Console Management

Sugar Serve's Service Console and the Renewals Console are Home page dashboards that provide a powerful work environment for service and sales agents. The Service Console can be managed and configured by system admin users with a Serve license type. The Renewals Console can be managed and configured by system admin users with a Sell or Enterprise license type. In addition, a regular user who is assigned to the dashboard has the ability to administer and configure the consoles. For more information on how to configure the various parts of the consoles, refer to the Configuring the Consoles section below. 

If you wish to restore the Service Console dashboard's layout back to the default out-of-the-box layout, simply click the floating actions button and select the Restore Default Dashboard option. The console dashboard layout will be updated to the out-of-the-box layout for all users who access the console.

The Console Settings window allows you to set the default sort order, enable or disable column freezing, and define a filter for the Cases tab list in the Service Console. To set a default sort order for a field column in the list view, simply select a primary and optional secondary-level sort order for the list's display in the Default Sort Order section. You can also designate the specific field column to be sorted in descending or ascending order by toggling between the Sort Descending or Sort Ascending button to the right of the dropdown list. Please note that the Sort Descending and Sort Ascending buttons will appear for the Secondary Sort Order once you select a field. The available fields to select in the Primary and Secondary Sort Order dropdown lists are determined by the Columns list on the right-hand side. As fields are added to or removed from the Columns list, the available fields in the sort order dropdown lists will update in real-time. For example, if the selected field (e.g., Priority) in the Primary Sort Order field is removed from the Columns list, then that field will also be removed from both sort order dropdown lists, and the secondary sort order value (e.g., Follow Up Date), if selected, will automatically move up to the Primary Sort Order field. Please note that certain field types such as ID, relate (e.g., Assigned to), and widget-type fields (e.g., Status *, Follow Up Date *) will not appear as available options in the sort order dropdown lists as they are not sortable.

The Freeze First Column setting, if enabled, automatically freezes the first column of the module tab list view for users so that it is always visible even when scrolling horizontally. Note that an admin can disable this feature for the whole Sugar instance. See the User Interface page for details on column freezing and the System page for details on the system-wide admin setting.

The Filter section allows you to filter the list view based on pre-defined filters (e.g., My Items) as well as custom filters. Simply use the plus and minus buttons to add or remove filter criteria like you would for a standard list view filter. For more information on creating filters, refer to the Search documentation. Please note that administrators can configure the Search layout in Admin > Studio to control which fields are available as filters for the Cases tab list view. For more information on editing the Search layout, refer to the Studio documentation. 

In addition to setting a default sort order and defining a filter for the list view, you can also designate which fields to display as columns in the module tab's list view as well as the left-to-right order of the field columns. Simply use the "Columns" and "Available Fields" lists on the right-hand side to configure the list view layout per your business needs. Fields with an asterisk (e.g., Status *) are widget-type fields that provide data based on one or more fields in a special format. See the Widgets section for a list of widget-type fields available in the Service Console.

Use the following steps to configure the Cases tab's list view for the Service Console:

1. To add a field to the list view layout, drag and drop the desired stock/custom fields (e.g., Date Created) from the Available Fields list to the Columns list.
   Note: The Preview table below the Filter field will automatically update in real-time to reflect your current field selections and the designated order of the field columns configured in the Columns list.
   
2. To display multiple field values in a single column, click the "Multi-Field Column" option below the Columns list. A multi-row box will then appear in the Columns list where you can drag and drop two fields from either the "Available Fields" or "Columns" lists that you wish to display in the same column.
   Note: The column will display the field values in two rows, and you can drag and drop the fields within the multi-field box to designate which field value will appear on top.
   
3. To remove a field from the layout, simply hover your mouse over the particular field pill or multi-row box in the Columns list then click the "x" to the right of the name. The field(s) will then reappear in the Available Fields list.
   
4. To change the left-to-right order of the fields displayed on the list view, drag and drop the fields up or down within the Columns list.
5. Click "Save" to preserve and update the Cases tab's list view for all users who access the console.

Several widgets are available in the Service Console to display data from existing fields in a different format. These fields are marked with an asterisk (*) in the Columns and Available Fields lists. The following widgets are available in the Cases tab of the Service Console:

• Follow Up Date *: Displays the value of the Follow Up Date field in terms of the amount of time until or since the follow-up date (e.g., in 3 days)
• Status *: Displays the value of the Status field in a color-coded badge

The module tab drawers can be accessed by clicking on a module tab (e.g., Cases) in the console (e.g., Service Console) then clicking the desired record's row in the list view. This opens a drawer within the console that aggregates key information about the record, its related records, past/upcoming interactions (e.g., emails, calls, meetings), etc. The drawer contains four dashlets that can be rearranged and configured by system admin users as well as the regular user assigned to the dashboard. To access and configure the dashlets in the module tab drawers (e.g., Case Detail drawer), you will need to have at least one record assigned to you.

To change the position of dashlets in the module tab drawer, simply drag and drop the dashlet in the desired location on the layout to swap the position of two dashlets. To resize dashlets, drag the double-ended arrow at the bottom right corner. You can also configure the dashlets in the dashboard by clicking the Gear icon at the top right of the dashlet and selecting "Edit", which will display configuration options specific to the dashlet. To retrieve updated information in the dashlet, you can select the Refresh option in the dashlet gear menu, which will manually refresh the dashlet. Select "Remove" in the dashlet gear menu to delete the dashlet from the module tab drawer.

To add dashlets to the module tab drawer, click the floating actions button in the drawer then select "Add Dashlet". Click the title (e.g., List View) corresponding to the desired dashlet in the Add Dashlet page then configure the dashlet as desired. For more information on rearranging, editing, adding, and deleting dashlets, refer to the Dashboards and Dashlets documentation. Please note that any changes made to the layout and dashlet settings will be updated for all users who access the console.

Note: Record view dashlets such as the Case Record Dashlet and Account Record Dashlet can be edited via Studio > {Module Name} > Layouts > Record View Dashlet. For more information, refer to the Dashboards and Dashlets and Studio documentation.