With an ability to search, update, and create records quickly and easily, Service Console is an application designed by Salesforce that enables users to access different records at a single screen through a Secondary and Primary tab. By providing a 360-degree view of each customer and the entire support process, it allows agents to view all relevant customer information related to a case, edit cases, accounts and contacts without switching among screens – leading to higher support productivity. Also, it allows service agents to plug in custom VF pages within the console easily and leverage custom integrations into the console to make it more extendible.
To enhance the efficiency of your support reps, it is important for you to make the most of your Service Console. To achieve this objective, you must take a look at the following out-of-the-box widgets that play a significant role in the Service Console:
Endorses support agents as experts for specific topics. Using this widget, endorsed agents can also help other agents who might be less knowledgeable on the topic. To learn how to enable this widget, click here.
Displays the specific products that your customers have purchased. Assets include a serial number, date of purchase, and other information related to the sale of an individual product.
3. Highlights Panel
Gives a brief overview about important information related to a case, including case name, description, case status, case priority, and case owner. Service agents can easily resize sections displaying in the highlights panel with the help of column dividers to see the more relevant information. To know more about this widget, click here.
4. Case Filters, Case Feed, and Publisher Actions
Help service agents to sort the case feed to get updates for only a single type of feed item. Case filters can be of two types: Standard and Custom. Publisher actions enable support agents to accomplish things with fewer clicks, lesser fields, and faster results comparatively. These are also of two types: Standard and Custom.
Provides agents with a broad view of upcoming and closed milestones. It gives countdowns for active and overdue milestones and prepares agents for support deadlines.
Enables support agents to find relevant knowledge articles to resolve cases faster, attaching help articles to a specific case or sending an email to the concerned customer.
7. Similar Cases
Helps agents with all the cases related to a parent case. Agents can have a better understanding of the current case on which they are working.
8. Live Agent
Empowers service agents and supervisors to chat with customers, discuss their problems, and access customer service tools at a single place. To add this widget to your Service Console, follow the steps listed here.
Automates a series of repetitive keystrokes that are to be made by support agents in the Service Console. By using a Macro widget, agents can complete repetitive tasks quickly, like updating the case status and sending emails.
Creates work items from Salesforce records and pushes them to the most qualified and available service agents in real time. With this widget, Salesforce objects including leads, cases, chats, and SOS video calls can be routed to the support agents.