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Service Console in Lightning Experience

Today's blog post was written by Caitlin Pfeiffer, Principal Consultant at Sonoma Partners.

In Spring '17, Salesforce added the Service Console to the Lightning Experience. While the new Lightning Service Console is still in Beta, it's an exciting glimpse into what is to come, with a GA release anticipated for Summer '17.

The new Lightning Experience Console looks to keep the best of the existing Service Console available in Classic, including:

Workspace

The console navigation in the Lightning Experience is very similar to Classic. Clickable records open as separate tabs in the Console to increase productivity and allow Service Reps to multi-task, managing multiple interactions within the same session. Also, similar to Classic, records related to each other open up as sub-tabs, allowing you to see them within the context of the record that you originally are viewing.

Place Saver

Similar to Classic, the Service Console in the Lightning Experience will also save your place from when you were last logged into the system, so your customer service team can pick up right where they left off the next time they log into the Service Console.

Lightning Utility Bar

Classic Console Components will be replaced with the Lightning Utility Bar in the Lightning Experience. NOTE: Not all of the out-of-the-box Console Components are available in the Lightning Experience as of the Spring '17 release, but I imagine that these will continue to be added to the Lightning Utility Bar in future releases.

Pfeiffer console 1

Pfeiffer console 2

While the new Service Console in Lightning Experience is very familiar, all of the new features available in the Lightning Experience are now available in your Service Console, namely:

Lightning Page Layouts

You now can take advantage of the extremely flexible Lightning Page Layouts. This includes the out-of-the-box Lightning Components that Salesforce provides, but also any custom Lightning Component that you build or install from the AppExchange.

Pfeiffer console 3

Kanban List Views

Service Cloud users are a now going to be able to take advantage of the Kanban list views to easily manage and view their cases and work orders in a more visual summary. Users can select which field they want to use within the Kanban view to group their records. 

Pfeiffer console 4

Enhanced Notes

Another cool feature that I can see being helpful for the busy, multi-tasking service rep is the new enhanced Note functionality that allows reps to easily jot down a note without having to stop what they are doing. Notes will be available from the Lightning Utility Bar and will overlay whatever record they are working on. Users can keep these notes open while they work and expand/minimize them as they continue to work.

Pfeiffer console 5

Before rolling out the new Service Console in the Lightning Experience, keep in mind that:

  • This feature is currently only available in Beta, which means that there may still be a few known issues or missing features. Salesforce anticipates that the Lightning Service Console will be generally available in Summer '17, but may still be missing some of the features that are only available in Classic, such as Case Teams, Live Agent, and Service Contracts/Entitlements. 
  • Similar to the core Lightning Experience, Salesforce will continue to add more and more features to the Service Console in LEX with each release. If you are interested in using it, I would recommend that you keep an eye out for the release notes for each release to watch of key features critical for your service team.
  • Also similar to the core Lightning Experience, this is something that you can roll out gradually, to specific users and teams. Users are also able to switch back and forth between the Service Console in Lightning and Classic.

Have additional questions about the Salesforce Service Cloud, Sonoma can help, please contact us.

Topics: Salesforce