SugarCRM SupportProduct GuidesSugar Versions10.010.0 ServeSugar Serve 10.0 Application GuideUser InterfaceDashboards and DashletsService Console

Service Console

Overview

Users with a Sugar Serve license type have access to Service Console, a Home page dashboard that provides a powerful work environment for customer service agents by incorporating SLAs and region-specific business hours, insightful dashlets, and a cohesive case research and action experience. Its functionality is broken into two tabs. The Overview tab comes pre-built with nine dashlets focused on assisting customer service users track and complete their work. The second tab, named "Cases", presents a prioritized list of the current user's open cases. Clicking a case's row opens a Case Detail drawer which displays a wealth of information and provides the tools needed to work the case to completion. Admin Serve users and the Serve user assigned to the Service Console dashboard have the ability to configure the various parts of the console. For more information on how to configure the console, refer to the Console Management documentation.
SC Full Intro

Out-of-the-box, Service Console is a shared, default Home page dashboard and can be accessed by clicking the Cube icon's down arrow and selecting "Service Console" from the menu.
SC HomeAccess

Prerequisites

Sugar Serve Initialization

Service Console makes heavy use of the Case module's Follow Up Date field which is set according to your organization's SLAs and business hours by the Sugar Serve SugarBPM template. Several related records must be set up, and an admin must configure the SugarBPM template in order for follow-up dates to be calculated correctly. For detailed instructions, refer to the Getting Started With SugarBPM for Sugar Serve and Stock SugarBPM - Case Follow-Up Date Management articles.

Console Access

Although Service Console shares some behaviors with standard shared dashboards, it is also specialized and, therefore, has some key differences:

  • Visibility : Service Console follows the visibility and availability rules of other shared dashboards with the additional requirement that users must have a Sugar Serve license type. By default, Serve Console is shared with the Global team and set as a default dashboard, meaning it will appear in the home dashboards list for all users who are members of the Global team and have a Sugar Serve license type. An admin user may need to alter its Team field to push Service Console to additional users.

Overview Tab

Service Console's overview tab contains, by default, nine dashlets that aim to assist customer service professionals to track and organize their work. Admin Serve users and the Serve user assigned to the Service Console dashboard are able to edit the tab just like a standard dashboard to add, remove, or modify its dashlets. For more information on configuring the Overview tab, refer to the Console Management documentation. The following dashlets appear by default:

  • My Open Cases by Followup Date
  • Planned Activities
  • Active Tasks
  • My Open Cases by Status
  • My Recently Viewed Cases
  • My Cases in the Last Week by Status
  • Open Cases by User by Status
  • My Cases Resolved This Month by Week
  • Status of Open Tasks Assigned by Me

SC Overview

Cases Tab

Service Console's Cases tab contains a prioritized list view of the current users' open cases which can be clicked to reveal a Case Detail drawer where the case can be worked to completion. Its features and functionality are described in the following sections. 
SC CasesTab

Prioritized List View

The Cases tab of the Service Console displays a prioritized list of open cases assigned to the current user. By default, this list is ordered by the cases' follow-up dates, a value set according to your organization's SLAs and business hours by the Sugar Serve SugarBPM template, which requires admin configuration prior to use. Admin Serve users and the Serve user assigned to the Service Console dashboard have the ability to change the default sort order as well as apply a filter to the list view. For more information, refer to the Console Management documentation. The Cases tab itself includes counts of cases grouped according to how soon their follow-up dates are due. Actions you can take for each case are available in a dropdown menu to the left of each row. Each row of the prioritized list contains detailed case information and can be clicked to open a Case Detail drawer in order to further investigate and work each case to resolution. The list view automatically refreshes every five minutes to keep its counts, statuses, and follow-up date information current.

Note: The case counts and list of cases include any case, assigned to the current user, which is not in a status of "Closed", "Duplicate", or "Rejected". If you have added other statuses to the dropdown values of the Case module's Status field, the counts and list will include cases in those custom statuses.

Case Counts

The Cases tab includes counts of all open cases which are assigned to the current user. The counts are broken into three groups according to follow-up date and colored red, yellow, or white based on how much time you have until they are due:

  • Red : The number of cases assigned to the user with a follow-up date that has already passed
  • Yellow : The number of cases assigned to the user with a follow-up date in the next 24 calendar hours
  • White : The number of cases assigned to the user with a follow-up date more than 24 calendar hours in the future

CS CaseCounts

Note: The Follow Up Date field is set according to your organization's SLAs and business hours by the Sugar Serve SugarBPM template which requires admin configuration prior to use.

Note: The yellow and white counts use 24 calendar hours and do not take into account business hours. This means that cases due within the next work day may not appear in the yellow box. For example, when a business center is closed over the weekend, on Friday afternoon, a case due Monday morning will be counted in the white box rather than the yellow box even though it is due within the next business day.

Row Actions

To the left of each row is a dropdown menu of actions you can take on the row's case. Click the down arrow to access the following options:

  • Edit in New Tab : Opens a new tab with the case's record view in edit mode
  • Copy Record URL : Copies the URL of the case to your clipboard
  • Open in New Tab : Opens a new tab with the case's record view

CS RowActions

Case Information

The Cases tab lists cases which are assigned to the current user are listed in order of their follow-up dates. Clicking anywhere within a case's row opens the Case Detail drawer within the Service Console. The following information is displayed in each case's row:

  • Number : The case's Number field
  • Priority : The case's Priority field
  • Status : The case's Status field, stacked beneath its priority and color-coded as follows:
    • Green : New
    • Blue : Assigned
    • Purple : Pending Input
    Note: If an admin has modified the Status field's dropdown list to remove the stock New, Assigned, and Pending Input options, these colors can be utilized by creating custom options using those exact words as the Item Name value. Any custom statuses with other Item Name values will be colored blue. 
  • Time until follow Up : The amount of calendar time until or since the follow-up date and color-coded as described below, stacked on top of the case's Follow Up Date field
    • Red : A follow-up date that has already passed
    • Yellow : A follow-up date in the next 24 calendar hours
    • White : A follow-up date more than 24 calendar hours in the future
    Note: The yellow and white colors use 24 calendar hours and do not take into account business hours. This means that cases due within the next work day may not be marked yellow. For example, when a business center is closed over the weekend, on Friday afternoon, a case due Monday morning will be marked white rather than yellow even though it is due within the next business day.
  • Follow Up Date : The case's Follow Up Date field, stacked beneath the amount of time until or since the follow-up date
    Note: The Follow Up Date field is set according to your organization's SLAs and business hours by the Sugar Serve SugarBPM template which requires admin configuration prior to use. 
  • Subject : The case's Subject field, stacked on top of its description
  • Description : The case's Description field, stacked beneath its description
  • Business Center : The case's Business Center field
  • Account : The case's related account's name, stacked on top of the account's service level
  • Account's Service Level : The case's account's service level, stacked beneath the account's name
  • Assigned To : The user assigned to the case

SC CasesPrioritizedListBoxed

Note: While the case counts within the Cases tab will include all cases related to the current user, the cases list can display a maximum of 100 rows.

Case Detail Drawer

Clicking a case's row in the Service Console opens a drawer that serves as a single location to gather information about the case and its related records, review past interactions and progress, communicate with the customer, and process the case to its completion. The drawer contains four dashlets geared towards helping with these actions which are described in the following sections. You can quickly switch which case's details are displayed by clicking a different row from the list still displayed in the background. To close the drawer, click the X icon at the top left of the drawer or press your Escape key. While the prioritized list view refreshed automatically every five minutes, the Case Detail drawer does not. Switch between cases or close and reopen the drawer to see refreshed information.
ServiceConsole CaseDetailDrawer

Note: While the dashlets cannot be removed or added to, admin users with a Sugar Serve license type or a regular Serve user assigned to the dashboard have the ability to change their configurations. For more information about editing dashlets, refer to the Dashlets and Dashboards documentation or the documentation for each of these specific dashlets linked in the sections below.

Case Record Dashlet

On the top left of the Case Detail drawer is a Record View dashlet. Out-of-the-box, it is configured to display the case you are currently viewing as well as additional tabs containing its related tasks, contacts, and documents. The dashlet, as a whole, provides a concise replacement for the case's full record view by displaying not only the case's fields but also making the case's most important subpanel contents available via additional tabs. The case record can be edited directly in the dashlet by clicking an individual field or clicking the Edit button. Once you are done editing, click the Save button to preserve your changes. The related record tabs display lists of records with a relationship to the current case record. For more information, refer to the Record View dashlet documentation.
CS DrawerCasesDashlet2

Comment Log Dashlet

The top right of the Case Detail drawer contains the Comment Log dashlet. This dashlet displays the case's Comment Log field's entries with the most recent entry on top. You can also quickly create new entries by typing in the open text box then clicking the "Add" button. For more information about comment logs including mentioning records and users, refer to the User Interface documentation.
CS DrawerCommentLogDashlet

On the bottom left of the Case Detail drawer is another Record View dashlet, similar to the top left. Out-of-the-box, this dashlet displays the account related to the current case, providing additional customer information and the ability to edit the related account without having to navigate from the case. For more information, refer to the Record View dashlet documentation.
SC DrawerAccountDashlet

Case Interactions Dashlet

The bottom right of the Case Detail drawer contains the Case Interactions dashlet. This dashlet displays the case's related emails, calls, meetings, and notes with the most recent interactions on top. Each row in the dashlet can be expanded by clicking anywhere within an interaction's row or clicking the down arrow to the right of the row, which will display a preview of the record. To collapse the row, simply click on the interaction's row again or click the up arrow. When previewing emails, any email attachments can be downloaded by clicking the attachment's name. You can also quickly create new interactions by clicking the Plus icon in the dashlet header and selecting the type of record you wish to create. Doing so will open a quick-create drawer and automatically select the current case in the new record's Related To field. For more information, refer to the Interactions dashlet documentation.
ServiceConsole CaseInteractionsDashlet

Last modified: 2020-03-03 21:06:05