Some time Agents want info to serve customers effectively and quickly. info like contact and account details.At that point Agents need to visualize all data on single page on less number of click. For That we can use salesforce console.
The Service Cloud Console screenshot:-
What is the console?
The console is a tab that combines related records and list view and in one screen with different frame's.
Set up the console in five steps:
STEP 1 :--
1) Create console layouts to define which objects users can see from the console’s list view. For example, if you add cases to a console layout, then users whose profiles are assigned to that console layout can see list views of cases in the console's list view.
a. From Setup, click Customize > Agent Console > Console Layouts.
b. Click New.
c. Enter a name for the new layout.
d. Click Save.
e. Click Edit in the Selected List Views section.
• To add or remove objects to the layout, select an object, and click the Add or Remove arrow.
• To change the order of the objects as they will appear in the console's list view frame, select an object in the Selected List box, and click the Up or Down arrow.
f. To add or remove objects to the layout, select an object, and click the Add or Remove arrow.
g. To change the order of the objects as they will appear in the console's list view frame, select
an object in the Selected List box, and click the Up or Down arrow.
h. Click Save.
a. From Setup, click Customize > Agent Console > Console Layouts.
b. Click New.
c. Enter a name for the new layout.
d. Click Save.
e. Click Edit in the Selected List Views section.
• To add or remove objects to the layout, select an object, and click the Add or Remove arrow.
• To change the order of the objects as they will appear in the console's list view frame, select an object in the Selected List box, and click the Up or Down arrow.
f. To add or remove objects to the layout, select an object, and click the Add or Remove arrow.
g. To change the order of the objects as they will appear in the console's list view frame, select
an object in the Selected List box, and click the Up or Down arrow.
h. Click Save.
STEP 2:-
2) Define which related records display in the mini view when a record of a particular type is shown
in the detail view. For example, when a case is in the detail view, you can display an account,
contact, or asset in the mini view. To choose related objects:
a. From Setup, click Customize and choose a standard object, or from Setup, click Create > bjects and choose a custom object.
b. Select Page Layouts, and choose a page layout name.
c. Click Mini Console View.
d. Select which records associated with the record in the detail view will be displayed in the mini view. You can only select objects that are defined as lookup relationships and are included on the page layout.
e. Click Save.
in the detail view. For example, when a case is in the detail view, you can display an account,
contact, or asset in the mini view. To choose related objects:
a. From Setup, click Customize and choose a standard object, or from Setup, click Create > bjects and choose a custom object.
b. Select Page Layouts, and choose a page layout name.
c. Click Mini Console View.
d. Select which records associated with the record in the detail view will be displayed in the mini view. You can only select objects that are defined as lookup relationships and are included on the page layout.
e. Click Save.
STEP 3:-
3) Define mini page layouts for the records that appear in the mini view of the console. A mini
page layout contains a subset of the items in an existing page layout. Mini page layouts inherit
record types, profile associations, related lists, fields, and field-level security from the page
layout. To define a mini page layout:
a. Choose the page layout for the related object you want to customize.
b. Click Mini Page Layout.
Select which fields and related lists will be displayed for this type of record in the mini view.
For each related list you select, choose which fields to display in that related list.
• The more related lists you add to mini page layouts, the longer it may take the console
to process data.
• You can select all of the available fields and related lists to display in the console; however,
it is recommended that you only select a few so that users do not have to scroll to find
information.
• Selected fields and related lists display in the console even when they do not contain
content.
d. Click Save.
page layout contains a subset of the items in an existing page layout. Mini page layouts inherit
record types, profile associations, related lists, fields, and field-level security from the page
layout. To define a mini page layout:
a. Choose the page layout for the related object you want to customize.
b. Click Mini Page Layout.
Select which fields and related lists will be displayed for this type of record in the mini view.
For each related list you select, choose which fields to display in that related list.
• The more related lists you add to mini page layouts, the longer it may take the console
to process data.
• You can select all of the available fields and related lists to display in the console; however,
it is recommended that you only select a few so that users do not have to scroll to find
information.
• Selected fields and related lists display in the console even when they do not contain
content.
d. Click Save.
STEP 4:-
4. Assign profiles to console layouts to determine which console layouts users see:
a. From Setup, click Customize > Agent Console > Console Layout.
b. Click Console Layout Assignment.
c. Select a console layout to assign to a profile via the drop-down list.
d. Select the Console tab visibility settings for a profile via the drop-down list.
e. Click Save.
a. From Setup, click Customize > Agent Console > Console Layout.
b. Click Console Layout Assignment.
c. Select a console layout to assign to a profile via the drop-down list.
d. Select the Console tab visibility settings for a profile via the drop-down list.
e. Click Save.
STEP 5:-
5. Add the Console tab to custom apps so that users can access the console from specific apps:
a. From Setup, click Create > Apps.
b. Click Edit next to the app where you want to include the Console tab.
• To add or remove the Console tab to the app, select the Console tab, and click the Add
or Remove arrow.
• To change the order of the Console tab as it will appear in the app, select the Console
tab in the Selected List box, and click the Up or Down arrow.
c. Click Save.
a. From Setup, click Create > Apps.
b. Click Edit next to the app where you want to include the Console tab.
• To add or remove the Console tab to the app, select the Console tab, and click the Add
or Remove arrow.
• To change the order of the Console tab as it will appear in the app, select the Console
tab in the Selected List box, and click the Up or Down arrow.
c. Click Save.
STEP 6:-
Make sure service console check box is checked on user.
Thanks
Amit Chaudhary
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