Dreamforce 2014 Session: The Salesforce Console is a powerful way to give people the apps and data most need, all in a single page. You can create your own apps for the Console using Visualforce and a developer hook called the Integration Toolkit. Join us as we showcase what is possible with demos, including a team chat room and real-time charts. Then we'll demonstrate how you can create your first app by transforming a static Visualforce page into a contextual Console app. Start building your own apps right away using the open source code from these demos.

1. Customizing the Salesforce Console
with the Integration Toolkit
Andrew Mahood
Manager – Technical Architect, Tquila
@andymahood__c
David Darkins
Service Cloud Practice Director, Tquila
@david_tquila

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3. David Darkins
Service Cloud Practice Director, Tquila

4. Andy Mahood
Technical Architect, Tquila

5. Agenda
Why am I here?
• The Salesforce Console
• Examples of Salesforce Console Components
• Key aspects for building Salesforce Console Components
• Build a Salesforce Console Component LIVE
• Questions & Hopefully some answers

6. The Salesforce Console

7. What is the Salesforce Console?
• An interface within Salesforce to drive
productivity
• Intended to be used primarily by Customer
Service agents who cover multiple channels
• New paradigm for developers to build
exciting new components

8. Demo
Real life example of customer service use cases

9. What can the Salesforce Console solve?
• Example of Wes, Customer Service Agent
• Goal is to give a luxury experience
• Using Salesforce BUT needs to log into legacy
systems in order to serve the customer
• Constantly duplicating data which affect the
customer 
Wes
Customer Service Agent

10. So, how do I hack this thing?

11. There are 5 places you can hook into

12. Custom Console Components in the Sidebar

13. There are 5 places you can hook into

14. Custom Console Components in the Footer

15. Footer Components can open

16. Footer Components can pop out

17. Methods available to the Toolkit
1. Interacting with the Console Tabs
2. Interacting with the Console UI
3. Push Notifications (not mobile)
4. Phone (CTI)
5. Live Agent

18. Toolkit methods: Tabs
• Interacting with Console tabs
• Open Tabs
• Close Tabs
• Focus Tabs
• Refresh Tabs
• Get ID of record within Tab for Context

19. Toolkit methods: User Interface
• Interacting with the Console UI
• Controlling behavior of component buttons
• Change Tab or Button Text, Icon, Scroll Text etc.
• Events, Open or Close Tab

20. Toolkit methods: Push Notifications
• Push Notifications
• Confusing, makes you think of mobile push notifications
• Notify the agent when a record has changed
• Flag or Refresh List Views and Page Layouts within the Console

21. Toolkit methods: Phone & Live Agent
• Methods for Phone (CTI) and Live Agent
• Build custom interfaces for Telephony apps
• Customize the Live Agent experience using Live Agent APIs

22. Implementing the Toolkit
Salesforce Console Integration Toolkit

23. Its just JavaScript
The Salesforce Console Toolkit is a Javascript API.
https://c.na1.visual.force.com/support/console
/32.0/integration.js

24. Implement using Visualforce
Include the JavaScript by relative path
<apex:includeScript
value="/support/console/32.0/integration.js"/>

25. Or Implement using a Canvas app
Little bit trickier for Canvas (but that may just be my experience)
<script
src="https://c.na1.visual.force.com/support/co
nsole/32.0/integration.js"
type="text/javascript"></script>
Sfdc.canvas.client.signedrequest()

26. Same-origin policy

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

28. Demo time
Take a Visualforce component and make it interact with the Console

29. All the sample code on Github
github.com/andymahood/Sample-
Salesforce-Console-Apps-DF14

30. Any Questions?
and hopefully some answers…

31. Google It
“salesforce console
toolkit”
and if you use Bing here is the URL:
http://www.salesforce.com/us/developer/docs/api_
console/index.htm
Documentation

33. All the sample code on Github
github.com/andymahood/Sample-
Salesforce-Console-Apps-DF14