Configuration (v3.0)

Create & Configure the Service Cloud Console application

User Permissions Needed: "Manage Users", "Customize Application", "Service Cloud User", "Knowledge User"

ERC Tabs Visibility Settings

1. Click Your Name > Setup > Manage Users > Profiles
2. Select a profile – this tab is not for end users, but for ERC administrators
3. Click Edit and choose ‘Default On’ for ‘ERC Setting’ tab under Tab Setting > Custom Tab Setting

ERC User flag

1. Click Your Name > Setup > Manage Users > Users
2. Click Edit next to the user’s name 3.Check Email Response Console User checkbox for enabling ERC User feature to the user & click Save.
3. If Email Response Console User checkbox is not available on user detail page –
   • Click Your Name > Setup > Customize > Users > Page Layouts.
   • Add Email Response Console User checkbox in existing layout and click Save.

ERC application creation

1. Click Your Name > Setup > Create > Apps
2. Select Type - Choose Service Cloud console option
3. Enter the Details - Enter App Label (e.g. ERC), App Name will be auto-populated based on the App Label, enter Description as required
4. Choose Navigation Tab Items - Make sure to choose Cases & ERC Setting tab
5. Choose How Records Display - Make sure to choose As a primary tab option for Case & ERC Setting
6. Assign to Profiles - Make sure to define visibility option for the required Profiles.

Configuring ERC App

1. Click Your Name > Setup > Customize > Cases > Buttons and Links
2. Click Edit next to List & override it by selecting VisualForce Page and then HVEMMainPage in the drop-down list - Click Save.
3. Click Edit next to View & override it by selecting VisualForce Page and then HVEMEmailEditorPublisherPage in the drop-down list - Click Save.
4. Creating Custom Edit button :-
   • Click New button in the section Custom Buttons and Links.
   • Give Label as Edit.
   • Select Detail Page Button in Display Type.
   • Select Display in existing window without sidebar or header in Behavior option.
   • Use any of following URL in Link URL field depending up on if you have installed a Managed or an Unmanaged Package
     • Unmanaged Package: /{!Case.Id}/e?retURL=/apex/HVEMCaseConversationPage?id={!Case.Id}&saveURL=/apex/HVEMCaseConversationPage?id={!Case.Id}
     • Managed Package: /{!Case.Id}/e?retURL=/apex/HVEM_____HVEMCaseConversationPage?id={!Case.Id}&saveURL=/apex/HVEM_____HVEMCaseConversationPage?id={!Case.Id}
   • Click Save.
5. Click Your Name > Setup > Customize > Cases > Page Layouts
6. Click Edit next to the Page Layout which is assigned to ERC App user profile
7. Click on Buttons
   • Remove all Standard buttons.
8. In the Layout Editor
   • click Layout Properties
   • uncheck Knowledge Sidebar, Highlights Panel and Interaction Log check boxes
   • click Ok button
   • Click Quick Save.
9. In the Layout Editor
   • click Custom Console Component
   • For Right Sidebar, choose HVEMKnowledgeArticlePage using the VisualForce page lookup & enter required width(in pixels e.g. 300)
   • For Left Sidebar, choose HVEMCaseListLeftSidebarPage using the VisualForce page lookup & enter required width (in pixels e.g. 200).
   • For Bottom Sidebar (in the subtab section), choose HVEMCaseConversationPage using the VisualForce page lookup & enter required width (in pixels e.g. 160).
   • Click Save.

Configuring ERC settings

1. Choose the ERC App from Force.com App menu
2. Choose ERC Settings tab available from the ERC Service Cloud Console App
3. Email Publisher Options
   • Use ERC custom e-mail publisher – If selected, will provide custom email composer. Note: some options described below won't be available if selected.
   • Use Case Feed e-mail publisher (experimental) - If selected, will provide standard Salesforce case feed email composer.
   • Template Folder – Default default email communication template folder
   • Default Template – Default email communication template
   • Auto Populate the "TO" Field From the Case Contact – Whether to auto populate To field in Email Composer from the Case Contact field on Case
   • Enable Draft Emails – Whether Save draft and Discard draft links should be shown on Email composer and Drafts check box in Case list view.
   • Allow changing case status without sending an email – To change the case status without sending email.
   • Enable Approval process – To enable process Approval process while sending Email to Case contact.

Note: You need to ensure that at least one approval process is created for the entity Draft Email Message and configured in a way that it will accept any new record. * Case’s status when sent for Approval * Search Groups based on search criteria * Available contains search result of groups * Selected contains selected groups. User under selected group will able to send Email to Case Contact directly without approval.

Note: Maximum 30 Public Groups can be selected.

• Add Email Routing Address – Add / Remove Email Routing Addresses.
• Case Attribute to Routing Email Mapping - For mapping, case attributes to Email Routing Addresses

4. Article Links Options
   • Article Links Base URL – Base URL for the links to articles inserted in the email. Ex: the base URL for the Public Knowledge Base.
   • Insert Knowledge article content instead of a link to the article - Whether to insert Article contents or Article link in email body.
5. Suggested Article Component Options
   • Data Category Group Filter – Up to 3 data category groups which can be used for article filtering in Knowledge Component. Enter comma separated active Data Category Group internal name in Left side text box.
   • Article Types Filter – Up to 4 article types which can be used for article filtering in Knowledge Component.
   • Select Language – Select required languages for article filtering in Knowledge Component.
   • Case Attributes to Filter Mapping – For mapping case attributes to data category filter.
   • Article query conditions - To restrict the search of articles available in different Channels>