👷🔧 Storyforce is under early construction, many pages are half finished! 🔧👷
Playbook
User Interface
Lightning App Builder
Home Page

Home Page

Service Home Page

Home pages can be customised in a million different ways, my preffered staring point is to use the pre-built Agent Supervisor Overview dashboard that comes pre-installed and add a list view of open cases and recent records.

Design

User Story
As a Salesforce User
I want to have a customised service homepage
So that I can see a Summary of all cases on a single page
Acceptance Criteria
Given I want to have a summary of all cases on a single page
When I open the service homepage
Then I can see a summary of all cases on a single page

Build

Service Console Home Page

Setup > User Interface > Lightning App Builder > New > Home Page

Label: Service Home Page (Standard)
Page Template: Standard Home Page

Main Content:

  • Component: Dashboard > Case Dashboard

Service & Support Dashboards:

  • AppExchange Salesforce Service & Support - Customer Information (Rating 3/10 confusing and focuses on accounts to much )
  • AppExchange Salesforce Service & Support - Executive Overview (Rating - 4/10 not very good, graphs seems unrelated )
  • AppExchange Salesforce Service & Support - KPI's (Rating - 5/10 good but graphs are long term and not short term insights and a little confusing)
  • AppExchange Salesforce Service & Support - Rep/Agent Performance (Rating - No good focus to much on by rep and not case details)

Salesforce.com CRM Dashboards:

  • Agent Supervisor Overview (Rarting 9/10 best by far shows current open case info and last month info) USE THIS ONE
  • Service Executive Overview (Rating - 7/10 very good shows nice insights but a lot of information)
  • Service KPIs (Rating - 5/10 good but graphs are long term and not short terminsights )

Right Column:

  • Component: Lists View
    • Object: Case
    • Filter: My Open Cases
    • Number of Records: 5

Bottom left:

  • Component: Recent Records

Bottom right:

  • Component: Tasks
  • Component: Chatter Feed
    • Feed Type: To Me

Activiation > App Default > Assign to Apps:

  • Service Console

Test

Steps:

  1. step 1...
  2. step 2...

Expected Results:

  1. expected reuslt 1...
  2. expected reuslt 2...