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Communications Service Console
Communications Service Console provides a portfolio of applications and functionalities built on the Salesforce Platform for communications service providers to implement consistent, effective, and engaging customer management processes.
The Communications Service Console comprises a Communications Service Console that equips you with connected and intelligent service experiences by delivering an integrated suite of service innovations. The console also supports customer care processes that address the challenges faced by customer support teams and enable service agents to provide personalized service to customers.
Here’s an overview of the key characteristics and considerations of the app:
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You must install Salesforce Industries Communications, Media, and Energy (CME) managed package if you want to view and modify OmniStudio content using the OmniStudio Designers.
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If you don’t install the CME managed package, you can use the OmniStudio components available out-of-the-box in your org. For example, you can add a FlexCard to a Lightning page.
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Uses the OmniStudio standard objects model.
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Uses standard objects from the Salesforce Platform. You can easily extend the app to additionally use the Communications Cloud data model from the CME managed package.
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Requires that you have the Communications Cloud - Growth license or the Communications Cloud - Advanced license.
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The service console contains features that don’t rely on Enterprise Product Catalog (EPC), Industries Configure, Price, Quote (CPQ), and Salesforce Order Management (OM).
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Supports these Salesforce Industries common features:
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Identity verification with Salesforce Open CTI or Omni-Channel using Salesforce Voice.
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Timeline
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Action Launcher
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Engagement
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Record Alerts
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Actionable Relationship Center (ARC)
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You can also employ Multiplay Subscription Management (MSM) functionalities in Communications Service Console:
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Purchase the Communications Cloud - Advanced license.
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Install Salesforce Industries Communications, Media, and Energy (CME) Spring '23 or later in your org.
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Request a Multiplay Subscription Management org and migrate its components to your target Salesforce org.
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Customize Multiplay Subscription Management to use the Engagement data model.
Customer Care Processes:
Communications Service Console intends to address the most common communications customer relationship management (CRM) and business support system (BSS) processes used by communications service providers.
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To see if services are offered in the customer’s location, check serviceability.
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Edit the customer’s personal and account details if requested.
What's Next?
Complete a few required steps to set-up your Salesforce org with Communications Service Console functionalities and test the available workflows.
To get started, follow these instructions:
- Get Started with Communications Service Console
Enhance your Communications Service Console to support the Communications Cloud customers who use the SMB Fiber solution. The enhanced console integrates with some Asset Service Lifecycle Management features. - Use Communications Service Console as an Agent
Learn how your sales agents can use the Communications Service Console available in Communications Service Console to initiate customer interactions and to manage customer requests. - Customize Your Communications Service Console Implementation
All the service console workflows are available on the Salesforce Platform with default configuration and functionality. Depending on your business requirements, you can customize some workflows to meet your needs.
