Dreamforce 2013 Session: With the Salesforce Console coming to the Sales Cloud in Winter '14 we wanted to highlight the little known developer hooks called the Salesforce Console Integration Toolkit. This sessions will look at how you can 'pimp' your console be it for Sales or Service using the toolkit including Custom Console Components, Custom Highlight Panel, Custom Sidebars, Custom Publishes in Case Feed and at the end of this session you should know it all - and if you missed anything we will open source the code used in the examples.

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
• Change Text, Icon, Scroll Text etc.
• Events, for instance when Primary Tab changes
• Methods for CTI and Live Agent
• 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/Salesfor
ce-Console-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
components in
a region
Multiple
stacking styles

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

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