The Unsung Heroes of Console Apps – All The Features You’re Not Using, but Should (HOT) (A)


In this workshop, you will get hands on and learn how to maximize agent productivity through features like Macros, Omni Channel, Quick Actions, Mass Actions, Knowledge and Milestones and Entitlements. You will walk away with examples of different use cases, how they translate into feature sets in Lightning Console, and how you can apply and use these features as soon as you are back at the office.

Salesforce Products: Lighting

Session Prerequisite(s)

Basic understanding of Lightning Setup is preferred, but not required.

What are 3 takeaways?

  • You will learn how to incorporate Omni Channel to reduce cherrypicking, so agents spend more time working a record than trying to find the perfect one!
  • You will learn how to increase agent efficiency and consistency when taking repetitive actions through the use of Macros.
  • You will learn how to empower your agents to take action and answer questions in a timely manner to make your customers happy!

NOTE: Must have ticket to main event


Session Assets

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Ran on: March 21, 2019 Kelly Walker