Set Up Communications Service Console

Confirm the Availability of Required Permission Sets

Ensure that you have the correct permission sets available in your Salesforce org.

1. From Setup, in the Quick Find box, enter Permission, and then select Permission Sets.
2. Check if these permission sets are available.

   Permission Set	Features
   Service Console for Communications	All Communications Service Console features
   Business Processes for Communications	All Communications Service Console features
   ARC Access	Actionable Relationship Center
   Industry Service Excellence	All Service Excellence components
   OmniStudio User	Required by Billing Inquiry Required by Bill Inquiry Assistant

Assign Permission Sets to Use Communications Service Console Features

Assign these permission sets to service agents to give them access to the Communications Service Console features.

1. From Setup, in the Quick Find box, enter Users, and then select Users.
2. Select a user.
3. In the Permission Set Assignments related list, click Edit Assignments.
4. Under Available Permission Sets, select these permission sets, and then click Add.

   • Industry Service Excellence

   • OmniStudio User

   • Service Console for Communications

   • Business Processes for Communications

   • ARC Access

5. Click Save.

Enable Lightning Knowledge in Communications Service Console

Enable Lightning Knowledge to use your Knowledge base in Lightning Experience. After you enable Lightning Knowledge, you can’t disable it.

1. From Setup, in the Quick Find box, enter Knowledge, and then select Knowledge Settings.
2. Click Edit.
3. Under Lightning Knowledge Settings, select Enable Lightning Knowledge.
4. Enable any other Knowledge settings that you want.
5. Click Save.

Give Service Agents Access to Knowledge Articles

Give your knowledge agents access to articles in Lightning Knowledge.

1. From Setup, in the Quick Find box, enter Users, and then select Users.
2. Click Edit next to the user’s name.
3. Select Knowledge User.
4. Save your changes.

Enable a Timeline in Communications Service Console

A timeline visually shows agents the sequence of events happening over time. You can use the out-of-the-box timeline or customize it. You can also create your own timelines. After you enable Timeline, you can’t disable it.

1. From Setup, in the Quick Find box, enter Timeline, and then select Timeline.
2. Turn on Timeline Configuration.

Troubleshoot the Out-of-the-Box Timeline

If the out-of-the-box timeline isn’t working as expected in the Communications Service Console, deactivate and reactivate it.

1. From Setup, in the Quick Find box, enter Timeline, and then select Timeline.
2. In the Timeline Action menu, select Deactivate, and then select Activate.

Configure the RecordType Filter for the Account Record Page

Configure the RecordType filter available in Salesforce Industries Communications, Media, and Energy (CME) for the Account record page available on the Salesforce Platform.

1. Go to the Account record page available on the Platform.
2. From the Setup menu, select Edit Page.
3. Select the component that you want to apply the filter to.
   Component properties appear on the right side of the page.
4. In the Set Component Visibility section, click + Add Filter.
   A window shows the filter details.
5. Select Advanced as the filter type.
6. Select Record > Account Record Type > Name as the field.
7. Set Equal as the operator and Billing as the value.
8. Click Done.

Identity Verification with Salesforce Open CTI or Omni-Channel (Salesforce Voice)

Enable service agents to receive calls and verify the customer’s identity before the agent shares sensitive information with the caller.

Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. For more information, see this Knowledge Article.

To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Salesforce Voice.

Communications Service Console uses Service Cloud features to enable the usage of the Identity Verification feature via phone or voice call. Integrate one of these features in Salesforce.

• Salesforce Open CTI—with Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. See Salesforce Open CTI and Get Started with Open CTI. For information about adding a user to your softphone, see the Add Users and a Softphone to Salesforce Call Center trailhead.

• Omni-Channel using the Salesforce Voice channel—Omni-Channel routes work requests to the most available and qualified support agents in the console. See Set Up Omni-Channel. Service Cloud’s support channels offer many ways—phone, email, web chat, social network channels, and more—that your customers can use to contact you. Communications Service Console supports the Salesforce Voice channel. See Set Up Salesforce Voice.

  

  Note The engagement attendee field in the engagement interaction object is stamped with the caller’s contact record details.

Show Assets in the Asset Viewer

If no assets appear on the Assets tab in the Communications Service Console, add Assets as a related list to the Account record page.

1. In Setup, go to Object Manager.
2. Click Accounts.
3. Click Page Layouts.
4. Select a layout to edit.
5. Drag the Assets related list to the Related Lists section.
6. Save your changes.

Configure the Billing and Usage Tab

Add the Billing and Usage tab next to the default Overview and Assets tabs in Communications Service Console. Configure the Overview, Service Usage, Bills, and Payments subtabs to show usage, billing, and payment information..

1. In Communications Service Console, from the Setup menu, select Edit Page.
2. Add the Billing and Usage tab.
   1. Click the Overview tab or the Assets tab.
      You can configure the tabs in the Page > Tabs section.
   2. Click Add Tab.
      A default Details tab appears.
   3. Click the Details tab.
   4. In the Page > Tabs section, click the Details tab component, and then select Custom from the dropdown.
   5. In Custom Label, enter Billing and Usage, and then click Done.
3. Add subtabs to the Billing and Usage tab.
   1. Click the Billing and Usage tab.
      You can configure the Billing and Usage tab.
   2. In the search field on the Components tab, enter Tabs, and then drag the Tabs component to the Billing and Usage tab region.
      The default Related and Details subtabs are added.
   3. Click the Related subtab or the Details subtab.
      You can configure the subtabs in the Page > Tabs section.
   4. In the Page > Tabs section, click the Related subtab component, and then select Overview from the dropdown.
   5. Click Done.
   6. In the Page > Tabs section, click the Details subtab component, and then select Custom from the dropdown.
   7. In Custom Label, enter Service Usage, and then click Done.
   8. Click Add Tab.
      A default Details subtab appears.
   9. In the Page > Tabs section, click the Details subtab component, and then select Custom from the dropdown.
   10. In Custom Label, enter Bills, and then click Done.
   11. Similarly, add a Payments subtab.
   The Billing and Usage tab now has four subtabs—Overview, Service Usage, Bills, and Payments.
4. Configure the subtabs so that they show relevant information by adding preconfigured FlexCards to them.
   1. Click the Overview tab.
   2. In the search field on the Components tab, enter Flexcard, and then drag the FlexCard component to the Overview tab region.
   3. Click anywhere in the FlexCard region.
   4. In the Page > Flexcard section, in Flexcard Name, enter SFIBillingInquiryOverview and then select SFIBillingInquiryOverview.
   5. Similarly, add the SFIBillingInquiryUsageRecordsContainer, SFIBillingInquiryInvoices, and SFIBillingInquiryPaymentsSummary Flexcards to the Service Usage, Bills, and Payments subtabs, respectively.
   6. Save your changes.