Service Cloud Console Migration Tips and Best Practices

For those of you still managing cases in the classic Salesforce view and interested in migrating to the Service Console, or thinking about migrating to the Salesforce Service Console from another case management system altogether, I hope you find this post helpful in prepping your team for the move.

Migrating a group on to a completely new interface, like Service Console, that directly affects how they do their work day to day is challenging for even the most prepared and organized service organizations. Through the many Console implementations we’ve done, we’ve developed the below list of tips and best practices to help our Salesforce clients with the change management process:

To start, what is the Salesforce Service Console?

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For those of you reading this that are either new to Salesforce, or are thinking about migrating, the Service Console is a dedicated interface developed by Salesforce to help support agents more effectively manage their case loads. Within a single browser tab, an agent can easily view and take action against all their cases. See screenshot below for example Console view:

What are the best practices and recommendations when moving agents to the Console?

1. Get the entire team involved early – Don’t expect to solution and develop this in a bubble and be successful. Everyone from support managers to agents need to be highly involved throughout the entire process to ensure buy-in and ownership.
2. Force involvement during design – Don’t allow your agents or managers access to their queues during design workshops. Schedule them time away from their case loads to help design the final layout and functionality of the tool. In the end, they’re the ones that are going to have to own the solution.
3. Do more than just iteration reviews – Simply demonstrating the Console throughout the project is not enough. Provide access in a sandbox early and schedule time for end users to play around. That will get them acquainted with the tool and allow for better feedback.
4. Set up a dedicated room for UAT – As you’re getting to close to finishing build, schedule time for your agents and managers to run through real life test cases and ensure the Console not only functions as planned, but is as effective as you designed it to be. You want to ensure that you’re not pushing a tool that makes their jobs more difficult.
5. Build excitement in the team – Run a “Console Campaign” to build excitement and make everyone aware of the key rollout dates and expectations. Maybe provide incentives for individuals who are willing to be most involved.
6. Finally, expect push back – Change management is hard, and you’re not going to please everyone. Especially when moving them on to a completely new interface. Understand early on who the challengers are going to be and ensure they’re involvement throughout the process. That will not only provide you with a better end product, but also hopefully minimize the push back you receive.

Hope that you found this helpful in understanding how best to plan for a Service Cloud Console migration. If you’re interested in learning more about our experience with these migrations or with Service Cloud in general, please get in contact with us.