(Service and support applications 11%) Set up the service console

Question 1

How do you create your own service console app

Answer 1

First ensure the salesforce knowledge is setup. setup>app manager>new lightning app, follow the screens>fill in app details>next> app options page: console navigation and service setup>add utility items>select items you want on page>choose how you want the pages to open>select custom: support profile and system administrator

Question 2

what is the service console?

Answer 2

is a standard salesforce lightning console app that you can customize to meet the teams case management needs that allows access to all things case-related

Question 3

how can you customize service console pages?

Answer 3

lightning app builder

Question 4

how can you edit the highlights panel on a custom console app

Answer 4

same way compact page layout. setup>service setup>object manager>object>compact layout

Question 5

what is the utility bar?

Answer 5

functions the same way as a book mark at the footer of the page for quick access to productivity tools

Question 6

what is softphone utility?

Answer 6

allows lightning console users make calls directly from salesforce

Question 7

what are web chats?

Answer 7

allows customers to be able to chat with customer directly from the website

Question 8

what is the omni-channel utility?

Answer 8

allows your lightning console users receive work requests routed through omni channel

Question 9

what is omni channel?

Answer 9

At its core, omni-channel is defined as a multi-channel sales approach that provides the customer with an integrated customer experience. The customer can be shopping online from a desktop or mobile device, or by telephone, or in a bricks and mortar store and the experience would be seamless