Agent Console
Salesforce Service Cloud
The Agent Console was originally sold as a box of parts. When I stepped into the role of leading the Service Cloud UX team, my goal was to establish Salesforce as a leader in customer service experience-not just technology. We already had technical leadership; what we needed was a clear, best-practice vision for the user experience.
Our partner implementation consultants would often call me directly, asking for best practice guidance - yet we didn't have a default experience to point to. That disconnect reinforced what I already believed: we needed to deliver a polished, opinionated experience that worked out of the box.
The screens above are from the pitch deck that helped generate momentum around this idea. I used a simple metaphor that resonated: we were shipping a box of bicycle parts, not a bicycle. As someone who rides a bike to work every day, it was stunning to realize we weren't delivering a functional console - just the raw pieces and leaving customers to figure it out.
At the time, the prevailing assumption was that because customers would customize everything, we didn't need to offer a fully realized solution. I believed we could do both: provide a default experience that worked beautifully and support deep customization.
Fortunately, we pulled it off. I secured resources for the initiative, pulled researchers and designers out of their scrum teams, and together we created a best - practice call center agent experience. The project was awarded several UX-specific patents for its innovations.
UX Related Patents:
Agent Console
