Salesforce.com API Series: Service Cloud Console Deep Dive
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Transcript of Salesforce.com API Series: Service Cloud Console Deep Dive
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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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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2012. This 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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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
#forcewebinar
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