Set Up and Use the Home Carousel Banner

Published on February 17, 2026 Dynamic Carousel Banner

Home Carousel Banner Implementation Guide

Overview: The Home Carousel Banner is a dynamic, interactive component that delivers bite-sized, actionable guidance directly on Case record pages. This guide covers configuration, deployment, and agent usage in three phases.

Phase 1: Configuring Carousel Items

Before adding the banner to your page, define the content for each slide using Custom Metadata Types. This ensures each carousel item is tailored to your service team's needs.

Step 1: Access Custom Metadata

Navigate to the "PSC Carousel Banner Item" setup page from Salesforce Setup.

Step 2: Define Item Details

Label/Name: A clear, descriptive title (e.g., Quick Verification: Port). It appears in the carousel header.
App Name Filter: A filter name (e.g., 3-Slide Quick Fix) that groups slides together. Only slides matching the filter display for a given case type.
Display Order: A number (1, 2, 3...) that sets the sequence of slides.

Step 3: Add Content & Actionable Guidance

Body Content: Technical instructions, troubleshooting steps, or an issue summary. Keep it concise and resolution-focused.
Actionable Tip: A specific pro-tip or question the agent should ask the customer, to keep conversations moving and reduce analysis paralysis.

Step 4: Link Resources

Button Labels: Descriptive labels for action buttons (e.g., "Watch Demo", "View KB Article", "More Info").
URLs: Links to training videos, documentation portals, or knowledge base articles.

Step 5: Build Additional Slides

Repeat the process for each carousel item (e.g., Critical Alignment, Proper Reassembly, Verification Checklist).

✓ Tip: Organize metadata in logical groups. Create separate App Name Filter groups for different case types (e.g., "Hardware Issues", "Software Troubleshooting", "Account Management").

Phase 2: Adding the Banner to Case Records

Once your carousel items are configured, deploy the Home Carousel Banner component to your Case record pages so agents have immediate access to guidance.

Step 1: Open Lightning App Builder

Open a Case Record Page and select "Edit Page" to launch Lightning App Builder.

Step 2: Deploy the Component

Drag the Home Carousel Banner component from the component library onto the page layout. Place it prominently near the case summary for maximum visibility.

Step 3: Configure Filters

In the component settings panel, find the App Name field and enter the filter name created in Phase 1 (e.g., 3-Slide Quick Fix). Only relevant slides will appear for this case type.

Step 4: Save & Activate

Click Save and make sure the page is activated for your user profiles. The banner is now live for your service team.

⚠ Important: Test the component on a non-production record page before activating for all users. Verify that the correct carousel items appear based on your filter settings.

Phase 3: Using the Banner for Case Resolution

Service agents can use the carousel banner to accelerate case resolution and improve customer satisfaction.

Quick Scan: See the most critical troubleshooting steps at a glance instead of reading lengthy case histories, improving time-to-resolution and first-contact resolution.
Actionable Guidance: Each slide carries an Actionable Tip so agents know what to verify or ask next.
Interactive Support: Use "Watch Demo" or "More Info" buttons to open supporting media without leaving the case page, and share links with customers via case comments.
Navigation: Use the left/right arrows to cycle through resolution stages, shown in your configured Display Order.

✓ Best Practice: Train agents to use the carousel as a structured workflow, working through slides in order and completing verification steps on each before moving on.

Feature Benefits & Value

Feature	Benefit
Filtered Content	Shows only the tips and steps relevant to the specific case type, reducing noise and confusion.
Actionable Tips	Reduces agent "analysis paralysis" with clear, specific next steps for each verification phase.
Integrated Media	Provides in-context access to training videos, KB articles, and guides without leaving the case page.
Compact Design	Saves space on the record page while maximizing information delivery and usability.
Improved CSAT	Faster, more consistent case resolutions lead to higher customer satisfaction and loyalty.

Need Support? For questions about Home Carousel Banner configuration, deployment, or troubleshooting, contact your Salesforce Administrator or submit a support case with the tag #carousel-banner-support.

Knowledge Article Number: KA-00179