SugarCRM SupportProduct GuidesSugar Versions11.1 Sugar11.1 Sugar ServeSugar Serve 11.1 Application GuideUser InterfaceDashboards and DashletsService Console
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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. The floating actions button also appears on the console dashboard and allows users to perform actions such as create dashboards. For more information on floating actions button, refer to the Dashboards and Dashlets documentation. Please note that 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.
ServiceConsole Overview Cases Tabs

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.
ServiceConsole SugarMenu

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, Service 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

ServiceConsole OverviewTab 

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. 
ServiceConsole 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, apply a filter to the list view, as well as choose which fields to display as columns in the list view and designate the order in which they appear. For more information on how to configure the various settings, 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. The search bar below the Cases tab allows you to easily search for a case record in the list view, and you can use the filter options in the search bar to narrow the list view results further. 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

ServiceConsole CasesCounts

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.

Below the Cases tab, a search bar displays which allows users to easily search by the case's subject or number and pull up matching records in the list view. The search bar also includes a Filter option allowing you to narrow your search further using one of the default filter options. Please note that admin Serve users and the Serve user assigned to the Service Console dashboard have the ability to define a filter for the list view, but you can apply additional filters or create new filters via the Build Filter option of the search bar to narrow the list view results further. For more information on how to apply and create filters, refer to the User Interface documentation. To update the filtered list view with the most recent results, click on the Refresh icon to the right of the search box.
ServiceConsole ConsoleSearch

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

ServiceConsole 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. Fields with an asterisk to the right of the field name (e.g. Status *, Follow Up Date *) are widget-type fields that provide data from one or more fields in the module in a different manner. 

By default, the following information is displayed in the list view for each case in the Service Console:

Note: Serve admins and the Serve user assigned to the Service Console dashboard can configure the Cases tab lists to choose which fields to display as columns in the list view as well as the order in which they appear.

  • 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 subject
  • Business Center: The case's Business Center field
  • Account Name: 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

ServiceConsole CasesInformation

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. By default, the drawer contains three 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 refreshes 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: Admin users with a Sugar Serve license type and a regular Serve user assigned to the "Service Console" and "Case Details" dashboards have the ability to change the layout and the configuration of dashlets. 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 Timeline Dashlet

The top left of the Case Detail drawer contains the Case Timeline dashlet. This dashlet displays the case's related emails, calls, meetings, messages, and notes with the most recent interactions on top. 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 Timeline dashlet documentation.
casetimeline

Case Record Dashlet

On the top right of the Case Detail drawer is a Record View dashlet by default. Out-of-the-box, it is configured to display the case you are currently viewing as well as additional tabs containing its related account, 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 and its account can be edited directly in the dashlet by clicking an individual field or clicking the Edit button on the appropriate tab. Once you are done editing, click the Save button to preserve your changes. If you wish to access the case's full-page record view, simply hover over the case's name in the dashlet and click the arrow icon that appears to navigate to the record. The other related record tabs in the dashlet display lists of records with a relationship to the current case record. For more information, refer to the Record View dashlet documentation.
ServiceConsole CaseRecordDashlet

Knowledge Base Search Dashlet

The Knowledge Base Search dashlet is displayed in the bottom right corner by default to give you quick access to published articles that may help in troubleshooting a customer issue. It includes a search bar that lets you find articles with matching titles or contents. To search, simply enter a keyword and a dropdown will appear containing matching articles. Clicking an article opens it in a new browser tab.

Below the search bar, you can see a tree-based view showing the structure of the knowledge base. Here, you can navigate through the folders to browse articles in specific categories and click articles to open them in a new browser tab. See the Dashboards and Dashlets page for more details on this dashlet.
Dashboards KnowledgeBaseSearch

Purchase History Dashlet

While not available by default, it is worth mentioning that the Purchase History dashlet can be added to the Case Detail Drawer by an administrator or the user assigned to the Service Console dashboard. The dashlet shows a list of all the current account's purchases regardless of the start or end date of the purchase record. The dashlet shows each purchase's name, date range, quantity, and total. For more information, refer to the Purchase History Dashlet section of the Dashboards and Dashlets documentation.

Last modified: 2021-07-19 21:10:20