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Salesforce Console Deep Dive Chad Kelly, Salesforce.com, Technical Solution Architect @chadforce Clement Tussiot, Salesforce.com, Senior Solution Architect @ctussiot Salesforce Console for Sales & Service

Salesforce API: Salesforce Console Deep Dive

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At its basic core, the Salesforce Console is an Application Framework that can be leveraged to present all relevant details in context in a single page presentation, integrate with third-party applications, connect with customers via telephony, Live Agent Web chat, and Knowledge integration. Join us to learn about the Salesforce console Integration toolkit, as well as other declarative and programmatic options available to customize and get the most from the Salesforce Console.

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Page 1: Salesforce API: Salesforce Console Deep Dive

Salesforce Console Deep Dive

Chad Kelly, Salesforce.com, Technical Solution Architect@chadforce

Clement Tussiot, Salesforce.com, Senior Solution Architect@ctussiot

Salesforce Console for Sales & Service

Page 2: Salesforce API: Salesforce Console Deep Dive

Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Page 3: Salesforce API: Salesforce Console Deep Dive

Chad KellyTechnical Solution Architect@chadforce

Page 4: Salesforce API: Salesforce Console Deep Dive

Clemont TussiotSenior Solution Architect@ctussiot

Page 5: Salesforce API: Salesforce Console Deep Dive

AgendaSalesforce Console FrameworkIntegration Capabilities and ArchitectureUI integration Patterns

▪ Salesforce Console Integration Toolkit▪ Use Cases, Demonstrations and Code Examples

Q & A

Page 6: Salesforce API: Salesforce Console Deep Dive

World’s #1 Customer Service Application

SocialProfile

AgentConsole CommunitiesKnowledge

BaseEmailPhone Web Self-ServiceChat Analytics PartnersSocial

Channels

Page 7: Salesforce API: Salesforce Console Deep Dive

Leveraged Web Technologies

Force .com Canvas

Aura UI

Page 8: Salesforce API: Salesforce Console Deep Dive

Salesforce Console Architecture App Header & Global Search

Highlight Panel / Workspace Component

Header Component

Detail RecordRight Sideb

ar

Left Sideb

ar

Detail Footer Component

PinnedList

Footer / Bottom Bar

Highlight Panel / Workspace Component

Right Sideb

ar

Left Sideb

ar

Page 9: Salesforce API: Salesforce Console Deep Dive

Salesforce Console Architecture App Header & Global Search

Highlight Panel / Workspace Component

Header Component

Detail RecordRight Sideb

ar

Left Sideb

ar

Detail Footer Component

Pinned List

Footer / Bottom Bar

Highlight Panel / Workspace Component

Right Sideb

ar

Left Sideb

ar

Page 10: Salesforce API: Salesforce Console Deep Dive

Configuring Custom Console Components

Page 11: Salesforce API: Salesforce Console Deep Dive

Salesforce Console Integration Capabilities

Component Framework – Primary Tabs, Subtabs, Navigation Tab, Footer, Sidebar Components

Salesforce Console Integration Toolkit

Standard Objects

Custom Objects

Visualforce 3rd Party web pages/ web tabs

Open CTI Canvas Apps

Key

boar

d S

hortc

uts,

Pus

h N

otifi

catio

ns

Reports/ Dashboards

Chatter

Live Agent Standard Components

Page 12: Salesforce API: Salesforce Console Deep Dive

Out of the Box UI Integration Patterns

Approach Pros ConsPush Notifications • Managed via Configuration

• Can subscribe by object/field• 10K events in a given 24 hours

governor

Page 13: Salesforce API: Salesforce Console Deep Dive

UI Integration Patterns

Approach Pros ConsOOB Refresh of Custom Console Components

• No coding of refresh required• No add’l coding required to

reinstantiate page• Fast performance

• Refresh only triggered on save of detail record

• Complete re-execution of page controller constructor logic and page render

Page 14: Salesforce API: Salesforce Console Deep Dive

UI Integration Patterns

Approach Pros ConsSalesforce database persistence • Easy to Code

• Data persists forever• Record Storage Required• Presentation on another screen

requires DML query

Page 15: Salesforce API: Salesforce Console Deep Dive

UI Integration PatternsApproach Pros ConsCanvas App Events

Canvas Events provide a javascript based way to send and receive events using a pub/sub pattern

• Lightweight eventing model based entirely in JavaScript using JSON

• Events are localized to the browser

• Allows your apps to talk to other apps in an easy way

• Authentication approach available via secure Connected Apps framework

• Events are only sent in browser, so they do not work with apps off the page you are viewing

• Parsing payload (e.g. JSON) is done by the app, not by canvas

• Events are async, so you could not guarantee execution order (though you could chain event by saying the result from event 1 fires event 2, etc...)

Page 16: Salesforce API: Salesforce Console Deep Dive

Salesforce Console Integration Toolkit▪ What is the Salesforce Console Integration Toolkit?▪ Why is it cool?▪ What does it do?

What Does it Do?Primary Tabs and Subtabs

Computer-Telephony Integration

Communication b/tcomponents

openPrimaryTab() sendCTIEvent() fireEvent()addEventListener()

Page 17: Salesforce API: Salesforce Console Deep Dive

Integration Toolkit Customer Use CasesChallenge The solution must render a custom screen pop with several sub tabs

Solution Use the salesforce console integration toolkit openPrimaryTab() method to launch one primary tab and use the openSubTab() method to launch one or many sub tabs within that console

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Integration Toolkit Customer Use CasesChallenge The solution must uniquely identify the content by setting the tab title dynamically

Solution Use the Salesforce console integration toolkit setTabTitle() method to customize the title

Page 19: Salesforce API: Salesforce Console Deep Dive

Integration Toolkit Customer Use CasesChallenge The solution must prevent the user from closing a Salesforce Console tab when processing within the tab

Solution Use the Salesforce Console integration toolkit setTabUnsavedChanges() method to flag the tab as dirty while the user is processing

Page 20: Salesforce API: Salesforce Console Deep Dive

UI Integration PatternsApproach Pros Consfire event / add event listener (pub/sub)

• Based on a library tested across multiple browser versions

• Multiple listeners can process a given event

• No Record Storage Required

• Does not require full receiving Visualforce page refresh

• Receiving page must be open

• If multiple receiving pages are open state logic must be implemented

• Does not persist once page is closed

Page 21: Salesforce API: Salesforce Console Deep Dive

Integration Toolkit Customer Use CasesChallenge The solution should allow the agent to easily associate activities to only Contact records viewed upon handling a call

Solution Use the Salesforce console integration toolkit fireEvent() method to publish Contact details upon Contact(s) being viewed and addEventListener() on the activity logging page to build a SelectList

Page 22: Salesforce API: Salesforce Console Deep Dive

Integration Toolkit Customer Use CasesChallenge When a change is made in one area of the application the solution must automatically refresh other area(s) of the solution

Solution Use the Salesforce console integration toolkit fireEvent() method to publish a request triggered by the desired behavior and addEventListener() to refresh the target component(s)

Page 23: Salesforce API: Salesforce Console Deep Dive

Bringing External Apps into the Salesforce ConsoleCan you customize your external app?Does your external application work when framed?

Parameter passing www.bing.com/search?q={!case.subject}

Page 24: Salesforce API: Salesforce Console Deep Dive

GotchasNo initial type check on Javascript upon savingTest on multiple browsersUse alerts e.g. alert(’is this working?');Don’t forget to include the resource in your visualforce page and mind the API version <apex:includeScript value="/support/console/28.0/integration.js"/>

Leverage Google Chrome developer tools to debug javascript ▪ Ctrl + Shift + I (Mac: ⌥⌘I) keys to open

Page 25: Salesforce API: Salesforce Console Deep Dive

UI Integration Patterns

Approach Pros ConsBrowser Session storage persistence

• Fast (No server script)

• No Record Storage Required • Does not require receiving page

to be open

• Requires logic to manage state to determine which primary tab is applicable

• Persists globally regardless of page close

Page 26: Salesforce API: Salesforce Console Deep Dive

Salesforce Console Integration Capabilities

Component Framework – Primary Tabs, Subtabs, Navigation Tab, Footer, Sidebar Components

Salesforce Console Integration Toolkit

Standard Objects

Custom Objects

Visualforce 3rd Party web pages/ web tabs

Open CTI Canvas Apps

Key

boar

d S

hortc

uts,

Pus

h N

otifi

catio

ns

Reports/ Dashboards

Chatter

Live Agent Standard Components

Page 28: Salesforce API: Salesforce Console Deep Dive

Chad Kelly

Speaker Title,@twittername

Clement Tussiot

Speaker Title,@twittername

Page 29: Salesforce API: Salesforce Console Deep Dive

We want to hear from YOU!

Please take a moment to complete our session survey

Surveys can be found in the “My Agenda” portion of the Dreamforce app

Page 30: Salesforce API: Salesforce Console Deep Dive