Awesome in this session we are going to talk about service console apps.
So what are Service Console apps and how it is different from the regular apps Service Console apps
especially the use them.
Whenever we work in a fast paced work environments that does how that does when we exactly use Service
Console apps like say for example they call up some customer care.
All right so when we call up some customer care the customer care executive needs access to many of
phone records to give an appropriate solution.
Say for example when we call he needs to verify first of all if we have an appropriate account with
the business and then he needs to verify if the person who is calling is appropriate contact that is
registered with them and then he needs to check what all the various cases that has been raised by that
person and what are all the solutions that has been offered to him till date and what is the current
issue that he is facing.
Rachel there are so many records that a customer need a customer service representative needs to access
to appropriately give a solution to the customer who is calling.
So again given point of time when a customer is on the phone you know it is not possible for him to
go to each and every record in the app and check it accordingly.
Let go to a contact record and then go to that gold stamp.
Go to the Arkansas record right and go to the cases tab and go to the cases record.
So all these it is possible yes but it is so much of time consuming with the customer on call.
It is not efficient can search for records.
So in those scenarios Service Console apps comes for rescue.
This is a solution to manage to efficiently manage multiple records in a single screen so that it reduces
the time spent by clicking scrolling through a quick find updating records creating new records.
So then there are multiple activities happening.
The Service Console apps comes for rescue because it is an efficient way of managing multiple records
in a single screen.
So this console app it is very perfect for sales and service people because these support agents they
use multiple applications at once and they work on multiple records.
So this console app is very much suitable for sales and service people.
So as administrators we can completely customize a console in such a way that it perfectly suited the
needs of the support agents.
We can have navigation tabs we can have highlights panel.
We can have interaction logs so that the customer service agents they can do multiple activities at
the same time in the same screen.
So now let's go to our developer of and let's see and understand how to configure this service console
app now for configuring the Service Console app.
We are going to launch it in two ways.
One we are going to create our own service console custom app.
All right we're going to create that and we are going to configure that and we are going to understand
how to use that functionality.
The other way of learning it is using the sample console that is already given by default by Salesforce.
All right.
So we'll start with the creating our own console lap and then we'll do all the configurations and towards
the end of this tutorial I show you how to use the sampler consortium which is already given by Salesforce.
All right so to create our want.
So this console app look for apps generally.
Whenever we create apps we go for this first option that does a custom app right.
So all the apps that we create today are custom apps.
Now we go for the console app so go for this console app option click on Next give an app label app
name and a proper description.
I would highly recommend you to give appropriate meaningful description and not like this.
And this is just for testing purpose I have just given it like that.
All right.
You can choose any mage.
Okay.
And now you need to choose the various objects that you want to be as part of your app.
Basically the concept of app is that right app is a collection of tabs so that you can access those
specific records.
So here also now that we have created a console app let's choose the tabs that need to be a part of
that app.
So here let me go for accounts.
Let me go for contacts and let me choose opportunities and then maybe cases.
OK.
So cases is already here.
OK.
Perfect.
So once you have chosen all the taps that you want to be in your track until the app hit next.
All right.
So here this is also an important feature of Service Console app.
The concept of having the primary tabs and this app taps primary tab represents the parent object of
the parent request and sub tab or represents that related records.
So thereby it gives a better you why for the support agents to work on multiple records at the same
time.
So a Collins contacts opportunities and cases.
Let me say cases I want to have it as a sub tab for calls.
All right.
You can configure that accordingly you can also ideal custom objects here.
Of course yes.
And we have built custom objects.
They able to build the relationships between them so you are very much welcome to add your custom objects
so that you can learn more from that.
All right.
Next awesome.
And this is about profiles the concept of profiles we have discussed in detail in the previous sessions.
So I'm not going into that in detail so you can choose the profiles for which you need to give access
to this service console app for the time being I'm just giving it only for system administrator save
will affect our first app is ready.
That is a my Service Console app and this is the custom app as you see here.
Awesome.
So know what we need to do now what we need to do we need to go and access our might.
So this console app you should be able to see it here.
All right go for it
full set.
This is the Service Console app that we just created.
And here you should be able to see all the taps that we added If you remember we added only four taps.
That is the reason we are able to see only the four tabs out here.
So here we have contacts.
If you choose any contact then it will load in a different workspace and say for example if you choose
contacts sorry it was uploaded earlier.
Context it again loads in a separate workspace so you can access the contact.
You can access the Saudis account.
You can access the contact and if you want an opportunity.
All right.
Work on an opportunity so you can see you can access multiple records from multiple objects in the same
screen in different workspaces so it makes it faster.
Right.
And this is not possible in our custom app.
We don't have this kind of for you why there.
Now that we hear we know about these workspaces let's try to configure a little more.
All right.
Here go to edit layout yes.
And here you have the layout properties.
So what if you have two options highlights panel and the interaction log.
Go for it click Okay.
Awesome and now you have this highlights panel here.
So consider this highlights panel
and in highlights panel basically chose at the top of the page and it shows the important information
out there.
So choose the first block and choose the top field.
Say for example a common name and then the active status.
So these fields depends on the business which are all the fields that they use maximum when they handle
low customer support get on site account owner
billing address.
All right.
So these are the fields that I wanted my highlights panel.
Let me save it.
Now if you choose any account here you should be able to see the highlights panel.
And as you can see the highlights finally chose the important fields that we want.
So just on seeing this record the support agent or know what all the various details and these are the
details which is gone for good to ask but his need.
Right.
So these are the important fields that a support person needs while answering to a call from a customer.
So based on that we have configured that.
So that is the use of this highlights panel.
And here you'll see at the bottom there is an interaction log so you know he can create new logs here
he can enter the node and like this object he can put in this subject.
All right.
So these are all the various functionalities that he can in a single screen.
So this is about creating our own custom console app.
And as I mentioned in the beginning of this tutorial we also have a standard console app that is given
by Salesforce we can work on that as well.
Let me now show you how to use that standard console app go to sales
go to set up look for apps and here you must see the sample console app as you see here due to some
silly app.
All right so that is way this is checked and the other console app that we have here is the one that
we just created.
There is a custom one and this is a standard one as we see here.
So what the example console app.
Go here check old if you're able to see that you don't see the sample console app.
Meaning we do not have permissions to access that app.
So go to profiles look for your profile the profile that is attached to the user and give permissions
to that user.
So here it is the system administrator profile.
So let me go to that profile I'm sorry about that
and you give access to that sample console app.
So where does a sample console app.
Here it is.
All right.
I've made it visible to the system my administrator profile.
Similarly make it visible to all the other users aswell.
Now you should be able to see the sample console app.
This is the one awesome do you see that.
All right.
So the one that we created was a custom app.
And this is the standard app which is already oh dear.
So let me go back let me show you how to customize that.
So in setup game go for apps look for the sample console app here and here you must be able to see all
the settings out here
click on edit and here it should give you the details.
The available items.
All right.
So you can add or remove items as per the requirement.
The heading colors if you want to add some colors out here.
And how that a cards that should display as a primary tab or as a sub tab.
How do you want it to be defined and then the list placement.
Yeah well whether if you want to have it at the top or the left or right to all the details are out
here.
So basically you can entirely customize this app.
So this app is the standard app that is already available given by Salesforce so you can customize and
use it all other ways.
You can also create the custom console app just as we did in that tutorial here do you have profiles
that you can give appropriate permissions and you can use a dog guarding.
All right.
So these are the two different ways how you can use a console app and how you can configure it in such
a way that support agents can make the best use of it by accessing multiple records multiple fields
multiple data at a given point of time.
And so customer calls efficiently.