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 walks you through configuration, deployment, and agent usage.
Phase 1: Configuring Carousel Items
Before adding the banner to your page, you must define the content for each slide using Custom Metadata Types. This ensures each carousel item is precisely tailored to your service team's needs.
Step 1: Access Custom Metadata
Navigate to the "PSC Carousel Banner Item" setup page from your Salesforce administration panel.
Step 2: Define Item Details
Label/Name: Give the slide a clear, descriptive title (e.g., Quick Verification: Port). This appears in the carousel header.
App Name Filter: Assign a filter name (e.g., 3-Slide Quick Fix) to group specific slides together. Only slides matching this filter will display for a given case type.
Display Order: Assign a numerical value (1, 2, 3...) to determine the sequence in which slides appear in the carousel.
Step 3: Add Content & Actionable Guidance
Body Content: Enter the technical instructions, troubleshooting steps, or summary of the issue. Keep text concise and focused on resolution steps.
Actionable Tip: Provide a specific "pro-tip" or question the agent should ask the customer. This keeps conversations moving and reduces analysis paralysis.
Step 4: Link Resources
Button Labels: Create descriptive labels for action buttons (e.g., "Watch Demo", "View KB Article", "More Info").
URLs: Add links to external training videos, documentation portals, or knowledge base articles your team references frequently.
Step 5: Build Additional Slides
Repeat this process for each carousel item (e.g., Critical Alignment, Proper Reassembly, Verification Checklist).
✓ Tip: Organize your metadata in logical groups. Consider creating 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 can access guidance immediately.
Step 1: Open Lightning App Builder
Navigate to a Case Record Page layout and select "Edit Page" to launch the Lightning App Builder.
Step 2: Deploy the Component
Drag the Home Carousel Banner component from the left-hand sidebar component library onto your page layout. Position it prominently near the case summary for maximum visibility.
Step 3: Configure Filters
In the component settings panel, locate the App Name field.
Enter the filter name you created in Phase 1 (e.g., 3-Slide Quick Fix). This ensures only relevant slides appear for this specific case type.
Step 4: Save & Activate
Click Save and ensure 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 now leverage the carousel banner to accelerate case resolution and improve customer satisfaction.
Quick Scan
Instead of reading through lengthy case histories, agents see the most critical troubleshooting steps at a glance. This accelerates time-to-resolution and improves first-contact resolution rates.
Actionable Guidance
Each slide provides a specific "Actionable Tip" to keep conversations moving. Agents know exactly what to verify or ask the customer next.
Interactive Support
Use the "Watch Demo" or "More Info" buttons to access supporting media without leaving the case page. Agents can share training videos or documentation links directly with customers via case comments.
Navigation
Click the left/right arrows on the banner to cycle through different resolution stages. The carousel displays slides sequentially based on your configured Display Order.
✓ Best Practice: Train agents to use the carousel as a structured workflow. Have them work through slides in order, completing verification steps on each before moving to the next.
Feature Benefits & Value
| FeatureBenefit | |
| 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 instant in-context access to training videos, KB articles, and guides without leaving the case page. |
| Compact Design | Saves valuable 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, please contact your Salesforce Administrator or submit a support case with the tag #carousel-banner-support.
Knowledge Article Number: KA-00179