In Service Console, your primary navigation tool is the dropdown in the navigation bar called the object menu. From here, you can select any object and access list views for that object. When you click on a record, it automatically opens up as a new tab, so it’s there when you need it.
- Click 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.
Table of Contents
How do I access the Salesforce console?
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 enable service cloud in Salesforce?
A Step by Step Guide to Enable Service Cloud in Salesforce. Step 1: In your Salesforce, go to account page layout and go under highlighting panel. Step 2: Click on the setting icon of highlighted portion a pop up will appear and select field for highlight panel and then click OK.
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 to assign Salesforce console user permission set?
Select Salesforce Console User. This standard permission set is already created for you and comes with the Sales Console permission set license. Click Manage Assignments and assign users to the permission set. You can also choose to clone the “Salesforce Console User” permission set instead and assign Sales Console users to the clone instead.
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.
Is service console available in 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 change the service console in Salesforce?
To create a layout for the Agent console: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.Click Edit in the Selected List Views section.More items…
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 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.
What is the difference between service and service console in Salesforce?
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 know if I have Salesforce service Cloud?
You can check either the user assigened Service cloud feature license under the user details page with “Service Cloud User” is ticked or not. also from setup -> company information, you can find out the total list of feature licensed enabled in your org and used licenses, remaining licenses.
What is service Cloud user in Salesforce?
Service Cloud enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents. The purpose is to foster one-to-one marketing relationships with every customer across multiple channels and devices.
What is a service console?
The Service Console is a standard Salesforce Lightning console app that meets all your service needs. You can customize this app to make it your own.
How do I create a console application 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 setup a service cloud?
Go to Setup => Search as ‘Users’ => List of users will be displayed. List of users is displayed => Click the ‘Edit’ link beside it. Enable Service Cloud User checkbox and click the ‘Save’ button. Then provide visibility to the Service Console.
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, …
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.
What is SCC in Visualforce?
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.
What is a service console?
Service Console brings Service Cloud features together in one place. It’s where you can go to get a full view of each client and access the tools you need to manage data related to service delivery.
What is the utility bar in Salesforce?
The utility bar runs along the bottom of the console and provides a shortcut to all the tools you need to provide a smarter, quicker resolution for every client issue. It’s like a Swiss Army knife for record management (minus the sharp edges) and is fully customizable by your Salesforce admin. Anthony has a link to History, Notes, and Macros on his utility bar, so he can quickly flip to a record he was recently viewing, take notes during a conversation, or automate some of the repetitive actions he regularly takes on his cases.
Where is the object menu in Service Console?
Object Menu (1) In Service Console, your primary navigation tool is the dropdown in the navigation bar called the object menu. From here, you can select any object and access list views for that object. When you click on a record, it automatically opens up as a new tab, so it’s there when you need it.
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.
Learning Objectives
See more on trailhead.salesforce.com
Focus on The Right Customer Information
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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
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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…
Resources
- Trailhead:Mobile App Basics
- Trailhead:Accessibility Basics
- Salesforce Help:Accessibility Standards
- Salesforce Help:Lightning Service Console
Learning Objectives
Focus on The Right Information
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Service Console brings Service Cloud features together in one place. It’s where you can go to get a full view of each client and access the tools you need to manage data related to service delivery. A console in Salesforce is a special kind of app that lets you view and open multiple records for different objects all in one window. Service Console is the out-of-the-box console app for Servic…
Getting Around Service Console
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After Lucy, the No More Homelessness (NMH) hotline volunteer, takes a call and opens a new case, the automatic workflow rules route it to the NMH Program Manager, Anthony, for evaluation. Anthony gets an email alerting him that he’s been assigned a new case and because it came in from the crisis hotline, he wants to take a look at it right away. He goes straight to Service Cons…
Mobile Ready
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Service Console is also accessible through the Salesforce mobile app, so you can create hotline or helpline cases, edit, and view your data in real-time, no matter where you happen to be. With the ability to take the technology anywhere, NMH created a street outreach team (think mobile helpline) to meet with and serve clients during emergency weath…
See more on trailhead.salesforce.com
Resources
- Trailhead: Mobile App Basics
- Salesforce Help:Lightning Service Console