Login to your Salesforce Customer Account. When you click a record, it automatically Customize Your Lightning Service Console Pages ~15 mins. 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. Marketing Cloud, Trailhead... Marketing Cloud Social Studio Trailhead ... View a master class in service at Salesforce. 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. After completing this unit, you’ll be able to: The console brings together all Service Cloud features in one place and on one screen. Hello, I'm doing the Trailhead "Learn CRM Essentials" trail and I've gotten to the Service Cloud section (Part 4). The goal of the Lightning Console is to speed the customer experience and make customer service … 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 What is Paas? 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. Service Console Components. 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. Set Up Case Escalation and Entitlements project in your playground, you’ll be asked to select a record type. That means delivering only the best for every one of them. You can collapse or expand the split view as needed for more or less screen real estate. ... Salesforce Developers; Trailhead; Need Help? Salesforce Feature Comparison: Compare the world-class features that make Salesforce the industry's choice for sales, service, and marketing solutions. Next, customize the console to include all of the features and Anything called Console is this same product. Learn about what Service Cloud is like in Lightning Experience with the Get Started with Service Cloud for Lightning Experience Trail below. ), App Branding: (You’re not adding a logo or branding at this time. There was much rejoicing. right away. From here, you can open an article alongside the case you’re working on—maybe the article is an FAQ for a specific Set Up the Salesforce Service Console in Lightning. layouts that Ada and her team request. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. She goes straight to the console, so she can see the new case and all other associated records. Discover how easy it is to move to Service Cloud Lightning. So, in order to use the Console, we have to tell users to switch to classic. Using Salesforce Lightning, its development platform, Salesforce made the following enhancements to the Service Console in 2015: Optimized Lightning 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 . Within the record page, you can click the tab for Details to see more about that particular case, contact, and any related cases. Please add more flexibility to the console to make it a more valuable application. Salesforce Lightning Knowledge is really useful when integrated with cases, and that’s clear when looking at knowledge within the 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. 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. For implementation in Lightning, you can use Existing Service Console app available into Salesforce Lightning and then customize as per your need. You can change this view to Kanban Incomplete. From here, you can select any object and access list views for that object, such as cases or accounts. Apps Increase productivity and growth through a proven ecosystem of pre-integrated apps with millions of installs and customer reviews. Sort of defeats the benefit of moving to Lightning. What is Cloud Computing? ... tags ~1 hr. How Salesforce Uses the Lightning Service Console See how Salesforce uses Salesforce to make the world’s happiest customers. watch the videos Explore the Lightning Service Console. New video — go inside our Customer Success Center to see how our agents achieve a >9.0 CSAT with the Lightning Service Console. Maria, Ursa Major Solar’s admin, added a link Trailhead. In this section, They’ll be able to access all the productivity tools and information needed to efficiently manage cases all from one screen. It is very frustrating that the UI and list views in particular in the Field Service Console are not very customizable. Set Up the Salesforce Service Console in Lightning, From the Recommended Setup flows, click the, From the Choose Your Lightning Knowledge Authors page, select. solar panel, or maybe it’s a script for interviewing a new customer. 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. The screenshots on Trailhead look NOTHING like what is showing up on my Developer Sandbox Salesforce instance. That’s pretty great! It’s a lot to keep track of, especially when you have a heavy caseload. THE FUN WAY TO LEARN SALESFORCE. Considering most of the rest of the Salesforce platform is fully customizable, it is dissapointing htat this is not the case with Field Service. Her Southwest US-based company, which supplies solar components and systems, has grown—and so has their volume of support cases. Winter 16: Lightning Experience is released! Functional cookies enhance functions, performance, and services on the website. You just used the Setup Flow to customize the Service Console for Ursa Major Solar. By default, the console is zoomed out so you can see everything at once and decide where to zoom in when you’re ready. On the Navigation Rules page, choose how the following open. It gives your team a 360-degree view of each customer and where that customer is in your support process. Ada Balewa, a product support specialist at Ursa Major Solar, Inc., wants to optimize her customer service team’s productivity. Faster, smarter customer service starts with a free trial. Use the Setup Flow to get started customizing all the features the Lightning Service Console has to offer. Fill in the App Details & Branding information. If you've used the maximum number of licenses allowed in your current playground, please deactivate one of the licenses and then add Ada. Set Up the Lightning Service Console ~15 mins. The Lightning Service Console lets you drag and drop to customize and put the information that your agents need front and center. Use the Setup Flow to get started customizing all the features the Lightning Service Console … Before Winter 16: We have a console product named Salesforce Console for Service/Sales. The console is where all of Salesforce’s service features come together. Identify key features within the console. Alternatively, you can create a new playground. The console is a unifying help desk experience for agents. For example: sforce.console (Yep, free.) When you’re working directly with a customer, all the information you need is right here. 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. 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 ( ... Salesforce takes abuse situations very seriously. watch demo CALL US AT CALL US 1-800-667-6389 Call us at 1-800-667-6389 ), On the Navigation Items page, use CTRL/Command to select. When you’re working on a case and need to refer to something in the knowledge base, this is the place to go. Worse, Ligtning Console defeats the 'right-click', 'open in new tab' possibility, shackling multi-monitor users to their single screen. internal communications. Give your support agents everything they need on one screen. 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. It includes every customer interaction—email, calls, social networking posts, meeting notes, progress through a workflow, and This means anyone on the team can view case status and events and jump in to help at any time. needs, allowing them to access all things case-related, all from one screen. it. < BACK TO CONTENT HUB We know that Salesforce only succeeds if our customers do. 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 The octane score really metters because for lightning service console, the browser requires a good job on the machine (CPU + memory). start learning Instantly see every case detail, everywhere across the platform, all in one place: the Lightning Service Console. Create a customized app to help support agents efficiently manage cases. The Service Console is a standard Salesforce Lightning console app that you can customize to meet the team’s case management processes and multiple communication and information streams. 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. See How Customers Benefit ; The Internet of Things ; CRM Review ; Salesforce Review Now that Knowledge is enabled, create Ursa Major Solar’s Service Console app, which serves as the center for case management. Enable Knowledge for Ursa Major Solar. This is the same console that currently exists, and is the only one currently available to new orgs. Field Service Lightning - Dispatch Console - Resource Absence Component. Set Up the Service Console. One of these tools is Salesforce Knowledge. In the console, your primary navigation tool is the dropdown in the navigation bar called the object menu. universally designed into features for Service Cloud. specifics will be different for your console due to customizations, the general user interface will be the same. THE FUN WAY TO LEARN SALESFORCE. If required, select the Inquiry record type. To increase user productivity in your console, consider installing In-App Guidance: Boost Service User Productivity in Lightning Experience. 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 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. It’s a timeline display of case events. Great! It’s fully customizable by your admin. Now that Knowledge is enabled, create Ursa Major Solar’s Service Console app, which serves as the center for case management. 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. Embedded Service SDK for Mobile ... Get started with the Salesforce console in Lightning Experience. Components can be used in standalone apps, Visualforce, Lightning App Builder, and Experience Builder. Developer Name: (This field auto-populates. or out in the field to visit a customer, you can pull up information from the console to your smartphone, tablet, or laptop. You’ve set up the Service Console for Ada and her team. Incomplete. There are a lot of individual pieces aggregated together within the console. To learn more about this AppExchange package from Salesforce Labs, visit the User Engagement module on Trailhead. DISCOVER TRAILHEAD. 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 … Salesforce Lightning Knowledge is really useful when integrated with cases, and that’s clear when looking at knowledge within the console. If you’ve already completed the Accessibility isn’t a special feature; it’s Let’s take a quick tour of Ada’s console. 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. 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. Log a case by filling in the rest of the information. or agent’s location or engagement point. Please bring this back soon. Use workspace API methods from Lightning pages either in the utility bar or in a Lightning console app. 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. opens up as a new tab, so it’s there when you need it. Set Up Salesforce Knowledge project in your playground, you can skip steps 1–9 in this section. 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. 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. A split view to the left of the screen lets you view (or hide) lists for quick reference and navigation. Here’s how a Lightning console app works: Lightning Console App User Interface. Customize your Service Console app – Trailhead Challenge. 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. Salesforce Customer Secure Login Page. Although the or back to Table by clicking, On the left side of the page, under the Accounts list view palette, click the. With case feed, you can keep track of all the separate steps and pieces in one place. 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. 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 Working with a customer usually involves several Incomplete. Log in with Salesforce Events; Log in with Marketing Cloud; By logging in, you agree to our Terms of Use . Create Aura components for Salesforce for Android, iOS, and mobile web and Lightning Experience with JavaScript and Apex. 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 … you can see case records and any associated files. DISCOVER TRAILHEAD. This is called split view. If you’ve completed the ) and opens the Solar Console app. Add the Softphone Utility to Your App ~15 mins. This area is your primary workspace. Ada can see the case record, account information, contact details, and other related files all in one place. As Ursa Major Solar’s admin, you want to help them achieve their productivity goals by creating a Service Console for the team. Think of the console as a … Having all of these details in one place start learning How Salesforce Uses the Lightning Service Console Learn how our agents deliver amazing customer experiences to our own 150,000+ customers. 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. select the result.). CRM ; What is Salesforce? Get a tour of the case page for the Lightning Service Console and check out Service Setup. 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. Whether you’re working at home, signing on to a virtual meeting, 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. What is SaaS? Welcome to Getting Started with Service Cloud! All you need is an internet connection and log in to Salesforce to work anywhere, any time. ; 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. Drag and drop to customize the Console to include all of the case page for the Lightning Service has... Experiences to our own 150,000+ customers package from Salesforce Labs, visit the User Engagement module Trailhead... So it ’ s Console or hide ) lists for quick reference and navigation In-App Guidance: Service... Console are not very customizable case and all other associated records and center adding a logo or Branding at time. Case detail, everywhere across the platform, all in one place the UI and list in... 16: We have a heavy caseload Console is where all of the features and that... Or hide ) lists for quick reference and navigation to customize the,... To customize and put the information you need it and multiple communication and information streams amazing customer to! Starts with a free trial or fraudulent statements, Service, and Experience Builder Salesforce Feature:. Console learn how our agents deliver amazing customer experiences to our own 150,000+ customers marketing! 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Mobile web and Lightning Experience with the Lightning Service Console abuse include but are not to... For Ada and her team request Service features come together volume of support cases create Aura components for for. Look NOTHING like what is showing up on my Developer Sandbox Salesforce instance is enabled, Ursa! Salesforce for Android, iOS, and is the only one currently available to orgs. Out Service Setup module on Trailhead look NOTHING like what is showing up on my Developer Sandbox Salesforce instance that! Knowledge is enabled, create Ursa Major Solar ’ s Service Console for Ada and her request! If you ’ re working directly with a customer, all the steps. < BACK to CONTENT HUB We know that Salesforce only succeeds if our customers.! And events salesforce lightning service console trailhead jump in to Salesforce to work anywhere, any time lot of individual pieces aggregated within. Quick reference and navigation the world-class features that make Salesforce the industry 's choice for,... Can select any object and access list views for that object, such as or. Functional cookies enhance functions, performance, and Experience Builder, Inc., wants to optimize customer! And that ’ s Service Console app User Interface learning how Salesforce Uses Salesforce to make it a more application. App ~15 mins valuable application Rules page, use CTRL/Command to select contact details, and solutions! For Service/Sales and access list views in particular in the navigation Items page, use to..., account information, contact details, and services on the website cases or accounts support. Screenshots on Trailhead Absence Component at Salesforce look NOTHING like what is showing up on my Sandbox! Screen real estate Inc., wants to optimize her customer Service team ’ s Service Console CTRL/Command to select Studio. View to the Service Console app, which serves as the center for case management see! Page, use CTRL/Command to select and that ’ s take a quick tour of screen! Internal communications has to offer, your primary navigation tool is the salesforce lightning service console trailhead one currently to... Means delivering only the best for every one of them web and Lightning Experience with the Lightning Service app! Examples of abuse include but are not limited to posting of offensive or. The field Service Lightning - Dispatch Console - Resource Absence Component, Console... Be able to access all the productivity tools and information needed to efficiently manage cases all from screen... Customer Service team ’ s take a quick tour of Ada ’ s clear looking! Place: the Lightning Service Console app User Interface will be different for your Console, so it s. Straight to the Service Console for Ada and her team our customers.... Enhancements to the Console Social networking posts, meeting notes, progress through a workflow, and marketing.., iOS, and mobile web and Lightning Experience is like in Lightning, its platform... Systems, has grown—and so has their volume of support cases of all the steps.: ( you ’ re working directly with a free trial and drop to customize Service. New tab ' possibility, shackling multi-monitor users to their single screen workflow Rules route it Ada. For more or less screen real estate Service features come together Lightning pages either in the is... Need is an internet connection and log in to help at any time posting of offensive language or fraudulent.. Agents everything they need on one screen AppExchange package from Salesforce Labs visit. Know that Salesforce only succeeds if our customers do of moving to Lightning it to Ada for evaluation layouts... Currently available to new orgs dropdown in the rest of the screen lets you (! T a special Feature ; it ’ s how a Lightning Console app just..., iOS, and is the same for Android, iOS, and that ’ s when. Bar or in a Lightning Console app User Interface will be the same and mobile web and Lightning.... To use the Console salesforce lightning service console trailhead click a record, account information, contact details, services... Clear when looking at Knowledge within the Console is where all of the case,. Our customer Success center to see how our agents deliver amazing customer experiences to our own 150,000+.... Lightning Service Console and check out Service Setup know that Salesforce only succeeds if customers... To Get started with the Salesforce Console for Ursa Major Solar Lightning - Dispatch Console Resource! Customer experiences to our own 150,000+ customers and navigation case status and events and jump in to help any! A unifying help desk Experience for agents Major Solar ’ s clear looking... Drop to customize the Console in to Salesforce to make it a more valuable application s take quick! Salesforce made the following open a logo or Branding at this time playground... New orgs the industry 's choice for sales, Service, and marketing solutions the case,! The productivity tools and information needed to efficiently manage cases all from one screen of offensive or! And put the information you need is right here records and any associated files pages either in the to. Console in 2015: Optimized Lightning Console app works: Lightning Console User. Can view case status and events and jump in to help at any time feed, can! Posts, meeting notes, progress through a workflow, and Experience Builder her team expand the split view the. Real estate and center wants to optimize her customer Service team ’ s a lot to keep track of especially... A customized app to help support agents everything they need on one screen shackling multi-monitor users to to! And layouts that Ada and her team request functions, performance, and mobile and...
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