The Salesforce Console Integration Toolkit is an extremely powerful yet often underutilized means for developers to create innovative, responsive interfaces for their company. Join us as we help you unleash the full power of the Salesforce Console to increase the speed and efficiency of users, both in service and sales. Learn how to build interfaces that drive business processes, effectively integrate Knowledge Management, and put useful tools at your users' fingertips.

1. Supercharge your Service Cloud Console
Making the most of the Console Integration Toolkit
Micah Joel, Salesforce.com, Principal Service Cloud Specialist, APAC
Troy Sellers, Salesforce.com, Platform Architect, APAC

2. Safe harbor
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materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results
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litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our
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forward-looking statements.

3. Agenda
• Introductions and Session Goals
• Salesforce Console Overview
• The Console Integration Toolkit
• Responsive Panel Components
• Custom Console Components
• Custom Keyboard Shortcuts & Transferring State
• Push Notifications
• Knowledge and Canvas

4. Session Goals
• Demonstrate what’s possible with the Salesforce Console
• Show you the Console Integration Toolkit
• Demonstrate a Canvas integration in the Console
• Provide you with tools and code to get started

5. One Console, Many Faces

6. Primary Tab
Custom Header or
Highlights Panel
Subtab
Standard Knowledge
Sidebar
Custom Sidebar
Custom Actions

7. The Console Layout
Primary Tab Header
Subtab Header
Primary Tab
Sidebar
Subtab
Sidebar
Record in Focus
Subtab Footer
Primary Tab Footer
Subtab
Sidebar
Primary Tab
Sidebar

8. Primary Tab Header
Primary Tab
Sidebar
Subtab Sidebar

9. The Console Integration Toolkit
Javascript library provides methods for:
▪ Primary tabs and subtabs
▪ Computer-telephony integration (CTI)
▪ Application level custom console components
▪ Push notifications
▪ Live Agent
Available at: http://www.salesforce.com/us/developer/docs/api_console/index.htm

10. Responsive Panel Components
Change panel content depending on:
▪ The primary tab or subtab in focus
▪ The object type
▪ Contents of record
▪ User profiles
▪ Time of day, etc.

11. Demonstration

12. Custom Console Components
Extend the desktop with:
▪ Notifications and Messages
▪ Utilities and quick access tools
▪ Chatter
They are record-independent, but can:
▪ Be record-sensitive
▪ Update content in tabs and panels
▪ Contain Canvas apps

13. Demonstration

14. Custom Keyboard Shortcuts
This feature allows you to:
▪ Define key combinations for common tasks
• Close-current-case-and-show-next
• Open and close panels
• Open custom console components
• Logout
▪ Have up to 144 shortcuts per console
▪ Shows custom shortcuts on the Shortcuts Overlay Panel

15. Demonstration

16. Transferring State with Console URLs
Entire state of a console can be communicated via URL
▪ Primary tab in focus
▪ All open subtabs
Useful for:
▪ Call transfers with screen pop
▪ Sharing with supervisor

17. Demonstration

18. Push Notifications
Use visual indicators on list views and records to:
▪ Notify agents of records that have changed
▪ Refresh list rows or the entire list
▪ Highlight fields that have changed
▪ Flag or automatically refresh changed records

19. Demonstration

20. Knowledge
Use the Knowledge API to:
▪ Change the look and behavior of the standard sidebar
▪ Add an articles widget into a custom panel
Knowledge Everywhere
▪ Support non-case objects
▪ Provide in-line coaching on business processes and applications

21. Demonstration

22. Canvas
Integrate applications to your console at the UI layer
▪ Javascript API
▪ Simplified Authentication (signed request in this instance)
▪ Contextually aware iFrame
▪ Cross domain interactions
▪ Eventing for driving console
▪ Connected App for management

23. Demonstration

24. Resources
• Code for each of these components is available at:
http://www.github.com/ibigfoot
• Salesforce Console Integration Toolkit:
http://bit.ly/sfdc_console
• Salesforce Console Implementation Guide:
http://bit.ly/sfdc_console_guide
• Salesforce Knowledge Developers Guide:
http://bit.ly/sfdc_knowledge

25. Wrap-Up
• Demonstrated what’s possible with the Salesforce Console
• Shown you the Console Integration Toolkit
• Demonstrated a Canvas integration in the Salesforce Console
• Provided you with tools and code to get started

26. Q&A