Customize a Sales Console App for Your Inside Sales Team

Meet the Sales Console App

Lightning Experience comes automatically configured with standard Lightning apps, in addition to your custom apps that have already been created in Salesforce Classic. Let’s take a look at what the Sales Console app looks like in Lightning Experience. 

There are times when members of your sales team need to perform multiple actions at the same time. From working leads, logging calls, updating opportunities, adding contacts, and changing statuses, this means they’re moving back and forth between multiple records. The Sales Console app makes this task much simpler, as users can open multiple records at the same time, jump quickly from object to object, and log activity easily. 

Let’s take a look at some of the time-saving aspects of working in a console app. You’ll want to train your Inside Sales team users on these features so they get the best experience when you move them to Lightning Experience.

First, let’s explore Chatter and one of its new features, Chatter Streams. Chatter Streams is where your users can create curated lists of records and people to follow. Each user can create up to five Chatter streams that combine posts from different feeds and different feed types. They can combine feeds from people, groups, and records, such as their accounts, opportunities, and cases. Try it out for yourself.

  1. Click the App Launcher App Launcher icon .
  2. Enter Sales Console in the Search apps and items... box and select Sales Console.
  3. Click the down arrow next to Home and click Chatter.
  4. Click the plus icon Plus signnext to STREAMS and complete the information.
    • Stream Name: Important Accounts & Opps
    • Search Accounts by typing the following names and selecting them: Edge Communications and Burlington Textiles Corp of America
  5. Click the arrow next to the Accounts icon and change it to Opportunities.
    arrow to change to Opportunities
  6. Search Opportunities by typing the following name and selecting them:
    • GenePoint Lab Generators
  7. Click Save.

While we’re here, let’s create a feedback group for our users to use when they want to tell us how great Lightning Experience is!

  1. Click the plus iconPlus signnext to Recent Groups and complete the information.
    Lightning Feedback
    Group for Lightning Experience Pilot Feedback
    Access Type
  2. Leave all other items defaulted. Click Save & Next.
  3. Click Next and then click Done.
  4. Click the down arrow next to the Lightning Feedback tab in the upper toolbar and click Pin Tab.

In the utility bar at the bottom of the page, users can quickly access tools and components, no matter where they are in the app. Let’s take a closer look at a few of these tools.

  1. Click History to view the recent tabs you’ve opened.
  2. Minimize the History window, and then click Notes to view recent notes you’ve created.
  3. Minimize the Notes window.
    Features of the Sales Console with pinned tabs highlighted.

Customize the Sales Console App

We’ve explored the console app. Now let's customize it for your inside sales users.

Modify the sales console app using App Manager.

  1. Click the setup cog Gear icon and select Setup.
  2. Enter App Manager in the Quick Find box and select App Manager.
  3. Click the down arrow next to Sales Console and click Edit.
  4. In the App Details & Branding section, update the following field.
    • Primary Color Hex Value: #29C41E
  5. Under Image, click Upload and select the Emblem-money.png image from your desktop.
    Note: If there's an existing app image, click Clear first.
  6. Click Save.
  7. Click App Options. Leave everything defaulted, but notice the App Navigation is set to Console, rather than Standard.
  8. Click Navigation Items.
  9. Click Cases in the Available Items list, hold down CTRL/Command, and then click Forecasts.
  10. Click the right arrow Right-facing arrow to add the two items to Selected Items.
  11. Click Cases in the Selected Items list, hold down CTRL/Command, and then click Forecasts.
  12. Click the up arrow to move Cases and Forecasts below Accounts.
  13. Click Campaigns in the Selected Items list, and then click the left arrow Left-facing arrow to remove the item.
    Select Items tab in the App Builder with Cases and Forecasts selected.
  14. Click Save.
  15. Select Navigation Rules and click Cases.
  16. Click the Subtabs of radio button and select Account (Account).
  17. Click Save.
  18. Select User Profiles.
  19. Click Marketing User from the Selected Profiles list and click left arrow Left-facing arrow to remove Marketing User from the list.
  20. Click Save.
  21. Click Back.

Next, let's add a reminder prompt to the Sales Console App.

  1. From Setup, enter In-App Guidance in the Quick Find box and select In-App Guidance.
  2. Click Add.
  3. A new tab/window with the Sales Console app will open. Notice the In-App Guidance Builder Bar across the top.
    Note: If the Guidance Bar does not appear, refresh the page.
    Prompt Authoring Bar.
  4. Click the down arrow next to Chatter and click Home.
  5. Click Add in the upper right of the page.
  6. Select Single Prompt and click Next.
  7. Select Floating Prompt.
  8. Select Bottom Right from the Position selector and click Next.
  9. Add the following information to the Content section:
    Pipeline Review Meeting
    Pipeline review meetings start tomorrow. Update your opportunities today!
    Dismiss Button Label
  10. Click Save.
  11. In the Settings Modal that appears, leave the Action Button Label and Action Button URL fields empty and click Next.
  12. Ensure the Start Date is today’s date.
  13. Select the End Date as tomorrow’s date.
  14. Under frequency, ensure 1 is listed in the Times to Show and click Next.
  15. Ensure No profile restrictions is selected and click Next.
  16. Ensure No permissions restrictions is selected and click Next.
  17. Add the following information to the Details section:
    Prompt Name
    Pipeline Review Meeting
    API Name
    Reminder of the next pipeline review meeting.
    Note: These details aren’t seen by the end user. This is for internal identification only.
  18. Click Save.
  19. Preview the new prompt in the lower-right corner.
  20. Click Done and then close the browser tab.

Now let’s view the Sales Console App changes.

  1. Click down arrow Down arrow icon next to Home. You can now select Cases and Forecasts, but can no longer select Campaigns.
  2. Click Cases.
  3. Click the down arrow next to Recently Viewed and click All Open Cases.
  4. Click case 00001002. Notice how the case appears as a subtab within the United Oil & Gas Corp. account. This is because case 00001002 is associated to that account.
  5. Click the United Oil & Gas Corp. subtab. Notice that you can toggle back and forth between the account and case records.
  6. Click the down arrow next to United Oil & Gas Corp. at the top of the screen and click Pin Tab. Notice that it is the account that is pinned, not the case. The case is a subtab of the pinned account.
  7. Click the History Component in the Utility Bar (lower left corner).
  8. Click the link icon next to the Lightning Feedback Group to copy its link to your clipboard for use in the next section.
  9. Click the History Component in the Utility Bar to collapse the History window.

We’re almost finished setting up the Sales Console app. But before we wrap up this step, let’s customize the Home page for our pilot users.    

  1. Click the down arrow next to Cases and click Home.
  2. In the upper-right corner, click the setup cog Gear icon and click Edit Page.
  3. From the Standard list on the left, click the Items to Approve component and drag it into the Assistant box. Notice that the area turns green, letting you know you are allowed to drop the component in that location.
  4. From the Standard list on the left, click the Rich Text component and drag it to just below the Items to Approve component.
  5. In the Rich Text box, type: Have Lightning Experience feedback for us? Take it to the Chatter Group!
  6. Highlight the words Chatter Group and click the Link icon.
  7. In the URL box, paste the Chatter group URL you copied earlier.
  8. Click OK.
  9. Click Save. In the pop-up box that appears, click Activate.
  10. Click Assign as Org Default.
  11. Click Save.
  12. Click Back.
    Note: Refresh the Home page if you don’t see your changes. Notice that the Items to Approve section now appears below the Assistant, and there’s a helpful link to a Chatter group where users can share feedback on Lightning Experience.

Great job! Now we’re ready for the next step.

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