Etienne Giraudy

How to Implement a Smart Template for Case Feed

Oct 12, 2012 By Etienne Giraudy

How to Implement a Smart Template for Case Feed

In Salesforce’s Winter '13 release, the Case Feed UI is gaining a very powerful customization option: Smart Templates. In the old world of customer service, agents must manually select the correct email template - potentially scouring many libraries to do so. Now, when an agent opens a... Read More

Inside Salesforce Knowledge: Data categories, article categorization and knowledge based security

Jun 30, 2011 By Etienne Giraudy

Inside Salesforce Knowledge: Data categories, article categorization and knowledge based security

This post explores a structuring feature of Salesforce Knowledge: Data Categories. What are data categories Data categories are administrator-controlled hierarchical taxonomies which are used for two purposes: organizing the knowledge-base content and also providing a way to secure the access to... Read More

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