The May 2014 release of Oracle Service Cloud introduced the Enhanced Service Console (an enhanced UI for the Dynamic Agent Desktop). This enhanced console is faster and more user-friendly, allowing users to undock tabs and move tools windows. It also introduced a new navigation pane on the right-hand side of the content pane, as well as a new concept of sub-tabs.
Despite it has been around for almost 12 months, the Enhanced Service Console has not been adopted by many companies/users yet. I don’t think this is because it is not that good, because it actually is. My guess is that this is due to: a) many companies haven’t upgraded their Oracle Service Cloud platforms to the latest releases; b) those who did, are afraid of the change and customer adoption.
I was also sceptical when it came into play. But now I’m fully convinced of its advantages and benefits. Mainly the undock and sub-tab features. Truth is the new Enhanced Service Console is much more flexible and easy-to-use. And I recommend all admins to try, and roll it out to their users.
If you have a release of Oracle Service Cloud that is previous to Nov 2014 – when the Enhanced Service Console started being provisioned by default – I’m sure some of you will have the same difficulty I had, when trying to enable it. Therefore I will leave you the hint.
The setting to enable the Enhanced Service Console is in the Profile, and needs to be set for all profiles that will use the new console.
1. Go to Configurations > Staff Management > Profiles
2. Select and open the Profile
3. Make sure you are in the “Interfaces” area
4. Click the “Other” tab
5. Set the “Enhanced Console” check box
6. Click “Save and Close”, in the ribbon
7. Logout and log back in again to see the new UI