CORDELIA: Hey there, I'm Cordelia and
I'm an accessibility engineer at Salesforce.
Equality is one of our company's core values.
What I love about my job is that I can tangibly thread equality into
our products by enabling our teams to build features that everyone
across the spectrum of abilities can use.
We know there's always room for improvement.
But we're committed to providing accessible products for all individuals.
Salesforce uses the W3C's Web Content Accessibility Guidelines, the industry
standard, as our guide for building universally accessible functionality.
Did you know that the unemployment rate for people with disabilities is more than
double that of the non-disabled population?
By creating an accessible platform, we hope to open up more opportunities for
people with disabilities to succeed in their careers.
At Salesforce, I primarily focus on the accessibility of Service Cloud products.
I'm excited about the role these products can play in empowering people with
disabilities to succeed in customer service careers, and
enabling self-service for end users.
Our philosophy in Service Cloud is that accessibility isn't a special feature.
Instead, we strive to embed it in every feature so no user is left behind.
To demonstrate this my colleague Adam will walk us through an example of a typical
agent experience using Service Cloud with a screen-reader.
ADAM: Thanks Cordelia,
today we're going to look at a demo of Service Console using a screen-reader.
And more specifically,
we're going to look at a screen reader interacting with live chat so
that a customer support representative can communicate with their customer.
Screen readers are used by people who are unable to read text on screen, and
most often by those who are blind and visually impaired.
A screen reader is a piece of assistive technology which
takes that on-screen text and outputs it to a synthetic voice.
And in some instances a braille display.
Screen readers also virtualize a web page so
that the a user can navigate using more than just their tab key.
Users are able to jump to specific types of content such as headings,
buttons, check boxes, and even input fields.
Salesforce further assists the user by creating specific keyboard shortcuts so
that users can jump to key areas of the screen such as workspace tabs in
all Lightning Console applications.
As I work through the demo,
I will call out the different types of navigation that I am using.
[SOUND] Adam Rodenbeck: Today I am using NVDA from
NV Access.
But the features that make NVDA work should also work for
all other screen readers, including Voiceover built into Mac OS.
SCREEN READER: Menu button, sub menu, show actions for this object.
Adam Rodenbeck: For the purposes of the demo, I have slowed down the rate
of speech to a level I hope everyone is able to understand.
SCREEN READER: Heading level three, button open, WP0300 preview.
Adam Rodenbeck: Many screenreader users prefer to increase the rate of speech,
however, so they can take in as much information as quickly as possible.
SCREEN READER: Contact Details link heading level.
Product orders for
parent contact to linked list with two items WP0300 link heading level.
ADAM: We have also added visual highlighting so
that you can follow the screenreader's position visually.
[MUSIC]
ADAM: First I'm going to use Screenreader navigation to find
the Accept Chat button.
SCREEN READER: List with one items, Accept Chat transcript 000.
The chat visitor is typing.
I just broke my glasses in a campfire accident.
Can you help me get a replacement?
ADAM: Then I'll look for the Edit field.
SCREEN READER: Type a message, edit multi-line.
[SOUND] Sure thing, let me check on that for you.
ADAM: Now I'm again going to use screenreader navigation to move down to
the heading for product orders.
SCREEN READER: Tabs heading level two, Contact Details link heading level two.
Product orders for parent contact to link heading level two.
ADAM: And explore what is here.
SCREEN READER: Product link, Grazing Gazelle.
Product category, Eyeglasses.
Status, Completed out of list.
Menu button sub menu show more.
Heading level three link WP-0303.
List with three items, Product.
Link 1-year Warranty.
[SOUND] ADAM: Now I will use
screenreader navigation to move back up to the chat field.
SCREEN READER: Type a message.
Edit multi-line.
ADAM: I'll now press Control + Period to bring up the quick text.
SCREEN READER: Dialog create quick text change view.
ADAM: And arrow down to the response.
SCREEN READER: When an item is selected, a preview is displayed.
To execute an item, press Enter.
Confirmation Wrap-Up one of six.
Confirm address for warranty replacement two of six.
Document type a message, Hi Appy, I'm sorry to hear about your glasses.
Good news is you have full lost or damaged coverage, so
I can get a new pair sent your way.
I see here that your address is 415 Mission Street, San Fransisco, California.
Is this still the best location to ship your new glasses?
The chat visitor is typing.
Yes, that's correct.
Dialog, create quick text change view, confirmation wrap up two of six.
Document, type a message.
Great, I'm processing these details now.
A confirmation email will be sent to you in just a couple moments.
Anything else I can help you with today?
The chat visitor is typing, No, that's it, thank you!
Chat ended by Appy, bullet 2:39 and 54 seconds PM.
ADAM: Now I'm going to update Appy's case and create a new order.
First, I'm going to use a Salesforce keyboard shortcut G+S
to navigate to the sub tabs for the case.
SCREEN READER: Contact Appy B tab selected, press spacebar to reorder.
Case 00002934 tab selected, press spacebar to reorder.
ADAM: I can switch tabs by using my left and right arrow keys.
I'll use my screenreader find command.
SCREEN READER: Find dialog, type the text you wish to.
Adam Rodenbeck: To look for product order.
SCREEN READER: Button Edit Product Order, document list.
ADAM: I'll down arrow to the product I want and press Enter.
SCREEN READER: Product order WP-0300 one of three, application list.
Product order WP-0300 additional information button expanded heading
level 3.
List with 11 items, new menu button, sub menu required status.
ADAM: Now, I'm going to tab to case origin and select Web.
SCREEN READER: Non-menu button, sub menu required, case origin.
[SOUND] Non-radio menu item check none one of seven,
Email radio menu item, Email, two of seven.
Phone radio menu item, phone three of seven.
Web radio menu item, web, four of seven.
ADAM: I'll hit Ctrl + S to save the case.
SCREEN READER: 00002934 Salesforce document.
ADAM: Now we want to kick off a macro.
I can find that by hitting the letter M.
SCREEN READER: Search macros.
ADAM: And down arrow to the one that I want.
SCREEN READER: List, to navigate this list, use the arrow keys.
Create New Order plus Resolve Case 1 of 17.
ADAM: This macro is an automated process which will create an order,
send a confirmation email to the customer, and finally resolve the case.
SCREEN READER: Tab control, V-Tab selected V two of three.
Tab control Email tab email 4 of 6, selected email body,
email body frame press alt+0 for help, success email sent.
ADAM: To join the conversation about accessibility at Salesforce,
connect with us in our Trailblazer community Disability
topics at sfdc.co/disability-topics.