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Create a Salesforce Service Console (Live Agent)

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Create a Salesforce Service Console (Live Agent)

Adding Live Agent to a Salesforce Service Console enables agents and supervisors to chat with customers as well as access other customer service tools all in one place.  Before you are able to add Live Agent to the Salesforce Service Console, you will need to create a Service Console.  The following instructions will walk you through step-by-step how to complete the Service Console creation process.


For addtional help with creating a new Salesforce Service Console, please watch the Setting up a Salesforce Console demo distributed by Salesforce.

Create the Console

1. From the top-right of your Glance for Salesforce instance, click your Username, and then select setup from the drop-down menu.

2. From the upper-left of the Setup menu, locate the Quick find / Search box and enter "Apps".  Locate the "Apps" option under the Create menu.

3. From the Apps page, click New.

4. Select the Console button, then click Next. Optionally, to copy and existing console, click Clone on the console's detail page.  You will need to save a copied console before you can update its cloned-push notifications or keyboard shortcuts.

5. Name your new console in the App Label and App Name fields and then click Next. The label can have a maximum of 40 characters, including spaces.  This label is the app's name in the menu.

6. Optional - Add a Custom Logo.  To add a custom logo to your new Service Console, choose an image from your Salesforce document library by clicking the Insert an Image button and then click Next

clipboardnew.png Note To upload an image into Salesforce from your desktop:
From the Setup menu located at the left-hand panel type Static Resources in the Quick Find box.  Click Static Resources.  From the Static Resources page, click the New button.  Name the file in the field provided, then click Choose File to locate the image file on your desktop, and click Save

7. Select Salesforce Objects to include in the console's navigation tab by clicking on an Object from the Available Items menu and then click Add to move the Object into the Selected Items menu.  After you have selected all the Objects that you want to display in the navigation tab, select the Next button at the bottom right of the page.

clipboardnew.png Note You cannot add the following to the navigation tab: forecasts, ideas, answers, connections, portals, console, activities (tasks and events), the App Launcher, or buttons for customizing your organization.  Tab visibility settings and the overwrite user's personal tab customizations setting don't apply to the navigation tab.

8. Choose how records display when they're selected from outside the primary tabs or subtabs for each navigation tab selection listed: 

Primary tabs Displays the main record.  For example, an account.
Subtabs Displays related records, like cases or contacts in an account.

For example, choose whether Cases will display as a primary tab or as a subtab on parent records when it is selected from list views, search results, or screen pops.  If choosing subtab select from the following list:

Lookup Field (Object)
Contact Name (Contact)
Account Name (Account)
Asset (Asset)
Case Source (Live Chat Transcript)
Parent Case (Case)

9. After you have finalized how the tabs will open (whether as a primary tab or as a subtab to another defined primary tab), click Next:

10. Check the Include Live Agent in this App box and then select Next.  You can also choose various records or pages to open as subtabs of each chat session and/or add suggested articles from Salesforce Knowledge in Live Agent.

11. Choose which user profiles can access this new console by selecting the Visible box option(s).  Check the Default box option(s) to select this console as the default app for the specified profile.  This means that users who are assigned to that profile will see this console when they log in for the first time.

clipboardnew.png Note If an app is set as the default for a profile, then you cannot make it invisible for that profile.  Both the Visible and Default checkboxes will be read-only.


Add Glance to your Salesforce Service Console

Now that you have created a Salesforce Service Console, you are ready to add the Glance for Salesforce application.

1. Click Edit on your new Salesforce Service Console.

The Custom App Edit page will now appear:

2. Scroll down the Custom App Edit page until you locate Choose Console Components. Add Glance to the Selected Items window and click Save at the very bottom of the page.

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