in implementation guides ~ read.
Salesforce Agent Console Cheatsheet

Salesforce Agent Console Cheatsheet

DOWNLOAD

First things first !
To download this implementation guide, click the download button below.
If you need more information about the implementation guide, you can read the Table of Contents below.

Download

USING THE CONSOLE TAB

Summary

Console Concepts

The console is a tab that
combines related records
into one screen with different
frames so that users have all
the information they need
when interacting with
Salesforce Common tasks
are accomplished with fewer
clicks and without much
navigation Administrators
choose the information
displayed in the console to
accommodate varied and
evolving business processes

Before setting up and using the Console tab review the following terminology used to describe its
components

Service Cloud
Console
The Salesforce console is
different from the Console
tab It improves on the
Console tab by displaying
records and related items as
tabs on one screen For more
information see Salesforce
Console

Resizing Frames
To resize a frame in the
console point to a frame
When the pointer changes to
a doubleheaded arrow
drag the frame until it is the
size you want You cannot
resize the sidebar

List ViewA list display of records based on specific criteria The list views you can select to display

in the console are the same list views defined on the selected objects tab You cannot create a list
view from the console
Note When a user selects the Console tab it displays the last list view he or she viewed from
the console
Detail ViewThe detail page view of any record selected from any of the consoles frames The detail
view displays the same page layouts defined on the objects detail pages When a record is displayed
in the detail view it is highlighted in the list view
Mini ViewRecords associated with the record displayed in the detail view The fields displayed in
the mini view are defined in the mini page layouts by an administrator If a record displayed in the
detail view does not have any records associated with it then the mini view does not display

SidebarA column that when moused over displays a calendar shortcut recent items and the

Recycle Bin just like the sidebar displayed on every Salesforce page To display the sidebar in the
console click the arrow icon on the left frame

Last updated February

Using the Console Tab

Setting Up the Console Tab

Setting Up the Console Tab
Starting the Console
After an administrator sets
up the console users can
start using it by clicking the
Console tab

Calendar Shortcut
Administrators can display a
shortcut to the calendar in
the sidebar for all users from
Setup by entering

Calendar Shortcut
in the Quick Find box
then selecting Calendar
Shortcut selecting Show
Calendar Shortcut and
clicking Save

Administrators set up the console in five steps create console layouts choose the related objects to show
in the mini view define mini page layouts assign user profiles to console layouts and add the Console
tab to custom apps
Create console layouts to define which objects users can see from the consoles list view For example
if you add cases to a console layout then users whose profiles are assigned to that console layout can
see list views of cases in the consoles list view
a From Setup enter Console Layouts in the Quick Find box then select Console
Layouts
b Click New
c Enter a name for the new layout
d Click Save
e Click Edit in the Selected List Views section
To add or remove objects to the layout select an object and click the Add or Remove arrow
To change the order of the objects as they will appear in the consoles list view frame select
an object in the Selected List box and click the Up or Down arrow
f To add or remove objects to the layout select an object and click the Add or Remove arrow
g To change the order of the objects as they will appear in the consoles list view frame select an
object in the Selected List box and click the Up or Down arrow
h Click Save
Define which related records display in the mini view when a record of a particular type is shown in
the detail view For example when a case is in the detail view you can display an account contact
or asset in the mini view To choose related objects
a From Setup enter a related objects name in the Quick Find box then select Page Layouts
b Choose a page layout name
c Click Mini Console View
d Select which records associated with the record in the detail view will be displayed in the mini
view You can only select objects that are defined as lookup relationships and are included on the
page layout
Note You can change the order of how related objects display in the mini view by clicking
the Up and Down arrows
e Click Save

Define mini page layouts for the records that appear in the mini view of the console A mini page

layout contains a subset of the items in an existing page layout Mini page layouts inherit record types
profile associations related lists fields and fieldlevel security from the page layout To define a mini
page layout
a Choose the page layout for the related object you want to customize
b Click Mini Page Layout

Using the Console Tab

Home Page Layouts and Mini Page Layouts

c Select which fields and related lists will be displayed for this type of record in the mini view For
each related list you select choose which fields to display in that related list
The more related lists you add to mini page layouts the longer it may take the console to
process data
You can select all of the available fields and related lists to display in the console however it
is recommended that you only select a few so that users do not have to scroll to find
information
Selected fields and related lists display in the console even when they do not contain content
d Click Save
Assign profiles to console layouts to determine which console layouts users see
a From Setup enter Console Layout in the Quick Find box then select Console Layout
b Click Console Layout Assignment
c Select a console layout to assign to a profile via the dropdown list
d Select the Console tab visibility settings for a profile via the dropdown list
e Click Save
Add the Console tab to custom apps so that users can access the console from specific apps
a From Setup enter Apps in the Quick Find box then select Apps
b Click Edit next to the app where you want to include the Console tab
To add or remove the Console tab to the app select the Console tab and click the Add or
Remove arrow
To change the order of the Console tab as it will appear in the app select the Console tab in
the Selected List box and click the Up or Down arrow
c Click Save

Home Page Layouts and Mini Page Layouts
Home page layouts affect mini page layouts in the following ways
Fields marked Required and Always on Layout on page layouts are automatically included
on the mini page layout and cannot be removed unless they are removed from the page layout
Field properties on the page layout determine field properties on the mini page layout For example
if a field is readonly on the page layout that same field will be readonly on the mini page layout To
change the field properties of fields on the mini page layout you must change the field properties of
fields on the page layout Note that the console respects fieldlevel security in organizations where it
is available
The order of related lists on the page layout determines the order of related lists on the mini page
layout To change the order of related lists on the mini page layout you must change the order of
related lists on the page layout

Using the Console Tab

Navigating within the Console Tab

Navigating within the Console Tab
Back and Forward
Buttons
Clicking the back or forward
buttons on your Web
browser cycles you through
pages in the console You
will not immediately exit the
console by clicking them

What you click in the console determines the frame a record displays in
In the mini view clicking
Links displays the record in the detail view Associated records display in the mini view
View displays the entire record in the detail view
Edit displays a mini edit page in the mini view To edit a field not displayed on the mini edit page
click View to display the entire record in the detail view and then click Edit from the detail view
Show more on a related list displays the related list in the detail view
In the list view clicking

Using Online Help

A link displays the record in the detail view

Contextsensitive help is only
available on pages
displayed in the consoles
detail view Just like other
pages in Salesforce you can
access the help at any time
by clicking Help Training
above the tabs

A column heading sorts that column in ascending order Click the heading a second time to sort

in descending order

A letter at the bottom of the list view filters your list view records by the letter

fewer or more at the bottom of the list view displays a shorter or longer list
In the sidebar clicking
The arrow icon on the left frame keeps the sidebar visible in the console Click the arrow icon a
second time to hide the sidebar

A record under Recent Items displays the record in the detail view

Calendar displays the calendar in a new page outside of the console
Recycle Bin displays the Recycle Bin in a new page outside of the console

Pages Display
Outside of the
Console
Not all pages open within the
console For example
clicking Printable View
Check Spelling lookup
icons email addresses and
custom links set to open in a
new browser window all
open outside of the console
in a new browser window or
popup

Using the Console List View
The consoles list view allows you to quickly perform actions within Salesforce without leaving the console
Display list views
From the dropdown list in the top left of the list view frame select an object and then select a list
view of the object to display in the consoles list view frame No data displays in the console if the
selected list view does not contain any records
Search
Enter keywords in Search and click Go to perform an advanced search across all searchable objects
you have access to in your organization Search results display in the detail view Terms in an advanced
search are treated as separate words rather than a phrase So searching for Pat Powers in advanced

search will find a contact named Pat P Powers as well as a contact named Pat Smith with an email

address of smithpowerscom
Create records
From the New dropdown list select any object to create a new record New record pages display in
the detail view
View recent items
From the Recent Items dropdown list you can choose to display any item you most recently
viewed Recent items display in the detail view

Using the Console Tab

Using the Console List View

Perform mass actions
Select the checkbox next to items in the list view and from the Mass Action dropdown list choose
the action you want to perform on all the selected records

***