Declarative Design for Optimized Salesforce User Flow PDF

Declarative Design Given a scenario, determine which global Salesforce configuration to use for optimized user flow. **After studying this topic, you should be able to:** 1. **Understand how to personalize the Lightning Experience Navigation Bar** for users. 2. **Explore the options for cus...

Declarative Design Given a scenario, determine which global Salesforce configuration to use for optimized user flow. **After studying this topic, you should be able to:** 1. **Understand how to personalize the Lightning Experience Navigation Bar** for users. 2. **Explore the options for customizing** the **App Launcher** and **App Menu**. 3. **Explore the user interface of the Lightning App Builder**, including: - The **Components Panel** - The **Layout Editor** 4. **Learn how to design responsive Lightning pages** that adapt to different devices and screen sizes. 5. **Understand the concept of Lightning Components** and their role in customizing Lightning pages. **After studying this topic, you should be able to:** 1. **Explore the different types of Lightning pages**, including: - **Home pages** - **Record pages** - **App pages** - **Utility pages** 2. **Gain a high-level overview of Salesforce Sales and Service Consoles** and their benefits. 3. **Learn how to set up and customize Path in Salesforce** to guide users through complex processes. **Introduction** In this comprehensive lesson on Salesforce Lightning Experience customization and personalization, learners will explore the full potential of Salesforce's powerful features. The class is structured around five key objectives to provide a well-rounded understanding of the platform\'s capabilities. 1. **Personalize the Lightning Experience Navigation Bar** to enhance user access to essential functions and streamline workflows. 2. **Explore the Lightning App Builder**: Learn how to design and customize Lightning pages without the need for coding, optimizing the user interface for various devices. 3. **Integrate Lightning Components** seamlessly into the Salesforce experience, enhancing page functionality and user interaction. 4. **Discover Lightning page variations** and how to use Kanban views for effective data visualization, helping users manage and track their work more efficiently. 5. **Understand Salesforce Consoles**: Gain a deep dive into Sales and Service Consoles, their benefits, and the significance of Opportunity Stages in the sales process. Explore global configurations that influence the user experience across Salesforce. As a bonus, this lesson will also cover **Path and Workspaces**, empowering learners to create personalized experiences and tailored environments for different teams. By the end of the lesson, participants will have a solid grasp of Salesforce Lightning Experience customization, enabling them to design user-friendly, efficient interfaces within the platform. Here's the content formatted for clarity and consistency: **Global Salesforce Configuration Features** 1. **Lightning Pages**\ Lightning pages are custom layouts that allow users to create pages for the Salesforce mobile app or Lightning Experience. These pages can be personalized to fit specific needs and workflows. 2. **Lightning Components**\ A Lightning component is a compact, configurable, and reusable element that can be added to a Lightning page in the **Lightning App Builder**. Components enhance the functionality of pages without the need for complex coding. 3. **Kanban**\ Kanban is a visual tool that displays **Opportunities** in each stage within a **List View**, allowing users to manage and track their sales pipeline with ease. 4. **Service and Sales Consoles**\ A **console** is a custom app designed for managing multiple related records in one unified dashboard interface. It's tailored to enhance productivity and streamline the user experience for both Service and Sales teams. 5. **Path**\ Path graphically displays where an **Opportunity** is in the Sales Process, the current status of a **Lead**, or the status of any other standard or custom object. It helps guide users through key stages of a process. 6. **Navigation Bar**\ The **Navigation Bar** is a horizontal bar that holds items like object tabs, web tabs, and other components that allow users to quickly access different sections of an app. 7. **Lightning App Builder**\ The **Lightning App Builder** is a point-and-click tool used to create customized pages for the Salesforce mobile app and Lightning Experience. It allows users to design pages that bring together all necessary information and components in one place, without requiring any code. **Sales App Navigation Bar Example** **Navigation Bar Overview:** - Each app in **Lightning Experience** includes a **horizontal navigation bar**. - The navigation bar provides quick access to the main items and functionalities within the app. **Key Features of the Navigation Bar:** 1. **Tabs:** - Represent different sections or objects in the app (e.g., Accounts, Opportunities, Leads). 2. **App Branding:** - Displays the app name and logo for easy identification. 3. **User Profile:** - Provides access to the user\'s settings, preferences, and logout options. 4. **Global Search:** - Allows users to search for records, objects, and files across the Salesforce platform. 5. **Notifications:** - Displays alerts or updates related to the user's activities and workflows. **Purpose:** - **Streamlines navigation** by organizing the app\'s key features into easy-to-access tabs. - **Improves user experience** by keeping the layout consistent across apps in Salesforce Lightning **Customize the Navigation Bar** The navigation bar can be customized for each app to fit the users\' needs. **CUSTOMIZE APPS**\ Apps can be created and customized by navigating to 'App Manager' in Setup. **INTERFACE**\ The navigation bar color and logo can be customized for each Lightning app. **NAVIGATION ITEMS**\ The items that are visible in the navigation bar can be selected and rearranged, and the utility bar in the footer can be enabled by adding a utility item to the app. **APP ACCESS**\ The app can be assigned to user profiles. **App Manager**\ The **App Manager** is used to view, create, and customize apps available in the organization. **App Details and Branding**\ System Administrators can personalize their Salesforce apps and match some aspects of their company's branding. - **App Logo** and the **highlight color** for its navigation bar can be selected. **Selecting Items for the Navigation Bar**\ This is an example of how items are added to the navigation bar. - Selected items can be moved up and down to customize the order. **Navigation Bar Option** - **Temporary Tabs** may be made a permanent part of the navigation bar by selecting **'Add to Nav Bar'** from the dropdown arrow. **Temporary Tabs**\ Temporary tabs are opened when a user clicks an item that does not have a parent object placed in the navigation bar. - **Easy Access:** Temporary tabs can be used to access relevant items from the navigation bar. - **Set as Permanent:** Temporary tabs can be made permanent in the navigation bar by selecting **Add to Nav Bar**. - **Temporary Tabs** appear in the navigation bar with an asterisk (\*). **Creating a Temporary Tab**\ This example demonstrates creating a temporary tab for the **'Recently Viewed'** list view. **Assigning the App to User Profiles**\ An app can be assigned to profiles to allow visibility to designated users. **Utility Bar**\ The **Utility Bar** allows easy access to common productivity tools such as Notes, History, Calculator, and Omnichannel. **Utility Bar Items**\ Items placed in the **Utility Bar** will appear near the bottom of the screen. - It can be set to display on either the **bottom left** or **bottom right** of the screen. **Lightning App Builder**\ The **Lightning App Builder** can be used to build and configure responsive Lightning apps and custom pages for Lightning Experience and the Salesforce mobile app using a template. **Use Cases:** - It can be used to build **single-page apps**, **custom record pages**, and \*\*custom home pages. - It also allows customizing the content displayed in **Lightning for Outlook** through email application panes. **Components:** - Both **standard** and **custom Lightning components** can be used in the Lightning App Builder. **Regions:** - **Lightning pages** designed using the Lightning App Builder are composed of regions that contain Lightning components. - The **template** of a page determines its regions. **Responsiveness:** - The structure of a Lightning page **adapts** to the device it is viewed on. - The **template** selected when creating a page controls how it displays on a given device. - Icons and descriptions are shown on each template to indicate which form factors each one supports. **Activation and Assignment:** - Lightning pages must be **activated** before they can be made visible to users. - **Assigned apps** can be viewed on the **app page detail** page using the **'Assignments By App'** related list. - For **record pages**, the **'Assignments By App, Record Type, and Profile'** related list is also available. **Lightning App Builder User Interface:** - **Header** - **Lightning Components Pane** - **Toolbar** - **Lightning Page Canvas** - **Properties Pane** The **Lightning App Builder user interface** allows easier creation of Lightning pages. **Lightning App Builder in Setup:** - The Lightning App Builder can be accessed in **Setup** to create and customize app pages, home pages, and record pages. **Lightning Page Detail:** - The **Lightning Page Detail** page displays which app, record type, and profiles the record page is assigned to. **Below are the three types of Lightning pages:** - **Home Page** - **App Page** - **Record Page** **HOME**\ A **home page** in the app is where users can rapidly access the most important objects and items that they need. **APP**\ An **app page** is a homepage for a third-party application that can be directly added into the **Salesforce mobile app** and **Lightning Experience** navigation menus. **RECORD**\ A **record page** allows the construction of a customized version of an object\'s record page that is tailored to the needs of users. **App Page** An **app page** can be used to create a home page for a **Salesforce** or **third-party app** that can be added directly to the **Salesforce mobile app** and **Lightning Experience** navigation menus. **Key Components:** - **LIGHTNING APP BUILDER**\ Using the **Lightning App Builder**, an app home page can be created for a Salesforce app. - **NAVIGATION BAR**\ The custom home page for the app can be added to: - The **Salesforce mobile app** navigation list. - The **Lightning Experience** app navigation bar. - **SETUP**\ To create an app page, navigate to **'Lightning App Builder'** in **Setup**, click the **'New'** button, and select **'App Page'** in the dialog box that appears. **pp Page** **Key Features:** - **STANDARD TEMPLATES**\ Various standard templates are available, such as: - **Three Columns** - **Header and Left Sidebar** - **Main Column and Right Sidebar**\ Each template divides the page into multiple regions that can include one or more components. - **LIGHTNING COMPONENTS** - **Lightning components** can be **dragged and dropped** onto the app page. - Only **global actions** can be added to the app page. - **ACTIVATION**\ A **Lightning page** needs to be **activated** to make it visible to users. **Create an App Page** To create a custom app home page for **Lightning Experience**, follow these steps: **Steps to Create an App Page:** 1. **Select 'App Page' in the Lightning App Builder** - Choose **'App Page'** to create a custom home page for an app. 2. **Enter a Label for the App Page** - A **label** can be entered for the app page to provide users with brief information about the page. 3. **Select Standard or Custom Template** - Select a **standard** or **custom** template. - **Note**: '**My Domain**' needs to be deployed in order to access **custom templates**. 4. **Add Components to the Lightning Page** - To add **standard** and **custom components**, drag and drop them onto the **Lightning page**. 5. **Add Global Actions to the Lightning Page** - **Global Actions** can be added to the app page. - Selected actions will appear on: - The page's **action bar**. - The **highlights panel** at the top of the page in **Lightning Experience**. 6. **Activate a Custom App Page** - During activation, an app page can be activated for: - **All users** or **only for System Administrators**. - The **app icon** can also be changed during this process. **Add App Page to Lightning Apps** - Adding the app page to **Lightning Experience** will make it available to users who are viewing the app: - On a **desktop**. - In the **Salesforce mobile app**. **Add App Page to Mobile Navigation Menu** - The example below shows where to add a **Lightning page** to the **Salesforce mobile app navigation menu**. **Custom App Page in the Sales Lightning App** - The example below shows the **custom app page** as viewed in the **Sales Lightning app**. Here\'s the formatted version with clear structure, headings, and bullet points: **Home Page** The **Lightning App Builder** can be used to create and customize home pages for **Lightning Experience**. **Key Components:** - **PAGE TEMPLATE** - A custom home page can be created from scratch using a template, or an existing page can be edited. - **LIGHTNING COMPONENTS** - The user interface allows for **dragging and dropping** components from the **components pane** onto the home page. - **ACTIVATION** - When activating a home page, it can be made: - Default for **everyone**. - Assigned to **one or more profiles**, giving users access to a page designed for their role. **Steps to Create a Home Page:** 1. **STEP 1:** - Navigate to **Lightning App Builder** in **Setup**. 2. **STEP 2:** - Click the **'New'** button. 3. **STEP 3:** - Select **'Home Page'** in the dialog box. **Create a Home Page** - The example below shows the first step in creating a **Lightning home page**. **Select Page Template or Clone the Default Page** - In the next step, a **page template** can be selected, or the **Salesforce default page** can be cloned. **Activate Page** - Once a **home page** is saved, it can be assigned to **profiles** and **activated**. **Set Home Page as Default or Assign to Specific Profiles** - A **home page** can be: - Set as the **org or app default**. - Assigned to **specific profiles**. **Select Profiles** - The example below shows where to select **profiles** to assign the **Lightning home page** to. **Edit Existing Home Pages** - Existing **home pages** can be edited and saved, such as this home page for **Sales users**. **Customized Home Page** - The example below shows a **customized home page** for **Sales users**. **Customized Home Page for Support Users** - The example below shows a **customized home page** for **Support users**. **Custom Component Labels** - **Custom labels** can be localized. The expression {!\$Label.customLabelName} allows users to see labels in a chosen language, if a translation is created for that label in that language. - This expression can be used to give a translated value on any **component attribute** of type **string** or **rich text**. **Set Default Home Page in Setup** - The **default home page** can be set by navigating to **'Home'** in **Setup**. **Assign Home Pages in Setup** - Home pages can be assigned to **specific apps** and **profiles**. **Record Page** A customized **object record Lightning page** can be created using the **Lightning App Builder**. **Key Features:** - **LIGHTNING APPS**\ Record pages can be **customized** and assigned to specific **Lightning apps**. - **TEMPLATE**\ A record page can be created from scratch using a template, or an existing page can be edited. - **FORM FACTORS**\ Icons, illustrations, and text descriptions are provided on each **Lightning page template** to indicate which **form factors** it supports easily. - **COMPONENTS**\ The user interface for record pages is similar to that for app and home pages, allowing for **drag-and-drop** of standard and custom components. - **COMPONENT VISIBILITY**\ Lightning components on a record page can be configured using **'Component Visibility'** settings to show or hide based on the device the page is viewed on. - **TAB COMPONENT**\ The **Tabs component** allows users to create, delete, and change the order of tabs and tab sets on record pages. - **PAGE ASSIGNMENT**\ A record page can be set as default for: - The **entire org**. - **Specific apps** during activation. - A combination of **apps, record types, and profiles** can also be set to display the record page. - **SURVEY COMPONENT**\ **Surveys** can be added using the **Survey component**, allowing specific information to be captured as the record is being updated. Only **active surveys** can be added through the **Lightning App Builder**. **Steps to Create a Record Page:** 1. **STEP 1:**\ Navigate to **Lightning App Builder** in **Setup**. 2. **STEP 2:**\ Click the **'New'** button. 3. **STEP 3:**\ Select **'Record Page'** in the dialog box. **Create a Record Page** - The example below shows the first step in creating a **custom record page**. **Specify Label and Object** - The **object** for which the record page needs to be created is specified. **Select a Template or Clone a Default Page** - A page template can be selected, or the **Salesforce default page** can be cloned. - **Icons** indicate which form factors are supported by the template. - Descriptions and images illustrate how the template behaves in its supported form factors. **Add Standard Components** - Some **standard components** that can be added to a record page include: - **Accordion** - **Chatter** - **Flow** - **Recent Items** - **Related Lists** - **Tabs** **Configure Tabs on the Record Page** - The **Tabs component** can be used to configure the tabs that appear on the record page. **Add a Survey to a Record Page** - Once the **Survey component** is added, the appropriate **active survey** can be selected from the list provided. - The **Survey component** can be **dragged** onto the record page. **Set Record Page as Default** - A record page can be set as default for: - The **org**. - **Specific Lightning apps**. - A combination of **apps, record types**, and **profiles**. **Account Record Page as Default for the Sales App** - The example below shows the **custom account record page** made default for the **Sales app**. **Lightning Page Analysis Tool** - Click the **Analyze** button to assess page performance and display the results in the **Page Analysis window**. - A **gauge chart** displays the **Predicted Page Load Time** calculation in seconds. - If possible, components that take the longest time to load should be moved to **non-default tabs** or in an **accordion** to improve page performance. - The **Lightning page analysis tool** calculates the performance of a **Lightning Record Page** and identifies the components that impact **page load time**. **Custom Lightning Component Analysis** - When a custom **Lightning component** is added to a **Lightning Record Page**, the analysis tool may provide insights and recommendations related to improving **page performance**. - The tool provides recommendations for custom components, such as a **"CurrencyConverter"** component. Here's the structured and formatted version of the text with clear headings and bullet points: **Lightning Components** A **Lightning component** is a reusable, configurable, compact element that can be dragged and dropped onto a **Lightning page** using the **Lightning App Builder**. **Key Features of Lightning Components:** - **COMPONENT PROPERTIES** - When a component is added to a page, the **properties** specific to that component can be configured. - **SCREEN** - Lightning components can be used to build **screens** in a **flow**, which can then be used in a **Lightning Console app**, allowing it to auto-launch in a **subtab**. - **SURVEY COMPONENT** - The **Survey component** will not be visible unless **Surveys** are activated in **'Survey Settings'** in **Setup**. - Additionally, they can be made visible to external users through **Experience Cloud sites**. - **COMPONENT SIZE** - Once a component is added to a page, it can be **moved** or **deleted**, but its **size** cannot be changed. **Types of Lightning Components:** 1. **STANDARD COMPONENT** - The components provided by **Salesforce** are called **standard components**. - Example: The **Rich Text** component allows formatted text to be added to a **Lightning page**. 2. **CUSTOM COMPONENTS** - Components created by a **developer** are called **custom components**. 3. **THIRD-PARTY COMPONENTS** - Third-party components are available for download from **AppExchange** (e.g., Lightning components for additional features like calendar, calculator, and video). 4. **FLOWS** - Lightning components can be used to build **screens in a flow**, which can be used in a **Lightning Console app** and auto-launched in a subtab. **Lightning Component Framework** The **Lightning Component framework** is a **UI framework** designed for creating dynamic, responsive web applications that operate on the **Salesforce platform** and can interact with data within a Salesforce org. **A Lightning component includes the following:** - **CLIENT-SIDE:** - **HTML** - **CSS** - **JavaScript (controller)** - **SERVER-SIDE:** - **Apex (controller)** **Responsive Framework:** A framework is considered **responsive** when: - **Relative sizing** is used. - It allows for the application of different **styles** based on the context. - **Flexible scaling** is used for **images** and **media**. **Lightning Web Component Use Cases** Some of the applications of **Lightning Web Components** include: - **Tab & Accordion Containers** - **Unit Tests** - **Event Handling** - **Conditional Read-only fields** - **Custom Form-Level Validation** **Lightning Application** A **Lightning application** is a group of components that work together to serve a particular function. **Advantages over Visualforce Pages:** - **Single-page apps** - **Stateless servers** - **Stateful clients** - **Optimal for all types of devices** Let me know if you\'d like more details or adjustments! Kanban and Opportunity Stages Here's a structured breakdown of the Kanban view feature in Salesforce: **Kanban Overview** - **Purpose**: Kanban visually displays Opportunities within each sales stage. - **Key Features**: - **Stage Totals**: The total value for each sales stage is displayed. - **Drag and Drop**: Opportunities can be easily moved between stages by dragging and dropping. - **Object Availability**: Available on standard and custom objects that have picklists. - **Lightning Experience**: Only available in Lightning Experience; not available in Salesforce Classic. - **Per Record Type**: The Kanban view can only display Opportunities for one record type at a time. **Kanban View Example**: - Displays all Opportunities grouped by Stage. - Opportunity records are summarized by **Amount** in the stages. - Users can **drag** records from one stage to another, making it easy to manage opportunities visually. This format provides clarity on how the Kanban view works and the features it offers in Salesforce Lightning Experience. Here's a structured summary of the **Opportunities and Sales Stages** feature in Salesforce: **Opportunities and Sales Stages Overview** - **Purpose of Opportunities**: - Opportunities track sales deals. - They are used to produce sales forecasts. - Opportunities advance through different **sales stages** (e.g., Open to Closed/Won or Closed/Lost). **Sales Stages** Each stage in an Opportunity is crucial for tracking progress and forecasting. - **Key Elements of Sales Stages**: - **Stage**: Represents the progress of the Opportunity, from 'Open' to 'Closed/Won' or 'Closed/Lost'. - **Mapped to Type**: Defines whether the opportunity is open or closed for reporting purposes. - **Mapped to Forecast Category**: Each stage has an associated forecast category, which is used when generating sales forecasts. - **Mapped to Probability**: Each stage has an associated probability percentage that helps calculate expected revenue. - **Record Types**: - If no Opportunity Record Types are defined, all sales stage picklist values can be selected. **Opportunity Stages** - Each **Opportunity Stage** has a corresponding **probability percentage** that can be configured. This helps with the calculation of expected revenue as the opportunity moves through different stages. **Opportunity Sales Path** - A **Sales Path** can be configured for Opportunity Stages in **Lightning Experience**. - **Sales Path**: A customizable visual guide that offers tailored instructions and information at each stage of the sales process, helping sales reps navigate through the stages more effectively. Service & Sales Consoles Here's a structured summary of the **Console App** and its components in Salesforce: **Console App Overview** - **Purpose**: The Console App is a custom Salesforce app that allows users to work on multiple related records in a unified dashboard interface, enhancing productivity. **Key Features of Console App:** - **Customizable**: - The objects displayed and the layouts used within the console can be configured to suit specific needs. - **Pinned Lists**: - Records can be pinned (shown on the left or top) for quick access. These pinned records are based on the object selected in the navigation list. **Sales Console Components** 1. **Interaction Log**: - Allows users to record notes about the selected record or the primary tab\'s record. 2. **Highlights Panel**: - **Standard Highlights Panel**: Displays up to 7 fields and is configured via the compact layout of the record object. - **Dynamic Highlights Panel**: Configured in Lightning App Builder, it supports up to 12 fields, conditional visibility, conditional formatting, and is responsive for different screen sizes. 3. **Macro**: - Automates repetitive steps applied to records to increase user efficiency. 4. **Subtabs**: - Used for selecting different types of records and working on multiple records simultaneously. 5. **History Component**: - Displays a list of recently visited primary tabs and subtabs, allowing users to quickly navigate back to previous records. 6. **Record Details**: - Shows the detailed information and feed of the selected record. **Sales Console Example** - In the **Sales Console**, users can: - Work on an **Account Tab** and open related records in **subtabs**. - **Objects available** in the app can be changed to suit user needs. - Use a **Tab View** for managing multiple records at once. - Access a **Recently Viewed side panel** to quickly switch between records. - Utilize the **Utility Bar** for quick actions like creating new records or running macros. Here's the formatted information: **Macros in Salesforce** **Purpose:**\ Macros automate tasks on most standard and custom object records, such as Accounts, Contacts, Leads, and Opportunities. **Access:** - The Macros utility is available in the **Utility Bar** of the Lightning Sales Console. **Usage:** - Macros work on all objects that allow **quick actions** and have a **customizable page layout**. **Macro Builder:** - **Macro Builder** is used in **Lightning Experience** to create and run macros. **Instructions:** - **Quick Text**, **Email Templates**, and **Attachments** can be used within macro instructions. Here's the structured breakdown for configuring macros in the Sales Console and key features of the Service Console: **Configuring Macros in the Sales Console** **Macro Utility Component:** - To use the **Macro Builder**, the **Macro utility component** must be added to the page. **Creating and Running Macros:** - Macros can be created and executed using the **Macro Builder** in a **Lightning Console App**. **Service Console Features** **1. Utility Bar/Footer** - Provides access to various tools such as **Macros**, **Softphone**, and **Chat**. **2. Case Information** - Easily accessed and updated through the **Case Feed**, **Details Section**, **Related Lists**, and other components. **3. Navigation** - Agents can manage multiple records using: - **Navigation Bar** - **List Views** - **Primary Tabs** - **Subtabs** **4. Workspace** - The **Service Console workspace** allows access to all necessary information and tools for resolving cases. **Service Console Component Categories** 1. **Usability** - Features with specialized functions to help streamline the support process. 2. **Interaction** - Includes **Service Cloud features** that agents use to communicate with customers and resolve cases. 3. **Miscellaneous (Misc)** - Features that may not be widely used but can significantly boost agent productivity. 4. **Convenience** - Features that enhance the overall **end-user experience**, simplify repetitive tasks, and make the support workspace more efficient. A diagram of service console components Description automatically generated Here's a clearer breakdown of the **Service Console Components** with more focus on their categories: **Service Console Components Overview** **1. Interaction (Red)** These components facilitate **direct interaction** between agents and customers: - **Softphone:** Allows agents to make and receive calls. - **Case Feed:** A stream that provides updates on case-related activities. - **Chat:** Enables communication with customers through live chat. **2. Usability (Green)** These features help agents streamline their work and **optimize the support process**: - **Omni-Channel:** Allows agents to manage incoming work items from multiple channels (calls, chats, etc.) in one place. - **Knowledge:** Provides access to articles and FAQs for quick answers and problem resolution. - **Interaction Log:** Tracks and logs all customer interactions to keep a detailed record. - **Footer Widget:** Offers additional tools or information at the bottom of the workspace. - **Utility Bar:** Provides quick access to important tools and features in the Service Console. **3. Convenience (Yellow)** These features **enhance the user experience** by simplifying workflows and making the interface more user-friendly: - **Split View:** Lets agents view multiple records at once for efficient multitasking. - **Highlights Panel:** Displays important case information for quick reference. - **Sidebar Component:** Adds custom components or tools to the sidebar for easy access. - **Custom Component:** Lets you add custom components for personalized needs. - **Quick Text:** Enables agents to quickly insert pre-defined text responses. - **Macros:** Automates repetitive tasks to save time and reduce errors. **4. Misc (Blue)** Additional features that support **agent productivity**: - **Keyboard Shortcuts:** Enables faster navigation and task completion using keyboard commands. - **Multi-Monitor:** Allows agents to work across multiple screens for improved multitasking. - **Push Notifications:** Notifies agents about important updates and events in real time. Here's a structured overview of the benefits of implementing the **Lightning Service Console** for support agents: **Benefits of the Lightning Service Console** **1. Multiple Records** - **Unified View:** Easily view and interact with multiple records at the same time on a single screen. This helps agents work more efficiently by reducing the need to switch between tabs. **2. Knowledge Search** - **Efficient Case Resolution:** The built-in **Knowledge search** allows agents to quickly find relevant information, articles, and solutions, speeding up case resolution and improving accuracy. **3. Key Information** - **Always Accessible:** Important information and related records can be opened in **subtabs**, ensuring that key details are always within reach without having to leave the current screen. **4. Salesforce Chat Integration** - **Seamless Communication:** The Lightning Service Console can integrate with **Salesforce Chat**, allowing agents to communicate with customers in real time directly from the console. **5. Utility Bar** - **Productivity Tools:** The **Utility Bar** provides quick access to common productivity tools, such as **Recent Items**. It can also be customized to add custom tools, improving workflow efficiency. **6. Split View** - **Multi-Tasking Efficiency:** **Split View** enables agents to see **Case List Views** alongside the records they are actively working on. This makes multitasking easier and helps agents track multiple cases or tasks simultaneously. **7. Keyboard Shortcuts** - **Customizable Shortcuts:** Standard keyboard shortcuts are available to enhance efficiency. Additionally, custom shortcuts can be created to suit the needs of the agent or team, speeding up tasks. The shortcuts feature can be deactivated if necessary. Path & Workspaces **Paths in Salesforce** Paths can be defined for the following objects: 1. **Accounts** 2. **Leads** 3. **Contacts** 4. **Opportunities** 5. **Campaigns** 6. **Custom Objects** A **Path** graphically displays: - The current status of an **Opportunity** in the sales process. - The status of a **Lead** in its lifecycle. - The status or progression for any other selected **standard** or **custom** object. Paths help visualize and track the stages within a process, making it easier for users to understand where they are and what actions are needed next. **Path in Salesforce: Key Features and Customization** **1. What is a Path?** - A **Path** is a visual guide that adapts to help users navigate through the steps of a process. It provides clear directions for users, guiding them through various stages and required actions. **2. Key Fields and Guidance:** - **Key Fields:** Up to **five key fields** can be added to each step of the path. These fields display the most important record data to keep the user informed and on track. - **Guidance:** Provides space for **tips, instructions, links**, or company-specific information. It helps users understand what to do at each step, improving success rates. **3. Record Types and Paths:** - Paths can be **customized per record type** to make them more relevant to specific data. - In **Path Settings**, you can select a **record type** when creating the path, allowing each record type to have a unique path. **4. Lightning Experience Only:** - Paths are a feature exclusive to **Salesforce Lightning Experience** and are not available in **Salesforce Classic**. **5. Example of a Path:** - For example, an **Opportunity Path** might be based on **Stage field values**. Each stage can have unique: - **Key Fields** - **Guidance** - Information tailored to that specific stage, helping users understand what actions to take and how to move forward in the process. By setting up Paths this way, Salesforce helps streamline processes and improves user experience by providing clear, actionable guidance and relevant data. **Opportunity Workspace in Salesforce: Key Features** The **Opportunity Workspace** is a **Lightning Experience only** feature designed to provide sales reps with a comprehensive view of all information related to an Opportunity. **1. Sales Path:** - The **Opportunity Sales Path** is displayed at the top of the workspace, visually guiding users through the different stages of the opportunity. - The path helps ensure that users know which stage they are in and what steps to take next. **2. Key Fields:** - The **Key Fields** defined for the **Opportunity Stage** are displayed in the workspace. - These fields show the most critical data for the stage, helping users focus on the essential information for decision-making. **3. Guidance for Success:** - **Guidance** specific to each stage is shown, including: - Reminders - Tips - Links - Additional resources - This guidance helps sales reps understand the actions needed to move the opportunity forward to the next stage. **4. Related Information:** - The workspace displays **related information** through **Related Lists** that have been added to the page layout. - This may include other objects related to the opportunity (e.g., contacts, notes, files). **5. Tabs:** - Multiple **tabs** are available in the Opportunity Workspace for various activities, including: - Creating **Calls** - Creating **Tasks** or **Events** - Sending **Emails** - Using **Chatter** - Accessing **Record Details** **6. Tasks and Events:** - The **Tasks and Events** section displays: - **Open Tasks** and **Upcoming Events** - **Completed Tasks** and **Past Events** - This ensures that users stay organized and on top of their tasks related to the opportunity. The **Opportunity Workspace** integrates all relevant tools and data into one streamlined view, empowering sales reps to manage opportunities efficiently and effectively. **Agent Workspace in Salesforce: Key Features** The **Agent Workspace** is part of the **Lightning Console** and provides support agents with everything they need to efficiently handle cases and related records. This workspace is optimized for fast navigation and productivity. **1. Record Page Layout:** - The workspace uses a **navigation-friendly layout** specifically designed for cases. - Two layout options are available: - **Two-region layout** - **Three-region layout** - These layouts help agents manage multiple pieces of information in a clean, organized way. **2. Case Feed and Details:** - **Case Feed**: Provides an activity stream where agents can see all updates related to a case. - **Case Details**: Allows agents to view and update case information. - Both sections allow for **quick actions** to streamline case management. **3. Utilities:** - The **Utility Bar** at the bottom of the workspace provides access to a variety of productivity tools. Some examples include: - **Softphone** (for voice calls) - **Macros** (for automating repetitive tasks) - **Chat** (for live chat with customers) - **Omni-Channel** (for managing incoming support requests across multiple channels) **4. Knowledge Component:** - If **Lightning Knowledge** is enabled, the **Knowledge component** can be accessed to suggest relevant articles to support agents. - This component helps agents find solutions quickly by providing knowledge articles that may answer customer questions. **5. Lightning Service Console:** - The **Service Console** in **Lightning Experience** includes the **Split View** feature. - This allows agents to work on **multiple records** simultaneously, which can be viewed in a **list view** and displayed in workspace tabs or subtabs of related records. **6. Highlights Panel:** - The **Highlights Panel** displays **key information** about the cases, such as priority or status, providing agents with a quick overview of critical case details. **Configuring the Agent Workspace for Enhanced Productivity** To improve the workspace experience for agents, several features can be configured: **1. Split View:** - **Split View** allows agents to see both a list view of cases and the workspace tabs at the same time, making it easier to navigate and manage multiple records. **2. Feed & Details:** - The **Feed & Details** area gives agents the ability to view and make quick updates to case records directly from the workspace. **3. Record Page Layouts:** - Preconfigured layouts, such as **two-region** or **three-region templates**, allow you to display all the relevant information about a case in an organized way. **4. Lightning Pages:** - Custom **Lightning Pages** can be created for record pages in the console, utilizing **Lightning components** to tailor the workspace to specific business needs. **5. Utility Bar:** - The **Utility Bar** houses tools and processes that agents frequently use, such as: - **History** (to see previous actions) - **Notes** (for adding comments or case notes) - **Macros** (for automating actions) The **Agent Workspace** is designed to optimize the efficiency and productivity of support agents by consolidating critical tools, data, and actions into one unified workspace.