Service Cloud Console

what are other service console features in lightning

-a lightning console app can be customized to show a pinned region that remains displayed as a user navigates between subtabs in the app. three different templates are available to pin: a page's header, left sidebar or both -in lightning experience, the path feature can be set up for case records to allow agents to focus on the most critical info at each stage and provide them with links to relevant feeds and tips for establishing and maintaining positive customer relationships -adding the accordion component on console pages organizes and presents information in sections which collapse and expand. this allows agents to focus on specific info since only one section is expanded at a time in a lightning console app, mass quick actions can be performed on up to 200 case records in a list view. the guided action list component can be added to a record page in a lightning console app to display a list of flows that agents can follow to resolve cases. a default list of flows can be configured for each service channel

what are some service console features in sf classic

-a service console in sf classic provides a tab based workspace where objects can be selected from the navigation tab -records are displayed in a list which can be pinned on the left or at the top of the screen -records can appear as primary tabs or subtabs of related records -case feed and details can be accessed to view and interact with cases -footer can be used to access tools such as macros and live agent -custom components such as visualforce pages, related lists and lookups can be accessed in sidebars -the highlights panel at the top provides key information about a case -knowledge sidebar suggests relevant knowledge articles that can be attached to a case or emailed to customers

what are the salesforce classic service console features

-branding -case feed custom component external objects footer highlights panel history interaction log keyboard shortcuts knowledge one knowledge sidebar live agent macros -multi-monitor components -omni channel pinned lists push notifications quick text responsive lists saving user sessions softphone whitelist

service console implementation in lightning experience

-lightning experience comes with a standard service console app that can be customized -the console app can be customized based on business requirements from the app manager in lightning experience set up -the app manager allows configuring features such as branding, navigation bar, tabs and utility bar -the lightning app builder can be used to create or customize lightning pages for the records that are displayed on the console. standard, custom and third party lightning components can be utilized for customization -to access and use a lightning console app, users must have the lightning console user permission and their profile must be added to the console app. -users with salesforce licenses such as sales cloud and service cloud feature licenses have the lightning console user permission enabled by default -for users with salesforce platform licenses, a lightning console permission set license can be assigned to enable the lightning console user permission

what are the main features supported by macros in salesforce classic and lightning experience

-macros work with publisher actions on a record page such as email and log a call -macros can be created and run using the macros widget or utility -the macros widget is available in salesforce classic which the macros utility can be used in lightning experience -individual macros can be shared in salesforce classic while they can be shared using folders in lightning experience -it is possible to share them with users, public groups and more. organization wide default sharing settings and sharing rules can also be defined -lightning experience and salesforce classic email templates can be used in macros to promote consistent messaging and increase productivity. in lightning experience, the email action in macro builder can be used for this -the "insert attachment" action can be used to insert files as attachments

omni channel in service console in lightning

-omni channel can be set up to route case records to agents working in the service console and the omni channel utility can be added to the console footer or utility bar it can be configured to use queue based routing and skills based routing simultaneously queue based routing allows routing cases records by the priority of the queue that agents are assigned to skills based routing allows routing case records to the agent who have the skills necessary for them. but it cannot be used to route live agent chat or sos

service console navigation in lightning

-split view allows support agents to view a list view at the same time as workspace tabs and sub tabs. the records in a list view are based on the object selected in the navigation bar. once a record is selected in the list view it is displayed as a workspace tab or a sub tab navigation rules a list view can also be displayed as a table which covers the entire workspace. however, unlike the split view, it does not allow viewing the records in the list while working on individual records in the workspace

service console navigation in sf classic

-the workspace displays a list which allows support agents to select the records they want to view. the records in the list are based on the type of object selected in the navigation tab the list can be pinned on the left or at the top of the screen where it is always visible. it can also be unpinned and made full screen so that it is only visible when the navigation tab is selected all records in the workspace appear as tabs to allow agents to quickly find, update and create them on one screen. a primary tab displays the main record such as an account. a subtab displays related records like cases or contacts on an account

service console features in lightning experience include

-viewing multiple records and their related records on the same screen -records are displayed in a list view. split view displays the list view at the same time as the workspace tabs -a preconfigured three column layout displays all the information related to a case -feed and details area allows viewing or updating a record -custom lightning pages that utilize lightning components can be created for the record pages in the console - the utility bar allows access to common processes and tools such as history, notes, macros, etc.

what are the main features of quick text in lightning

1. can be used on all standard and custom objects and supports the insertion of merge fields for accounts, cases, contacts, custom objects, leads, opportunities, organization, users and work orders 2. it supports emails, events, knowledge articles, live agent chats, log a call actions, social posts and tasks 3. a quick text message can be assigned to a category and support channel. for example, messages can be assigned to the email channel so that they are available in the email action 4. to launch the quick text browser while using a particular channel, rich text fields include a button in the toolbar and plain text fields display a popup button. keyboard shortcuts may also be used 5. quick text messages can be used in macro instructions by support agents to be even more productive but macros do not observe quick text channels. the quick text icon in macro builder can be utilized to search for quick messages

what are some of the main lightning components that can be added to the utility bar in lightning

1. history: this component allows access to recently visited primary tabs and subtabs 2. notes: this utility can be used to create, view and associate notes with records 3. softphone - similar to the softphone widget in sf classic, this utility allows receiving incoming calls and making outgoing calls 4. omni channel - the omni channel utility can be used only in the service console app in lightning experience. it routes work items to support agents based on their availability 5. macros - macros can be created using the macro builder. a support agent can run a macro to automate repetitive tasks

some of the main components that can be accessed in the console footer in sf classic are as follows:

1. softphone - if a call center has been set up, the softphone can be accessed to answer incoming calls and make outgoing calls. it also offers many other features such as screen pop, looking up a phone number in the directory, putting a caller on hold, transferring a call, automatic call logging, etc. 2. live agent - if live agent has been set up, the live agent component can be accessed to assist customers using real time chat 3. macros - the macros component can be used to automate repetitive tasks in the console such as updating the status of a case or sending an email 4. knowledge one - the knowledge one widget allows searching, sending and creating articles without leaving the workspace

some of the main functionalities available in the workspace in sf classic are as follows

1. support agents can access records from a list, perform quick actions using the case feed and edit details using the details area 2. the footer can be used to access features that allow interaction with customers such as live agent and softphone 3. custom components can be used to access features such as visualforce pages, report charts, related lists, etc. 4. knowledge sidebar can be accessed to automatically view relevant knowledge articles that can help agents close cases faster 5. the interaction log allows writing notes on records 6. the look and feel of the workspace can be changed so that it matches the company's branding

some of the main features and functionalities available in the lightning workspace are as follows

1. the workspace uses a navigation friendly three column layout for cases in which each column displays different types of information 2. case feed and details can be accessed to perform quick actions and view and update case records 3. various types of utilities can be accessed from the utility bar at the bottom. examples include softphone, macros, live agent, omni channel, etc. 4. if lightning knowledge has been enabled, the knowledge component can be accessed to view suggested articles

app details and branding for service console in lightning

a console app can be edited from the app manager in order to access app details and branding options a custom app name and description can be specified a custom logo and primary color can be selected for the app

provide one screen that has access to all info related to servicing a customer request including pulling data from different applications to prevent constantly switching between applications

a custom component that integrates with other systems can be added to the console

omni channel in service console in sf classic

a feature that can assist in assigning cases to agents. It needs to be exposed as a footer component in the console layout; the component is called the omni channel widget

increasing productivity using macros

a macro is a set of instructions that allow agents to complete repetitive tasks automatically using a single click. each instruction in a macros is executed by salesforce automatically, helping agents save time and add consistency to their work

keyboard shortcuts in lightning service console

a number of default shortcuts help users navigate and work with records faster and without using their mouse

service console branding in in sf classic

a service console can be branded by adding a custom logo to its header and specifying colors for its header, footer and primary tabs

softphone in service console in sf classic

a softphone widget in a console allows viewing records related to phone calls as well as receiving, placing and transferring calls. the softphone can be displayed in the console footer

quick text in lightning service console

allows inserting predefined messages like greetings, answers to common questions and short notes in the case feed publisher, emails, chats, tasks, events and more

split view in lightning service console

allows viewing multiple records and their related records on the same screen and quickly working through records from a list

the system admin of an org has set up a service console app in salesforce classic for support agents. the agents should be able to access the work they were working on after logging out and logging back in

by default saving user sessions is enabled for a console app in salesforce classic. users can quickly return to what they were working on when they log in again

softphone utility in lightning service console

can be added to the utility bar to allow service console users to make and receive calls directly in salesforce

service console features in salesforce lightning

case hovers custom branding customizable lightning console pages external objects highlights panel component history utility keyboard shortcuts knowledge component lightning components live agent macros utility navigation rules notes utility omni channel utility service specific set up flows split view softphone utility quick text

live agent in sf classic

chat can be integrated into the console. agents can interact with customers in real time while viewing case and customer info

whitelist in service console in sf classic

console users can be allowed to access domains outside of salesforce by adding them to a white list

the developer of an organization is working on setting up a service console app for salesforce classic. multiple visualforce pages and report charts need to be added to the console to allow agents to analyze info and send it to an external system

custom components can be used to customize, extend or integrate the console with other systems. they can display various types of content such as visual force pages, related lists and report charts

service console custom component in sf classic

custom components can be used to customize, extend or integrate the console with other systems. they can display various types of content such as visualforce pages, related lists and report charts

external objects in service console in sf classic

data from external objects (data sourced from outside salesforce via salesforce connect) can be displayed in the console

external objects in lightning service console

data from external objects can be displayed in the console

handle emails with customers in the same workspace as the agent is working in when dealing with cases

email responses can be sent from the case feed within the console

users need to be able to see data from an external system while in the console

external object can be displayed in a console using salesforce connect so agents can see all info they need in one area

attach articles to cases that describe solutions that have been communicated to customers

from the knowledge sidebar, agents can attach articles to cases

highlights panel in service console in sf classic

highlights panel is used to highlight key information about a case at the top of the screen. it is customizable and can display up to four columns of fields

reduce the need to navigate to different object pages back and forth. see records and their related items as tabs on one screen so that you never lose context or navigate too far from a record

in the service console, records of object can be opened as primary tabs or subtabs of other objects

use keyboard shortcuts instead of the mouse to speed up common operations. save time and use the keyboard instead of the mouse to perform operations within the console

keyboard shortcuts can be used in the console. default ones can be used or new ones created in the service console in salesforce classic. examples include shortcuts to open and close tabs, move between tabs and save records.

keyboard shortcuts in service console in sf classic

keyboard shortcuts can be used in the console. default ones can be used or new ones created. examples include shortcuts to open and close tabs, move between tabs and save records

omni channel utility in lightning service console

lets lightning console users to receive work requests routed through the omni channel

customizable lightning pages in lightning service console

lightning app builder can be used to create custom record pages for the service console. the page template can be defined for record pages. lightning components can be stacked or nested using the tabs or accordion component. components such as related list and related record can be utilized

Pinned lists in service console in sf classic

lists can be displayed at the top of the page or on the left side of the page where they are always visible

handle chats with customers in the same workspace as the agent is working in when dealing with cases

live agent can be integrated into the service console and case can be created from a chat if required

live agent in lightning service console

live agent is available for the the lightning service console app to allow agents to chat with customers

macros in the service console in sf classic

macros allows automation of repetative actions, such as updating a case status or sending a standard email template

macros utility in lightning service console

macros can be created using macro builder and run to automate common repetitive tasks and resolve issues with a single click

work across multiple monitors

multi monitor components can be used to move portions of a console across multiple screens. tabs or cti softphones can be popped out

navigation rules in lightning service console

navigation rules can be defined to determine whether records of an object open as workspace tabs or as a subtab of a related record

the support director of an organiation would like to make it easier for support agents to navigate cases and contacts related to any particular account in the salesforce console for service in lightning experience

navigation rules can be defined to ensure that cases and contacts open as subtabs of the related account record in the service console app

custom branding in classic

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custom components in classic

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highlights panel in classic

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interaction logs in classic

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service console implementation in salesforce classic

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tabs and pinned lists in classic

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save agents from having to repeatedly look at case quest to find cases they can work on

omni channel can be configured to push work to agents in real time. work is assigned to the most qualified and available agent

support channels in service cloud include

phone, email, web chat, social network channels and more

push notifications in service console in sf classic

push notifications can be set up so that users can see whether the record they have been working on has been changed by another user

don't duplicate effort when working on cases and be aware of other users' changes immediately

push notifications can be set up to alert agents if the record they are working on has been changed by another user

increasing productivity using quick text in lightning

quick text can be used by support agents to increase their work efficiency in either sf classic or lightning experience. it allows inserting pre-defined messages such as greetings, notes and answers to common questions

save time by not constantly rewriting the same response in cases

quick text can be used to define frequently used text

quick text in service console in sf classic

quick text is a way to quickly insert pre-written responses to common customer situations. quick text can be added to chats, tasks, events, emails, knowledge, live agent and some internal fields. quick text is also available in macros

responsive lists in service console in sf classic

responsive lists resize dynamically and give list views a modern look and feel. and optional row hovers allow previewing a record without opening it

what allows support agents to work on multiple records on a single screen and access different types of common productivity tools, making them work more efficiently. its a tab based work space app for support agents reduces time spent clicking and scrolling to quickly find, update and create records

service console

an organization using lightning experience would like to allow its support agents to work on ccases more efficiently by automating certain repetitive tasks like updating certain custom fields and sending an email using the case feed

service console app can be set up for lightning experience with the macros utility. macros can be created using the macro builder. a macro can be run to automate repetitive tasks performed by a user in the console

agent workspace in lightning

similar to the service console in salesforce classic, the workspace of the service console in lightning experience allows access to all the info and tools necessary for support agents to work on cases and other records

navigation set up in service console in lighting

split view is enabled by default and it can be opened or minimized by users -the items and objects that appear in the navigation bar can be selected in app settings navigation rules can be defined to specify whether records of specific objects should open as workspace tabs or subtabs of related records records open as subtabs under the workspace tab of the primary record for example, cases can be opened as subtabs of accounts

case feed and details in sf classic

support agents are able to see information about a selected case at a glance using the case feed. quick actions such as posting a message, sending an email or logging a call can also be performed. the actions that have been taken on a case can be viewed. the workspace also displays the details pertaining to each case once a user clicks the "details" icon. the feed and detail pages of other records such as accounts and contacts can also be viewed the most important details related to a case are displayed in the highlights panel at the top of the screen above the case feed and details area

custom branding in lightning service console

the colors and branding of a service console app can be customized according to a company's requirements

footer in service console in sf classic

the console footer contains persistent application level widgets like macros and softphone

console footer in sf classic

the footer of the service console in sf classic is visible at the bottom of the workspace. it allows access to several features tools that help improve the productivity of agents, allow interaction with customers and improve work efficiency

quickly and easily spot important fields on records

the highlights panel can be configured to display key fields

highlights panel component in lightning service console

the highlights panel component displays record highlights along with action buttons to allow console users to see critical information at a glance

history in service console in sf classic

the history component can be added to the footer so that users can quickly access recent primary tabs or bookmarks without having to search salesforce

history utility in lightning service console

the history utility lets lightning console users see their recently visited primary tabs and subtabs from a console utility bar

efficiently record notes of a customer interaction

the interaction log allows agents to take notes while viewing case and related info in the service console

knowledge componenet in lightning service console

the knowledge component allows agents to see suggested articles for the case they're viewing, or perform a search to find more articles. they can use the component to attach an article to (or remove an article from) a case, follow and unfollow articles and search within knowledge

knowledge one in service console in sf classic

the knowledge one widget allows searching, sending and creating article without leaving a case

salesforce knowledge is being used by an organization to store articles related to case resolution. support agents require access to relevant articles while they're working on cases in the service console app in salesforce classic

the knowledge sidebar can be used for this requirement to automatically search the knowledge base based on info in the case and suggest relevant articles

provide quick and efficient access to the knowledge base while processing a case to find information that can help solve an issue or answer a question

the knowledge sidebar can be used to automatically search the knowledge base based on info in the case and suggest relevant articles

knowledge sidebar in service console in sf classic

the knowledge sidebar can be used to automatically search the knowledge base based on information in the casea and suggest relevant articles

lightning app builder for service console in lightning

the lightning app builder can be used for various customizations for the service console: -highlights panel can be added to a console page. its content can be customized using compact layout or page layout -components such as related record andn related list can be added to console pages -components can be stacked or the tabs or accordion component can be used to nest other components -the knowledge component can be added to the cage page -pages can be created using the pinned region page templates

notes utility in lightning service console

the notes utility in the utility bar allows creating, viewing, and associating notes with records

a few service specific custom lightning components have been created by developers at cosmic software solutions. these components need to be utilized on the pages of the service console in lightning experience

the pages of service console in lightning experience can be customized using lightning app builder. standard, custom and third part components can be added to the pages

utility bar set up in lightning service console

the utility bar can be configured from the utility bar section of app settings various productivity tools such as macros and notes can be added to the utility bar so that they can be accessed at the bottom of the service console standard and custom lightning components can also be added to the utility bar for certain utility items such as visualforce and open cti softphone, properties such as icon and panel size can be configured if a component requires time to initialize, a checkbox can be selected to start loading the data for the component in the background when teh console app first oepns some of the most common utilities that can be added to the utility bar are as follows: history, softphone, omni channel and macros

utility bar in lightning experience

the utility bar is a fixed footer at the bottom of the workspace that allows quick access to common productivity tools and other lightning components. agents can click on utilities in the bar to open them in docked panels

3 column layout of service console in lightning experience

the workspace of a service console in lightning experience uses a pre-configured navigation friendly three column layout for cases the 3 columns correspond to different features and information as follows: 1. in the first column, case details, contact details and related cases for the parent account are displayed using the "related record" and "related list" components 2. in the 2nd column, a compact case feed allows performing quick actions and lets agents view case updates. the highlights panel diplayed above the case feed shows key info at a glance. case details can also be viewed and updated from the details tab 3. the third column displays related lists and the knowledge component

agent workspace in sf classic

the workspace of a service console is where agents are able to manage multiple records on a single screen as well as use multiple applications while keeping the context of cases. it provides all the information and tools required by support agents to resolve cases

interaction log in service console in sf classic

this interaction log allows agents to enter notes in call logs while working on cases

saving user sessions in service console in sf classic

user sessions can be saved automatically when a user closes their browser or logs out of salesforce. users can quickly return to what they were working on when they log in again

lightning components in lightning service console

using the lightning app builder, lightning components can be added to lightning console pages for additional functionality. standard custom or third party components can be used

service console case feed in sf classic

using the publisher, agents can send emails to customers, respond to customers' queries via social media and perform quick actions like updating a field

service specific set up flows in lightning service console

walk users through setting up email to case, integrating with twitter and facebook, creating a lightning community and enabling lightning knowledge, live agent, and omni channel

case hovers in lightning service console

when a user hovers over a case number, case hover gives users a sneak peek at the details of the case, including the description and the latest update

multi monitor components in service console in sf classic

with multi monitor components, one can pop out primary tabs or Open CTI soft phones from browsers and drag them across multiple monitors. it is also possible to move the history component, live agent chats but not the footer component. and any console components included in a console's footer

is service console available for both classic and lightning?

yes but some features in salesforce classic console apps are not available in lightning console apps