In a recent discussion, we delved into case page layout optimization for support teams working in the Salesforce Service Console. The key takeaway? Simplicity and efficiency reign supreme. Here are 5 easy steps to take to build an effective case page layout for support agents:
1. Understand the Importance of a Clean Case Page Layout
You know what they say: A cluttered desk is a cluttered mind. A clean and organized page layout enhances the support experience for both agents and customers.
By prioritizing essential information and minimizing distractions, support teams can improve their responsiveness and provide better customer service.
2. Start Simple, Build Up
Many organizations fall into the trap of cluttered pages with redundant information. This creates confusion and hinders efficiency. For example, having case details in multiple locations only slows down the support process.
Start from a place that is very simple and build up from there. This approach allows you to gather precisely the information you need, avoiding the overwhelm of excessive data. When everything on the page is shouting at you, you don't know which one to go to. Prioritize urgent information, such as customer responsiveness, and minimize distractions.
3. Collaborate With Support
The most efficient case page layouts are born from collaboration. Support teams and support managers should work closely with Salesforce administrators to define their needs. We suggest having an admin shadow a support agent to get an idea of workflow, and the types of information agents need to access throughout the case management process.
It all starts with good communication between the admins and the support team. Open communication ensures that the case page layout aligns with the support team's workflow and optimizes their efficiency.
4. Use Lightning App Builder for Easy Page Layout Editing
Adding or modifying fields on a page layout is surprisingly simple, thanks to the Lightning App Builder. By accessing the "Edit Page" option through the gear icon, administrators can easily drag and drop fields onto the case page layout.
Once an admin develops a clear "punch list" of required fields, they can make quick and efficient updates to the case page layout.
5. Consider Conditional Visibility
A powerful tool often underutilized is conditional visibility. This feature allows you to hide or show fields based on specific criteria, such as case type, user role, or profile.
For instance, displaying a case field with the customer's address for confirmation is essential if a case is related to shipping. However, for a general inquiry, this information is unnecessary. It's not cluttering your workspace, but it's there if you need it. Conditional visibility keeps the page clean while providing access to relevant information when required.
Optimizing your support page layout is a straightforward process that yields significant benefits. By embracing simplicity, leveraging conditional visibility, and fostering collaboration, you can create a workspace that empowers your support team to excel.
Check out this video to see visuals of effective case page layouts.
