Supercharge your Service Cloud Console
Making the most of the Console Integration Toolkit
Micah Joel, Salesforce.com, Prin...
Safe harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contai...
Agenda
• Introductions and Session Goals
• Salesforce Console Overview
• The Console Integration Toolkit
• Responsive Pane...
Session Goals
• Demonstrate what’s possible with the Salesforce Console
• Show you the Console Integration Toolkit
• Demon...
One Console, Many Faces
Primary Tab

Custom Header or
Highlights Panel

Subtab

Standard Knowledge
Sidebar

Custom Sidebar

Custom Actions
The Console Layout
Primary Tab Header

Subtab Header

Primary Tab
Sidebar

Subtab
Sidebar

Record in Focus

Subtab Footer
...
Primary Tab Header

Primary Tab
Sidebar

Subtab Sidebar
The Console Integration Toolkit
Javascript library provides methods for:
▪ Primary tabs and subtabs
▪ Computer-telephony i...
Responsive Panel Components
Change panel content depending on:
▪ The primary tab or subtab in focus
▪ The object type
▪ Co...
Demonstration
Custom Console Components
Extend the desktop with:
▪ Notifications and Messages
▪ Utilities and quick access tools
▪ Chatt...
Demonstration
Custom Keyboard Shortcuts
This feature allows you to:
▪ Define key combinations for common tasks
• Close-current-case-and-...
Demonstration
Transferring State with Console URLs
Entire state of a console can be communicated via URL
▪ Primary tab in focus
▪ All op...
Demonstration
Push Notifications
Use visual indicators on list views and records to:
▪ Notify agents of records that have changed
▪ Refr...
Demonstration
Knowledge
Use the Knowledge API to:
▪ Change the look and behavior of the standard sidebar
▪ Add an articles widget into a...
Demonstration
Canvas
Integrate applications to your console at the UI layer
▪ Javascript API
▪ Simplified Authentication (signed request...
Demonstration
Resources
• Code for each of these components is available at:
http://www.github.com/ibigfoot

• Salesforce Console Integr...
Wrap-Up
• Demonstrated what’s possible with the Salesforce Console
• Shown you the Console Integration Toolkit
• Demonstra...
Q&A
Supercharge Your Salesforce Console
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Supercharge Your Salesforce Console

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The Salesforce Console Integration Toolkit is an extremely powerful yet often underutilized means for developers to create innovative, responsive interfaces for their company. Join us as we help you unleash the full power of the Salesforce Console to increase the speed and efficiency of users, both in service and sales. Learn how to build interfaces that drive business processes, effectively integrate Knowledge Management, and put useful tools at your users' fingertips.

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Supercharge Your Salesforce Console

  1. 1. Supercharge your Service Cloud Console Making the most of the Console Integration Toolkit Micah Joel, Salesforce.com, Principal Service Cloud Specialist, APAC Troy Sellers, Salesforce.com, Platform Architect, APAC
  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 salesforce.com, 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 non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, 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. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Agenda • Introductions and Session Goals • Salesforce Console Overview • The Console Integration Toolkit • Responsive Panel Components • Custom Console Components • Custom Keyboard Shortcuts & Transferring State • Push Notifications • Knowledge and Canvas
  4. 4. Session Goals • Demonstrate what’s possible with the Salesforce Console • Show you the Console Integration Toolkit • Demonstrate a Canvas integration in the Console • Provide you with tools and code to get started
  5. 5. One Console, Many Faces
  6. 6. Primary Tab Custom Header or Highlights Panel Subtab Standard Knowledge Sidebar Custom Sidebar Custom Actions
  7. 7. The Console Layout Primary Tab Header Subtab Header Primary Tab Sidebar Subtab Sidebar Record in Focus Subtab Footer Primary Tab Footer Subtab Sidebar Primary Tab Sidebar
  8. 8. Primary Tab Header Primary Tab Sidebar Subtab Sidebar
  9. 9. The Console Integration Toolkit Javascript library provides methods for: ▪ Primary tabs and subtabs ▪ Computer-telephony integration (CTI) ▪ Application level custom console components ▪ Push notifications ▪ Live Agent Available at: http://www.salesforce.com/us/developer/docs/api_console/index.htm
  10. 10. Responsive Panel Components Change panel content depending on: ▪ The primary tab or subtab in focus ▪ The object type ▪ Contents of record ▪ User profiles ▪ Time of day, etc.
  11. 11. Demonstration
  12. 12. Custom Console Components Extend the desktop with: ▪ Notifications and Messages ▪ Utilities and quick access tools ▪ Chatter They are record-independent, but can: ▪ Be record-sensitive ▪ Update content in tabs and panels ▪ Contain Canvas apps
  13. 13. Demonstration
  14. 14. Custom Keyboard Shortcuts This feature allows you to: ▪ Define key combinations for common tasks • Close-current-case-and-show-next • Open and close panels • Open custom console components • Logout ▪ Have up to 144 shortcuts per console ▪ Shows custom shortcuts on the Shortcuts Overlay Panel
  15. 15. Demonstration
  16. 16. Transferring State with Console URLs Entire state of a console can be communicated via URL ▪ Primary tab in focus ▪ All open subtabs Useful for: ▪ Call transfers with screen pop ▪ Sharing with supervisor
  17. 17. Demonstration
  18. 18. Push Notifications Use visual indicators on list views and records to: ▪ Notify agents of records that have changed ▪ Refresh list rows or the entire list ▪ Highlight fields that have changed ▪ Flag or automatically refresh changed records
  19. 19. Demonstration
  20. 20. Knowledge Use the Knowledge API to: ▪ Change the look and behavior of the standard sidebar ▪ Add an articles widget into a custom panel Knowledge Everywhere ▪ Support non-case objects ▪ Provide in-line coaching on business processes and applications
  21. 21. Demonstration
  22. 22. Canvas Integrate applications to your console at the UI layer ▪ Javascript API ▪ Simplified Authentication (signed request in this instance) ▪ Contextually aware iFrame ▪ Cross domain interactions ▪ Eventing for driving console ▪ Connected App for management
  23. 23. Demonstration
  24. 24. Resources • Code for each of these components is available at: http://www.github.com/ibigfoot • Salesforce Console Integration Toolkit: http://bit.ly/sfdc_console • Salesforce Console Implementation Guide: http://bit.ly/sfdc_console_guide • Salesforce Knowledge Developers Guide: http://bit.ly/sfdc_knowledge
  25. 25. Wrap-Up • Demonstrated what’s possible with the Salesforce Console • Shown you the Console Integration Toolkit • Demonstrated a Canvas integration in the Salesforce Console • Provided you with tools and code to get started
  26. 26. Q&A
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