the framework, so categories, tags, who needs to have what access. Users are normally the ones that actually create the articles
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they are linked to cases. Articles contain solutions to problems or FAQ's in a business. They help in solving cases. Articles can be shared internally as well as externally, through emails, portals, communities or websites.
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Knowledge is the more powerful version, Solutions is the older version and in general linked to Classic. Knowledge is more linked to Lightning.
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Sales Cloud is about core CRM and the Sales process. So it will hold all your account data with relevant contacts and linked with it opportunities and their related objects like contracts.
In Service Cloud you mainly talk about cases, which in itself need to be linked to accounts & contacts. But the focus on service cloud is case management, so think call centres as well as service engineers like you have for utilities. -
start in Trailhead. Free tool, gives both theory and hands on experience. You can select what you are interested in. You can have up to 10 orgs against your Trailhead account, but if you don't want to use one anymore or make a mess, just remove it and create a new one. Endless possibilities to mess around in the system
However, make sure you also focus on how the system works, so do the Administrator Trailmix. You can be the most fantastic coding expert in the world, but if you don't know the options and limitations of Salesforce as well as a very good understanding how End Users use the system, you won't get very far. -
Easier for Service Team to work through cases. It allows a multi tab and sub tab option with the Salesforce org, so you dont have to have multiple browser tabs open. So users can open for example Case A, then under Case A they can open the contact as a tab and the company as a tab. IF they want to look at Case B, they can open that as a separate tab next to Case A.
Also you can work with feed option in there, which normally is the focus for cases. So you can easily check what updates have been done on the case.
It will often also come with options like multi channel / macros etc.
It is all about making it easier and quicker for Service users to work through cases. -
Picklist let's users select one answer only. Multi-picklist gives options for users to select more than one answer.
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First action: check your user record, you will need to have the Knowledge User box checked
Then you have 2 choices
you can use the Sales Cloud Set up, where you search for Knowledge, enable knowledge and then use the knowledge settings and other options to set up what is required
OR
you can use Service Cloud Set up, where you can use the Knowledge Set up wizard to do the initial set up. And then use the other options in set up to complete
It is worth going through the Trailhead project https://trailhead.salesforce.com/en/content/learn/projects/set-up-salesforce-knowledge
as there are many options to choose. -
See screenshot, no mass delete within Salesforce doesn't work on ALL objects, only a certain set as you can see.
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If you mean how to know what credentials are for what, you will know by the user name. Production is often a real name, whereby sandbox is a made up one. Often sandboxes have a .xxx extension to refer to type of sandbox, for example .preprod / .uat / .dev
when logged in an org and you are not sure, the URL should give it away.
Also in set up, you look for company information and on that page for organization edition. That should state type of org you are looking at. -
besides using MVP for a person, you can also use MVP for Minimum Viable Product. This means that for implementation / development you decide what the minimum features are that Salesforce needs to have to make it workable for the users that are going to use it.
You don't aim from the beginning for top product, but work your way towards that -
You can upload new records, update existing records, export records and use export all to also export the recycle bin. And you can delete records, whereby delete all also deletes recycle bin
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main purpose of a role is twofold - hierarchical reporting (think who are all in a team) and visibility for managers into records of their subordinates if you have changed OWD to private or public read only. Roles can also be used in processes like workflow and queues
Profile is about what users can SEE and DO in the org, this covers everything from object access to system functionality. Think editing / deleting records, running reports etc. You use profiles for login restrictions & password policies. Profiles are also used to assign page layouts / record types / business processes. -
standard and custom picklists and standard and custom checkbox
NOT custom multi select picklist -
There are 2 Salesforce IDs
you have a 15 digit ID - which you can get when you extract IDs through reporting
you have an 18 digit ID - which you extract through Dataloader Export
The difference is that the 18 digit ID is completely unique and is preferable option to use when you want to do any data manipulation in Excel. The 15 digit ID you can't use in Excel as Excel ignores case sensitive. -
Can you clarify what you mean by event? In general, within Salesforce an event is like a calendar item. You can create those on any object (on a record navigate to activities) or directly on the calendar (navigate to calendar tab)
