Chapter 9
Implementing the Service Cloud Console
In This Chapter
Customizing the Highlights panel for the console
Creating a Service Cloud Console app
Setting up interaction logs
Modifying the list display
Turning on the Knowledge sidebar for the console
Choosing the right users for the Service Cloud Console
Fast-paced environments are the nature of your business. Agents require attention to customer interaction; they shouldn’t concern themselves with toggling between screens and unnecessary clicking. Enter the Salesforce Console. The console is a visual framework or application that simplifies an agent’s job by aggregating related information onto one screen.
Salesforce’s Service Cloud Console uses a tabbed environment to navigate different groupings of related records quickly and easily. By reducing time-consuming scrolling and clicking, an agent can find, update, and create records ...
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