Activation is a few clicks in the App Manager. The harder part is designing the right field set and validation rules for the org''s contact-center workflow.
- Open the Service Console app in App Manager
Setup, App Manager, find the Service Console app, click Edit.
- Add the Interaction Log to the page
Edit the app''s Lightning page, drag the Interaction Log component into a region (usually the right sidebar).
- Configure the field set
Edit the Interaction Log fields in the Lightning App Builder. Add Disposition, Sentiment, or other custom fields specific to the org''s contact-center workflow.
- Add validation rules
Create Validation Rules on Task requiring the disposition or other key fields before save. This enforces consistent data capture.
- Set agent hotkey
Verify the Interaction Log has a keyboard shortcut configured. Agents save seconds per call by using the hotkey to open the panel.
- Train and roll out
Walk the contact-center team through the new panel. Document the field meanings; especially clarify disposition definitions to keep reporting consistent.
- Disposition codes only deliver value if defined consistently. Vague codes (Other, Resolved) collapse reporting; specific codes (Refund Issued, Escalated to Tier 2) drive insight.
- Service Cloud Voice pre-fills the log from live transcription, but the agent still needs to review. Skipping review leaves transcription artifacts in the official record.
- The Interaction Log creates Tasks on the related record. High call volume means high Task volume; plan reporting and archival to manage growth.
- Required fields on Task that are not shown on the Interaction Log panel cause save failures. Confirm the panel includes every required field.