Clients often ask for the best method for consolidating as much information as possible into one screen so that they can streamline the overall process for customer service requests. One standard Salesforce feature that can be configured in order to assist with this is the Service Console. One can customize the Service Console view to have a variety of different data points all on one screen. This includes attributes such as the Case Details, any related record information (Service Contracts, previously purchased goods, etc), possible Knowledge Articles that relate to key words in the Case itself, and even a section for internal note taking. In the Service Console, the entire team of CSRs can see all of the Cases assigned to them in the form of a list view. That way Users can easily determine one’s day-to-day workload at a glance.
Additionally, one can have multiple tabs open within this interface so that one does not have to move from screen to screen in order to see different Cases. All of the recently open records will be listed at the top of the page within their own primary tabs which allows quick access to the specific details of each Case to be all within one centralized screen.
Let’s examine a real world use case. A customer visits your website and opens a Case saying that he or she needs help enabling a specific feature of one of your products (in scenario, we will be using the noise cancelling feature). That Case is then routed to the appropriate Customer Service Representative based on your organizations assignment rules. The CSR opens the new Case and based on the subject, a Knowledge Article is automatically suggested in order to assist with the issue and the CSR looks through the customer’s description of the issue. After a short call with the prospect, the CSR records the notes from the call in the integration log section for context later on. Due to the fact that the Case’s content seems to just require information listed in the Article, the CSR either posts the link to the Article online through email or if the organization has a Customer Community, simply posts the Article in the Case itself and the client is able to access the Article as well as any Case Comment history in the Case itself on their own. The CSR marks the Case as Solved and the CSR did not have to leave one screen in order to accomplish multiple tasks during the interactions of this case.
The Service Cloud Console can be a powerful tool for consolidating your Users’ workloads into one screen in order to help the organization’s overall workflow process for them and ultimately help them become more productive. There is also a Sales Console for those who do not use features such as Cases or Knowledge. The Sales Console has the same general logic, but it intended for Inside Sales Representatives and Sales people so that they can easily see their Lead and Opportunity processes all in one interface. If you would like to learn more about the Service or Sales Consoles, please contact us at firstname.lastname@example.org.