Customizing the Salesforce Console with the Integration ToolkitAdd a little pow-wow to your Console

Andy Mahood, Tquila, Technical Architect

@andymahood__c

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Andy Mahood

Technical Architect at Tquila

@andymahood__c

Gautam Vasudev

Senior Product Manager for

Service Cloud at Salesforce.com

Agenda

Explore the Salesforce Console and how to extend the UI. Review the Console

Introduce Console Toolkit

Demos

Console Roadmap, past and future

Q&A

What is the Salesforce Console?

Next Generation Multi Channel Console

Split Screen for multi-tasking

Split Screen for multi-tasking

Records open as tabs and sub-tabs

Where are the developer hooks?

Custom Console Components in the footer

Footer Components can pop out

Same-origin policy

Even better with Integration Toolkit

Even better with Integration Toolkit

Even better with Integration Toolkit

Even better with Integration Toolkit

LETS DIG INTO THE SALESFORCE CONSOLE INTEGRATION TOOLKIT

Salesforce Console Integration Toolkit

The Toolkit is a Javascript API.

<apex:includeScript value="/support/console/28.0/integration.js"/>

Toolkits is Asynchronous

The Toolkits API is asynchronous. Important when you start

building.

Types of Methods available to the Toolkit• Interacting with Primary Tabs and Sub tabs

• Open/Close/Focus Tabs

• Get ID of record within Tab for Context

• Interacting with the Console UI

• Controlling behavior of component buttons• Change Text, Icon, Scroll Text etc.

• Events, for instance when Primary Tab changes

• Methods for CTI and Live Agent

• Build custom interfaces for Telephony and Live Agent

• Push Notifications

• Allow List Views and Page Layouts within Console to update dynamically when changes are made in

other sessions

DEMO TIME

Props to the Tquila team

• Ivan Almeida

• Piotr Czechumski

• Liza Romanenko

• David Darkins

Similar Contacts and Open Cases

• Problem

• Lots of Duplicate Contacts in the

System

• Struggle to see Contacts Case History

• Solution

• Custom Sidebar that finds similar

contacts

• Lists all their Open and Recent Cases

• Allows the Case to be reallocated or

new cases created

Reminders

• Problem

• Activities can be assigned to users

• Users should live in the Console

• Users need to have visibility of their

Task list

• Solution

• List activities with reminders due

• Button will highlight when reminders

are due as Call to Action

• Button will identify the number of

reminders due

All the sample code on Github

github.com/andymahood/

Salesforce-Console-Samples

Roadmap

Feature Recap

Console Integration Toolkit Knowledge Component* CTI

Tab Components Pinned List Highlights Panel

Footer Components Bookmarkable URLs Personalization

Push Notifications Lookup Component Custom Logos

Recently Used Tabs Canvas Components Live Agent

Standard Keyboard Shortcuts Custom Keyboard Shortcuts

Interaction Log Home Tab

Multi-Components

Specify dimensions in % or px

Multiple components in a region

Multiple stacking styles

Multi-Monitor Support

Monitor 1 Monitor 2

Roadmap

Winter ‘14Turnkey Console

Spring ‘14Turnkey Console (Dreamforce)

Summer ’14Turnkey Console

1. Keyboard Shortcuts Panel

2. IE10 Support

3. Recent Used Component

4. Canvas App Integration

5. Home Page Tab In Console

6. Lookup Component

7. Push Notification Refactor

8. Open CTI Standby URL

1. Multiple Monitor Support

2. Multi-Components

3. Knowledge One

1. Related List Component

2. Interaction Log Refactor

Beyond Summer ’15

3. New Pinned List Component

4. Console Setting Component

5. Next Gen Console Console

6. UI Themes & Branding

Andy Mahood

Technical Architect at Tquila

@andymahood__c

Gautam Vasudev

Senior Product Manager for Service

Cloud at Salesforce.com