Components can be used in standalone apps, Visualforce, Lightning App Builder, and Experience Builder. needs, allowing them to access all things case-related, all from one screen. Let’s take a quick tour of Ada’s console. From here, you can open an article alongside the case you’re working on—maybe the article is an FAQ for a specific The intuitive design of the Lightning Console is like a portal that puts all of the most frequently used actions right where your agents need them most. specifics will be different for your console due to customizations, the general user interface will be the same. On the User Profiles page, use CTRL/Command to select, Note that the Accounts list view remains open on the left side of the console, and the account information for Edge Communications opens on the right, in the main workspace of the console. or back to Table by clicking, On the left side of the page, under the Accounts list view palette, click the. start learning How Salesforce Uses the Lightning Service Console Learn how our agents deliver amazing customer experiences to our own 150,000+ customers. DISCOVER TRAILHEAD. internal communications. DISCOVER TRAILHEAD. Now that Knowledge is enabled, create Ursa Major Solar’s Service Console app, which serves as the center for case management. After Ryan takes a call and opens a new case, the automatic workflow rules route it to Ada for evaluation. Ada gets an email alerting her that she’s been assigned a new case and because it came in from Platinum Support, she wants to take a look at it It gives your team a 360-degree view of each customer and where that customer is in your support process. Get a tour of the case page for the Lightning Service Console and check out Service Setup. Marketing Cloud, Trailhead... Marketing Cloud Social Studio Trailhead ... View a master class in service at Salesforce. Add the Softphone Utility to Your App ~15 mins. solar panel, or maybe it’s a script for interviewing a new customer. To learn more about this AppExchange package from Salesforce Labs, visit the User Engagement module on Trailhead. Although the Discover how easy it is to move to Service Cloud Lightning. Salesforce Feature Comparison: Compare the world-class features that make Salesforce the industry's choice for sales, service, and marketing solutions. To see what the user experience is like for Ada and her team, go into the Service Console app you just created and click around to view the features you just built into For example: sforce.console The Service Console is a standard Salesforce Lightning console app that you can customize to meet the team’s case management right away. (Yep, free.) Set Up the Service Console. It’s a timeline display of case events. processes and multiple communication and information streams. In this section, THE FUN WAY TO LEARN SALESFORCE. Ada can see the case record, account information, contact details, and other related files all in one place. You can change this view to Kanban Ada Balewa, a product support specialist at Ursa Major Solar, Inc., wants to optimize her customer service team’s productivity. They’ll be able to access all the productivity tools and information needed to efficiently manage cases all from one screen. Adjust Line Spacing in List View on Lightning Service Console Case Management Lightening service console list views have too much white space between items and agents are not able to view as many list view items in the lightening Service Console causing them to have to scroll frequently. Set Up Salesforce Knowledge project in your playground, you can skip steps 1–9 in this section. ... Salesforce Developers; Trailhead; Need Help? This means anyone on the team can view case status and events and jump in to help at any time. or out in the field to visit a customer, you can pull up information from the console to your smartphone, tablet, or laptop. As Ursa Major Solar’s admin, you want to help them achieve their productivity goals by creating a Service Console for the team. In the console, your primary navigation tool is the dropdown in the navigation bar called the object menu. Give your support agents everything they need on one screen. The goal of the Lightning Console is to speed the customer experience and make customer service … New video — go inside our Customer Success Center to see how our agents achieve a >9.0 CSAT with the Lightning Service Console. It includes every customer interaction—email, calls, social networking posts, meeting notes, progress through a workflow, and When you click a record, it automatically Identify key features within the console. Please add more flexibility to the console to make it a more valuable application. Before Winter 16: We have a console product named Salesforce Console for Service/Sales. select the result.). It’s fully customizable by your admin. Incomplete. You just used the Setup Flow to customize the Service Console for Ursa Major Solar. watch the videos Explore the Lightning Service Console. Worse, Ligtning Console defeats the 'right-click', 'open in new tab' possibility, shackling multi-monitor users to their single screen. Considering most of the rest of the Salesforce platform is fully customizable, it is dissapointing htat this is not the case with Field Service. Fill in the App Details & Branding information. Here’s how a Lightning console app works: Lightning Console App User Interface. What is Paas? Ursa Major Solar’s admin, Maria, has customized the console by giving it a new logo and renaming it the Solar Console, so to get to it, Ada clicks the App Launcher ( or agent’s location or engagement point. universally designed into features for Service Cloud. Just like other Salesforce features and tools, the console is available through the Salesforce mobile app, so you can create, edit, and view your data in real time, no matter where you are. How Salesforce Uses the Lightning Service Console See how Salesforce uses Salesforce to make the world’s happiest customers. Having all of these details in one place It is very frustrating that the UI and list views in particular in the Field Service Console are not very customizable. What is SaaS? Now I have to sell Lightning Console to my users and defend the fact that this is missing, when people were using it happily in Service Cloud console. CRM Sales Software: Sales software as a service gives you a complete view of customers and prospects, so you can close more sales, more quickly. That means delivering only the best for every one of them. There are a lot of individual pieces aggregated together within the console. It’s a lot to keep track of, especially when you have a heavy caseload. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual. Field Service Lightning - Dispatch Console - Resource Absence Component. ... tags ~1 hr. watch demo CALL US AT CALL US 1-800-667-6389 Call us at 1-800-667-6389 Welcome to Getting Started with Service Cloud! Trailhead. This area is your primary workspace. You can collapse or expand the split view as needed for more or less screen real estate. So, in order to use the Console, we have to tell users to switch to classic. Set Up the Lightning Service Console ~15 mins. Enable Knowledge for Ursa Major Solar. Please bring this back soon. ... Salesforce takes abuse situations very seriously. Whether you’re working at home, signing on to a virtual meeting, Salesforce Lightning Knowledge is really useful when integrated with cases, and that’s clear when looking at knowledge within the console. In Lightning Service Cloud Console we don't have an option to Resize pinned layouts and there is no option to Collapse or Expand . Use the Setup Flow to get started customizing all the features the Lightning Service Console has to offer. When you’re working directly with a customer, all the information you need is right here. If required, select the Inquiry record type. You can think of the console as a service agent’s workspace for interacting with customers and resolving customer requests as quickly as possible, no matter the customer Developer Name: (This field auto-populates. Everything you need to know about a customer and the current service issue is literally front and center, minimizing the amount of clicking and scrolling you need to do to find customer information. Set Up the Salesforce Service Console in Lightning. You’ve set up the Service Console for Ada and her team. Functional cookies enhance functions, performance, and services on the website. On the Navigation Rules page, choose how the following open. Working with a customer usually involves several ) and opens the Solar Console app. With case feed, you can keep track of all the separate steps and pieces in one place. Login to your Salesforce Customer Account. If you’ve already completed the ), App Branding: (You’re not adding a logo or branding at this time. ), On the Navigation Items page, use CTRL/Command to select. Winter 16: Lightning Experience is released! That’s pretty great! Clicking a button in Salesforce to change a status value from New to In Progress or Closed really doesn’t adequately reflect the work it takes to make progress on a case or with a customer in real life. Accessibility isn’t a special feature; it’s Using Salesforce Lightning, its development platform, Salesforce made the following enhancements to the Service Console in 2015: Optimized Lightning Console. I also, given a Session in India Dreamin about lightning console here is the link to my tweet where you can find the PPT and exercise guide which may help you. Log a case by filling in the rest of the information. Customize your Service Console app – Trailhead Challenge. The screenshots on Trailhead look NOTHING like what is showing up on my Developer Sandbox Salesforce instance. Salesforce Lightning Knowledge is really useful when integrated with cases, and that’s clear when looking at knowledge within the console. Embedded Service SDK for Mobile ... Get started with the Salesforce console in Lightning Experience. There was much rejoicing. The octane score really metters because for lightning service console, the browser requires a good job on the machine (CPU + memory). Salesforce Customer Secure Login Page. Incomplete. Incomplete. She goes straight to the console, so she can see the new case and all other associated records. Set Up Case Escalation and Entitlements project in your playground, you’ll be asked to select a record type. If you've used the maximum number of licenses allowed in your current playground, please deactivate one of the licenses and then add Ada. Within the record page, you can click the tab for Details to see more about that particular case, contact, and any related cases. From here, you can select any object and access list views for that object, such as cases or accounts. Create a customized app to help support agents efficiently manage cases. Next, customize the console to include all of the features and layouts that Ada and her team request. See How Customers Benefit ; The Internet of Things ; CRM Review ; Salesforce Review This training program will guide you through best practices, so you get the basics, discover how to implement case management, learn to configure Salesforce console, and connect with the experts. Would like the ability to customize console components in similar fashion as console components like in classic via standard method calls to add visual cues to users. Before you create Ursa Major Solar’s Service Console app, ensure that all of the settings are enabled for the tools you need to access in the service console. Learn about what Service Cloud is like in Lightning Experience with the Get Started with Service Cloud for Lightning Experience Trail below. Faster, smarter customer service starts with a free trial. < BACK TO CONTENT HUB We know that Salesforce only succeeds if our customers do. When you’re working on a case and need to refer to something in the knowledge base, this is the place to go. to History, Notes, and Macros on this utility bar, so you can quickly flip to a record you were recently viewing, take notes during a conversation, or automate some of the repetitive actions you regularly take on his cases. Service Cloud Voice and the Service Console Just like other channels, Service Cloud Voice appears in the Service Console so that agents have a 360-degree view of each customer and their requests. Anything called Console is this same product. This is the same console that currently exists, and is the only one currently available to new orgs. All you need is an internet connection and log in to Salesforce to work anywhere, any time. What is Cloud Computing? ensures that you and your team are always looking at the same customer information, no matter what stage the case is in or who’s working on it. A split view to the left of the screen lets you view (or hide) lists for quick reference and navigation. Her Southwest US-based company, which supplies solar components and systems, has grown—and so has their volume of support cases. Contact and account details also appear within the console, so you can get details about the customer you’re working with and update the records without having to toggle to a different screen or switch workspaces. One of these tools is Salesforce Knowledge. Think of the console as a … lightning-tab-label-showing-loading-in-service-console-LWC Development (Apex, LWC & VF) 'Lightning Component Tab' Labels Display as “Loading…” in Lightning Console Apps with LWC custom component implementation.This issue is resolved in the Aura … The utility bar runs along the bottom of the console and provides a shortcut to all the tools you need to provide a smarter, quicker resolution for every customer issue. This is called split view. CRM ; What is Salesforce? After completing this unit, you’ll be able to: The console brings together all Service Cloud features in one place and on one screen. The problem is we have VDI system and we can't just configure the VDI wothout updating the server and we don't know what should be the server configuration to achieve octane score for 500 VDIs. Alternatively, you can create a new playground. By default, the console is zoomed out so you can see everything at once and decide where to zoom in when you’re ready. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. Great! The Lightning Service Console lets you drag and drop to customize and put the information that your agents need front and center. The console is a unifying help desk experience for agents. Hello, I'm doing the Trailhead "Learn CRM Essentials" trail and I've gotten to the Service Cloud section (Part 4). Create Aura components for Salesforce for Android, iOS, and mobile web and Lightning Experience with JavaScript and Apex. Salesforce is also committed to providing accessible products for all individuals—including your service team members working with assistive technology, such as speech recognition software and screen readers. Apps Increase productivity and growth through a proven ecosystem of pre-integrated apps with millions of installs and customer reviews. Use workspace API methods from Lightning pages either in the utility bar or in a Lightning console app. ; Bolt Solutions Deploy industry solutions and communities faster with pre-built templates; Flow Solutions New Accelerate your automation with pre-built business processes and flow building blocks. From here, you can open an article alongside the case you’re working on—maybe the article is an FAQ for a specific solar panel, or … THE FUN WAY TO LEARN SALESFORCE. opens up as a new tab, so it’s there when you need it. Set Up the Salesforce Service Console in Lightning, From the Recommended Setup flows, click the, From the Choose Your Lightning Knowledge Authors page, select. you can see case records and any associated files. To increase user productivity in your console, consider installing In-App Guidance: Boost Service User Productivity in Lightning Experience. The console automatically opens as the default view. (If your admin hasn’t customized the console, it’s even easier to find: Just open the App Launcher, enter service console in the Quick Find box, and it. Sort of defeats the benefit of moving to Lightning. Maria, Ursa Major Solar’s admin, added a link For implementation in Lightning, you can use Existing Service Console app available into Salesforce Lightning and then customize as per your need. Customize Your Lightning Service Console Pages ~15 mins. The console is where all of Salesforce’s service features come together. Now that Knowledge is enabled, create Ursa Major Solar’s Service Console app, which serves as the center for case management. start learning Instantly see every case detail, everywhere across the platform, all in one place: the Lightning Service Console. Use the Setup Flow to get started customizing all the features the Lightning Service Console … In Winter 17, just as Lightning has enough features to be useful to a broad set of teams, the ability to launch the Sales or Service Console from Lightning UI has been removed. Log in with Salesforce Events; Log in with Marketing Cloud; By logging in, you agree to our Terms of Use . Customize your Service Console app | Trailhead Challenge | Service Console App | Lightning Console App | Macros | Quick Text | Quick Action ... Salesforce MVP | Lightning Champion | 17x Salesforce Certified | Application Architect | 7x Trailhead Ranger | Techforce Services | Australia. Service Console Components. 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