Change the Console/ App in Salesforce.
- To switch to another console app or back to a standard app, use the App Launcher.
- The name of the app you're currently in is displayed next to the App Launcher.
- Once in split view, click the navigation item again to switch back to table view, or use the Display as dropdown.
Full Answer
How do I access Salesforce service console and sales console?
Lightning Experience Consoles Salesforce provides standard Lightning console apps for Sales and Service. To access these apps, you must be assigned the correct feature license. From the App Launcher, find and open Service Console or Sales Console. These apps are designed to meet all your Service and Sales needs and can be customized.
How do I create a console app in Salesforce Lightning?
Each console is a custom app that users select from the Lightning Platform app menu. The number of console apps you can create is based on your Salesforce org’s custom app limits. 1. From Setup, enter Apps in the Quick Find box, then select Apps, then click Next.
How do I edit a Salesforce classic console app?
Customization Limitations Note: To edit a Salesforce Classic console app, you must be in Salesforce Classic. From Setup, enter Apps in the Quick Find box, then select Apps and click Edit next to your console app. You can’t upgrade a Salesforce Classic console app to Lightning Experience.
Why can't I use a softphone in a Salesforce console?
If you use Visualforce pages with CSRF protection, your agents can receive errors when trying to access the page. •Call center users can only use a softphone in a Salesforce console if they're using a CTI adapter built with Open CTI. •Chat is only available for a console with the Service Cloud.
How do I switch to sales console in Salesforce?
To have the console for sales enabled for your Salesforce org, contact Salesforce.Customize highlight panels for all objects and turn them on.By default, your org has the “Sales Console User” permission set license. ... Assign the Salesforce Console User Permission Set to Sales Console Users.Optionally, for sales reps:More items...
How do I navigate to 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...•
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 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 get to the service console in Salesforce lightning?
Set Up the Salesforce Service Console in LightningClick the gear icon. ... Enter App Manager in the Quick Find box, and select App Manager.Click the New Lightning App button and follow the screens to add the new app details.Fill in the App Details & Branding information. ... Click Next.More items...
How do I change the console layout in Salesforce?
From Setup, enter Console Layouts in the Quick Find box, then select Console Layouts. Click New and optionally choose an existing layout to clone. Enter a name for the new layout. Click Save.
What is service and service console?
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.
Is Service console available in sales Cloud?
Service Cloud is an add-on to Sales Cloud. Sales Cloud includes Cases and Email-to-case, whereas Service Cloud includes features like Entitlements and Milestones. It is mainly omnichannel. The console is an added feature in Service Cloud, setting it apart from Sales Cloud.
How do I deploy a service console to production in Salesforce?
How do I move it to production? Setup > App Setup > Deploy > Deployment Connection > Allow Inbound Change Set. Setup > App Setup > Deploy > Outbound Change Set > Create new change set > You have to include the component manually which you want to send to production, they will not automatically get added to change set.
What is service cloud console?
The service cloud console is a simple customer support application to track and resolve cases. All the tools are at your fingertips to ensure proactive participation in the conversations about your products and services. The service cloud console is a simple customer support application to track and resolve cases.
What is 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.
What is service app in Salesforce?
The Service Console app provides agents a full view of each customer case and gives them the tools to resolve each case quickly. Use the console app to view multiple records and their related records on the same screen, and work through records from a list using split view.
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.
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.
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.
How to edit Salesforce Classic?
Note: To edit a Salesforce Classic console app, you must be in Salesforce Classic. From Setup, enter Apps in the QuickFind box, then select Apps and click Edit next to your console app.
What is a subtab in Salesforce?
(1) A primary tab is the main item to work on, such as an account. (2) A subtab is a related item on a primary tab, such as an account’scontact. Salesforce doesn't limit the number of tabs you can display.
How many tabs are there in the console?
Each console displays one navigation tab. Your administrator determines the list of objects you can choose from a navigation tab, butif it’s turned on for you, you can click Customize My Tabs to hide, display, and organize the objects.
Can you turn on knowledge in Salesforce?
If Salesforce Knowledge is set up, you can turn on the Knowledge sidebar so that users working oncases can automatically see relevant knowledge articles that can help them close cases faster.
Can admins save session in Salesforce?
Administrators can save user sessions so that when you close your browser or log out of Salesforce,you can quickly return to what you were working on when you log in again.
Can you add history to Salesforce footer?
If a console is set up, you can add the History component to the footer so that users can quicklyaccess recent primary tabs or bookmarks without having to search Salesforce.
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.
What is the easy to navigate tab on sales page?
Easy-to-navigate tabs at the top of the page give reps a fast way to see leads, opportunities, prospects, accounts, campaigns, and more. Now salespeople can access and review anything they want in the sales process without jumping from screen to screen, eliminating the need to dig for data.
What is inside sales rep?
Inside sales reps can easily manage their inbound lead queue and tasks on one screen, providing easy access to key lead details and sales intelligence, and helping them qualify and move more deals to the next stage.
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