Service Cloud Console

Step 1 : Introduction to Salesforce Console

A Service Cloud console is an app that’s designed for users in fast-paced environments who need to find, update, and create records quickly. It improves on the Console tab by letting you:
• Work with fewer clicks and less scrolling
• Limit switching between pages
• Use keyboard shortcuts to perform actions
• Easily spot important fields on records
• See records and their related items as tabs on one screen so that you never lose context or navigate too far from a record
• Jot notes on each record in an interaction log
• See visual indicators in real time when lists and records are changed by others
• Solve cases by quickly scanning Salesforce Knowledge articles
• Access a SoftPhone for Salesforce CRM Call Center in a footer instead of a sidebar
• Chat with customers in real time using Live Agent

Step 2:Customizing Highlights Panels for a Service Cloud Console
1. Edit any page layout and click Layout Properties.
2. Check Highlights Panel, and click OK.
3. Click Save.

Step 3:Creating a Service Cloud Console App

Step 4:Adding Custom Console Components to Page Layouts

1.For standard objects, from Setup, click Customize > Object > Page Layouts.

   For custom objects, from Setup, click Create > Objects, then choose the object.

2. Click Edit next to a page layout.

3. Click Custom Console Components.

4. Next to the sidebar in which you want to add your component, type the name of the Visualforce page and select the Visualforce page.

5. Enter the height or width of the component as it should display in a console.

6. Click Save.

Adding Custom Console Components to Apps

1. From Setup, click Customize > Service Cloud Console > Custom Console Components.

2. Click New.

3. Type a name for your component.

4. Click Hide to hide your component from console users.Hidden components don’t display to console users, but they can still function in the background.

5. In Button Name, type the label that will display on the button users click to launch your component. For example, Live Chat.

6. In Button CSS, enter the in-line style used to define how the button looks to users who click it to launch your component.

7. Enter the width of the button as it should display in the console.

8. In Visualforce Page, type the name of your component and select it.

9. Enter the height and width of the window used to display your component in the console.

10. Click Fixed Width or Fixed Height to prevent users from changing the dimensions of the window used to display your component.

11. Click Save.