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.

Use the following information to help you design and implement extensions, modifications, and customizations to the default functionality of Communications Service Console.

• Customize the Account and Contact Details for an Account in Communications Service Console
  Customize the account and contact details that appear for an account by customizing the relevant FlexCards and their data sources. To view and modify OmniStudio content—including FlexCards and their data sources—from the designers, you must install Salesforce Industries Communications, Media, and Energy (CME).
• Customize the Account Overview Section in Communications Service Console
  The Overview section provides an overview of the services associated with an account. By default, this section shows four services. It shows services that were modified most recently. Each service is shown on a separate card.
• Customize the Communications Identity Verification Flow
  Identity verification guides service agents through the process of verifying a customer's personal information. The flow updates Engagement Interaction, Engagement Attendee, and Engagement Topic records based on the details of the verification, such as who participated in the call and what the call was about.
• Set Up and Customize the Communications Timeline
  A timeline shows data in a base (or primary) object with related objects in such a way that users can make visual sense of it as a sequence of events happening over time. Determine what information appears on the timeline by choosing the base object and the related objects.
• Set Up Record Alerts in Communications Service Console
  Enable your agents to view record alerts on the Account 360 page of the Communications Service Console after they verify the identity of a customer. Agents can track alert notifications that appear in records. They can dismiss record alerts, or snooze them for 24 hours. Record alerts help agents decide what needs attention now or soon.
• Create an Action Launcher Deployment in Communications Service Console
  Help your agents deliver better customer service by adding actions in the Action Launcher lightning web component. Agents can search and launch an action right from the component to quickly resolve customer requests and issues.
• Customize the Engagement Data Model in Communications Service Console
  The engagement data model stores details (such as start and end date and time, topic, and attendees) about an interaction between a customer and a service agent.
• Customize the Billing and Usage Tab Components in Communications Service Console
  Customize the FlexCards in the Billing and Usage tab to meet your business requirements.
• Customization Reference for the Billing and Usage Assistant Lightning Web Components
  Build and modify Billing and Usage Assistant with these Lightning Web Components (LWCs).
• Customize Billing and Usage Assistant Omnistudio Components
  Customize the Billing and Usage Assistant by adding or removing Flexcards or by modifying the Integration Procedures that are used as data sources by the Flexcards.
• Configure Additional Parameters in Billing and Usage Assistant
  To configure additional parameters for an inquiry type, modify its associated Integration Procedure.
• Customize the Service Troubleshooting Flow Components in Communications Service Console
  The Service Troubleshooting feature is built using OmniStudio components. The main Service Troubleshooting OmniScript (sfi/Troubleshooting) uses OmniScript, FlexCards, Integration Procedures, and Data Mappers throughout the troubleshooting flow. You can customize the Service Troubleshooting flow by adding or removing steps in the OmniScript or by modifying the FlexCards and Integration Procedures used as data sources. Consult the following table for detailed information on each OmniScript component used in the Service Troubleshooting flow.