Salesforce4U

Call center agents often face the challenge of efficiently capturing information while on a call, especially when they need to quickly create a case for a customer. To streamline this process, I developed a Lightning Web Component (LWC) that is launched as a utility action within the Salesforce Service Console. This solution enables agents to efficiently handle customer inquiries without losing context or valuable time. Use Case In a typical scenario: Dual-Monitor Setup: Call center agents often use two monitors—one for the primary console application and another for utility tools. Customer Interaction: While on a call, an agent may need to search for a customer's contact record using personally identifiable information (PII) like Social Security Number (SSN), Date of Birth (DOB), or Name. System Performance Delays: Contact records may take time to load due to backend processes or system latency. In the meantime, the agent still needs a place to capture customer details and ca...

Imagine you have a datatable displaying a list of Contact records , and one of the columns shows the Account Name . The Account Name is a hyperlink that allows users to navigate to the Account record page. But what if users want to take a quick glance at some key Account fields —like Phone or Address—without navigating to the Account record? In Salesforce Classic, this was achieved using the Mini Page Layout feature from standard page. However, in Lightning Experience, we can implement a similar feature by adding a tooltip to the data table. Solution Overview: We’ll create a Lightning Web Component (LWC) that: Displays a data table with a clickable Account Name . Provides a tooltip that shows the Account's Phone and Address fields when users hover over the Account Name. Implementation Steps: 1. Data Preparation We need to retrieve the following fields for each Contact and its associated Account: Contact Fields : Name, Phone, Email Account Fields : Name, Phone, Billing Addre...