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10 Must-have Widgets for Service Console Classic | Grazitti Interactive

Check this blog to get insights into the widgets that have a great significance in the Salesforce Service Console.

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10 Must-have Widgets for Service Console Classic | Grazitti Interactive

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  1. 10 Must have Widgets for Service Console Classic CRM, Salesforce, Service Cloud

  2. Introduction to Service Console Classic • With an ability to search, update, and create records quickly and easily, Service Console is an application designed by Salesforce that enables users to access different records on a single screen through a Secondary and a Primary tab. • By providing a 360-degree view of each customer and the entire support process, it allows agents to view all relevant customer information related to a case, edit cases, accounts and contacts without switching among screens – leading to higher support productivity.

  3. Introduction to Service Console Classic • To enhance the efficiency of your support reps, you must take a look at the following out-of-the-box widgets that play a significant role in the Service Console:

  4. 10 Must-have Widgets for Service Console Classic Experts Assets Highlights Panel Case Filters, Case Feed, and Publisher Actions Milestones Articles Similar Cases Live Agent Macro Omni-Channel

  5. 10 Must-have Widgets: 1. Experts Endorses support agents as experts for specific topics. Using this widget, endorsed agents can also help other agents who might be less knowledgeable about the topic. To learn how to enable this widget, click here. 2. Assets Displays the specific products that your customers have purchased. Assets include a serial number, date of purchase, and other information related to the sale of an individual product.

  6. 10 Must-have Widgets: 3. Highlights Panel Gives a brief overview of important information related to a case, including case name, description, case status, case priority, and case owner. To know more about this widget, click here. 4. Case Filters, Case Feed, and Publisher Actions Help service agents to sort the case feed to get updates for only a single type of feed item. Case filters can be of two types: Standard and Custom.

  7. 10 Must-have Widgets: 5. Milestones Provides agents with a broad view of upcoming and closed milestones. It gives countdowns for active and overdue milestones and prepares agents for support deadlines. 6. Articles Enables support agents to find relevant knowledge articles to resolve cases faster, attaching help articles to a specific case or sending an email to the concerned customer.

  8. 10 Must-have Widgets: 7. Similar Cases Helps agents with all the cases related to a parent case. Agents can have a better understanding of the current case on which they are working. 8. Live Agent Empowers service agents and supervisors to chat with customers, discuss their problems, and access customer service tools at a single place. To add this widget to your Service Console, follow the steps listed here.

  9. 10 Must-have Widgets: 9. Macro Automates a series of repetitive keystrokes that are to be made by support agents in the Service Console. By using a Macro widget, agents can complete repetitive tasks quickly, like updating the case status and sending emails. 10. Omni-Channel Creates work items from Salesforce records and pushes them to the most qualified and available service agents in real time. With this widget, Salesforce objects including leads, cases, chats, and SOS video calls can be routed to the support agents.

  10. Want to make the most of the Service Console? At Grazitti Interactive, our certified Salesforce experts have provided award-winning, customized solutions for Service Cloud for many of the Fortune 500 companies. If you want to optimize your Service Cloud and increase your support efficiency, get a FREE Service Cloud audit, or drop us a line at info@grazitti.com. Source: https://www.grazitti.com/blog/10-must-have-widgets-for-service-console-classic/

  11. Thanks

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