Salesforce Console for Sales

Last Updated on May 30, 2017 by Rakesh Gupta

Console

Salesforce introduces this feature with winter’14 release. A Salesforce console is designed to increase productivity for users in fast- paced environment. The console’s dashboard-like interface improves the Agent Console by eliminating time-consuming clicking and scrolling, hence you can quickly find, update, and create records. Sales console helps “Inside Sale” reps to get all details like Account, Contact, Lead etc on single screen. After winter’14 release Salesforce console is available for use with Microsoft’s Internet Explorer® 10 browser. Few important benefits of Salesforce console are mention below

  • Eliminate switching between pages, to access data. For example if you want to view Opportunity related to an account you have to navigate to another page.
  • User can use keyboard shortcut to make some actions.
  • Quickly add notes or log a call for each record from same screen without leaving the page.
  • User will see records and their related items as tabs on one screen so that user never loses context or navigate too far from a record.
  • Manage incoming or outgoing calls using a SoftPhone.

This feature is available in Enterprise, Unlimited, Performance and Developer editions with Service cloud and is available in, Performance and Developer editions with Sales cloud, also available in Enterprise, Unlimited editions with an additional cost.

Note:- Live Agent can’t be enabled in a Salesforce Console for Sales unless Service Cloud is enabled for your organization.

Business Use case :- User doesn’t have time for clicking screen-to-screen to close a deal. The Salesforce Console for Sales gives you easy access to sales intelligence and helps you quickly contact leads, assess companies, and identify key contacts , all in a dashboard-like interface ,which means more access to contextual data with fewer clicks and less scrolling.

Enabling the Salesforce Console for your Organization

First check Salesforce Console for Sales is enabled for your organization, and the corresponding permission set license and user permission is assigned.

Salesforce Console Permission Set license
Salesforce Console Permission Set license

Below screenshot shows the user permission needed

User Permission Needed
User Permission Needed

Note:- To have Salesforce Console for Sales in your organization contact Salesforce.com

Create new Permission Sets

As soon as this feature is enabled for your organization, next step is to create a new permission set. To do that follow the below instructions

  • Click on Name | Setup | Administration Setup | Manage Users | Permission Sets
  • Click on New button and enter the Name ( Sales Console) select user license type None as shown in below screenshot
New Permission set for Sales Console
New Permission set for Sales Console
  • Click on Save
  • Now assign Sales console App permission, as shown in below screenshot
Sales Console permission
Sales Console permission
  • Now assign Customize Application system permission, as shown in below screen shot
Customize application permission
Customize application permission

Note:- If another license type is selected, you won’t be able to add the Sales Console user permission for this permission set.

Assigning the Sales Console User Permission Set License

As soon as this feature is enabled for your organization next step is to assign Sales console user permission set license to Sales rep. To do this follow the below instructions

  • Click on Name | Setup | Administration Setup | Manage Users | Users
  • Click on the name of user whom you want to assign the permission set license,Navigate to Permission Set License Assignments related list and click on Edit Assignments
Permission Set License Assignments - Step 1
Permission Set License Assignments – Step 1
  • Select the Sales Console User permission set license, and click Save as shown in below screen shot
Permission Set License Assignments - Step 2
Permission Set License Assignments – Step 2

Assign Permission sets to User

Now we will assign permission sets that we created to respective Users. To do so follow the below instructions:

  • Click on Name | Setup | Administration Setup | Manage Users | Users
  • Click on the name of User whom you want to assign the permission set, Navigate to Permission Set Assignments related list and click on Edit Assignments
  • Assign Permission set (Sales Console) that you created few steps back, as shown in below screen shot
Assigning Permission Set
Assigning Permission Set
  • Click on Save

Create a Salesforce Console for Sales App

The final step is to create a Salesforce console app for Sales. To do that follow the below instructions

  • Click on Name | Setup | App Setup | Create | App
  • Click on New, and Select Console, Click on Next
  • Enter App Label, App Name and Description, Click on Next
  • On this screen, you can specify Custom logo for app, leave it as it is and click on Next
  • Select the items to include in the navigation tab. For example, if you want Users to choose Accounts from the navigation tab, move Accounts from Available Items to Selected Items. In our case select Account, Contact, Opportunities as shown in below screen shot and click on Next
Choose Navigation Tab Items
Choose Navigation Tab Items
  • Choose how items display in the console when they’re not selected from a primary tab or sub-tab and click on Next
  • Optionally, if Service Cloud has been enabled for your organization, you may enable Live Agent and click Next
  • Assign the Salesforce Console App to user profiles and click on Save.

Now it’s time to test this feature

To test this application select Application (Sales Console) and you will be redirected to a page, which looks like below screenshot

Sales Console Output
Sales Console Output

Salesforce Console Limitations

  • A Salesforce console does not support right-to-left languages, such as Arabic or Hebrew.
  • A Salesforce console does not support Chatter Messenger.
  • All Salesforce CRM Content items display as primary tabs in a Salesforce console.
  • Salesforce Knowledge and Live Agent are only available for Salesforce console apps with the Service Cloud.

Salesforce console spring’14 enhancement

1)      Multi-Monitor Components: – It allows users pop out portions of the Salesforce console so they can move them to any location on their screens. (Print screen from 125)

2)     More Custom Console Components in the Sidebar: – Now user adds and organizes multiple custom console components on each sidebar of a console.

If you have feedback, suggestions for posts or need more information about Salesforce online training program running by me. Say hello and leave and message to me!

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