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Set Up Service Console App for Multiplay Subscription Management (Managed Package)

Service agents use the Service Console app to get a full view of the customer records and cases. Follow these steps to set up and configure the service console app.

Managed Package Icon This feature is part of the Communications Cloud managed package.

Create or Setup Service Console App

If the Service Console app isn’t available in your org, perform these steps to create a Service Console App and then activate interaction launcher records.

  1. From the App Launcher, find and select Service Console. If you can’t find the Service Console app, follow these steps to create it. If the Service Console app is available, go to step 6.
  2. From Setup, in the Quick Find box, enter App Manager, and then select App Manager.
  3. Click New Lightning App.
  4. Add these details in the App Details & Branding page.
    1. App Name: Service Console
    2. Developer name: LightningService
    3. Description: (Lightning Experience) Lets support agents work with multiple records across customer service channels on one screen.
    4. Click Next.
  5. On the App Options page, enter these details:
    1. Navigation Style: Console Navigation.
    2. Supported Form Factors: Desktop and Phone.
    3. Click Next.
  6. On the Utility items (Desktop Only) page, enter these details:
    1. Click Add Utility Item.
    2. Search for Vlocity Interaction Launcher and select it to add. Similarly add History and Notes utility items.
    3. Use the up and down arrow to rearrange the utility items as you like.
    4. Click Next.
  7. On the Navigation items page, move these items from the Available Items section to the Selected Items.
    1. Cases
    2. Contacts
    3. Accounts
    4. Reports
    5. Dashboards
    6. Home
    7. Vlocity API Metadata
  8. Click Next.
  9. On the Navigation Rules section, select Workspace tabs.
  10. On the User profiles section, add the profiles as per the business requirement (profiles that require access to service console) and move them to selected profiles.
  11. Click Save and Finish.

Activate Interaction Launcher Records

Follow these steps to activate the interaction launcher records.

  1. Open Salesforce Classic view.
  2. Click the All tabs plus icon and select Vlocity interaction Launcher.
  3. Open the InteractionContact and InteractionAccountContactRelationShip records and make them Active.

Update Flexi Pages as Org Default

Follow these steps to update the default settings for the SFI_Account and SFI_Services flexi pages if you’re using OS disabled org. For OS enabled org the flexi pages are named as SFI-Account and SFI-Services.

  1. For Account flexi page:
    1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select Lightning App Builder.
    2. Beside SFI_Account or SFI-Account, click Edit.
    3. Click Activation.
    4. Click Assign as Org Default.
    5. Select Form factor as Desktop and Phone.
    6. Click Next and Save.
    7. Click Activation again to verify the previous changes and then close the window.
  2. For Services flexi page:
    1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select Lightning App Builder.
    2. Beside SFI_Services or SFI-Services, click Edit.
    3. Click Activation.
    4. Click Assign as Org Default.
    5. Select Form factor as Desktop.
    6. Click Next and Save.
    7. Click Activation again to verify the previous changes and then close the window.