Zendesk is good tool for support but still we have to move to Salesforce for reasons – like level of customization, tightly coupled with Sales and Marketing, good for enterprise org and so many other reasons. But while migration, you must need to take care following things: DATA MIGRATION Knowledge Article Migration Ticket and Comment …
There is a very powerful feature in classic console that whenever any changes happens at any record by other users, you can know it in list view and case detail page as well: https://trailhead.salesforce.com/en/content/learn/modules/service_console_customize/service_console_customize_push But unfortunately, Salesforce does not provide this feature in lightning service console yet — a real pain for support agent. Here is an idea …
PROBLEM STATEMENT SOLUTION Below given solution is use to Apex script to query Knowledge and make change and then publish in mass. This peice of code further can be used anywhere in Anonymous Window (Developer Console –> Debug –> Open Execute Anonymous window) or Apex Class/Trigger. Query Published articles and make desired changes (skip if …
