Explore Service Console
After completing this unit, you’ll be able to:
- Navigate Service Console.
- Identify key features and tools within Service Console.
Focus on the Right Information
Service Console brings Service Cloud features together in one place. It’s where you can go to get a full view of each client and access the tools you need to manage data related to service delivery.
A console in Salesforce is a special kind of app that lets you view and open multiple records for different objects all in one window. Service Console is the out-of-the-box console app for Service Cloud, making it easier to see and work with clients and cases. For example, within Service Console, you could open and edit a case and in another part of the same screen, see the client’s contact and account records, activity history, files, internal Chatter posts regarding the account, and any other records that relate to the client — even if those records aren’t related to the current case.
With different records aggregated in one place, you can either quickly focus in on one or two independent pieces or widen your view to see the bigger picture and get context around the client’s current needs.
But why take our word for it? Let’s see it in action.
Getting around Service Console
After Lucy, the No More Homelessness (NMH) hotline volunteer, takes a call and opens a new case, the automatic workflow rules route it to the NMH Program Manager, Anthony, for evaluation. Anthony gets an email alerting him that he’s been assigned a new case and because it came in from the crisis hotline, he wants to take a look at it right away. He goes straight to Service Console, so he can see the new case and other associated records, like whether the client is currently enrolled in any NMH programs.
NMH’s admin, Gorav, has customized the Service Console by giving it a new logo and renaming it, so, to get to the Service Console, Anthony clicks the App Launcher ( ) and opens the Housing Assistance (Service Console) app.
Anthony can see the case record, account information, contact details, and other related files all in one place.
By default, Service Console is zoomed out so you can see everything at once and decide where to zoom in when you’re ready. There are a lot of individual pieces aggregated together within Service Console (that’s the point, right?) so let’s take a quick tour of Anthony’s console.
Although the specifics will be different for you, the general topography will be similar.
Object Menu (1)
In Service Console, your primary navigation tool is the dropdown in the navigation bar called the object menu. From here, you can select any object and access list views for that object. When you click on a record, it automatically opens up as a new tab, so it’s there when you need it.
Record Page (2)
This area is your primary workspace. Everything you need to know about a client and the current service issue is literally front and center, minimizing the amount of clicking and scrolling you need to do. In this section, you can see case records and any associated files.
Case Feed (3)
Clicking a button in Salesforce to change a status value from New to In Progress or Closed really doesn’t illustrate what it takes to make progress on a case or with a client in real life. Working with a client usually involves several processes and multiple communication and information streams.
With case feed, you can keep track of all the separate steps and pieces organized and accessible from one place. It’s like a timeline display of everything that’s happening with a case. It includes every interaction related to the specific issue—email, calls, social networking posts, and internal communications—so you and your whole team can see exactly what’s happened on a case.
Case Details (4)
Within the record page, you can click the tab for Details to see more about that particular case, contact, and any related cases—information that gets to the matter at hand. When you’re working directly with a client, all the information you need is right here. Convenient, yes, but more importantly, you can focus on the person in front of you rather than hunt for a file on your computer.
Related Record Details (5)
Contact and account details also appear within the Console app, so you can know the details about the client you’re working with and update the records without having to switch to a different screen or workspace. Having all of these details in one place also ensures that you and your colleagues are always looking at the same client information, no matter what stage the case is at or who’s working on it.
Utility Bar (6)
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 client issue. It’s like a Swiss Army knife for record management (minus the sharp edges) and is fully customizable by your Salesforce admin. Anthony has a link to History, Notes, and Macros on his utility bar, so he can quickly flip to a record he was recently viewing, take notes during a conversation, or automate some of the repetitive actions he regularly takes on his cases.
Knowledge Base (7)
When we first introduced knowledge, we mentioned that it’s really useful when integrated with cases, and that’s clear when looking at knowledge within Service Console. From here, you can open up an article right alongside the case you’re working on—maybe the article is a list of evaluation questions for an unusual confluence of circumstances, or maybe it’s a script for interviewing a new client. When you’re working on a case and need to refer to something in the knowledge base, this is the place to go.
Split View (8)
A split view to the left of the screen lets you view (or hide) lists for quick reference and navigation. You can collapse or expand the split view as needed.
Service Console is also accessible through the Salesforce mobile app, so you can create hotline or helpline cases, edit, and view your data in real-time, no matter where you happen to be.
With the ability to take the technology anywhere, NMH created a street outreach team (think mobile helpline) to meet with and serve clients during emergency weather situations. The mobile app allows the team to keep a record of issues addressed in the field.
There’s a whole trail dedicated to using the Salesforce mobile app, so we’ll spare you the details here and include the link in the resource section below. Oh, look! There it is: