Service Console Customization

Service Console Customization:
Unit 1:
Planning a Console for Support Agents:
Customize the Service Console to increase agent productivity and make your
customers love you.
Introduction to Console Customization:
Before you create a console for your support team, we recommend that you ask
this question:
what do i want a console to do?
We suggest that you introduce a console to your agents, help them understand
that it’s a unified help desk with multi-channel support (what you learned in the
Service Cloud Basics module), and then ask them a similar question:
what do you want a console to do ?
If you don’t know what would help your agents, ask them. Here are a few
questions to start a conversation:
Which records do you use most?
Which fields do you want to see front and center?
Do you prefer to work off of lists?
Do you want more than one console?
Defining Support Agent Workflows:
Before we dive right into clicking our way to a customized console that boosts
agent productivity.
Adding Useful Fields to Highlights Panels:
The easiest, most impactful customization that you can make to a console to
boost your agents’ productivity is to add the fields they use most to the highlights
If customized correctly, the highlights panel boosts agents’ productivity because
no one has to search or scroll to find the fields they need to understand and close
a case.
1. Before you implement a console, you:
A. Turn on the time-based workflow
B. Update Agent console layouts
C. Ask your agents what they want a console to do
D. Set up a console to do what you want it to do
2. What is the most helpful question to ask your agents when planning a console?
A. How much product pricing detail do you want to see when responding to
B. Do you want to see the weather at the contact’s location?
C. Do you want to receive text messages when a list or record that you’re working
on has changed?
D. Which fields do you use most often in responding to support cases?
3. Sketching out agent workflows helps you:
A. Create useful consoles that boost agent productivity
B. Send time-based information to the right agents
C. Add highlights panels, navigation tabs, and process automation
D. Convince your support team how you to set up a console
4. Customizing the highlights panel is effective because:
A. Agents can see their daily workflow.
B. Priority, Status, and Case Origin fields are used most.
C. Agents spend less time searching and scrolling for the fields they use most.
D. Page layouts are easy to modify and save.
Unit 2:
Setting Up Pinned Lists for Agents:
After completing this unit, you’ll be able to:
• Understand what pinned lists are
• Set up pinned lists for a console
• Customize pinned lists to boost productivity
Introduction to Pinned Lists:
Some support teams live in lists. Workdays, workloads, and support agent
workflows often center around case lists that represent incoming customer
questions and the need to answer them as soon as possible.
Getting Familiar with Pinned Lists:
For each console you create or customize, you can decide how lists appear to
agents. Your agents may prefer a workflow where they scan case lists from the
left of the screen, the top of the screen, or perhaps they don’t want to see lists on
the screen at all. You can customize any console to include one of these three list
• Lists pinned to the left of the screen.
• Lists pinned to the top of the screen.
• No lists pinned to the screen—lists are only available from the navigation
Setting Up Pinned Lists:
We’ll assume that you’ve asked your support team or agents this question: “How
do you want lists to display in a console?”
1. Pinned lists are:
A. Incoming emails
B. Filtered lists of records available through the navigation tab
C. Customizable views of similar records
D. List views placed on a fixed location on the agent’s screen
2. When setting up pinned lists:
A. Choose specific records
B. Add a placement of 25% pixels
C. Ask agents where they want lists displayed
D. Build lists with Visualforce or the Console API
3. Pinned lists boost agent productivity:
A. By providing full details of the case
B. When placed onscreen where agents want them
C. For agents who request them in the navigation tab
D. In both Salesforce Classic and Lightning Experience
Unit 3:
Pushing Notifications to Agents:
1. Push notifications...
A. Help agents see the cases within a support team’s queue
B. Can be pinned to different areas of the console
C. Are always on for all agents.
D. Help agents know when someone has changed the case they’re working on
2. Which statement about list and detail view notifications and refreshes is true?
A. You can set notifications for both lists and detail pages to refresh
B. Push notifications on lists show the details of the change made on the list, not
the case summary.
C. You can set only list views, not detail pages, to automatically refresh when a
change is made.
D. Detail pages show notifications for related records.
3. Which statement is true about setting up push notifications?
A. You can set push notifications on all standard objects.
B. You can’t set push notifications on custom objects.
C. For a given list or detail page, you must choose between setting up either push
noifications or refreshing.
D. You must turn on Require HttpOnly for push notifications to work.
4. Which step isn’t necessary when configuring push notifications on cases?
A. Asking agents how they would best like to be notified about changes to a case
they’re working on
B. Selecting how lists and detail pages refresh
C. Choosing which agents receive the notifications
D. Choosing the objects and fields that trigger the notification
Unit 4:
Customizing Keyboard Shortcuts for Agents:
Introduction to Keyboard Shortcuts:
Imagine life without a mouse. Of course, a mouse is helpful. But sometimes a
mouse can slow down your support agents, especially when they’re completing
repetitive tasks, such as opening or closing console tabs. Sometimes it’s faster to
press a key on a keyboard
Exploring Default Keyboard Shortcuts:
Some keyboard shortcuts are automatically turned on in a console. In other
words, your support team can immediately start using shortcuts to close cases
faster. Let’s check out these default keyboard shortcuts.
Go to the Sample Console that you created in a previous unit by clicking Sample
Console from the App Picker. In the console, click Console drop-down icon and
select Show Keyboard Shortcuts.
Keyboard shortcuts are only available in a console. Currently, shortcuts aren’t
available in Salesforce Classic or Lightning Experience, excluding the ones that are
available with your browser or operating system.
Turning on Keyboard Shortcuts:
Many keyboard shortcuts are on by default, but others must be enabled. To see
how simple it is to turn on a shortcut, let’s turn on one of the most useful
standard shortcuts: Show Keyboard Shortcuts. Sure, you can click Console dropdown icon and select Show Keyboard Shortcuts.
Creating Custom Keyboard Shortcuts:
Creating custom keyboard shortcuts from scratch is a little more challenging,
unless you’re familiar with coding.
The high-level steps to create a custom shortcut are this simple:
1. You create a custom shortcut similarly to how you edit a standard shortcut.
2. A developer codes a “listener” in a Visualforce page that details the new
shortcut’s logic.
3. You add the listener to a custom console component so that it’s available to a
4. You add the custom console component to a console’s footer so that users can
trigger the new shortcut.
1. To turn on keyboard shortcuts:
A. Click Show Keyboard Shortcuts.
B. Create a console API method.
C. Do nothing. Default shortcuts are already on.
D. Edit shortcuts first.
2. Creating custom keyboard shortcuts requires using:
A. Visualforce pages
B. Console API methods
C. Custom console components
D. All of the above
3. To use keyboard shortcuts, you must:
A. Turn them on in setup
B. Log in to a console
C. Create custom shortcuts
D. Press Shift+K
4. It’s a good idea to customize standard keyboard shortcuts:
A. When the standard shortcut is hard to type
B. To improve the security of your console
C. When you feel your work goes unnoticed
D. During peak hours for your support agents
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