Before you set up a console, review these questions to help you get the most out of your implementation.
Who will use a console in your Salesforce org?
A console is designed for users who want to find, update, and create records quickly. If users’ profiles are assigned to a console app, they can access it. Before creating a console, we recommend determining which of your existing user profiles will benefit the most from console access, such as profiles assigned to support agents or a telesales team. You can also consider creating a profile or cloning an existing profile from which you can assign users to a console. See Set up a Salesforce Console App.
A console is an app, consisting of a group of tabs working as a unit to provide application functionality. Salesforce provides standard apps, such as Sales and Call Center. You create a console as a custom app that users select from the Force.com app menu. If there is a user in your company who is familiar with creating apps in Salesforce, have that person implement console apps. See Set up a Salesforce Console App.
Which items do you want users to access from the console’s navigation tab?
The navigation tab appears when users select a console from the Force.com app menu. This tab lets users select an object, such as a case, account, or contact, and view that object’s home page. We recommend that you add any objects to the navigation tab that function as the center of your business process. For example, the center of support agents’ business process is most likely cases, so make cases available to agents from the navigation tab. See Set up a Salesforce Console App.
How do you want records to display in a console when they’re selected from outside of primary tabs or subtabs?
A console displays all records as tabs so that users can quickly find, update, and create records on one screen. Primary tabs display the main item to work on, such as an account. Subtabs display related records, such as cases or contacts on an account. You can choose how records display when they’re selected outside of primary tabs or subtabs, for example, when users select cases from list views or search results. See Set up a Salesforce Console App.
Which fields do you want to highlight on records?
A console includes a highlights panel that showcases the most important fields on each record. The highlights panel helps users see critical information without having to click a button or scroll down a page. We recommend working with your users to determine the most important fields on records, such as cases, accounts, and contacts, so that you can set up a console to highlight the most useful information. See Configure Highlights Panels for a Salesforce Console.
Do you want users to add notes to records using interaction logs?
An interaction log lets Salesforce console users write notes on records that appear on primary tabs. You can create multiple interaction logs and customize them to display specific task fields for different users to update. Determine if it’s necessary for your users to add notes to records or updated task fields on records directly. For example, some users might use a console to quickly find and review records versus adding or updating record information. If the former suits your business needs, don’t set up interaction logs. Also, if it’s not critical that your users add notes to records, you can save screen space by not setting up interaction logs. See Set Up Interaction Logs for a Salesforce Console.
Do you want to assign interaction logs to specific user profiles or all users?
Since not all console users add notes to records using an interaction log, you can assign interaction logs to specific user profiles. See Assign Interaction Logs.
How do you want lists to display in a console?
List views let users see a specific set of records, such as closed cases or new accounts. You can choose how list views appear in each console, such as to the left of the screen, at the top of the screen, or full screen. We recommend asking your users how they prefer to view lists and if there’s a particular format for displaying lists that’s most productive for them. See Choose How Lists Display in a Salesforce Console.
Do you want console users to access domains outside of Salesforce?
Determine if there are any domains that you want users to access from within a console. For example, you might find it useful to let users access www.google.com or your business processes might require users to access a third-party system to complete tasks. See Whitelist Domains for a Salesforce Console.
Do you want console users to automatically see visual indicators when lists or records they’re working on have changed?
Push notifications are visual indicators on lists and detail pages in a console that show when a record or field has changed during a user’s session. For example, if two support agents are working on the same case, and one agent changes the Priority, a push notification appears to the other agent so he or she spots the change and doesn’t duplicate the effort.. Before you create push notifications, we recommend determining which objects and fields change frequently, and then adding those items to push notifications to help users. See Configure Push Notifications for a Salesforce Console.
Do you want to add any keyboard shortcuts to a console?
Keyboard shortcuts let users perform actions by pressing a combination of keys instead of having to use a mouse. Keyboard shortcuts can make working with a console more efficient. For example, instead of typing case details and using a mouse to click Save, you can create a keyboard shortcut so that users can type case details and press CTRL+S. Before you create any shortcuts, we recommend determining if there are any frequent user actions, or combination of actions, that you can streamline with key commands. See Customize Keyboard Shortcuts for a Salesforce Console.
Do you want users to receive and make phone calls from a console?
You can integrate Salesforce with third-party computer-telephony integration systems (CTI), or you can have developers create call control tools for Salesforce with the Open CTI. Both call center approaches work with the console and provide users with a SoftPhone from which they can receive and make phone calls. Call center users can only use a softphone in a Salesforce console if they're using a CTI adapter built with version 3.0 or 4.0 of the CTI Toolkit; or if they’re using a call center built with Open CTI. See “Set Up a Call Center” and “Salesforce
Open CTI” in the online help.
Do you want to save user sessions automatically so that each time users log in they can continue to work from where they left off?
User sessions are automatically saved so that when users close their browsers or log out of Salesforce they can continue working from any open tabs, console components, or screen-sizing customizations; but you can turn off this feature. See Save User Sessions for a Salesforce Console.
Do you want to add a component to the footer of a console that lets users quickly access the last ten tabs they viewed or edited?
Do you want relevant knowledge base articles to automatically appear alongside cases in the console?
If Salesforce Knowledge is set up, you can turn on the Knowledge sidebar so that users working on cases can automatically see relevant knowledge articles that can help them close cases faster. See Turn On Knowledge for a Salesforce Console and “Build Your Knowledge Base” in the online help.
Do you want console users to connect with customers or website visitors in real time through text-only live chats?
If Live Agent is set up, you can add it to a console so that users can chat with your customers while viewing customer data. See Add Live Agent to the Salesforce Console and “Setting Up Live Agent” in the online help.
Do you want to customize, extend, or integrate a console with other systems?
Create components to customize, extend, or integrate the Salesforce console with other systems. For example, you might want to create components that display third-party apps or content when users view specific pages. See Console Components and “Visualforce” in the online help.