The document discusses customizing the Salesforce Console using the Integration Toolkit. It provides an overview of the Console and Toolkit, demos of custom components built with the Toolkit, and the roadmap for future Console features. Key points include how the Toolkit allows interacting with tabs and the UI, building custom interfaces for telephony and live agent, and examples of custom components like a sidebar for similar contacts and reminders.

1. Customizing the Salesforce Console
with the Integration Toolkit
Add a little pow-wow to your Console
Andy Mahood, Tquila, Technical Architect
@andymahood__c

2. Safe harbor
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forward-looking statements.

3. Andy Mahood
Technical Architect at Tquila
@andymahood__c
Gautam Vasudev
Senior Product Manager for
Service Cloud at Salesforce.com

4. 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

5. What is the Salesforce Console?

6. Next Generation Multi Channel Console

7. Split Screen for multi-tasking

8. Split Screen for multi-tasking

9. Records open as tabs and sub-tabs

10. Where are the developer hooks?

11. Custom Console Components in the footer

12. Footer Components can pop out

13. Same-origin policy

14. Even better with Integration Toolkit

15. Even better with Integration Toolkit

16. Even better with Integration Toolkit

17. Even better with Integration Toolkit

18. LETS DIG INTO THE SALESFORCE CONSOLE
INTEGRATION TOOLKIT

19. Salesforce Console Integration Toolkit
The Toolkit is a Javascript API.
<apex:includeScript value="/support/console/28.0/integration.js"/>

20. Toolkits is Asynchronous
The Toolkits API is asynchronous. Important when you start
building.

21. 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
•
•
•
Events, for instance when Primary Tab changes
Methods for CTI and Live Agent
•
•
Change Text, Icon, Scroll Text etc.
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

22. DEMO TIME

23. Props to the Tquila team
• Ivan Almeida
• Piotr Czechumski
• Liza Romanenko
• David Darkins

24. 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

25. 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

26. All the sample code on Github
github.
com/andymahood/SalesforceConsole-Samples

27. Roadmap

28. 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

29. Multi-Components
Specify
dimensions in
% or px
Multiple
stacking styles
Multiple
components in
a region

30. Multi-Monitor Support
Monitor 1
Monitor 2

31. Roadmap
Winter ‘14
Turnkey Console
Spring ‘14
Turnkey Console (Dreamforce)
Summer ’14
Turnkey Console
1.
Keyboard Shortcuts Panel
1. Multiple Monitor Support
1. Related List Component
2.
IE10 Support
2. Multi-Components
2. Interaction Log Refactor
3.
Recent Used Component
3. Knowledge One
4.
Canvas App Integration
5.
Home Page Tab In Console
1. New Pinned List Component
6.
Lookup Component
2. Console Setting Component
7.
Push Notification Refactor
3. Next Gen Console Console
8.
Open CTI Standby URL
4. UI Themes & Branding
Beyond Summer ’15

32. Andy Mahood
Gautam Vasudev
Technical Architect at Tquila
Senior Product Manager for Service
Cloud at Salesforce.com
@andymahood__c