What is Service Console in Salesforce?
The Service Console is a standard Salesforce Lightning console app that you can customize to meet the team’s case management needs, allowing them to access all things case-related, all from one screen.
How do I set up the Service Console in Salesforce Lightning?
Set Up the Salesforce Service Console in Lightning Now that Knowledge is enabled, create Ursa Major Solar’s Service Console app, which serves as the center for case management. Use the Setup Flow to get started customizing all the features the Lightning Service Console has to offer. Click the gear icon and select Setup.
What do you like most about Salesforce center console?
The most notable feature of SCC is that it is very easy to plug in custom Visualforce pages within the console and the ability to build custom integrations directly into the console making it very extendible.
How do I open the service console?
The console automatically opens as the default view. (If your admin hasn’t customized the console, it’s even easier to find: Just open the App Launcher, enter service console in the Quick Find box, and select the result.) Ada can see the case record, account information, contact details, and other related files all in one place.
How do I change the service console in Salesforce?
Do this by creating a custom compact layout for the highlights panel.Click the gear icon. ... Click the Object Manager tab.Click Case.Click Compact Layouts from the menu on the left.Click System Default, then click Clone.Fill out the details for the compact layout.More items...
How do I get to the service console in Salesforce?
To enable the service console:On the Salesforce Setup page, navigate to Administer > Manage Users > Users.Click the Edit link for the desired user.Select the Service Cloud User checkbox; then click Save. ... In the Search box, search for Apps and click on the Apps link.Select the Console option and then click Next.More items...•
What is the service console in Salesforce?
The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud, an application devoted to customer service, support and customer experience. With a unified console, agents can view all relevant customer information related to a customer case, or customer support incident.
Where would you customize the lightning service console app?
From Setup, in the Quick Find box, enter App , and then select App Manager.Click New Lightning App, and walk through the New Lightning App wizard.On the App Details and Branding page, give your app a name and description, set its primary branding color, and give it a logo.More items...
What is the difference between service and service console?
Service Cloud is your whole Salesforce instance / org. Service Console is just one of the Apps in your Service Cloud. You can access Service console from Apps. It is a tab-based workspace that lets you manage multiple records on a single screen.
How do I change the console layout in Salesforce?
From the console layouts list page, accessed in Setup by entering Console Layouts in the Quick Find box, then selecting Console Layouts, you can:Click New to create layouts.Click Edit to modify a layout.Click Del to delete a layout.Click Console Layout Assignment to assign console layouts to profiles.
How do I add a tab to the service console?
Navigate to: Classic: Setup | Create | Apps | Click on any Console App | Edit | Enable 'Show Customize My Tabs on the Navigation Tab' and Save.
How do I enable the service console in Salesforce Classic?
Create and customize a console app, then assign the Service Cloud User feature license to users. To enable a console for the first time, contact Salesforce then assign users the correct permission set license and user permissions. To create a console, administrators must create a console app.
How do I create a console in Salesforce?
The number of console apps you can create is based on your Salesforce org's custom app limits.From Setup, enter Apps in the Quick Find box, then select Apps, then click Next.Click New, select Console , and click Next. ... Type a label for the app, then click Next. ... Optionally, add a custom logo.More items...
How do I edit the lightning app in Salesforce?
From Setup, in the Quick Find box, enter App , and then select App Manager.Click New Lightning App, and walk through the New Lightning App wizard.On the App Details and Branding page, give your app a name and description, set its primary branding color, and give it a logo.More items...
What is Salesforce lightning console?
The Lightning Sales Console is a standard Salesforce Lightning app that gives you all your sales tools at your fingertips to prospect leads, close deals, and manage relationships. Keyboard Shortcuts for Lightning Console Apps. Use keyboard shortcuts to work efficiently in Lightning console apps.
How do I create a service request in Salesforce?
Customize the Create Service Request SubflowFrom Setup, in the Quick Find box, enter Flows , and then select Flows.In the list of flows, next to Subflow: Create Service Request, click Open.Click Save As, and select A New Flow.Enter a label for the flow, and click Save.In the left pane, click the Manager tab.More items...
Create a User and Enable Knowledge
Before you create Ursa Major Solar’s Service Console app, ensure that all of the settings are enabled for the tools you need to access in the service console. One of these tools is Salesforce Knowledge. Enable Knowledge for Ursa Major Solar.
Set Up the Salesforce Service Console in Lightning
Now that Knowledge is enabled, create Ursa Major Solar’s Service Console app, which serves as the center for case management. Use the Setup Flow to get started customizing all the features the Lightning Service Console has to offer.
Test Your Work
You just used the Setup Flow to customize the Service Console for Ursa Major Solar. To see what the user experience is like for Ada and her team, go into the Service Console app you just created and click around to view the features you just built into it.
Resources
You’ll be completing this project in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
How to create a new app in Salesforce?
Click on the “New” button to create new Apps. Step 5 – Now select the console type check box . Step 6 – In the app label field type “Service Cloud Console” then click next. Step 7 – If you want to insert an image for this console in your Salesforce, you can insert it here. Step 8 – Select the field account, leads, ...
What is SCC in Salesforce?
Service Cloud Console is a Salesforce application that is designed for users in a fast-paced environment that need to find, update, and create records quickly. SCC introduces a tabbed environment in which users are able to look at different groupings of records in one screen via a Secondary and Primary tab. It also has agents that are available in the footer (if licensed) as well as it can be programmed to give messages to these agents such as system being down etc. Another notable feature is that it has keyboard shortcuts so that power users are able to save time switching between tabs and saving information. The most notable feature of SCC is that it is very easy to plug in custom Visualforce pages within the console and the ability to build custom integrations directly into the console making it very extendible. Another cool feature is the ability to have an interaction log which allows you to quickly create tasks whilst you are on the phone with customers.
How to highlight a field in Salesforce?
Step 1 – In Salesforce, go to account layout for creating highlighting panel. Step 2 – Click on the highlighted portion and selected field for highlight panel in Salesforce and then click OK. Step 3 – Click on the layout property and click on the highlighting check box, then click the OK button. Lastly save this layout.
Learning Objectives
Focus on The Right Customer Information
- The console brings together all Service Cloud features in one place and on one screen. You can think of the console as a service agent’s workspace for interacting with customers and resolving customer requests as quickly as possible, no matter the customer or agent’s location or engagement point. Let’s tour the console.
Tour The Console
- After Ryan takes a call and opens a new case, the automatic workflow rules route it to Ada for evaluation. Ada gets an email alerting her that she’s been assigned a new case and because it came in from Platinum Support, she wants to take a look at it right away. She goes straight to the console, so she can see the new case and all other associated records. Ursa Major Solar’s admi…
Mobile, Accessible, and At-Home Ready
- Just like other Salesforce features and tools, the console is available through the Salesforce mobile app, so you can create, edit, and view your data in real time, no matter where you are. Whether you’re working at home, signing on to a virtual meeting, or out in the field to visit a customer, you can pull up information from the console to your smartphone, tablet, or laptop. Al…
Resources
- Trailhead:Mobile App Basics
- Trailhead:Accessibility Basics
- Salesforce Help:Accessibility Standards
- Salesforce Help:Lightning Service Console