• Emily Malone

A quick guide to Salesforce Console

Whenever there’s a handy Salesforce app designed to streamline, simplify or speed up our sales and service processes, we’re usually pretty eager check it out. We’ve always got our beady eyes watching out for ways to ease the daily lives of our clients. And this week, we’re talking about Salesforce Console. 

What is Salesforce Console?

It’s a tab-based app that helps you manage multiple records at once, all on one screen. As you can probably imagine, using it reduces the amount of clicking and scrolling through Salesforce so you can find, update, and create records much faster than usual. For your fast-paced sales and service environment, this is pretty much perfect. Let’s find out a little more about it.

For sales and service

So for sales and service folk, Service Console is pretty damn handy. Support agents are able to work on multiple records at once and keep the context of cases as priorities change. And Sales reps get the most important tools for their job; they can cultivate leads, close deals, and manage relationships right at their fingertips.

For Administrators 

Admins are also able to customise a Console in lots of ways, from the objects in the navigation tab, to whether you can place phone calls with a softphone. You can also customise it so it displays knowledge base articles alongside cases, create custom actions with keyboard shortcuts, and chat with customers over the web with live agent. 

For Salesforce Developers

Developers can help solve unique business problems with custom console components and use the Console API to add third-party integrations. They can create custom “widgets” that let you interact with records that are open in the console in any way that you like; display key fields, display a RAG status for the case you’re currently viewing, etc. The possibilities are vast.

How are they different from standard salesforce apps?

Apps with a standard nav let you open a single record at a time. But with console navigation, you can open multiple records at once! More than that, related records can open in subtabs under the original record. You also get a handy split view which lets you work through a list of records at a faster speed.  Here’s an example of the differences from Salesforce:


Salesforce Classic

In Salesforce Classic, you can select objects and records from the navigation tab. Records also display in a list which you can pin at the left of the top of the screen. The records selected appear as primary tabs, allowing you work on several items at once.

A ‘highlights’ panel then shows key information related to records. Related items appear as sub-tabs, and sub-tabs let you quickly switch between related information without losing context. You can also view and interact with content in the feed or detail area, and access custom component data in sidebars and footers.

Salesforce Lightning

If you’ve made the switch from Classic, you can get started with Salesforce Console in Lightning Experience by using the item menu in the navigation to select objects. Records which are selected from the table-list-view or split-view are able to open as work space tabs. What’s more, when you click related records from the work space tab, those records can open as sub-tabs.

To keep users speedy and productive, split-view lets you work with a list-view while simultaneously working on other records. You can also close and open split-view whenever you want— just simply click the arrow on the split-view pane, et voilà!

You can click anywhere in the vertical divider between the split-view and record page. Plus, you can view and update a record using the details area and the feed. Just keep in mind that page layouts can be different for each type of record. Finally, your utilities let you access common processes and tools, like History, Notes and Open CTI.

It’s also possible to customise your console app for Lightning with the Lightning App Wizard, which lets you change things like colour, branding, and utility bar to make it as user-friendly as possible.

What’s more, there are lots of keyboard shortcuts for Lightning Console Apps, here’s the low-down on what those are. These help you navigate around and work with records faster without the use for endless mouse-clicking.


Tips on planning your Salesforce Console implementation

Before you set up Console, you need to determine whether it’s for Service, Sales, or some other unique business need. What information will your users need most? What do they need to make their lives easier? What are their main pain points? 

It’s possible to set up multiple consoles on your Salesforce org, as long as you don’t exceed your edition’s custom apps limit, of course. If you’re already using a console for service, you can create one for sales without purchasing separate licenses.

And there you have it! Your quick guide to Salesforce Console. Does it sound like something your business would benefit from? If you need any help with implementation, chat to us. We’re more than happy to give you a little guidance.