What is the Salesforce Service Console? | Definition from TechTarget
Summary
These apps are tab-based workspaces that enable employees in fast-paced work environments to easily find, access and manage multiple records on a single screen. It also enables agents to create and manage customer cases from multiple digital channels, including email, voice, chatbots and SMS messaging. The Salesforce Service Console is based on automatic workflow rules that determine how agents can take and act on incoming customer requests. Agents can access the console through the Salesforce mobile app to view data in real time, sign on to virtual meetings and keep interacting with customers from any internet-connected device. • Automatic omnichannel case routing to agents depending on their skills, experience, current caseload and access to specific channels.