Customizing the salesforce console with the integration toolkit mt

Customizing the Salesforce Console with the Integration ToolkitAdd a little pow-wow to your Console

Andy Mahood, Tquila, Technical Architect@andymahood__c

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Andy MahoodTechnical Architect at Tquila

@andymahood__c

Gautam VasudevSenior Product Manager for Service Cloud at Salesforce.com

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Andy MahoodTechnical Architect at Tquila

@andymahood__c

Gautam VasudevSenior Product Manager for Service Cloud at Salesforce.com

AgendaExplore the Salesforce Console and how to extend the UI.

▪ Review the Console

▪ Introduce Console Toolkit

▪ Console Roadmap, past and future

▪ Demos

▪ Q&A

WHAT IS THE SALESFORCE CONSOLE?

What is the Salesforce Console?

Next Generation Multi Channel Console

Split Screen for multi-tasking

Split Screen for multi-tasking

Records open as tabs and sub-tabs

Where are the hooks?

Custom Console Components in the footer

Footer Components can pop out

Same-origin policy

Even better with Integration Toolkit

Even better with Integration Toolkit

Even better with Integration Toolkit

Even better with Integration Toolkit

LETS DIG INTO THE SALESFORCE CONSOLE INTEGRATION TOOLKIT

Salesforce Console Integration ToolkitThe Toolkit is a Javascript API.

<apex:includeScript value="/support/console/20.0/integration.js"/>

Toolkits is AsynchronousThe Toolkits API is asynchronous. Important when you start building.

Types of Methods available to the Toolkit▪ Interacting with Primary Tabs and Sub tabs

• Open/Close/Focus Tabs• Get ID of record within Tab for Context

▪ Interacting with the Console UI• Controlling behavior of component buttons

• Change Text, Icon, Scroll Text etc.

• Events, for instance when Primary Tab changes

▪ Methods for CTI and Live Agent• Build custom interfaces for Telephony and Live Agent

▪ Push Notifications• Allow List Views and Page Layouts within Console to update dynamically when changes are made in

other sessions

THE SALESFORCE CONSOLE ROADMAP

Review of recent features[spring13] Service Cloud Console Integration Toolkit: Console Buttons[summer13] Salesforce Console Integration Toolkit: New Methods[summer13] Updated UI[winter14] Service Cloud for Sales[winter14] Salesforce Console Supports Microsoft Internet Explorer 10[winter14] Lookup Components for the Salesforce Console[winter14] Force.com Canvas for the Salesforce Console[winter14] Salesforce Console Integration Toolkit: New Methods

Roadmap for the next few releases•Touch•Other stuff...

DEMO TIME

Props to the Tquila team▪ Ivan Almeida

▪ Piotr Czechumski

▪ Liza Romanenko

▪ David Darkins

Find People• Problem

• Call center handles switchboard, require fast employee lookup

• Solution• Console widget to let users search for

colleagues

• Display their Phone number as ‘Click to call’

Similar Contacts and Open Cases▪ Problem

• Lots of Duplicate Contacts in the System

• Struggle to see Contacts Case History

▪ Solution• Custom Sidebar that finds similar

contacts

• Lists all their Open and Recent Cases

• Allows the Case to be reallocated or new cases created

Reminders▪ Problem

• Activities can be assigned to users

• Users should live in the Console

• Users need to have visibility of their Task list

▪ Solution• List activities with reminders due

• Button will highlight when reminders are due as Call to Action

• Button will identify the number of reminders due

Andy MahoodTechnical Architect at Tquila

@andymahood__c

Gautam VasudevSenior Product Manager for Service Cloud at Salesforce.com

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