supercharge your salesforce console

27
Supercharge your Service Cloud Console Making the most of the Console Integration Toolkit Micah Joel, Salesforce.com, Principal Service Cloud Specialist, APAC Troy Sellers, Salesforce.com, Platform Architect, APAC

Upload: salesforce-developers

Post on 21-Jan-2015

270 views

Category:

Technology


2 download

DESCRIPTION

The Salesforce Console Integration Toolkit is an extremely powerful yet often underutilized means for developers to create innovative, responsive interfaces for their company. Join us as we help you unleash the full power of the Salesforce Console to increase the speed and efficiency of users, both in service and sales. Learn how to build interfaces that drive business processes, effectively integrate Knowledge Management, and put useful tools at your users' fingertips.

TRANSCRIPT

Page 1: Supercharge Your Salesforce Console

Supercharge your Service Cloud ConsoleMaking the most of the Console Integration Toolkit

Micah Joel, Salesforce.com, Principal Service Cloud Specialist, APACTroy Sellers, Salesforce.com, Platform Architect, APAC

Page 2: Supercharge Your Salesforce Console

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: Supercharge Your Salesforce Console

Agenda• Introductions and Session Goals• Salesforce Console Overview• The Console Integration Toolkit

• Responsive Panel Components• Custom Console Components• Custom Keyboard Shortcuts & Transferring State• Push Notifications• Knowledge and Canvas

Page 4: Supercharge Your Salesforce Console

Session Goals• Demonstrate what’s possible with the Salesforce Console• Show you the Console Integration Toolkit• Demonstrate a Canvas integration in the Console• Provide you with tools and code to get started

Page 5: Supercharge Your Salesforce Console

One Console, Many Faces

Page 6: Supercharge Your Salesforce Console

Primary TabCustom Header or Highlights Panel

Custom Sidebar

Standard Knowledge Sidebar

Subtab

Custom Actions

Page 7: Supercharge Your Salesforce Console

The Console Layout

Record in Focus

Primary Tab Header

Primary Tab Footer

Primary TabSidebar

Primary Tab Sidebar

Subtab Header

Subtab Footer

SubtabSidebar

Subtab Sidebar

Page 8: Supercharge Your Salesforce Console

Primary Tab Header

Subtab SidebarPrimary Tab

Sidebar

Page 9: Supercharge Your Salesforce Console

The Console Integration ToolkitJavascript library provides methods for:

▪ Primary tabs and subtabs▪ Computer-telephony integration (CTI)▪ Application level custom console components▪ Push notifications▪ Live Agent

Available at: http://www.salesforce.com/us/developer/docs/api_console/index.htm

Page 10: Supercharge Your Salesforce Console

Responsive Panel ComponentsChange panel content depending on:

▪ The primary tab or subtab in focus▪ The object type▪ Contents of record▪ User profiles▪ Time of day, etc.

Page 11: Supercharge Your Salesforce Console

Demonstration

Page 12: Supercharge Your Salesforce Console

Custom Console ComponentsExtend the desktop with:

▪ Notifications and Messages▪ Utilities and quick access tools▪ Chatter

They are record-independent, but can:▪ Be record-sensitive▪ Update content in tabs and panels▪ Contain Canvas apps

Page 13: Supercharge Your Salesforce Console

Demonstration

Page 14: Supercharge Your Salesforce Console

Custom Keyboard ShortcutsThis feature allows you to:

▪ Define key combinations for common tasks• Close-current-case-and-show-next• Open and close panels• Open custom console components• Logout

▪ Have up to 144 shortcuts per console ▪ Shows custom shortcuts on the Shortcuts Overlay Panel

Page 15: Supercharge Your Salesforce Console

Demonstration

Page 16: Supercharge Your Salesforce Console

Transferring State with Console URLsEntire state of a console can be communicated via URL

▪ Primary tab in focus▪ All open subtabs

Useful for: ▪ Call transfers with screen pop▪ Sharing with supervisor

Page 17: Supercharge Your Salesforce Console

Demonstration

Page 18: Supercharge Your Salesforce Console

Push NotificationsUse visual indicators on list views and records to:

▪ Notify agents of records that have changed▪ Refresh list rows or the entire list▪ Highlight fields that have changed▪ Flag or automatically refresh changed records

Page 19: Supercharge Your Salesforce Console

Demonstration

Page 20: Supercharge Your Salesforce Console

KnowledgeUse the Knowledge API to:

▪ Change the look and behavior of the standard sidebar▪ Add an articles widget into a custom panel

Knowledge Everywhere▪ Support non-case objects ▪ Provide in-line coaching on business processes and applications

Page 21: Supercharge Your Salesforce Console

Demonstration

Page 22: Supercharge Your Salesforce Console

Canvas

Integrate applications to your console at the UI layer▪ Javascript API▪ Simplified Authentication (signed request in this instance)▪ Contextually aware iFrame▪ Cross domain interactions▪ Eventing for driving console ▪ Connected App for management

Page 23: Supercharge Your Salesforce Console

Demonstration

Page 24: Supercharge Your Salesforce Console

Resources• Code for each of these components is available at:

http://www.github.com/ibigfoot

• Salesforce Console Integration Toolkit: http://bit.ly/sfdc_console

• Salesforce Console Implementation Guide:http://bit.ly/sfdc_console_guide

• Salesforce Knowledge Developers Guide:http://bit.ly/sfdc_knowledge

Page 25: Supercharge Your Salesforce Console

Wrap-Up• Demonstrated what’s possible with the Salesforce Console• Shown you the Console Integration Toolkit• Demonstrated a Canvas integration in the Salesforce Console• Provided you with tools and code to get started

Page 26: Supercharge Your Salesforce Console

Q&A

Page 27: Supercharge Your Salesforce Console