Set up Salesforce keyboard shortcuts

Prerequisite: To create custom keyboard shortcuts, follow the Salesforce instructions. See Customize Keyboard Shortcuts for a Salesforce Console.

For each keyboard shortcut you create, assign any values that make sense for your organization for the Console Action, Key Command, and Description fields.

Tip: When assigning Key Commands, avoid those commands already used in Salesforce for default keyboard shortcuts.

Assign the Console Event Name that corresponds to the appropriate keyboard shortcut. The string must match exactly what this table lists.

Action	Console Event Name
Opens or closes the softphone window.	inin.salesforce.constants.consoleevent.togglectidisplay
Picks up any non-connected interaction. Salesforce ignores this shortcut for more than one non-connected interaction.	inin.salesforce.constants.consoleevent.pickup
Places an interaction on or off hold. Salesforce ignores this shortcut for more than one interaction.	inin.salesforce.constants.consoleevent.togglehold
Mutes or unmutes an interaction. Salesforce ignores this shortcut for more than one interaction.	inin.salesforce.constants.consoleevent.togglemute
Disconnects any connected interaction. Salesforce ignores this shortcut for more than one interaction.inin.salesforce.constants.consoleevent.disconnectSets agent status to Available.	inin.salesforce.constants.consoleevent.setavailable
Opens the softphone and navigates to the dial pad.	inin.salesforce.constants.consoleevent.opendialpad
Opens the softphone and navigates to the call log.	inin.salesforce.constants.consoleevent.opencalllog
Opens the softphone and navigates to the interaction view.	inin.salesforce.constants.consoleevent.openinteractionlist

Click Save.

When finished, your custom keyboard shortcuts look similar to the screenshot, where the Console Event Names match exactly what is in the previous table.