1. Customizing the Salesforce Console
with the Integration Toolkit
Add a little pow-wow to your Console
Andy Mahood, Tquila, Technical Architect
@andymahood__c

2. Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties
materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results
expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be
deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other
financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any
statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new
functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our
operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any
litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our
relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our
service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to
larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is
included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent
fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor
Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently
available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions
based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these
forward-looking statements.

3. Andy Mahood
Technical Architect at Tquila
@andymahood__c
Gautam Vasudev
Senior Product Manager for
Service Cloud at Salesforce.com

4. Who are Tquila?
Platinum partner in Europe
4
200
+311%
18
KEY GEOGRAPHIES: UK,
GERMANY, INDIA & JAPAN
REVENUE GROWTH
2011/2012
241
SALESFORCE
CERTIFICATIONS
©Tquila | Client Name | Date
35
SERVICE CLOUD
CERTIFIED
34
EMPLOYEES
GLOBALLY
NATIVE
LANGUAGES
SALES CLOUD
CERTIFIED
82
DEVELOPER
CERTIFIED

5. Why We are different
OUR COMPANY
TECHNICAL LEADERSHIP
10%
SALESFORCE
OWNED
230+
MAN-YEARS OF
SALESFORCE
EXPERIENCE
UX
ONLY PURE-PLAY SALESFORCE
COMPANY WITH A DEDICATED
USER EXPERIENCE TEAM
TQUILA LABS
2 of 7
CERTIFIED TAs
IN EMEA
WE’VE DEVELOPED LOW-RISK,
LOW-COST ACCELERATORS
ONLY SALESFORCE PRODUCT
DEVELOPMENT PARTNER IN EMEA
SALESFORCE PLATINUM PARTNER
SINCE THE PROGRAMME LAUNCHED
HEROKU PLATINUM PARTNER
©Tquila | Client Name | Date
1 of 3
MVPs IN THE UK
MARKETING
CLOUD
CERTIFIED

6. Andy Mahood
Technical Architect at Tquila
@andymahood__c
Gautam Vasudev
Senior Product Manager for
Service Cloud at Salesforce.com

7. Agenda
Explore the Salesforce Console and how to extend the UI.
▪ Review the Console
▪ Introduce Console Toolkit
▪ Console Roadmap, past and future
▪ Demos
▪ Q&A

8. WHAT IS THE SALESFORCE CONSOLE?

9. What is the Salesforce Console?

10. Next Generation Multi Channel Console

11. Split Screen for multi-tasking

12. Split Screen for multi-tasking

13. Records open as tabs and sub-tabs

14. Where are the hooks?

15. Custom Console Components in the footer

16. Footer Components can pop out

17. Same-origin policy

18. Even better with Integration Toolkit

19. Even better with Integration Toolkit

20. Even better with Integration Toolkit

21. Even better with Integration Toolkit

22. LETS DIG INTO THE SALESFORCE CONSOLE
INTEGRATION TOOLKIT

23. Salesforce Console Integration Toolkit
The Toolkit is a Javascript API.
<apex:includeScript value="/support/console/20.0/integration.js"/>

24. Toolkits is Asynchronous
The Toolkits API is asynchronous. Important when you start
building.

25. Types of Methods available to the Toolkit
▪
Interacting with Primary Tabs and Sub tabs
•
•
▪
Open/Close/Focus Tabs
Get ID of record within Tab for Context
Interacting with the Console UI
•
Controlling behavior of component buttons
•
•
▪
Events, for instance when Primary Tab changes
Methods for CTI and Live Agent
•
▪
Change Text, Icon, Scroll Text etc.
Build custom interfaces for Telephony and Live Agent
Push Notifications
•
Allow List Views and Page Layouts within Console to update dynamically when changes are made in
other sessions

26. THE SALESFORCE CONSOLE ROADMAP

27. Review of recent features
[spring13] Service Cloud Console Integration Toolkit: Console Buttons
[summer13] Salesforce Console Integration Toolkit: New Methods
[summer13] Updated UI
[winter14] Service Cloud for Sales
[winter14] Salesforce Console Supports Microsoft Internet Explorer 10
[winter14] Lookup Components for the Salesforce Console
[winter14] Force.com Canvas for the Salesforce Console
[winter14] Salesforce Console Integration Toolkit: New Methods

28. Roadmap for the next few releases
•Touch
•Other stuff...

29. DEMO TIME

30. Props to the Tquila team
▪ Ivan Almeida
▪ Piotr Czechumski
▪ Liza Romanenko
▪ David Darkins

31. Find People
• Problem
•
Call center handles switchboard,
require fast employee lookup
• Solution
•
Console widget to let users search for
colleagues
•
Display their Phone number as ‘Click
to call’

32. Similar Contacts and Open Cases
▪ Problem
•
Lots of Duplicate Contacts in the
System
•
Struggle to see Contacts Case History
▪ Solution
•
Custom Sidebar that finds similar
contacts
•
Lists all their Open and Recent Cases
•
Allows the Case to be reallocated or
new cases created

33. Reminders
▪ Problem
•
Activities can be assigned to users
•
Users should live in the Console
•
Users need to have visibility of their
Task list
▪ Solution
•
List activities with reminders due
•
Button will highlight when reminders
are due as Call to Action
•
Button will identify the number of
reminders due

34. Andy Mahood
Gautam Vasudev
Technical Architect at Tquila
Senior Product Manager for Service
Cloud at Salesforce.com
@andymahood__c

35. We want to hear
from YOU!
Please take a moment to complete our
session survey
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portion of the Dreamforce app