Jun 21, 2016 By Gautam Vasudev

Lightning Strikes Open CTI: Why Voice Matters Now More Than Ever

In the digital era, the voice channel appears to continue to be holding strong. In fact, voice is an integral and often predominant part of the customer experience — with no signs of diminishing call volumes on the horizon. Depending on the industry, voice is typically the first or second channel... Read More

Customer Service, Service Cloud, Lightning

Apr 17, 2015 By Gautam Vasudev

Salesforce Console Best Practices: Creating A Desktop Your Agents Love, Part 1

If you've spent time with the Salesforce Console, you'll know that this alternative view of Salesforce has a lot of power under the hood. That power comes from features like standard record layouts, workspaces, sidebar and footer components, keyboard shortcuts, push notifications, presence, macros... Read More

Customer Service, Service, Service Cloud

Jun 11, 2013 By Gautam Vasudev

One Simple Button to Prevent Cherry-Picking Customer Cases And Leads

Customers tell me that they have a problem with their agents cherry-picking cases and leads. They use assignment rules to assign the objects to queues, but once they're in queues, the agents look them up in list views and accept them from there. This can give opportunistic agents the ability... Read More

Developer, Customer Service

May 29, 2013 By Gautam Vasudev

The Service Cloud Console: 0 Click Data with Custom Console Components

Providing context in a single glance has been the underlying design philosophy of the Service Cloud Console. An agent should have enough information about the caller or product from the outset to service 80% of the calls. For the remaining 20%, the agent can always drill further into any... Read More

Service Cloud

May 29, 2013 By Gautam Vasudev

The Service Cloud Console: Providing More Context For Your Agents

One of the primary objectives of the Service Cloud Console is to improve agent productivity by providing more context. When a call comes in, relevant information about the caller such as account and contact information, case history, entitlements and call scripts should be no more than a click... Read More

Service Cloud

May 29, 2013 By Gautam Vasudev

The Service Cloud Console – Working with Buttons and Links

Many folks have reached out to me asking about the behavior of custom buttons in the Service Cloud Console. While there is no translation of behavior for custom buttons into the Console context, it can be done. For example, clicking on a button to open a new window in the regular app would... Read More

Service Cloud

May 29, 2013 By Gautam Vasudev

The Service Cloud Console

Agents need contextual information to service customers effectively and quickly. Information like contact and account details, entitlements and service contracts and case history must be readily available. Contextual information is not limited to salesforce.com records though. Billing systems,... Read More

Service Cloud

May 29, 2013 By Gautam Vasudev

The Service Cloud Console: Where's my Home Tab?

Thanks to Rich Potter and Thomas Nelson for inspiring this blog entry. The Service Cloud Console was designed for high volume call centers (Tier 1 customer service/ Tier 2 & 3 product support). In these environments, agents work primarily on the Case and Contact entities, moving quickly from... Read More

Service Cloud

Dec 07, 2012 By Gautam Vasudev

Useful Keyboard Shortcuts in the Service Cloud Console

One of the most exciting features in the Service Cloud Console is Keyboard Shortcuts (also known as Hotkeys). Keyboard Shortcuts allow users to navigate, edit and save records using just the keyboard. They can be used to launch custom action as well. Once you start collapsing multiple actions... Read More

Service Cloud