Trailhead Baby

Trailhead Baby readers - How well do you know service cloud? Until a few weeks ago, my knowledge of service cloud was limited to an understanding that it exists. "You use service cloud?  Cool.  Isn't that for tracking cases?"  Weak, I know!  Then, Salesforce posted a Service Cloud superbadge.... Before doing the superbadge, I had to complete all of the prerequisites - showing my total ignorance of service cloud!  The superbadge itself was not that bad, so I thought, "Hey, why not tackle a Service cloud certification?"  (Plus, it is scheduled to rain tomorrow, so I can not go fishing) The next day.... Intrigued? Before we get to the "how," a huge Thank You is due to my great-grandmas from Illinois!  You are two of my most faithful readers - and this is how I spent the cash that you gave me for Christmas.  (I didn't have to sneak mom's credit card like I did last time!)  From 0 to Certified.... In case you are curious or ...

Part of doing the Service Cloud Specialist superbadge is trying new things, so I am putting up picture of new things that I've tried recently.  One of my favorite new things this week was taking a shower with my whole block collection.  Mom put me in the shower, and I sneaked out to grab the block bin and dumped it in.  I'm concerned to share photos because of the slight nudity, however, I can assure you that it was a glorious adventure.  Instead, I'll share my favorite Saturday new thing- walking to the coffee shop for a sprinkle donut!  Back to the superbadge... Challenge 4 Case Routing If you haven't taken the Onmi Channel module yet, now is a good time! I kept that particular module open one on screen while I walked through this step.  It is hard to give many hints about this step without giving away too many details - so - the best advice is to read through the challenge and label each step with the corresponding Salesforce term.  (IE - "The...

A confession - I know next to nothing about service cloud.  While I was excited that a new superbadge was available, it made me a little nervous that I had to do all of the prerequisites and tackle new things like macros.  New things - new year - let's get started! (Right after I finish guitar practice) If you are also a service cloud novice, the Omni-Channel Basics is a crucial prerequisite even though it is not officially required. Challenge 1 App Appearance  This, like all superbadges, requires a careful read through the instructions prior to any clicking.  I found it helpful to take a separate notebook and write down the steps that I would need for each challenge step - for example -  My rough notes for challenge 1: Create 2 profiles  Tweak service Console 3 new items on utility bar Allow access for new profiles Create User  Beware - After editing the service console, you might have to edit the new profiles.  I found i...