Welcome to sales with fundamentals. In this demo, we'll be covering salesforce mobile app basics, service cloud for lightning, and service cloud efficiency. The salesforce mobile app is a powerful tool that will help you conduct small but essential task while you're away from your desk. Read through the modules and practice the first module on your phone. Once you've completed that, Service Cloud is an easy to use customer service application that will help you provide and track excellent customer service. You will also be able to automate case management, which I will demo. As I've mentioned, make sure that you've read through the case itself. As you'll be building on these concepts to complete the challenge. I'll be launching the trailhead management and I'll get you started on the task above. The first task that we'll be doing is creating a case queue. Unlike the challenges that you've encountered, you will actually go to the gearbox and use service setup instead of regular setup. In the service setup, you'll want to click on or type in queues and click on that. Once you're started the queues, click on ''New''. In the Label, you'll want to add Platinum Support. Once you've done that, you can type in any email here that you want or you can leave it blank. Once you've done this, you'll want to add case to selected objects. Make sure that switched over and add members. You'll want to add yourself into this group and click ''Save''. Once you've done this, you've created a queue. You will click on the cases itself. You'll go to the cases tab here. As you can see, I have cells here, so you'll want to switch over two services. In cases you'll want to see that you have Platinum Support. In order to do that, you can see that you have Platinum Support here. Now that we've done this, we want to do assign rules. This will help automate your business by escalating the type of services that you want. We'll go to case assignment rules in your service setup. You can type in assign in search box, and open it up and click ''New''. Once you've done that, you'll enter the new rule name, which is Solar Panel installation, and click ''Save''. Make sure to click that it's active. Missed that step. Make sure that it's active. Now that you've done this, you can create a new rule order or new rule entries. As this is one of your first case assignments, you'll want to click the priority S1. In the case origin, we want to create case reason equals to installation. This means that whatever service that you're offering, whether it be installation or contact info and support whatever value that your business is creating, it will equal the reason for that case. Click that, make sure that you assign yourself as the user and click on any template that you want, just so that you can see what this means. In this case, we're going to do support case assignment. You don't need to do anything else. Click ''Save'' and make sure that the rule is active. Now, once you're done with that, you'll want to switch over to escalation. An escalation rules, this helps escalate the cases depending on what it is that you're offering. We're going to do Gold Support. Click ''Save''. In Gold Support, click ''New'', and sort order will be one. In case here, you'll do Case Status. Case Status equals New. In case you don't have the values, you can also search the values with this little gearbox here, so click ''New'' in turn and I'll do the same thing. Set business hours and you can have it set to default. Once you do that, you want to also specify here when the case is created and disabled after the cases first modified. Click ''Save''. Now you want to add escalation actions. Click on ''Escalation actions''. This is age over five. This is the rule that we want to include. This means that age over five hours and zero minutes, you can increase it by 30 minutes or not. Once you've done this, go to the notification template and make sure you choose you as the user. You can choose any of the templates here, the challenge will not care which one to use. In this case, I'll do support case assignment. Click ''Save'', and you are good to go. Now, we want to make sure that the rule is active. That's one of the things I forgot to mention. Click ''Save''. Now that this rule is active, we are going to want to create an auto- response. In server set up, type in case auto- response rules and click ''New'' and the rule name you will want to type in, Welcome Support, click that is active and save. Now you'll want to click on ''Welcome Support'' because you want to adjust the rules. Click ''New'' and Sort Order is one. Here, you'll want to create case origin, so whenever you create the case, it equals to sending an email. Again, you can also choose it from this little box here, name, you want to put your name? This is the challenge here. As you go through this challenge and you haven't seen an organization-wide email, it would actually still give you an error. Let's say that you've put in, am only doing this to show you the error message that you'll get if you haven't done this step. I'll show you how to correct. If you'll see, you'll get an error invalid data and it's because this is not an organizational wide email. You'll click on ''Organizational-Wide Email Addresses'' and add your specific email. I won't verify my email because I've already done it in another account, so I'm validate. But once you've verified your own email, you'll be able to save and move on to complete the challenge. Once you've done all the steps, you can take on the challenge. You will conclude this module with service cloud efficiency. These will be three question quizzes, which will ask you to understand the conceptual knowledge of service cloud. Once you've completed this, you'll earn your [inaudible]
