Summary  
This chapter covers implementing dynamic (as-you-type) search/autocomplete for fetching and displaying records, managing record states with draft/publish/schedule workflows, and associating records via link attachments.

General domain of usage  
Customer support and case management

The **Knowledge Tab's** integration with **Cases** streamlines the **support process** by providing **quick access** to relevant **information**. While some features, like the **Related** tab behavior, may feel **less intuitive**, understanding these tools will help you make the most of Salesforce's Knowledge functionality.

What feature allows you to link a Knowledge Article to a Case?

What is the difference between Dynamic Search and Full Search for Knowledge Articles?

Il s'agit d'un cours d'introduction destiné aux débutants qui n'ont jamais utilisé de CRM auparavant, mais qui devront utiliser Salesforce comme élément central de leur travail. Les métiers concernés incluent les analystes métier, les spécialistes du marketing, les relations publiques, les rédacteurs de contenu, ainsi que tous ceux qui peuvent être amenés à travailler avec Salesforce sous différentes formes (un spécialiste du marketing peut se concentrer sur la qualification des prospects, un autre sur la conclusion des opportunités, un autre sur la gestion du calendrier des e-mails). De plus en plus de ces métiers exigent aujourd'hui une connaissance de Salesforce (ou d'autres CRM), ce qui constitue un obstacle à l'embauche.

You'll get crystal clear on why Salesforce is such a game-changer for businesses by diving into a relatable real-world scenario. Through the story of EcoMarket Deliveries, you'll explore the common pain points businesses face without a structured CRM system—from disorganized data to missed opportunities—and discover exactly how Salesforce solves these challenges with powerful, streamlined solutions.

What is the first step to import contacts into the Service Tab?

Which Case Reason indicates the documentation needs to be worked on?

How does the Knowledge Tab help employees resolve issues?

What happens when you attach a Knowledge Article to a Case?

What happens when you save changes to a draft Knowledge Article?

Learn to navigate and customize the Salesforce interface while mastering key concepts like leads, opportunities, accounts, and contacts. Tackle real-world challenges with EcoMarket Deliveries, from adding new leads manually to bulk importing them efficiently. Gain practical skills to qualify and convert leads, moving them through the sales funnel to drive business success.

Learn to turn prospects into customers using EcoMarket strategies, understand what opportunities signify, and get hands-on with creating and editing opportunity records. Explore sales stages for revenue forecasting and discover how to associate products or services with deals to enhance your sales workflow.

Learn to set up Salesforce Service Cloud, manage cases, and leverage the Knowledge Panel for enhanced customer support.

Discover how to segment emails, apply advanced filters, and automate communications using Merge Mail. Improve response times and maintain consistency in messaging with Salesforce's built-in email optimization features.

Master Salesforce reporting and analytics by creating reports, dashboards, and leveraging data insights.

Optimizing Knowledge Panel for Efficient Case Management

1. What feature allows you to link a Knowledge Article to a Case?

2. What is the difference between Dynamic Search and Full Search for Knowledge Articles?

Awesome!

Optimizing Knowledge Panel for Efficient Case Management

1. What feature allows you to link a Knowledge Article to a Case?

2. What is the difference between Dynamic Search and Full Search for Knowledge Articles?