Developing Salesforce Console Apps with Visualforce & the Integration Toolkit

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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

description

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.

Transcript of Developing Salesforce Console Apps with Visualforce & the Integration Toolkit

Page 1: Developing Salesforce Console Apps with Visualforce & the Integration Toolkit

Customizing the Salesforce Console with the Integration ToolkitAndrew Mahood

Manager – Technical Architect, Tquila

@andymahood__c

David Darkins

Service Cloud Practice Director, Tquila

@david_tquila

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Safe Harbor

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This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

 

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.

 

Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

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David DarkinsService Cloud Practice Director, Tquila

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Andy MahoodTechnical Architect, Tquila

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AgendaWhy 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

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The Salesforce Console

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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

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DemoReal life example of customer service use cases

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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 WesCustomer Service Agent

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So, how do I hack this thing?

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There are 5 places you can hook into

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Custom Console Components in the Sidebar

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There are 5 places you can hook into

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Custom Console Components in the Footer

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Footer Components can open

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Footer Components can pop out

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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

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Toolkit methods: Tabs

• Interacting with Console tabs

• Open Tabs

• Close Tabs

• Focus Tabs

• Refresh Tabs

• Get ID of record within Tab for Context

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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

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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

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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

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Implementing the ToolkitSalesforce Console Integration Toolkit

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Its just JavaScriptThe Salesforce Console Toolkit is a Javascript API.

https://c.na1.visual.force.com/support/console/32.0/integration.js

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Implement using VisualforceInclude the JavaScript by relative path

<apex:includeScript

value="/support/console/32.0/integration.js"/>

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Or Implement using a Canvas appLittle bit trickier for Canvas (but that may just be my experience)

<script src="https://c.na1.visual.force.com/support/console/32.0/integration.js" type="text/javascript"></script>

Sfdc.canvas.client.signedrequest()

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Same-origin policy

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Toolkits is AsynchronousThe Toolkits API is asynchronous. Important when you start building.

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Demo timeTake a Visualforce component and make it interact with the Console

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All the sample code on Github

github.com/andymahood/Sample-Salesforce-Console-Apps-DF14

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Any Questions?and hopefully some answers…

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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

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All the sample code on Github

github.com/andymahood/Sample-Salesforce-Console-Apps-DF14