Customizing the Salesforce Console With the Integration Toolkit


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The Salesforce Console is coming to the Service Cloud in the Winter 14 release, providing a developer hook called the Service Cloud Console Integration Toolkit. Join us to learn how to control the UI with the console using the toolkit, including Console Components, Custom Highlight Panel, Custom Sidebars, and Custom Publishes in Case Feed. After, you'll be able to get started right away with the open source code we used in the examples.

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Customizing the Salesforce Console With the Integration Toolkit

  1. 1. Customizing the Salesforce Console with the Integration Toolkit Add a little pow-wow to your Console Andy Mahood, Tquila, Technical Architect @andymahood__c
  2. 2. Safe harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Andy Mahood Technical Architect at Tquila @andymahood__c Gautam Vasudev Senior Product Manager for Service Cloud at
  4. 4. Agenda Explore the Salesforce Console and how to extend the UI. ▪ Review the Console ▪ Introduce Console Toolkit ▪ Demos ▪ Console Roadmap, past and future ▪ Q&A
  5. 5. What is the Salesforce Console?
  6. 6. Next Generation Multi Channel Console
  7. 7. Split Screen for multi-tasking
  8. 8. Split Screen for multi-tasking
  9. 9. Records open as tabs and sub-tabs
  10. 10. Where are the developer hooks?
  11. 11. Custom Console Components in the footer
  12. 12. Footer Components can pop out
  13. 13. Same-origin policy
  14. 14. Even better with Integration Toolkit
  15. 15. Even better with Integration Toolkit
  16. 16. Even better with Integration Toolkit
  17. 17. Even better with Integration Toolkit
  19. 19. Salesforce Console Integration Toolkit The Toolkit is a Javascript API. <apex:includeScript value="/support/console/28.0/integration.js"/>
  20. 20. Toolkits is Asynchronous The Toolkits API is asynchronous. Important when you start building.
  21. 21. Types of Methods available to the Toolkit • Interacting with Primary Tabs and Sub tabs • • • Open/Close/Focus Tabs Get ID of record within Tab for Context Interacting with the Console UI • Controlling behavior of component buttons • • • Events, for instance when Primary Tab changes Methods for CTI and Live Agent • • Change Text, Icon, Scroll Text etc. Build custom interfaces for Telephony and Live Agent Push Notifications • Allow List Views and Page Layouts within Console to update dynamically when changes are made in other sessions
  22. 22. DEMO TIME
  23. 23. Props to the Tquila team • Ivan Almeida • Piotr Czechumski • Liza Romanenko • David Darkins
  24. 24. Similar Contacts and Open Cases • Problem • Lots of Duplicate Contacts in the System • Struggle to see Contacts Case History • Solution • Custom Sidebar that finds similar contacts • Lists all their Open and Recent Cases • Allows the Case to be reallocated or new cases created
  25. 25. Reminders • Problem • Activities can be assigned to users • Users should live in the Console • Users need to have visibility of their Task list • Solution • List activities with reminders due • Button will highlight when reminders are due as Call to Action • Button will identify the number of reminders due
  26. 26. All the sample code on Github github. com/andymahood/SalesforceConsole-Samples
  27. 27. Roadmap
  28. 28. Feature Recap Console Integration Toolkit Knowledge Component* CTI Tab Components Pinned List Highlights Panel Footer Components Bookmarkable URLs Personalization Push Notifications Lookup Component Custom Logos Recently Used Tabs Canvas Components Live Agent Standard Keyboard Shortcuts Custom Keyboard Shortcuts Interaction Log Home Tab
  29. 29. Multi-Components Specify dimensions in % or px Multiple stacking styles Multiple components in a region
  30. 30. Multi-Monitor Support Monitor 1 Monitor 2
  31. 31. Roadmap Winter ‘14 Turnkey Console Spring ‘14 Turnkey Console (Dreamforce) Summer ’14 Turnkey Console 1. Keyboard Shortcuts Panel 1. Multiple Monitor Support 1. Related List Component 2. IE10 Support 2. Multi-Components 2. Interaction Log Refactor 3. Recent Used Component 3. Knowledge One 4. Canvas App Integration 5. Home Page Tab In Console 1. New Pinned List Component 6. Lookup Component 2. Console Setting Component 7. Push Notification Refactor 3. Next Gen Console Console 8. Open CTI Standby URL 4. UI Themes & Branding Beyond Summer ’15
  32. 32. Andy Mahood Gautam Vasudev Technical Architect at Tquila Senior Product Manager for Service Cloud at @andymahood__c