The service console app can help your support team to quickly address or track a particular case for an account. Although the Cases object is available by default, you can add additional objects for your support team, per your requirements.

Note: utilization of the service console requires a full Gainsight license.

To enable the service console:

1. On the Salesforce Setup page, navigate to Administer > Manage Users > Users.

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2. Click the Edit link for the desired user.

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3. Select the Service Cloud User checkbox; then click Save.

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Note: As an Admin, you must also have this permission.

4. In the Search box, search for Apps and click on the Apps link.

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5. Select the Console option and then click Next.

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6. Enter the following details:

  • App Label: The App label. For example, Gainsight Console.
  • App Name: The App name. For example, Gainsight_Console.
  • Description: A description of the  App description.
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7. Click Next; select an image for your app using the Insert an Image button.

8. Click Next; add Accounts and Cockpit from Available Items to Selected Items.

Note: By default, Cases is already present.

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9. Click Next; and select appropriate options for the items you just selected. If you want an item to appear as a primary tab, select As a primary tab. Otherwise, select As a subtab of.

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10. Click Next; select profiles using the checkboxes available under the Visible column to make this console app visible.

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11. Click Save. The console app now appears in the drop-down box on the top-right.

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The following is how the console app looks. The items that you added in Step 8 are highlighted in the image below, which appear as primary tabs. 

Information related to an Account will be displayed in a sub-tab. Whenever you open a customer account from the service console and open any module (e.g C360) related to that particular account, it will open in a sub-tab. Users can view all the information related to an account in a single tab, and also close all the tabs related to an account by closing the main account tab. Previously, if you opened the C360 page of a customer, it would appear in a new tab, now all the information related to an Account will be displayed as a sub-tab so that the account context is not lost. 

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