Set Up the Lightning Service Console

Learning Objectives

In this project, you’ll:

• Create your own Service Console app.
• Customize the Lightning Console pages.
• Add Utilities to your Console.
• Enable and utilize Live Agent.
• Optimize the use of Omni-Channel.

Ada Balewa, a product support specialist at Ursa Major Solar, Inc., wants to optimize her customer service team’s productivity. Her Southwest US-based company, which supplies solar components and systems, has grown—and so has their volume of support cases. As Ursa Major Solar’s admin, you want to help them achieve their productivity goals by creating a Service Console for the team. The Service Console is a standard Salesforce Lightning console app that you can customize to meet the team’s case management needs, allowing them to access all things case-related, all from one screen. That’s pretty great!

Create a User and Enable Knowledge

Before you create Ursa Major Solar’s Service Console app, ensure that all of the settings are enabled for the tools you need to access in the service console. One of these tools is Salesforce Knowledge. Enable Knowledge for Ursa Major Solar.

If you’ve already completed the Set Up Salesforce Knowledge project in your playground, you can skip steps 1–9 in this section.

1. Click the gear icon and select Service Setup.
2. From the Recommended Setup flows, click the Get Started button on the Add Your Users tile.
3. Fill in the information:
   • Email (Username): ada.balewa@ursamajorsolar + your initials + today’s date (DDMMYY).com
   • First Name: Ada
   • Last Name: Balewa
   • Profile: Custom: Support Profile
4. Click Add User, then Finish.
5. Click View All under the Recommended Setup section.
6. Click the Knowledge Setup tile.
7. Click Start.
8. From the Choose Your Lightning Knowledge Authors page, select Ada Balewa and yourself, and click Next.
9. Click Next, then Finish.

If you've used the maximum number of licenses allowed in your current playground, please deactivate one of the licenses and then add Ada. Alternatively, you can create a new playground.

Set Up the Salesforce Service Console in Lightning

Now that Knowledge is enabled, create Ursa Major Solar’s Service Console app, which serves as the center for case management. Use the Setup Flow to get started customizing all the features the Lightning Service Console has to offer.

1. Click the gear icon and select Setup.
2. Enter App Manager in the Quick Find box, and select App Manager.
3. Click the New Lightning App button and follow the screens to add the new app details.
4. Fill in the App Details & Branding information.
   • App Name: Ursa Major Solar Service Console
   • Developer Name: (This field auto-populates.)
   • Description: Ursa Major Solar’s one-screen case management interface
   • App Branding: (You’re not adding a logo or branding at this time.)
5. Click Next.
6. On the App Options page, select Console Navigation and Service Setup.
7. Click Next.
8. On the Utility Items page, click Add Utility Item.
9. Click History.
10. Repeat steps 8-9 to add Macros and Open CTI Softphone. (More about these utilities later in this project.)

1. Click Next.
2. On the Navigation Items page, use CTRL/Command to select Accounts, Cases, Contacts, and Knowledge from the Available Items list, and click the arrow  to add them to the Selected Items list.

1. Click Next.
2. On the Navigation Rules page, choose how the following open.
   • Accounts: Select the Workspace tabs radio button.
   • Cases: Select the Subtabs of radio button and choose Account (Account) from the picklist.
   • Contacts: Select the Subtabs of radio button and choose Account (Account) from the picklist.

1. Click Next.
2. On the User Profiles page, use CTRL/Command to select Custom: Support Profile and System Administrator, and click the arrow  to add them to the Selected Profiles list.
3. Click Save & Finish.

Test Your Work

You just used the Setup Flow to customize the Service Console for Ursa Major Solar. To see what the user experience is like for Ada and her team, go into the Service Console app you just created and click around to view the features you just built into it.

1. Click the App Launcher and select Ursa Major Solar Service Console.
2. From the dropdown click Accounts.
3. From the list view dropdown, select All Accounts.
4. Click the Edge Communications account link under the name column.
5. Note that the Accounts list view remains open on the left side of the console, and the account information for Edge Communications opens on the right, in the main workspace of the console. This is called split view. You can change this view to Kanban or back to Table by clicking  under the Accounts list view palette. Now, leave it as split view.
6. Scroll down and click Sean Forbes under the Contacts related list. The contact record for Sean Forbes opens as a subtab of the account.
7. On the left side of the page, under the Accounts list view palette, click the Pyramid Construction Inc. account. The account record opens as a workspace tab on the right.
8. Scroll down and click Pat Stumuller under the Contacts related list. The contact record for Pat Stumuller opens as a subtab of the Pyramid Construction Inc. account.
9. Scroll down and click New under the Cases related list. The case record opens as a subtab, and the Account Name and Contact Name fields auto-populate.

If you’ve completed the Set Up Case Escalation and Entitlements project in your playground, you’ll be asked to select a record type. If required, select the Inquiry record type.

1. Log a case by filling in the rest of the information.
   • Case Origin: Phone
   • Subject: Solar Panel Warranty
   • Description: What is the warranty on the Solar Panels when they get installed?
2. Click Save.
3. Click the History component in the utility bar at the bottom of the console to view your history. Click the arrow next to Pyramid Construction to expand the history for this account.

Great! You’ve set up the Service Console for Ada and her team. They’ll be able to access all the productivity tools and information needed to efficiently manage cases all from one screen. Next, customize the console to include all of the features and layouts that Ada and her team request.

How Service Cloud Makes Customers Happy

Customers love having their problems solved quickly. Here are some ways Service Cloud makes that happen.

• Offer support everywhere and on any device. Connect with customers where they are—phone, email, SMS text, social media, webchat, web communities, messaging apps like WhatsApp, and more. Seamlessly switch conversations to any channel customers prefer to give them the best experience possible.
  
  
• Send immediate responses to show that you care. Let customers know that you’ve received their issue by sending them automatic updates and messages. Personalize responses with customizable templates that give customers an ETA on an answer, solution, appointment, or field visit.
  
  
• Auto-escalate important issues before they become emergencies. Add automatic workflows that flag key customers or concerns and forward them to managers by specific dates or times. Keep track of the status of critical service situations to prevent them from becoming nightmares.

How Service Cloud Improves Agent Productivity

Productive service agents help more customers and make a good impression on your brand. Here are a few ways Service Cloud makes your team more productive.

• Support all channels from one screen. No matter how your customers contact you, your agents review and respond to each inquiry from one unified screen called the console. No fiddling with lots of windows. No endless scrolling or clicking to get to the next customer or channel. Everything agents need is right before them so they can focus on customers, not technology.
  
  

• Route issues to the right person. Instead of guessing who should answer each question from which channel, automatically route all customers to the right agents, every time. Also, let integrated processes figure out priorities, workloads, and agent skills before connecting an agent with a customer.
  
  
• Track key metrics for improvement. To find ways to upgrade your service, view regular snapshots of your team’s average first response times, average customer wait times, total customer interactions, and more. Make major and minor service decisions based on data.

Service Cloud gives you the tools you need to wow your customers and make your agents support geniuses. With each customer’s data available during any interaction, your team can ensure customer success more easily.

Community Cloud User Licenses

 The following licenses are used for external users: Customer Community, Customer Community Plus, Partner Community, External Apps, External Identity, and Channel Account.

How do community licenses compare to legacy portal licenses?

Here’s a quick correlation of the new communities licenses with their older portal counterparts and their main use case.

IMPORTANT Users who have portal licenses can access your site as long as you include them by adding the profiles or permission sets that they’re associated with to your site. You don’t have to purchase new licenses for them, or swap them for communities licenses.

LICENSE NAME	BEST USED FOR	COMPARABLE PORTAL LICENSE
External Apps	Custom digital experiences to engage any external stakeholder, including Brand Engagement and Customer Loyalty. Limited access to CRM objects. The External Apps license can be used with person accounts. NOTE Each External Apps (Members) subscription entitles the permitted number of member Users access to all such Communities within the same Org.	High Volume Customer Portal, Service Cloud Portal, Authenticated Sites Portal
Customer Community	Business-to-consumer experiences with large numbers of external users who need access to case objects or knowledge. The Customer Community can be used with person accounts.	High Volume Customer Portal, Service Cloud Portal, Authenticated Sites Portal
Customer Community Plus	Business-to-consumer experiences with external users who need access to reports and dashboards and need advanced sharing. The Customer Community Plus can be used with person accounts.	Customer Portal — Enterprise Administration, Customer Portal Manager Standard, Customer Portal Manager Custom
Partner Community	Business-to-business experiences that need access to sales data such as partner relationship management. The Partner Community can’t be used with person accounts.	Gold Partner
Channel Account	Business-to-business sites and portals that calculate their usage based on number of partners instead of number of individual users.	Gold Partner

NOTE Different license types can access your Experience Cloud sites. Your site isn’t limited to just one type of license.

steps for Salesforce Community Implementation

• Step 1. Enable Community Cloud Salesforce
• Step 2. Create a community
• Step 3. Add new members
• Step 4. Add the engaging content
• Step 5. Brand your community
• Step 6. Customize your login page
• Step 7. Configure the email
• Step 8. Put in the finishing touches
• How to Avoid Mistakes When Integrating Salesforce Community Cloud

Steps to enable communities:-

Step 1.) From Setup, search for communities setting and click on it.

Step 2.) Click on New Community button to create a new community.

Step 3.) As soon as you select the checkbox, a new section would be prompted to select a domain name.  Remember, always choose your domain name very carefully, as once domain name is created it CANNOT be changed.

Yeah! that’s right, you can’t change your domain name once it is created.

After selecting domain name, click save and you are done.

Great! Now you can create multiple communities depending upon your license.

Steps to create a community:-

Once you have enabled the community, you can go ahead and create a new community and make it ready for customer use.

Let’s see what are the steps you need to perform to create a community from the scratch.

Step 1.) From setup, search for ‘All communities’ and select it.

Step 2.) Click on New Community button to create a new community.

Step 3.) The page shows the different predefined templates which you can use for your community depending upon your requirement. For example: If you are creating this community for customer support you can select Customer Service template OR if the community is meant for the portal user, select customer Account portal template. If you want to use your Standard or Custom objects in your community, you can go for Salesforce Tabs + Visualforce template. Also, if you want you can make and design your own templates.

Step 4.) After selecting the template, click on Get Started on next page.

Step 5.) Give a name to your community and provide a unique value at the end of the URL and click on Create button.

NOTE:- If you have multiple communities, you can create only one community that does not have a custom URL. Since the domain name is same for all communities, so a custom URL path differentiates them.

Hurray!! Congratulations, just now you have created a brand new Community in your Salesforce Org.

Now you would be redirected to the community workspace i.e. from workspace you can build and customize your community pages and its look and feel. You can manage the members of community.

Now the only thing you need to do is to activate the community and publish it so that everyone can use it to whom you want to use.

Activate the Community:-

To activate the community:-

Step 1.) Search for All Communities in setup, and click on it.

Step 2.) Click on Workspaces.

Step 3.) Select ‘Administration’.

Step 4.) Under ‘Setting’ section in left panel, click on Activate Community button.

Now, your community has been activated. But you need to publish the community.

Publish the Community:-

Step 1.) Search for All Communities in setup, and click on it.

Step 2.) Click on Workspaces.

Step 3.) Select Builder.

Step 4.) Click on Publish button on the top right corner of builder.

Now, your community is ready to use.

IMPORTANT:- After you create the community, your profile is now added to the list of available members to use community. So, it might possible that your profiles is being assigned to other users also, so they can also access community.

 

Handling Governor Limits

This section describes some of the key exceptions observed in CPQ and describes how to deal with governor limits if the code encounters them after configuring CPQ. In general, you need to analyze logs and follow the best coding practices to resolve the errors. For more information, refer to Salesforce App Limits Cheatsheet.

Exception 1: System.LimitException: Apttus_Config2: Too many DML rows: 10001

This exception occurs when you try to perform DML operations on more than 10000 records at a time.

DML is different than SOQL. DML is the process typically used to insert, update, upsert, or delete records; SOQL is the query language used to return rows. Per the governor limits, the maximum number of records retrieved by SOQL queries is 50000. The maximum number of records processed as a result of DML statements, Approval.process, or database.emptyRecycleBin is 10000.

Sample Business Use Cases

• The Hierarchy View update job displays the Too many queries error, which has impacted the price book and display of products (products are not displayed under the correct categories on the catalog).
• When adding items to the option group Destination Sets in CPQ Admin Console in Production, an error is received for the Bundle LOGIQ S8 R3 (ULS_PCL_GI_0025).

Best Practices

• A separate class implementing the Database.Batchable interface allows CPQ to handle DML in batches of records.
• You can use <apex:actionPoller> in a Visualforce page.
• If the trigger has DML functionalities for many rows (more than 10000), it must be in Batch Apex.

Exception 2: Visualforce Remoting Exception: Apex heap size too large

Salesforce enforces an Apex Heap Size Limit of 6 MB for synchronous transactions and 12 MB for asynchronous transactions.

The Apex heap size too large exception occurs when too much data is being stored in memory during processing. The limit depends on the type of execution (for example, synchronous or asynchronous calls).

Sample Business Use Cases

When the constraint rule maintenance batch job is executed from the Maintenance tab, it runs erroneously. Especially for constraint rules with Product Field Set in Product Scope in constrain rule condition and criteria, a lot of memory is consumed to create Product Constraint View records. Eventually the batch crosses Salesforce governor limit of 12 MB memory usage per asynchronous transaction and skips creating views for some rules.
The following exception occurs: Apex heap size too large: 13808228.

The Apex governor limits for heap size are as follows:

Total Heap Size
Synchronous Limit	6 MB
Asynchronous Limit	12 MB
Email Services	32 MB

Best Practices

• Do not use class-level variables to store a large amount of data.
• Utilize SOQL For loops to iterate and process data from large queries.
• Construct methods and loops that allow variables to go out of scope as soon as they are no longer needed.
• Reduce the limits to the SOQLs and use transient keyword.

Exception 3: System.LimitException: Apex CPU time limit exceeded

Salesforce has a timeout limit for transactions based on CPU usage. If transactions consume too much CPU time, Salesforce terminates the execution of long-running transactions. The maximum CPU time on the Salesforce servers is 10000 milliseconds for synchronous transactions or 60000 milliseconds for asynchronous transactions.

Sample Business Use Cases

• Users could not see products in the cart after executing the Category Maintenance job.
• Users cannot execute the Update Product Constraints View and they receive an error - Apex CPU Time Limit Exceeded.
• Users encountered a "system.LimitException" error when they had more than 100000 products, defined a constraint rule with 98 condition products, and configured product scope as FieldSet. If there are a large number of fields defined in that Product Field Set, user encountered the error. 

Best Practices

• Remove unnecessary code and loops.
• Use collections (Set, Hashmap, or List) efficiently.
• Avoid using a loop within another loop.
• SOQL query should be indexable.
• Avoid unnecessary re-initialization of variables.
• Use Aggregated SOQL (database operations are not counted in this limit, so avoid arithmetic operations in Apex).
• Check how much time workflow rules and process builders take.

In CPQ

• Define the following settings before running the Category Maintenance job.
  APTS_UpdateViewUseDmlLimit = true
  APTS_UpdateViewProductBatchSize = 50
• Optimize the constraint rule of ProductScope = Product Field Set to a lower number (this always breaks because of Salesforce limit).
• Avoid using many Custom Formula fields.
• To avoid "system.LimitException" error, create multiple constraint rules to reduce the number of condition products in a single constraint rule. Also, lower the number of fields in the Product Field Set.

Exception 4: System.LimitException: Too many query rows: 50001

There is a limit to the number of records that that can be retrieved by the SOQL query, which is 50000 records. The 50000 limit is an overall per-transaction limit and not a per-query limit. If you attempt to query the more than 50000 records, you will get an exception.

Sample Business Use Cases

• When running Category Maintenance, the following error occurs: Apttus_Config2:Too many query rows: 50001
• When trying to add more than 100 products from Catalog, CPQ displays a message: Apttus_Config2:Too many query rows: 50001
• When there are more than 400 lines added to the quote, the performance of CPQ is impacted.

Best Practices

• Use Batch Apex, in which the 50000 limit counts for each batch execution.
• These limits count for each Apex transaction. For Batch Apex, these limits are reset for each execution of a batch of records in the execute method.
• Limit the results by adding more criteria or using a LIMIT 50000 statement in SOQL.

In CPQ

• All constraint conditions or actions must have a narrow search.
• Avoid using Product field set.

Exception 5: System.LimitException: Too many SOQL queries: 101

This exception occurs when you exceed the SOQL queries governor limit. You can run up to a total of 100 SOQL queries in a single call or context.

Sample Business Use Cases

• If you finalize a cart that has 50 to 60 ramp lines, the cart stops responding.
• Each product added to the cart has a constraint rule. When you add 90 line items to the cart, constraint rules fail to work.

Best Practices

• Change the code by following the Apex Code best practices so that the number of SOQL queries triggered is less than 100.
• Change the context; use the @future annotation, which runs the code asynchronously.
• Ensure that you do not have a recursive loop calling a SOQL.
• Follow Apex Code key principals while writing triggers and bulk requests.
• Do not perform any DML or CRUD operation inside a For loop.