Salesforce.com API Series: Service Cloud Console Deep Dive August 28, 2013

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Speakers

Chad Kelly Salesforce Services

@chadforce

Clement Tussiot Salesforce Services

@ctussiot

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Agenda

§  Service Cloud Console Framework

§  Integration Capabilities and Architecture

§  UI integration Patterns –  Service Cloud Console Integration Toolkit

–  Use Cases, Demonstration and Code Examples

§  Q & A

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World’s #1 Customer Service Application

Social Profile

Agent Console Communities Knowledge

Base Email Phone Web Self- Service Chat Analytics Partners Social

Channels

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Web Technologies

Canvas

Aura

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Service Cloud Console Architecture App Header & Global Search

Highlight Panel / Workspace Component

Header Component

Detail Record Right Sidebar

Left Sidebar

Detail Footer Component

Pinned List

Footer / Bottom Bar

Highlight Panel / Workspace Component

Right Sidebar

Left Sidebar

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Service Cloud Console Architecture App Header & Global Search

Highlight Panel / Workspace Component

Header Component

Detail Record Right Sidebar

Left Sidebar

Detail Footer Component

Pinned List

Footer / Bottom Bar

Highlight Panel / Workspace Component

Right Sidebar

Left Sidebar

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Con!guring Custom Console Components

UI Integration Patterns

Customer Use Cases

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Service Cloud Console

Component Framework – Primary Tabs, Subtabs, Navigation Tab, Footer, Sidebar Components

Integration Capabilities

Service Cloud Console Integration Toolkit

Standard Objects

Custom Objects

Visualforce 3rd Party web pages/ web

tabs

Open CTI Canvas Apps

Key

boar

d S

hortc

uts,

Pus

h N

otifi

catio

ns

Reports/ Dashboar

ds

Chatter

Live Agent Standard Compone

nts

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Out of the Box UI Integration Patterns

Approach Pros Cons Push Notifications • Managed via Configuration

• Can subscribe by object/field • 10K events in a given 24 hours governor

§  Demo Out of the Box Console

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UI Integration Patterns

Approach Pros Cons OOB Refresh of Custom Console Components

• No coding of refresh required • No add’l coding required to reinstantiate page • Fast performance

• Refresh only triggered on save of detail record • Complete re-execution of page controller constructor logic and page render

§  Demonstration

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UI Integration Patterns

Approach Pros Cons Salesforce database persistence • Easy to Code

• Data persists forever • Record Storage Required • Presentation on another screen requires DML query

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UI Integration Patterns Approach

Pros Cons

Canvas App Events Canvas Events provide a javascript based way to send and receive events using a pub/sub pattern

• Lightweight eventing model based entirely in JavaScript using JSON • Events are localized to the browser •  Allows your apps to talk to other apps in an easy way •  Authentication approach available via secure Connected Apps framework

• Events are only sent in browser, so they do not work with apps off the page you are viewing • Parsing payload (e.g. JSON) is done by the app, not by canvas • Events are async, so you could not guarantee execution order (though you could chain event by saying the result from event 1 fires event 2, etc...)

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Service Cloud Console Integration Toolkit

§  What is the SCCIT?

§  Why is it cool?

§  What does it do?

Primary Tabs and Subtabs

Computer-Telephony Integration

Communication b/t components

openPrimaryTab() sendCTIEvent() fireEvent() addEventListener()

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Integration Toolkit Customer Use Cases

Challenge The solution must render a custom screen pop with several sub tabs

Solution Use the SCCIT openPrimaryTab() method to launch one primary tab and use the openSubTab() method to launch one or many sub tabs within that console

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Integration Toolkit Customer Use Cases

Challenge The solution must uniquely identify the content by setting the tab title dynamically

Solution Use the SCCIT setTabTitle() method to customize the title

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Integration Toolkit Customer Use Cases

Challenge The solution must prevent the user from closing a service cloud console tab when processing within the tab

Solution Use the SCCIT setTabUnsavedChanges() method to flag the tab as dirty while the user is processing

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UI Integration Patterns

Approach Pros Cons fire event / add event listener (pub/sub)

• Based on a library tested across multiple browser versions

• Multiple listeners can process a given event

• No Record Storage Required

• Does not require full receiving Visualforce page refresh

• Receiving page must be open

• If multiple receiving pages are open state logic must be implemented

• Does not persist once page is closed

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Integration Toolkit Customer Use Cases

Challenge The solution should allow the agent to easily associate activities to only Contact records viewed upon handling a call

Solution Use the SCCIT !reEvent() method to publish Contact details upon Contact(s) being viewed and addEventListener() on the activity logging page to build a SelectList

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Integration Toolkit Customer Use Cases

Challenge When a change is made in one area of the application the solution must automatically refresh other area(s) of the solution

Solution Use the SCCIT !reEvent() method to publish a request triggered by the desired behavior and addEventListener() to refresh the target component(s)

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Bringing External Apps into the Service Cloud Console

§  Can you customize your external app?

§  Does your external application work when framed?

Parameter passing §  www.bing.com/search?q={!case.subject}

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Gotchas

§  No initial type check on Javascript upon saving

§  Test on multiple browsers

§  Use alerts e.g. alert(’is this working?');

§  Don’t forget to include the resource in your visualforce page and mind the API version <apex:includeScript value="/support/console/28.0/integration.js"/>

§  Leverage Google Chrome developer tools to debug javascript –  Ctrl + Shift + I (Mac: ⌥⌘I) keys to open

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UI Integration Patterns

Approach Pros Cons Browser Session storage persistence

• Fast (No server script)

• No Record Storage Required • Does not require receiving page to be open

• Requires logic to manage state to determine which primary tab is applicable

• Persists globally regardless of page close

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Service Cloud Console

Component Framework – Primary Tabs, Subtabs, Navigation Tab, Footer, Sidebar Components

Integration Capabilities

Service Cloud Console Integration Toolkit

Standard Objects

Custom Objects

Visualforce 3rd Party web pages/ web

tabs

Open CTI Canvas Apps

Key

boar

d S

hortc

uts,

Pus

h N

otifi

catio

ns

Reports/ Dashboar

ds

Chatter

Live Agent Standard Compone

nts

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Resources

•  Service Cloud Integration Toolkit Developers Guidehttp://www.salesforce.com/us/developer/docs/api_console/index.htm

•  w3 Schools Javascript Reference http://www.w3schools.com/js

•  Canvas Developer Guidehttp://www.salesforce.com/us/developer/docs/platform_connectpre/canvas_framework.pdf

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Chad Kelly Salesforce Services

@chadforce

Clement Tussiot Salesforce Services

@ctussiot

Q & A