The Service Cloud portfolio provides a number of wholly cloud-based applications designed specifically in mind to integrate with your enterprise and deliver a rich 360-degree customer profile. At its basic core, the Service Cloud Console is an Application Framework which can be leveraged to: Present all relevant details in context in a single page presentation Integrate with 3rd party applications Connect with customers via telephony, Live Agent Web chat, and Knowledge integration Push information to your users as your data changes Watch this webinar to learn about the Service Cloud Integration toolkit as well as other declarative and programmatic options available to customize and get the most from the Service Cloud Console. Key Takeaways Learn how to integrate your legacy web applications with the Service Cloud Console Learn how to personalize the user experience with screen pops, launching primary tabs and subtabs, and setting tab titles Extend functionality with Visualforce and custom console components Intended Audience Force.com Developers, Technical Leads, Architects, Application Directors familiar with the Service Cloud, Visualforce and JavaScript

1. Salesforce.com API Series:
Service Cloud Console Deep Dive
August 28, 2013

2. #forcewebinar
Speakers
Chad Kelly
Salesforce Services
@chadforce
Clement Tussiot
Salesforce Services
@ctussiot

3. #forcewebinar
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 intellectual property and other litigation, risks associated with
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-Q for the most recent fiscal quarter ended July 31, 2012. This documents and
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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.

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Have Questions?
§ We have an expert support team at the ready to answer your questions
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§ Ask your questions via the GoToWebinar Questions Pane.
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webinar.
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Agenda
§ Service Cloud Console Framework
§ Integration Capabilities and Architecture
§ UI integration Patterns
– Service Cloud Console Integration Toolkit
– Use Cases, Demonstration and Code Examples
§ Q & A

7. #forcewebinar
World’s #1 Customer Service Application
Social
Profile
Agent
Console CommunitiesKnowledge
Base
EmailPhone Web Self-
ServiceChat Analytics Partners
Social
Channels

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Web Technologies
Canvas
Aura

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Service Cloud Console Architecture
App Header & Global Search
Highlight Panel / Workspace Component
Header Component
Detail Record
Right
Side
bar
Left
Side
bar
Detail Footer Component
Pinned
List
Footer / Bottom Bar
Highlight Panel / Workspace Component
Right
Side
bar
Left
Side
bar

10. #forcewebinar
Service Cloud Console Architecture
App Header & Global Search
Highlight Panel / Workspace Component
Header Component
Detail Record
Right
Side
bar
Left
Side
bar
Detail Footer Component
Pinned
List
Footer / Bottom Bar
Highlight Panel / Workspace Component
Right
Side
bar
Left
Side
bar

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Configuring Custom Console Components

12. UI Integration Patterns
Customer Use Cases

13. #forcewebinar
Service Cloud Console
Component Framework – Primary Tabs, Subtabs, Navigation Tab, Footer, Sidebar Components
Integration Capabilities
Service Cloud Console Integration Toolkit
Standard
Objects
Custom
Objects
Visualforce
3rd Party web
pages/ web
tabs
Open CTI Canvas Apps
KeyboardShortcuts,PushNotifications
Reports/
Dashboar
ds
Chatter
Live Agent
Standard
Compone
nts

14. #forcewebinar
Out of the Box UI Integration Patterns
Approach Pros Cons
Push Notifications • Managed via Configuration
• Can subscribe by object/field
• 10K events in a given 24 hours
governor
§ Demo Out of the Box Console

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UI Integration Patterns
Approach Pros Cons
OOB Refresh of Custom Console
Components
• No coding of refresh required
• No add’l coding required to
reinstantiate page
• Fast performance
• Refresh only triggered on save
of detail record
• Complete re-execution of page
controller constructor logic and
page render
§ Demonstration

16. #forcewebinar
UI Integration Patterns
Approach Pros Cons
Salesforce database persistence • Easy to Code
• Data persists forever
• Record Storage Required
• Presentation on another screen
requires DML query

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UI Integration Patterns
Approach Pros Cons
Canvas App Events
Canvas Events provide a
javascript based way to
send and receive events
using a pub/sub pattern
• Lightweight eventing model
based entirely in JavaScript
using JSON
• Events are localized to the
browser
• Allows your apps to talk to
other apps in an easy way
• Authentication approach
available via secure
Connected Apps framework
• Events are only sent in
browser, so they do not
work with apps off the page
you are viewing
• Parsing payload (e.g.
JSON) is done by the app,
not by canvas
• Events are async, so you
could not guarantee
execution order (though you
could chain event by saying
the result from event 1 fires
event 2, etc...)

18. #forcewebinar
Service Cloud Console Integration Toolkit
§ What is the SCCIT?
§ Why is it cool?
§ What does it do?
Primary Tabs and
Subtabs
Computer-Telephony
Integration
Communication b/t
components
openPrimaryTab() sendCTIEvent() fireEvent()
addEventListener()

19. #forcewebinar
Integration Toolkit Customer Use Cases
Challenge The solution must render a custom screen pop with several
sub tabs
Solution Use the SCCIT openPrimaryTab() method to launch one
primary tab and use the openSubTab() method to launch one or
many sub tabs within that console

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Integration Toolkit Customer Use Cases
Challenge The solution must uniquely identify the content by setting
the tab title dynamically
Solution Use the SCCIT setTabTitle() method to customize the title

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Integration Toolkit Customer Use Cases
Challenge The solution must prevent the user from closing a service
cloud console tab when processing within the tab
Solution Use the SCCIT setTabUnsavedChanges() method to flag the
tab as dirty while the user is processing

22. #forcewebinar
UI Integration Patterns
Approach Pros Cons
fire event / add event listener
(pub/sub)
• Based on a library tested across
multiple browser versions
• Multiple listeners can process a
given event
• No Record Storage Required
• Does not require full receiving
Visualforce page refresh
• Receiving page must be open
• If multiple receiving pages are
open state logic must be
implemented
• Does not persist once page is
closed

23. #forcewebinar
Integration Toolkit Customer Use Cases
Challenge The solution should allow the agent to easily associate
activities to only Contact records viewed upon handling a call
Solution Use the SCCIT fireEvent() method to publish Contact details upon
Contact(s) being viewed and addEventListener() on the activity logging
page to build a SelectList

24. #forcewebinar
Integration Toolkit Customer Use Cases
Challenge When a change is made in one area of the application the
solution must automatically refresh other area(s) of the solution
Solution Use the SCCIT fireEvent() method to publish a request
triggered by the desired behavior and addEventListener() to refresh
the target component(s)

25. #forcewebinar
Bringing External Apps into the Service Cloud Console
§ Can you customize your
external app?
§ Does your external application
work when framed?
Parameter passing
§ www.bing.com/search?q={!case.subject}

26. #forcewebinar
Gotchas
§ No initial type check on Javascript upon saving
§ Test on multiple browsers
§ Use alerts e.g. alert(’is this working?');
§ Don’t forget to include the resource in your visualforce page and mind the
API version <apex:includeScript value="/support/console/28.0/integration.js"/>
§ Leverage Google Chrome developer tools to debug javascript
– Ctrl + Shift + I (Mac: ⌥⌘I) keys to open

27. #forcewebinar
UI Integration Patterns
Approach Pros Cons
Browser Session storage
persistence
• Fast (No server script)
• No Record Storage Required
• Does not require receiving page
to be open
• Requires logic to manage state
to determine which primary tab is
applicable
• Persists globally regardless of
page close

28. #forcewebinar
Service Cloud Console
Component Framework – Primary Tabs, Subtabs, Navigation Tab, Footer, Sidebar Components
Integration Capabilities
Service Cloud Console Integration Toolkit
Standard
Objects
Custom
Objects
Visualforce
3rd Party web
pages/ web
tabs
Open CTI Canvas Apps
KeyboardShortcuts,PushNotifications
Reports/
Dashboar
ds
Chatter
Live Agent
Standard
Compone
nts

29. #forcewebinar
Resources
• Service Cloud Integration Toolkit Developers
Guide
http://www.salesforce.com/us/developer/
docs/api_console/index.htm
• w3 Schools Javascript Reference
http://www.w3schools.com/js
• Canvas Developer Guide
http://www.salesforce.com/us/developer/
docs/platform_connectpre/
canvas_framework.pdf

30. #forcewebinar
Chad Kelly
Salesforce Services
@chadforce
Clement Tussiot
Salesforce Services
@ctussiot
Q & A