Console: What are the components of the console?
1) List View (top frame): Displays a list of objects
2) Detail Page: (center frame) Same functionality as regular detail page
3) Mini Views: (right frame) Displays records associated with one displayed in the main frame
Console: Service Cloud Console - Name four benefits over a standard console?
1) Fewer clicks
2) Less scrolling
3) Multiple related records on one screen
4) Maintain context - limit switching between pages
Note: Requires “Service Cloud User” feature license purchase
Console: Service Cloud Console - Name the 4 screen features?
1) Tab (Account) + Sub Tabs (Contact, Case)
2) Highlight Panel
3) Interaction Log
4) Soft phone call control tool in footer (rather than sidebar that would take up valuable screen space
Case Related Lists: Which 7 related lists help you manage details of a case?
1) Solutions
2) Open Activities
3) Case Team
4) Activity History
5) Case Comments
6) Case History
7) Attachments
