Thursday, 6 November 2014

The Service Console


Some time Agents need information to serve customers effectively and quickly. Information like contact and account details and service contracts and case history must be readily available.

At that time Agents want to see all information on single page on less number of click. For That we can user sales force console.

The Service Cloud Console screenshot below shows how this UI is differs compared to the regular Salesforce application.





What is the console?

The console is a tab that combines a list view and related records into one screen with different frames so that users have all the information they need when interacting with salesforce.com.

 
Set up the console in five steps:

1) Create console layouts to define what objects are available to users in the console's list view frame.
2) Choose the related objects to show in the mini view.
3) Define mini page layouts to customize the fields and related lists of the objects that display in the console's mini view.
4) Assign profiles to a console layout to provide users access to specific objects in the console's list view.
5) Add the Agent console to custom apps so that users can access the console from specific apps.
 
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.
 
 

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.


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.

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.

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.
 
STEP 6:- 
Make sure service console check box is checked on user.

Thanks
Amit Chaudhary