Setting up Service Console on Salesforce from scratch

This web log picks up roughly two weeks into this project.   I'm about to set up the pilot users for Service Cloud in our production environment.

I'll post as items come up or as I remember them.

I recently set up a permission set for the 2 users in the sandbox.  Originally I just gave the service console access to the entire profile these 2 users were a part of but now that I'm about to roll this out to production and only want 2 users to pilot I need to create a permission set.

Jen and Teri have permission to access the console.

I'll be exporting the audit trail from the sandbox and going step by step back through the process in production.  I'll note each step here.

Turn on Knowledge and Service Cloud user access on my profile.
Pretty much following the guide for setting this up. Salesforce Console Guide

Created custom app Customer Support Console  - pg. 13 of the guide Added our Image.  Received it from MarketingChoose Navigation Tab Items

Pinned to left.  300 pixels

Added History and Macro Browser as Console Components

I've made Cases a subtab of Contact because the process of creating a case should be as such; 

Find the Contact and Account, then create the Case from the Contact record.  

Now rethinking this because Cases will be the primary object especially when email and web to case are implemented. 

I've whitelisted our website but not really sure we'll need that. 

The only Profile that this app is assigned to is the System Admin.  Jen and Teri will have access for now via the permission set

From Audit Trail in Sandbox...   

Live Agent enabled. Went to production to enable this.  Setup. Live Agent Setttings. Enable Live Agent.     per #7. on pg 13 of the guide. I see there's an option to have customized keyboard shortcuts.  Not sure we'll need them.   I'll review and let the team know about the option.  See if they like it. Changed profile Customer Service: Opportunity object permissions were changed from No Access to Read Changed profile Customer Service: Push Topic object permissions were changed from No Access to Read This is so the customer service reps can use the Live Agent feature when it's rolled out.  Turned on Interaction Logs.  pg 20 of the guide.   Did not set it up beyond turning it on. Created permission set for 'service console user'.  Added Jen and Teri.  6/10/2016 LH Added all of the support reps to this profile except Nikita in Inida. Gave 'Service Cloud User' access to Jen and Teri via their individual user pages   6/10/2016  LH  Added all support reps minus one Creating a new Contact Page for customer support.  One that has a Case creation option with field in the Feed section.  For fast creating cases.      deleted my 'act-on' contact page layout Turned on 'enable Case feed action and Feed Items' from the Support Settings on the CAse object in sandbox. Limited the number of tabs that can be open at a time to 5.   then removed this because of feedback Built training material for the support team to know how to create cases now. Provided training and console walk-though to the reps.  Sent the deck. Made first name required field. Created Validation Account workflow to create an account and then a contact.  Email is required here. 6/10/2016  Turned on the console for the support reps.  removed old customer support app from view.  gave access to the console app and added Chatter tab More info from the Salesforce help site.  Set Up a Salesforce Console for Service Create and customize a console app, then assign the Service Cloud User feature license to users. Salesforce console available in Salesforce Classic and App Launcher in Lightning Experience. Setup for Salesforce console available in Salesforce Classic. Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions User Permissions Needed To set up a Salesforce console for Service: “Customize Application” AND “Service Cloud User” Important If you plan to add Live Agent to a console, set it up completely before you set up your console. Customize highlight panels for all objects and turn them on. Create a console app and assign it to user profiles. Optionally, for support agents: Brand your console. Choose how pinned lists display. Whitelist domains. Customize push notifications. Customize keyboard shortcuts. Turn on the Knowledge Sidebar. Set up interaction logs and assign them to user profiles. Turn on Live Agent (available only for a console for service). Assign users the Service Cloud User feature license. Tip To add third-party integrations, or expand console customizations to new levels, advanced Salesforce admins and developers can create console components, or use code with an API named the Salesforce Console Integration Toolkit. Create Queues Create queues to prioritize, distribute, and assign records to teams who share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications. Available in: both Salesforce Classic and Lightning Experience Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, Developer, and Database.com Editions Service contract queues available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud Lead queues and case queues are not available in Database.com User Permissions Needed To create or change queues: “Customize Application” AND “Manage Public List Views” To change queues created by other users: “Customize Application” AND “Manage Public List Views” and “Manage Users” From Setup, enter Queues in the Quick Find box, then select Queues. Click New. Type a label and name. The label appears in the user interface as a list view, and the name is used by the API and managed packages. Choose email notification settings for the queue. To notify You must One email address when new records are added to the queue. Add an email address to Queue Email. You can add an email address for an individual or an email distribution list. All queue members individually when new records are added to the queue. Leave Queue Email blank. All queue members and the Queue Email individually when new records are added to the queue. Add an email address to Queue Email and select Send Email to Members. If your org uses divisions, select the queue’s default division. Cases inherit the division of the contact they’re related to, but when a case doesn’t have a contact, it’s assigned to the default global division. Add the objects available to the queue. You can add cases, leads, orders, custom objects, service contracts, or knowledge article versions. Add queue members. You can add individuals, roles, public groups, territories, connections, or partner users. . Depending on your org’s sharing settings, only queue members and users above them in the role hierarchy can take ownership of records in the queue. Click Save. Tip After you create a queue for cases or leads, you can set up assignment rules to route cases or leads to it. Note Before you can delete a queue, reassign its records to another owner and remove it from any assignment rules.