The document provides an overview of customizing the Salesforce console using the integration toolkit, aimed at improving productivity for customer service agents. It details methods for hooking into custom console components and offers a live demonstration of building a component. It emphasizes the risks and uncertainties associated with forward-looking statements regarding Salesforce's services and future developments.

1. Customizing the Salesforce Console
with the Integration Toolkit
Andrew Mahood
Manager – Technical Architect, Tquila
@andymahood__c
David Darkins
Service Cloud Practice Director, Tquila
@david_tquila

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 andcustomer 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
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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. David Darkins
Service Cloud Practice Director, Tquila

4. Andy Mahood
Technical Architect, Tquila

5. Agenda
Why am I here?
• The Salesforce Console
• Examples of Salesforce Console Components
• Key aspects for building Salesforce Console Components
• Build a Salesforce Console Component LIVE
• Questions & Hopefully some answers

6. The Salesforce Console

7. What is the Salesforce Console?
• An interface within Salesforce to drive
productivity
• Intended to be used primarily by Customer
Service agents who cover multiple channels
• New paradigm for developers to build
exciting new components

8. Demo
Real life example of customer service use cases

9. What can the Salesforce Console solve?
• Example of Wes, Customer Service Agent
• Goal is to give a luxury experience
• Using Salesforce BUT needs to log into legacy
systems in order to serve the customer
• Constantly duplicating data which affect the
customer 
Wes
Customer Service Agent

10. So, how do I hack this thing?

11. There are 5 places you can hook into

12. Custom Console Components in the Sidebar

13. There are 5 places you can hook into

14. Custom Console Components in the Footer

15. Footer Components can open

16. Footer Components can pop out

17. Methods available to the Toolkit
1. Interacting with the Console Tabs
2. Interacting with the Console UI
3. Push Notifications (not mobile)
4. Phone (CTI)
5. Live Agent

18. Toolkit methods: Tabs
• Interacting with Console tabs
• Open Tabs
• Close Tabs
• Focus Tabs
• Refresh Tabs
• Get ID of record within Tab for Context

19. Toolkit methods: User Interface
• Interacting with the Console UI
• Controlling behavior of component buttons
• Change Tab or Button Text, Icon, Scroll Text etc.
• Events, Open or Close Tab

20. Toolkit methods: Push Notifications
• Push Notifications
• Confusing, makes you think of mobile push notifications
• Notify the agent when a record has changed
• Flag or Refresh List Views and Page Layouts within the Console

21. Toolkit methods: Phone & Live Agent
• Methods for Phone (CTI) and Live Agent
• Build custom interfaces for Telephony apps
• Customize the Live Agent experience using Live Agent APIs

22. Implementing the Toolkit
Salesforce Console Integration Toolkit

23. Its just JavaScript
The Salesforce Console Toolkit is a Javascript API.
https://c.na1.visual.force.com/support/console
/32.0/integration.js

24. Implement using Visualforce
Include the JavaScript by relative path
<apex:includeScript
value="/support/console/32.0/integration.js"/>

25. Or Implement using a Canvas app
Little bit trickier for Canvas (but that may just be my experience)
<script
src="https://c.na1.visual.force.com/support/co
nsole/32.0/integration.js"
type="text/javascript"></script>
Sfdc.canvas.client.signedrequest()

26. Same-origin policy

27. Toolkits is Asynchronous
The Toolkits API is asynchronous. Important when you start building.

28. Demo time
Take a Visualforce component and make it interact with the Console

29. All the sample code on Github
github.com/andymahood/Sample-
Salesforce-Console-Apps-DF14

30. Any Questions?
and hopefully some answers…

31. Google It
“salesforce console
toolkit”
and if you use Bing here is the URL:
http://www.salesforce.com/us/developer/docs/api_
console/index.htm
Documentation

33. All the sample code on Github
github.com/andymahood/Sample-
Salesforce-Console-Apps-DF14