A Console is an interface that in the form of application makes it easier for users to navigate. Indeed, with standard navigation, users must open several tabs to have several records open at the same time and to consult and / or modify values.
The console lets you manage multiple objects (which must be related) on a single screen and thus minimize clicking . You must define a primary tab and subtabs.
At the top of primary tabs in the console, also appears a highlights panel. It lets you view key information (up to 8 by page layout ) about records at a glance. For example: level of support, number of employees, main contact, etc.).
From this console screen, users will also find a fixed utility bar that allows to register actions (tasks, calls, sending quotations, etc.). The fields of this bar can be setup in the interaction log.
You must have a “Service Cloud User” feature license to view and customize the console.
A console strictly respects the security settings in your Salesforce org.
Example: when opening the console for support, users first set accounts as a primary tab and contacts and cases as subtabs.
The case feed once enabled, appears in the console.
Live Agent functionality can be added to this console in order to “Chat” with customers..
SoftPhone is a CTI that can complement the use of the console. It is a tool that lets you view the caller’s record as well as make calls directly from Salesforce.