This article will be helpful in setting up service console and live agent in Salesforce Org of the customer. This process basically consists of 2 parts:

  • Setup Live Agent
  • Create Service Console

Setup Live Agent

The process to setup Live Agent in an Org requires 4 major actions to take place. These are:

  1. Configure Skills
  2. Setup Chat Button and Automated Invitations
  3. Live Agent Configurations
  4. Deployments

1. Configure Skills : We need to configure skills so that agents receive chat requests based on their expertise. Following are the steps to configure skills
    • From Setup, enter Skills in the Quick Find box, then select Skills.
    • Click New.
    • Enter a name for the skill. 
    • For example, you can create a skill that’s called “Accounts” for agents who specialize in questions about customer accounts.
    • In the Assign Users area, select the users whom you want to associate with the skill.
    • In the Assign Profiles area, select the profiles that you want to associate with the skill.
    • Click Save.

2. Setup Chat Button and Automated Invitations : Button needs to configured so that the customers can request to chat with an agent directly from the website. However, before you create chat buttons, you need to- 

  1. Create skills. Each chat button is associated with a particular skill or set of skills so that chats that are initiated from the button are routed to the appropriate agents.
  2. Create a site and static resources to use custom images for the online and offline versions of your button. If you don’t have a site, you can specify online and offline button images or text by modifying the code that’s generated when you create a button.

If you have already configured these prerequisites, you can setup the buttons by following these steps:

From Setup, enter Chat Buttons in the Quick Find box, then select Chat Buttons & Invitations.

    • Click New.
    • Select Chat Button from the Type field.
    • Choose the remaining settings for your chat button.
    • Click Save.
    • Copy the button code, and then paste it on each Web page where you’ve deployed Live Agent. Make sure that you paste the code in the area on the page where you want the button to appear.

3. Live Agent Configurations : This configuration helps in controlling the Live Agent functionality in console. You can create multiple configurations that define Live Agent’s functionality for multiple types of users. You can configure the settings with the following steps:
    • To get started with creating a configuration, in Setup, enter Live Agent Configurations in the Quick Find box, then select Live Agent Configurations.
    • Click New.
    • Choose the settings for your Live Agent configuration.
    • Click Save.

4. Deployments : Deployment is configured to implement Live Agent on company's website. You can complete the live agent setup with customizing deployment in the customers Org with the following steps:
  • From Setup, enter Deployments in the Quick Find box, then select Deployments.
  • Click New.
  • Choose the settings for your deployment.
  • Click Save. 
  • Salesforce generates the deployment code.
  • Copy the deployment code, and then paste it on each Web page where you want to deploy Live Agent. For best performance, paste the code immediately before the closing body tag (that is, </body>)

Create Service Console

In order to create console, the Service Cloud User feature license needs to be assigned to the user. Once this license is assigned to the user, following are the steps to setup console:

  1.  Click on Setup | Create | Apps.
  2. Click on the New button to create an app.
  3. Select Console as the option to create the new app.
  4. Enter the Label and API name for the console app and click on Next.
  5. Insert the Image if you would like to see a different logo apart from that of Salesforce on your app top left corner and click on Next.
  6. Select and Add the tabs that you would like to be added to the console.
  7. Click on Next and Select for each tab if you would like to open it as a Primary tab or Sub Tab of another tab.
  8. Click on Next and check the checkbox to Include Live Agent in the Console.
  9. Select the profiles to which Console should be Visible or set to Default.
  10. Click on Save.