Service Console section only consists of 15% of total score in the Salesforce Service Cloud Consultant certification exam, topics that are covered are mostly related to Service Console features. This will be a short one, so let's get into it!

NOTE: This post is written in May 2020 and content might be changed/updated overtime. The content is inspired by

Guideline for Service Console

  • Given a scenario, identify the appropriate Service Console features to meet the business need.
  • Explain how different Service Console features work together to deliver business value.
  • Given a set of business requirements, describe how a feature should be implemented.

Service Console

  • Console App Settings for Salesforce Classic:
    • Customize the color for Header, Primary Tab and Footer
    • Choose Navigation Tab Items
    • Include Chat in this App
    • Choose Chat Workspace Options allow users to engage with customers, find existing records related to chat and create new records
    • Include Suggested Articles from Salesfore Knowledge in Chat
    • Overwrite User's Personal Custom App Customization
    • Show Customize My Tabs on the Navigation Tab
    • Choose How Lists and Records Displayed (As a primary tab, As a subtab of)
    • Choose List Placement indicates where the list should be placed (Pinned to left, Pinned to top, Full screen)
    • Set Whitelist Domains to enable users access to domains on the list (separated by comma, not line-break!)
    • Choose Console Components to add into Console App
    • Align Console Components in the footer (Left, Right)
    • Choose How Lists Refresh (None, Refresh List, Refresh List Rows)
    • Choose How Detail Pages Refresh (Do Not Refresh, Automatically Refresh, Flag)
    • Choose Push Notifications (ex: a record or field has changed)
    • Customize Keyboard Shortcuts:
    • Save User Sessions allows users to see the exact same settings when they login again
    • Enable Multi-Monitor Components allows users to move portions of a console to different areas of the screens and personalize how they work.
    • Enable Pinned Tabs allow users to attach frequently visited primary tabs to the tab bar for quick access.
    • Enable Responsive Lists allow list to respond to window resizing
    • Enable Tab Hovers allow summary information to be displayed on mouse hovering over a tab.
    • Enable List View Hovers allow a summary of record to be displayed on mouse hovering over the record name in a list view
    • Enable Tab Limits limits the number of tabs a user can open in a session (recommend no more than 20 primary tabs and 10 subtabs)
      • NOTE: tab limits do not apply to Chat or Omni-Channel users
    • Assign to Profiles
  • Case Page Layout Properties:
  • Some Service Console Features:
    • Custom Components - display various contents, such as Visualforce page, related list, report charts and etc.
    • Footer (Utility bar)
    • Interaction Log - enter notes in call logs while working on case
    • Highlight Panel
    • Keyboard Shortcuts
    • Knowledge One - allow searching, sending, and creating article
    • Knowledge Sidebar - allow searching knowledge article based on case information and show suggested articles
    • Macros
    • Softphone
    • History
    • Live Agent (Chat)
    • Omni-Channel
    • Push Notifications (Salesforce Classsic)
  • Service Console Permissions:
    • Salesforce Classic:
      • Sevice Cloud Feature License needed
      • Profile must be added to the Console App
    • Salesforce Lightning:
      • Lightning Console User permission
      • Profile must be added to the Console App
    • NOTE: users with Salesforce licenses, such as Sales Cloud or Service Cloud Feature License will have Lightning Console User permission enabled by default (cannot be disabled).

That's all for this section. This is the end of the Salesforce Service Cloud exam preparation series. Have a nice one!

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