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

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.

Andy MahoodTechnical Architect at Tquila

@andymahood__c

Gautam VasudevSenior Product Manager for Service Cloud at Salesforce.com

DEVELOPERCERTIFIED

SALES CLOUDCERTIFIED241 SALESFORCE

CERTIFICATIONS

Who are Tquila?Platinum partner in Europe

©Tquila | Client Name | Date

18NATIVELANGUAGES

3435 SERVICE CLOUDCERTIFIED 82

+311%REVENUE GROWTH2011/2012

200EMPLOYEESGLOBALLY

4KEY GEOGRAPHIES: UK,GERMANY, INDIA & JAPAN

©Tquila | Client Name | Date

Why We are differentOUR COMPANY

MARKETING CLOUDCERTIFIED

1 of 3MVPs IN THE UK

2 of 7CERTIFIED TAs IN EMEA

230+MAN-YEARS OF SALESFORCE EXPERIENCE

ONLY SALESFORCE PRODUCT DEVELOPMENT PARTNER IN EMEA

TQUILA LABSWE’VE DEVELOPED LOW-RISK, LOW-COST ACCELERATORS

UXONLY PURE-PLAY SALESFORCE COMPANY WITH A DEDICATED USER EXPERIENCE TEAM

TECHNICAL LEADERSHIP

SALESFORCE PLATINUM PARTNER SINCE THE PROGRAMME LAUNCHED

HEROKU PLATINUM PARTNER

10%SALESFORCE OWNED


@andymahood__c


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

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

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


@andymahood__c


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customizing the salesforce console with the integration toolkit mt

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