13-08-2015

Customer service employees that have all the necessary customer information available to them, can assist customers more quickly and with higher quality. By maximising the productivity of customer service employees, customer service becomes cheaper while customer satisfaction increases. This is the idea behind the Console Service Salesforce Service Cloud. 

With the console, you need fewer clicks to find more relevant information about the customer. You can see the console as a sort of cockpit with an overview per case or a 360-degree customer view.

Additionally, you can customise the layout so that it works efficiently. The purpose of the console is to give the customer an appropriate answer in the least amount of time and clicks.

But in which way do you set up a Console? All the components that make up a good Console for Service, have numerous configuration settings. Where do you start to build, and how to assemble a console suitable for your service organisation?

Example of a decorated Salesforce Console.

The console anatomy

Setting up the console, you mainly use the Feed View and Custom Console Components. Both elements are part of the default page layout.

The Feed View lets you determine the appearance of Chatter feed items on the Account page layout. These are short notifications in Chatter for the concerned record. These may include e-mail, communication notes, field updates of the relevant record, and related records. Thus Feed View offers a chronologically list of relevant information about a customer. At the top of the Feed View, using Publisher Actions, the most used actions can be arranged, so that a customer service employee can perform all operations in one screen.

Example of Feed View and Publisher Actions.

Custom Console Components, are as it were, parts of the layout in which information about the record (e.g. Account) show as separate components in the layout. These components are able to be set up in various ways.

Thus, it is possible to indicate by means of point-and-click if fields of the accessed record should be highlighted in a component, or that there should be some of the other records (e.g., related contacts, Cases of Assets) displayed in a component . Also, it is possible to display a report diagram in a component. This diagram then gives information about the targeted record.

Point-and-click configuration of Custom Console Components.

If you want to go a step further, it is possible to design custom pages using Visualforce and display it in the components. This makes it possible to retrieve information from an external system and display it in a component. Thus, for instance, it can display a summary of invoices or orders from an external ERP system in the Console Service.

Start at the beginning

Use the console based on your core service processes. A good basis for this are the FAQs in the customer contact center.

For example, take the five most frequently asked questions and divide them by the various operations to be carried out. These operations will be performed by the service representative in the Console, and therefore constitute the foundation of the set up. The information needed by the service employee should be available in the Custom Console Components, and key actions that should be performed should be lodged in the Publisher Actions.