How about an idea of having the push notifications in the service console. The idea is to have the notification while working in the Service console.
This idea is useful for creating the call center application where the agents have access to service console only.
The new alert should be notified to the agent without refreshing the screen in the real time. We can take an example of facebook . In case of any change/alert a new notification Is shown to the user in the upper right of the screen. This alerts the current logged in user about the new notification.
Best Answer
Push notifications are the visual indicators which notifies the users for the latest alerts and changes in the system.
Push notifications does not require and refresh in current window/state of the user. The browser polls the system at regular intervals and notifies the user in case of change.
This is useful when the user stay on the current page for long and want to get notified in case of any change from backend systems.
In case of service console provided to call center agents, those are typically the 360 degree view of the customers. Now in case of any alert from the management A visual indicator should be provided on that screen only so that without any refresh of current state/window a call center rep should be aware about latest happening useful to him.
This actually helps the call center agents to satisfy customers in the better way. Say, call center agent while working/ attending a call with the customer is trying to pull the data/info about customer which is again integrated with other systems and meanwhile the service got down. So with notifications available there he will be immediately notified about the same. This will actually helps agent to handle the calls in more better way rather to make the customers wait and then regret for the same. The code for the same will be below
Static resources can be downloaded from here. In folder there is image for the object structure alos. Please create object accordingly .
https://drive.google.com/folderview?id=0B4gJmOMW7SwwUHpLd0s2dzNCWFE&usp=sharing Before proceeding further we need to create the push topic since we are using the streaming api
Execute the following in developer console.
Once this setup is complete
GOto Setup --> Customize --> Custom console components.
Create a new component with the above visual force page.
Now go to setup --> Create ---> Apps
Select the console app and add the custom console component in the footer.
Go to console page.
Open the News and alert object in another browser. Create a record for the same. As soon as u create the record go to original window. the component in the footer will start flashing automatically without any refresh .
Thanks for reading. I am happy to help if someone requires any kind of help