Salesforce Agent Console


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I was the lead designer on the Publisher and Case Feed for the next-generation Salesforce Service Cloud Agent Console. This was a very large holistic re-design effort on a product that had been using a nearly 10 year-old legacy design system and visual language. The goal of this project was to increase efficiency of support agents using the product by focusing on creating a faster and smarter workflow.  


The case feed is the key component of the Agent Console, which facilitates an Agent's core workflow. The previous case feed was not optimized for high-volume consumption of data, and did not have a mechanism to quickly sort through posts within an Agent to Customer conversation view. Our goal with the redesigned feed was to increase information density and provide Agents with greater control over how they interacted with their customers. We increased the information density on the feed by eliminating several unnecessary elements that were a result of legacy design decisions, and used progressive disclosure to tuck away secondary actions. To help with readability, we created controls that allow Agents to expand and collapse feed items as well as created rules around defaulting to collapse states in order to reduce the amount of friction within an Agents workflow. 


The Case Feed Publisher is where an Agent conducts the majority of their work, which is used to respond to customer support cases. The redesigned publisher aimed to be smarter than it's predecessor, with smart default states. Similar to the feed, we designed collapsed and expanded states for the publisher – defaulting to collapsed when support cases have several unread messages, in order to prioritize content consumption before creating a response, and expanding when ample screen real estate is available or there are no unread messages. Support Agents have several tools at their disposal, but the majority use case was publishing email responses, so we user tested several options before landing on a design that used progressive disclosure of more powerful features to strike a balance of features that were crucial to the majority of tasks.


Part of the problem we were solving for was to optimize how content appeared in context of the feed. I did several UI explorations on how to display content inline within the feed, as well as explored interaction concepts for viewing full attachments. The previous interaction model in the existing product had all attachments displayed in a separate browser tab. In the re-design we wanted to address a pain point many of our users had with managing browser tabs, through an overlay design that allowed Agents to quickly view attachments without leaving the support case conversation. 


We needed to help Agents quickly identify the various feed item types within a case feed, so I developed this visual system for feed items. It was very important to create this system to help Agents quickly identify each feed type to speed up their workflow.  



2014 - 2014

Product Strategy, UI/UX, Prototyping