Salesforce Console

Last Updated:2025.02.04
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CONTENTS

Salesforce Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
How Are Console Apps Different? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Plan Your Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Console in Salesforce Classic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Console in Lightning Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Console Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Salesforce Console

Salesforce Console apps are a tab-based workspace suited for fast-paced work environments. Manage
multiple records on a single screen and reduce time spent clicking and scrolling to quickly find, update,
and create records.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs) and Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

Lightning console apps are available in the Essentials edition in Lightning Experience only.

The console is perfect for Sales and Service folks. Support agents can use multiple applications at once
and keep the context of cases as priorities change. Sales reps have all the tools at their fingertips to
cultivate leads, close deals, and manage relationships.

Administrators can customize a console to determine everything from the objects in the navigation tab,
to whether you can place phone calls with a softphone. Customizations can also include displaying
knowledge base articles alongside cases, creating custom actions with keyboard shortcuts, or chatting
with customers over the web with Chat.

Developers can help solve unique business problems with custom console components and use the
Salesforce Console API to add third-party integrations.

Note You can create console apps in Salesforce Classic and Lightning Experience. When working
with Lightning console apps, keep the following things in mind.Lightning console apps don’t yet
have full parity with Salesforce Classic console apps. For example, some features in Salesforce
Classic console apps, such as push notifications and custom keyboard shortcuts, aren’t available in
Lightning console apps. Learn more. You can’t upgrade Salesforce Classic console apps to Lightning
Experience from Setup. To get started in Lightning Experience, customize these Salesforce-provided
Lightning console apps: Service Console and Sales Console.

How Are Console Apps Different from Standard Apps?

Apps with standard navigation let you open a single record at a time. However, apps with console
navigation let you open multiple records at a time, and related records open in subtabs under the
original record.

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Salesforce Console

Plan Your Salesforce Console Implementation

Determine whether your console is for Service, Sales, or a unique business need. Think about your
console users and what information they need most.
Salesforce Console in Salesforce Classic
Get started with the Salesforce console in Salesforce Classic.
Salesforce Console in Lightning Experience
Get started with the Salesforce console in Lightning Experience.
Salesforce Console Limitations
Understand the limitations of the Salesforce Console.

See Also
Salesforce Console Developer Guide

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Salesforce Console How Are Console Apps Different?

How Are Console Apps Different from Standard Apps?

Apps with standard navigation let you open a single record at a time. However, apps with console
navigation let you open multiple records at a time, and related records open in subtabs under the
original record.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs) and Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

Lightning console apps are available in the Essentials edition in Lightning Experience only.

Here’s a look at how standard navigation apps (1) and console navigation apps (2) are different.

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Salesforce Console How Are Console Apps Different from Standard Apps?

In Lightning console apps, your app’s navigation rules determine how records are opened. You can
configure related records to open as workspace tabs, or as subtabs of a new workspace tab. For example,
you can have contact records open as a subtab of that contact’s account.

With console apps, you can work with multiple records more efficiently. If you work in a fast-paced
environment, console apps are a great solution.

See Also
Salesforce Console
Plan Your Salesforce Console Implementation

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Salesforce Console Plan Your Salesforce Console Implementation

Plan Your Salesforce Console Implementation

Determine whether your console is for Service, Sales, or a unique business need. Think about your
console users and what information they need most.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs) and Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

Lightning console apps are available in the Essentials edition in Lightning Experience only.

Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For
example, some features in Salesforce Classic console apps, such as push notifications and custom
keyboard shortcuts, aren’t available in Lightning console apps. Learn more. You can’t upgrade
Salesforce Classic console apps to Lightning Experience from Setup. To get started in Lightning
Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales
Console.

Salesforce Classic Consoles

If you’re assigned the Service Cloud User feature license, you can review and customize an out-
of-the-box console by selecting Sample Console from the app menu.

Lightning Experience Consoles

Salesforce provides standard Lightning console apps for Sales and Service. To access these apps,
you must be assigned the correct feature license. From the App Launcher, find and open Service
Console or Sales Console. These apps are designed to meet all your Service and Sales needs and
can be customized.

You can set up multiple consoles in your Salesforce org so long as you don’t exceed your edition’s custom
apps limit. If you’re already using a console for Service, you can create a console for Sales without
purchasing separate licenses.

Salesforce Console Planning Questions

Review these questions to help you get the most out of your console implementation.
Salesforce Console Implementation Tips
Review these tips to make sure that you’re getting the most out of your console implementation.
Lightning Console Technical Requirements
Review these recommended technical requirements to get the best performance out of your console
implementation.

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Salesforce Console Plan Your Salesforce Console Implementation

See Also
Set Up a Salesforce Console in Salesforce Classic
Create and Edit a Custom Lightning Console App
Salesforce Console Limitations

Salesforce Console Planning Questions

Review these questions to help you get the most out of your console implementation.

Who will use a console in your Salesforce org?

A console is designed for users who want to find, update, and create records quickly. If users’
profiles are assigned to a console app, they can access it. Before creating a console, we
recommend determining which of your existing user profiles will benefit the most from console
access, such as profiles assigned to support agents or a telesales team. You can also consider
creating a profile or cloning an existing profile from which you can assign users to a console.

Have you purchased enough feature licenses?

Salesforce users must have a feature license to use a console. After you set up a console, you can
manually assign the licenses to users.

Who will implement console apps for your company?

A console is an app, consisting of a group of tabs working as a unit to provide application
functionality. Salesforce provides standard apps, such as Sales and Service. You create a console
as a custom app that users select from the app menu and App Launcher. If there is a user in your
company who is familiar with creating apps in Salesforce, have that person implement console
apps.

Which objects do you want users to access in the console?

The navigation tab in Salesforce Classic and the navigation bar in Lightning Experience, lets users
select objects, such as cases, accounts, or contacts, and view that object’s home page. We
recommend that you add objects that function as the center of your business processes. For
example, the center of support agents’ business process is most likely cases, so make cases
available to agents in the console.

How do you want records to display in a console when they’re selected?

A console displays all records as tabs so that users can quickly find, update, and create records
on one screen. Primary tabs display the main item to work on, such as an account. Subtabs
display related records, such as cases or contacts on an account.
Salesforce Classic
You can select which records display as primary tabs and subtabs. Pick the center of your
business process as a primary tab, and related items as subtabs. For example, you can
set accounts as a primary tab, and cases and contacts as subtabs. You can also choose

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Salesforce Console Plan Your Salesforce Console Implementation

how records display when they’re selected outside of primary tabs or subtabs, for
example, when users select cases from list views or search results.

Lightning Experience

In Lightning console apps, primary tabs are called workspace tabs. By default, records
open as workspace tabs when selected from the list view associated with the current
navigation bar item. Records opened from a workspace tab open as subtabs. For
example, if you select accounts from the navigation bar and then click an account in the
list, the account opens as a workspace tab. Then, if you click a contact name from the
account page, the contact record opens as a subtab.

You can define navigation rules for a console app. Navigation rules determine how
records open when they’re clicked outside of a workspace tab or subtab containing a
record. For example, define a rule so that when you select accounts from the navigation
bar and then click an account in the list, it opens as a workspace tab and its associated
contact opens as a subtab.

What features can I use in the console?

Salesforce Classic
Available features include things like Highlight Panels, Interaction Logs, Chat, a
Knowledge sibebar, whitelisitng domains, choosing how lists display, setting up push
notifications, keyboard shortcuts, and more.

For a list of features that you can implement in your console, see Console Configurable
Features in Salesforce Classic.

Lightning Experience
Customizing a Lightning console app is different than a Salesforce Classic console.

For a list of features that you can implement in your console, see Element ID 'topic-title'
not found in topic with ID 'console_lex_feature_parity'.

Do you want users to receive and make phone calls from a console?
You can integrate Salesforce with third-party computer-telephony integration systems (CTI) using
Open CTI. For more information, see Salesforce Call Center.

Do you want to customize, extend, or integrate a console with other systems?

Create components to customize, extend, or integrate the Salesforce Console with other
systems. For example, you might want to create components that display third-party apps or
content when users view specific pages.

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Salesforce Console Plan Your Salesforce Console Implementation

What is the Agent Console?

The Salesforce console improves upon the Agent console by providing you with more options
and more advanced technologies.

See Also
Plan Your Salesforce Console Implementation
Salesforce Console Implementation Tips

Salesforce Console Implementation Tips

Review these tips to make sure that you’re getting the most out of your console implementation.

General Implementation Tips

• A console respects all the security and sharing settings in your Salesforce org.
• To see any setup changes to a console, refresh your browser.

Salesforce Console for Service Implementation Tips

• To use a console for Service, users must be assigned the Service Cloud User feature license.
• To use Chat in a console, users must be assigned the Chat User feature license.
• If Salesforce Knowledge is set up, turn on the Knowledge sidebar so that console users can
automatically see relevant articles alongside any cases that they’re working on.

See Also
Plan Your Salesforce Console Implementation
What Features Are Available in Lightning Console Apps?

Lightning Console Technical Requirements

Review these recommended technical requirements to get the best performance out of your console
implementation.

Lightning console technical requirements are mostly the same as the general Lightning technical
requirements. Lightning console implementations are especially affected by available RAM and virtual
desktop infrastructure.

The amount of RAM available has a significant impact on browser tab longevity. Having enough RAM
available also helps prevent crashes. Insufficient RAM can also negatively impact page load times with
older browsers.

For the fastest and most stable experience, we recommend:

• An Octane 2.0 score of 30,000 or greater

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Salesforce Console Salesforce Console in Salesforce Classic

• Network latency of 150 ms or less

• Download speed of 3 Mbps or greater
• At least 8 GB of RAM, with 3 GB available for Salesforce browser tabs

Minimum requirements are:

• An Octane 2.0 score of 20,000 or greater

• Network latency of 200 ms or less
• Download speed of 1 Mbps or greater
• At least 5 GB of RAM, with 2 GB available for Salesforce browser tabs

Based on our lab tests, the minimum requirements result in 50% slower page load times and login load
times versus the recommended specifications. Users that use over 1,000 records a day are more likely to
have their browser tab crash when using the minimum requirements due to memory limits.

You can find your Octane 2.0 score, latency, and download speed by running the Salesforce Performance
test. To run the test, append speedtest.jsp to your org’s domain.

https://MyDomainName.lightning.force.com/speedtest.jsp

We recommend running this test on the same hardware, network, physical location, and browser as your
users. For virtual environments, such as VDI, run all tests from within that virtual environment.

Octane 2.0 is a benchmark developed by Google that measures JavaScript performance. A higher
Octane 2.0 score correlates to faster page load times. Octane 2.0 factors in your computer hardware and
browser choice.

• Using newer-generation hardware with faster CPUs generates higher Octane 2.0 scores.
• Using the latest version of Salesforce-supported browsers generates higher Octane 2.0 scores.
- IE11 results in low Octane 2.0 scores and much slower page load speeds.
See Also
Octane Frequently Asked Questions
Lightning Components Developer Guide: Enable Debug Mode for Lightning Components

Salesforce Console in Salesforce Classic

Get started with the Salesforce console in Salesforce Classic.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

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Salesforce Console Salesforce Console in Salesforce Classic

Salesforce Console User Interface

Here’s how a console in Salesforce Classic works:

(1) Select objects and records from the navigation tab. (2) Records display in a list, which you can pin at
the left of the top of the screen. (3) Selected records appear as primary tabs, and tabs let you work on
several items at once. (4) A highlights panel shows key information related to records. (5) Records related
items appear as subtabs, and subtabs let you quickly switch between related information without losing
context. (6) View and interact with content in the feed or detail area. (7) Access custom component data
in sidebars and footers.

Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For
example, some features in Salesforce Classic console apps, such as push notifications and custom
keyboard shortcuts, aren’t available in Lightning console apps. Learn more. You can’t upgrade
Salesforce Classic console apps to Lightning Experience from Setup. To get started in Lightning
Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales
Console.

Set Up a Salesforce Console in Salesforce Classic

You can set up a console for Sales, Service, or create one for your own business needs.
Console Configurable Features in Salesforce Classic
An administrator must enable and configure most console features to determine how console users
view and work with data.
Custom Console Customization Components in Salesforce Classic

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Salesforce Console Salesforce Console in Salesforce Classic

Create components to customize, extend, or integrate the Salesforce Console with other systems.
Work with a Salesforce Console in Salesforce Classic
Get more done faster using a console’s enhanced interface to work with records.

See Also
Salesforce Classic Console Limitations
Salesforce Console Developer Guide
Salesforce Console in Lightning Experience

Set Up a Salesforce Console in Salesforce Classic

You can set up a console for Sales, Service, or create one for your own business needs.

Set Up a Service Console in Salesforce Classic

Create and customize a console app, then assign the Service Cloud User feature license to users.
Set Up Service Cloud Features with Launch Pad Templates
Deploy and test Service Cloud features with just a few clicks. This suite of templates helps you set up
some of the most popular Service Cloud features, such as time-saving console configurations and
reports and dashboards essential for service organization.
Assign the Service Cloud Feature License to Users
The Service Cloud User feature license entitles users to additional Salesforce features, such as the
Service Console.
Set Up Sales Console in Salesforce Classic
To enable a console for the first time, contact Salesforce then assign users the correct permission set
license and user permissions.
Assign the Salesforce Console User Permission Set to Sales Console Users
After you’ve assigned the “Sales Console User” permission set license to users, assign users to the
“Salesforce Console User” permission set.
Set Up a Salesforce Console App in Salesforce Classic
To create a console, administrators must create a console app.
Brand a Salesforce Console in Salesforce Classic
You can brand a console by adding a custom logo to its header and specifying colors for its header,
footer, and primary tabs.
Hide a Salesforce Classic Console from the App Launcher in Lightning Experience
By default, Salesforce Classic consoles appear in the App Launcher in Lightning Experience. This
visibility lets your console users access all your consoles apps, ones created in Salesforce Classic and
ones created in Lightning Experience, without having to switch UIs. You can change this behavior if
you want to limit access to your Salesforce Classic consoles.

See Also
Salesforce Console in Lightning Experience

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 Salesforce Console Salesforce Console in Salesforce Classic

Set Up a Service Console in Salesforce Classic

Create and customize a console app, then assign the Service Cloud User feature license to users.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

USER PERMISSIONS NEEDED

To create a Salesforce console for Service:

Customize Application

AND

Service Cloud User

To customize a Salesforce console for Service: Customize Application

1. Customize highlight panels for all objects and turn them on.
2. Create a console app and assign it to user profiles.
3. Optionally, for support agents:
• Brand your console.
• Choose how pinned lists display.
• Allow domains.
• Customize push notifications.
• Customize keyboard shortcuts.
• Turn on the Knowledge Sidebar.
• Set up interaction logs and assign them to user profiles.
• Turn on Chat (available only for a console for service).
Note Set up your Chat implementation before adding it to your console. If you’re adding Chat
to an existing console, test your console before deploying it to your agents. Make sure your
sidebar components look as expected.

4. Assign users the Service Cloud User feature license.

Tip To add third-party integrations, or expand console customizations to new levels, advanced
Salesforce admins and developers can create console components, or use code with an API named
the Salesforce Console Integration Toolkit.

See Also
Salesforce Console Implementation Tips
Console Configurable Features in Salesforce Classic
Lightning Service Console

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Salesforce Console Salesforce Console in Salesforce Classic

Set Up Service Cloud Features with Launch Pad Templates

Deploy and test Service Cloud features with just a few clicks. This suite of templates helps you set up
some of the most popular Service Cloud features, such as time-saving console configurations and reports
and dashboards essential for service organization.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

USER PERMISSIONS NEEDED

To use the Service Cloud Launch Pad: Customize Application

To use templates, from the Setup Quick Search box, enter Launch Pad.

Tip It's best to try Launch Pad in your sandbox environment, so that you can test out new features
without affecting your live production environment.

Launch Pad templates aren’t supported for IE version 9 or earlier.

See Also
Set Up a Service Console in Salesforce Classic

Assign the Service Cloud Feature License to Users

The Service Cloud User feature license entitles users to additional Salesforce features, such as the Service
Console.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs) and Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

Lightning console apps are available in the Essentials edition in Lightning Experience only.

USER PERMISSIONS NEEDED

To assign the Service Cloud User feature license to Manage Internal Users
users:

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 Salesforce Console Salesforce Console in Salesforce Classic

To assign the license to a user:

1. From Setup, enter Users in the Quick Find box, then select Users.
2. Click Edit next to a user's name.
3. Select Service Cloud User.
4. Click Save.

See Also
Set Up a Service Console in Salesforce Classic

Set Up Sales Console in Salesforce Classic

To enable a console for the first time, contact Salesforce then assign users the correct permission set
license and user permissions.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To assign permission set licenses: Manage Internal Users

To create a Salesforce Console for Sales:

Customize Application

AND

Sales Console

1. To have the console for sales enabled for your Salesforce org, contact Salesforce.
2. Customize highlight panels for all objects and turn them on.
3. By default, your org has the “Sales Console User” permission set license. Assign this permission set
license to users. The steps are the same as assigning any permission set license.
4. Assign the Salesforce Console User Permission Set to Sales Console Users.
5. Optionally, for sales reps:
• Brand your console.
• Choose how pinned lists display.
• Allow domains.
• Customize push notifications.
• Customize keyboard shortcuts.
• Turn on the Knowledge Sidebar.
• Set up interaction logs and assign them to user profiles.
6. Create a console app and assign it to user profiles.

Tip To add third-party integrations, or expand console customizations to new levels, advanced
Salesforce admins and developers can create console components, or use code with an API named
the Salesforce Console Integration Toolkit.

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 Salesforce Console Salesforce Console in Salesforce Classic

See Also
Salesforce Console Implementation Tips
Console Configurable Features in Salesforce Classic
Lightning Sales Console

Assign the Salesforce Console User Permission Set to Sales Console Users

After you’ve assigned the “Sales Console User” permission set license to users, assign users to the
“Salesforce Console User” permission set.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To create permission sets: Manage Users

1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
2. Select Salesforce Console User. This standard permission set is already created for you and comes
with the Sales Console permission set license.
3. Click Manage Assignments and assign users to the permission set.

You can also choose to clone the “Salesforce Console User” permission set instead and assign Sales
Console users to the clone instead.

See Also
Assign a Permission Set License to a User
Set Up Sales Console in Salesforce Classic
Standard Permission Sets

Set Up a Salesforce Console App in Salesforce Classic

To create a console, administrators must create a console app.

Each console is a custom app that users select from the Lightning Platform app menu. The number of
console apps you can create is based on your Salesforce org’s custom app limits.

1. From Setup, enter Apps in the Quick Find box, then select Apps, then click Next.
2. Click New, select Console, and click Next. Optionally, to copy an existing console, click Clone on the
console’s detail page. Save a console that you’ve copied before you can update its cloned push
notifications or keyboard shortcuts.
3. Type a label for the app, then click Next. The label can have a maximum of 40 characters, including
spaces. This label is the app’s name in the Lightning Platform app menu.
4. Optionally, add a custom logo. Click Insert an image, choose a file image from the document library,
then click Next.
5. Select the items to include in the navigation tab, then click Next. You can't add the following to the
navigation tab: forecasts, ideas, answers, connections, portals, console, activities (tasks and events),

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 Salesforce Console Salesforce Console in Salesforce Classic

the App Launcher, or buttons for customizing your org. Tab visibility settings, and the Overwrite users'
personal tab customizations setting, don't apply to the navigation tab. For example, you can access
Accounts from the navigation tab even if Accounts are Tab Hidden on user profiles.
6. Choose how items that aren’t selected from a primary tab or subtab display, then click Next. For
example, choose whether cases display as primary tabs or as subtabs on parent records when selected
from list views, search results, or screen pops. Click:
• As a primary tab to display the object's records as primary tabs.
• As a subtab of to display the object's records as subtabs. From the drop-down list, choose the
parent record where the subtabs appear. For example, if you want cases to appear as subtabs on
contacts, select Contact Name (Contact) in the Cases row. If parent records don't apply, subtabs
appear as primary tabs. For example, if you make campaigns a subtab of leads but a lead doesn't
belong to a campaign, that campaign appears as a primary tab.
7. Optionally, if your org has Service Cloud and Chat, select Include Chat in this App, and click Next. If
you choose to include a chat workspace for Chat in your console, you can:
• Choose records or pages to open as subtabs of chat sessions.
• Select Include Suggested Articles from Salesforce Knowledge in Chat to display the articles tool in
the chat workspace.
8. Assign the Salesforce console to user profiles:
a. Check the Visible box to choose the user profiles for which the app is available.
b. Check the Default box to set the app as that profile’s default app, meaning that new users with the
profile see this app the first time they log in. Profiles with limits are excluded from this list.
9. Click Save.

Tip To see any setup changes to a console, refresh your browser.

See Also
Set Up a Service Console in Salesforce Classic
Set Up Sales Console in Salesforce Classic
Brand a Salesforce Console in Salesforce Classic

Brand a Salesforce Console in Salesforce Classic

You can brand a console by adding a custom logo to its header and specifying colors for its header,
footer, and primary tabs.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To define colors in the Salesforce console: Customize Application

1. From Setup, enter Apps in the Quick Find box, then select Apps.
2. Click Edit next to a console.
3. To add a custom logo, click Insert an image, and choose an image from the document library.
4. To specify a color, type a hex code in Header Color, Footer Color, or Primary Tab Color. For example,
type #0000FF to define the header as blue.

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5. Click Save.

To verify that the correct colors display, view your console.

Note Defining header or footer colors is not yet available for the Metadata API.

Hide a Salesforce Classic Console from the App Launcher in Lightning

Experience

By default, Salesforce Classic consoles appear in the App Launcher in Lightning Experience. This visibility
lets your console users access all your consoles apps, ones created in Salesforce Classic and ones created
in Lightning Experience, without having to switch UIs. You can change this behavior if you want to limit
access to your Salesforce Classic consoles.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To view apps: View Setup and Configuration

To manage apps:
Customize Application

AND

Service Cloud User OR Sales Console

1. From Setup, enter App Menu in the Quick Find box, then select App Menu.
2. From the list of available apps, click Visible in App Launcher or Hidden in App Launcher to show or
hide individual apps from the App Launcher in Lightning Experience for all users in the org.
Alternatively, you can also remove access to the Salesforce Classic console for individual users through
their profiles.

Console Configurable Features in Salesforce Classic

An administrator must enable and configure most console features to determine how console users view
and work with data.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

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Salesforce Console Salesforce Console in Salesforce Classic

USER PERMISSIONS NEEDED

Configure a Salesforce Console for Service: Customize Application

Configure a Salesforce Console for Sales:

Customize Application

AND

Sales Console User

To edit a Salesforce Classic console app, you must be in Salesforce Classic. From Setup, enter Apps in
the Quick Find box, then select Apps and click Edit next to your console app.

You can’t upgrade a Salesforce Classic console app to Lightning Experience. You can choose to display or
hide the app in the Lightning Experience App Launcher, but you can’t edit the app from the App
Manager page in Lightning Experience Setup. To get started in Lightning Experience, customize these
Salesforce-provided Lightning console apps: Service Console and Sales Console. You can also recreate
your Salesforce Classic console app in Lightning Experience, but using the Salesforce out-of-the-box app
is faster and easier.

Feature Automatically Enabled? Available in a Console Available in a Console

for Sales for Service

Brand a Console

Highlights Panel

Pinned Lists

Push Notifications

Responsive Lists

Keyboard Shortcuts

Save User Sessions

Allow Domains

Console Components

History Component

Multi-Monitor
Components

Interaction Logs

Knowledge Sidebar

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 Salesforce Console Salesforce Console in Salesforce Classic

Knowledge One Footer

Softphone Integration

Chat

Macros

See Also
Salesforce Console

Add a Highlights Panel to the Console in Salesforce Classic

The highlights panel is a customizable table of up to four columns at the top of every primary tab in a
console. It helps users see key information at a glance.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To customize page layouts:

Customize Application

AND

Service Cloud User OR Sales Console

To view page layouts: View Setup and Configuration

A highlights panel can include any standard or custom fields that have already been added to a page
layout. Each panel can have a minimum of one column of fields and a maximum of four columns. Each
column can have one or two fields in top or bottom positions.

When users see a highlights panel, top fields appear in bold and in a larger font than bottom fields. Users
can only see fields that they have permission to view—otherwise fields appear blank. When both fields
appear blank in a column, the column appears blank.

To display highlights panels in a console, you must turn them on.

1. Edit any page layout and click Layout Properties.

2. Check Highlights Panel, and click OK.
3. Click Save

Configure Highlights Panels for a Console in Salesforce Classic

The highlights panel is a customizable table of up to four columns at the top of every primary tab in a
console. It helps console users see key information at a glance. To configure a highlights panel, edit any

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 Salesforce Console Salesforce Console in Salesforce Classic

page layout.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To customize page layouts:

Customize Application

AND

Service Cloud User OR Sales Console

To view page layouts: View Setup and Configuration

If you leave a page layout before clicking Save, you’ll lose your highlights panel changes.

• To edit a highlights panel, hover over the panel on any page layout and click or double-click the
panel.
• To add or change fields, click the appropriate column and select fields from the Top Field and Bottom
Field lists.
If the fields you want to add aren't listed, you must first add them to the detail page layout. Fields can
appear once on each highlights panel, and fields already in use appear as gray in the field selection
list. Highlights panels don’t support rich text area (RTA) fields, custom long-text area fields, or the
Transcript object.
• To remove fields, click the appropriate column and select -None- from the field lists. To add columns,
click Add Column. To remove columns, hover over the column and click .
• To save highlights panel changes, click OK in the Highlights Panel Properties dialog box. When you've
finished editing the page layout, click Save. To display highlights panels in a console, you must turn
them on.

Set Up Interaction Logs for a Console in Salesforce Classic

An interaction log lets Salesforce console users write notes on records that appear on primary tabs.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To set up interaction logs: Customize Application

For example, when cases appear on primary tabs, an interaction log can appear so that users can take
notes on cases. You can create multiple interaction logs and customize them to display specific task
fields for different users to update.

1. From Setup, enter Interaction Log Layouts in the Quick Find box, then select Interaction Log
Layouts.

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 Salesforce Console Salesforce Console in Salesforce Classic

2. Click New.
3. Name the interaction log.
4. Select task fields to add to the interaction log and click Add.
• * indicates required fields.
• You can only add editable task fields to interaction logs.
• The Enter your notes here... field is automatically added to all interaction logs; you can't remove it.
5. If you want this interaction log to be the default for all users, select Set as default layout.

You can't delete a default interaction log; you must first mark another interaction log as the default for
your organization.

6. Click Save.

After you set up or customize interaction logs, you can assign them to different user profiles and turn
them on to display.

Tip You can create custom fields for tasks and add them to interaction logs. For example, you can
create a Caller Disposition picklist with values of Angry, Neutral, and Satisfied.

Turn On Interaction Logs for a Console in Salesforce Classic

To display interaction logs, you must turn them on for page layouts assigned to different user profiles.
Assign Interaction Logs in Salesforce Classic
After you set up or customize interaction logs, you can assign them to different user profiles.

Turn On Interaction Logs for a Console in Salesforce Classic

To display interaction logs, you must turn them on for page layouts assigned to different user profiles.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To turn on interaction logs: Customize Application

1. Edit any page layout and click Layout Properties.

2. Check Interaction Log and click OK.
3. Click Save.

Note If you turn interaction logs on or off, you must close and reopen records to see the changes.

See Also
Assign Interaction Logs in Salesforce Classic

Assign Interaction Logs in Salesforce Classic

After you set up or customize interaction logs, you can assign them to different user profiles.

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 Salesforce Console Salesforce Console in Salesforce Classic

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To assign interaction logs: Customize Application

1. From Setup, enter Interaction Log Layouts in the Quick Find box, then select Interaction Log
Layouts.
2. Click Log Layout Assignment.
3. Choose an interaction log to assign to each user profile.
4. Click Save.

Note You can't assign interaction logs to portal user profiles because Salesforce console apps aren’t
available to portal users.

See Also
Turn On Interaction Logs for a Console in Salesforce Classic

Configure Console Preferences in Salesforce Classic

You can configure your console to fit your business needs. As your needs change, you can adjust these
preferences. You configure console preferences in Setup.

Choose How Lists Display in a Salesforce Console in Salesforce Classic

Administrators can change how lists appear to console users.
Optimize Salesforce Console List Views with Responsive Lists in Salesforce Classic
Responsive lists resize dynamically and give your list views a modern look and feel. And optional row
hovers let you preview a record without opening it.
Save User Sessions for a Salesforce Console in Salesforce Classic
Administrators can save user sessions so that when you close your browser or log out of Salesforce,
you can quickly return to what you were working on when you log in again.
Allow Domains for a Salesforce Console in Salesforce Classic
Salesforce admins can let console users access domains outside of Salesforce. For example, you can
add www.example.com to a console’s allowlist so that console users can access that domain.
Customize Keyboard Shortcuts for a Salesforce Console in Salesforce Classic
Create or customize keyboard shortcuts so that users can quickly perform actions by pressing keys
instead of having to use a mouse.
Configure Push Notifications for a Salesforce Console in Salesforce Classic
Administrators can set up push notifications in a console so that users can see when a record they’re
working on has been changed by others.
Turn On the History Component for a Salesforce Console in Salesforce Classic
If a console is set up, you can add the History component to the footer so that users can quickly access
recent primary tabs or bookmarks without having to search Salesforce.
Turn On Multi-Monitor Components for a Salesforce Console in Salesforce Classic

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 Salesforce Console Salesforce Console in Salesforce Classic

If a console is set up, multi-monitor components are turned on so that you can move portions of a
console to different areas of your screens to help you work best.

Choose How Lists Display in a Salesforce Console in Salesforce Classic

Administrators can change how lists appear to console users.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To choose how lists display: Customize Application

In a console, you can display lists in one of three ways:

List Type Description

Full screen, unpinned Lists are visible only when the navigation tab is
selected. When you select a record from the list, it
opens in a new tab.

Pinned to top Lists appear at the top of the page and are always
visible. When you select a record from the list, it
opens in a new tab below the list.

Pinned to left Lists appear on the left side of the page and are
always visible. When you select a record from the
list, it opens in a new tab to the right of the list.

1. From Setup, enter Apps in the Quick Find box, then select Apps.
2. Select a console app.
3. Click Edit.
4. Choose how you want lists to display. If you choose pinned lists, specify a default size, in pixels or
percentage of screen space.
5. Click Save.

See Also
Resize and Minimize Pinned Lists in a Salesforce Console in Salesforce Classic
Console Configurable Features in Salesforce Classic

Optimize Salesforce Console List Views with Responsive Lists in Salesforce Classic

Responsive lists resize dynamically and give your list views a modern look and feel. And optional row
hovers let you preview a record without opening it.

1. From Setup, enter Apps in the Quick Find box, then select Apps.
2. Find the name of the console you want to modify, then click Edit.

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 Salesforce Console Salesforce Console in Salesforce Classic

3. Select Enable Responsive Lists.

4. Click Save.

The fields that appear in the hover overlay mirror the fields in the active list view. To customize which
fields appear, edit the list view or create a custom list view. Keep in mind that the list view must be
expanded wide enough for the Edit, Delete, and Create New View links to be visible.

Some more detail about list hovers:

• For cases, hovers appear when you mouse over the Subject field. For all other records, hovers appear
when you over the Name field.
• If the Subject or Name field isn’t in the list view, the hover doesn’t appear.
• You always see the Description field on case hovers, even though it can’t be added to the list view.
• Responsive lists aren’t supported for IE version 10 or earlier.

Tip If you want to keep the updated look and feel of responsive lists, but turn off the hover feature,
edit your console and deselect Enable List View Hovers.

See Also
Console Configurable Features in Salesforce Classic

Save User Sessions for a Salesforce Console in Salesforce Classic

Administrators can save user sessions so that when you close your browser or log out of Salesforce, you
can quickly return to what you were working on when you log in again.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To save user sessions for a Salesforce console: Customize Application

If a console is set up, user sessions are automatically saved so that when you log in again, the following
appear: any previously open console tabs, custom console components, resized sidebar components, an
open or closed search header, and interaction logs.

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 Salesforce Console Salesforce Console in Salesforce Classic

1. From Setup, enter Apps in the Quick Find box, then select Apps.
2. Select a console app.
3. Click Edit.
4. If user sessions aren’t saved, click Save User Sessions.
5. Click Save.

Note Console uses the browser sessionStorage property to retain tabs until a user closes them. If a
user logs out of Salesforce and logs in again using the same window, the previously open tabs
reopen in the new session, even when Save User Sessions is disabled.

See Also
Console Configurable Features in Salesforce Classic

Allow Domains for a Salesforce Console in Salesforce Classic

Salesforce admins can let console users access domains outside of Salesforce. For example, you can add
www.example.com to a console’s allowlist so that console users can access that domain.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To allowlist domains for a Salesforce console: Customize Application

1. From Setup, enter Apps in the Quick Find box, then select Apps.
2. Select a console app.
3. Click Edit.
4. In Allowed Domains, type the domains you want users to access, and separate multiple domains by
commas.

Note
• Don’t include http:// or https:// , because those prefixes are part of a URL, not a
domain.
• If your CTI phone is running on a server with a non-standard port, make sure to include the
port number in your domain. For example, if your server is called myserver and your port
number is 8500, include myserver:8500 in your allowlist.

5. Click Save.

See Also
Console Configurable Features in Salesforce Classic

Customize Keyboard Shortcuts for a Salesforce Console in Salesforce Classic

Create or customize keyboard shortcuts so that users can quickly perform actions by pressing keys
instead of having to use a mouse.

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 Salesforce Console Salesforce Console in Salesforce Classic

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To customize keyboard shortcuts for a Salesforce Customize Application

Console:

If a console is set up, several default keyboard shortcuts are automatically turned on and available for
customization. For example, pressing keys to open and close tabs, move between tabs, and save records.
Before you can create custom shortcuts, a developer must define the shortcut’s action with the
addEventListener() method in the Salesforce Console Integration Toolkit. You can only create
shortcuts for actions performed inside of a console.

1. From Setup, enter Apps in the Quick Find box, then select Apps.
2. Click Edit next to a Salesforce console app.
3. Click Customize keyboard shortcuts.
4. Click Edit on the top of the page.
5. Click Edit to customize an existing shortcut, or click +Add Keyboard Shortcut to create a new one.
When creating a new shortcut, you must add a Console Event Name, which is a unique identifier for
the key commands, and then send the event name to the developer who defined the shortcut’s action
so that he or she can add it to the method that will trigger the shortcut. You can’t delete the default
shortcuts, but you can edit or deactivate them.
6. Click Save.

After you customize or create shortcuts, notify users assigned to a console about the new actions they
can perform.

Note You can have up to 144 shortcuts for each console, which includes the default shortcuts and
any that you create. If you create or customize keyboard shortcuts that include standard browser
shortcuts, such as Ctrl+F, your shortcuts might not work as intended.Keyboard shortcuts aren’t case
sensitive, even when you press Shift before a letter key. For example, Shift+b is the same as Shift+B.
If Ctrl, Alt, or Shift is in a keyboard shortcut, the sequence of those keys doesn’t matter. For example,
Ctrl+Alt+A is the same as Alt+Ctrl+A.

Tip You can include as many keys in a shortcut as you want, but we recommend that you limit a
shortcut to three keys so that users can remember it. Console users can press Shift+K to view an
overlay with a list of all console shortcuts.

See Also
Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic
Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic
Console Configurable Features in Salesforce Classic

Configure Push Notifications for a Salesforce Console in Salesforce Classic

Administrators can set up push notifications in a console so that users can see when a record they’re
working on has been changed by others.

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REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To configure push notifications: Customize Application

Push notifications are visual indicators on lists and detail pages in a console that show when a record or
field has changed during a user’s session. For example, if two support agents are working on the same
case, and one agent changes the Priority, a push notification appears to the other agent so he or she
spots the change and doesn’t duplicate the effort.

Choose when push notifications appear and which objects and fields trigger them:

1. From Setup, enter Apps in the Quick Find box, then select Apps.
2. Select a console app, and click Edit.
3. In Choose How Lists Refresh, select when push notifications appear.

Note If you don’t see this option, enable Streaming API in your org.

Option Description

None Lists don’t refresh and push notifications don’t

appear.

Refresh List The entire list refreshes when there are any
changes to it. Records are added or removed
from the list based on the list’s criteria, but new
records added to queues only refresh the record
owner’s list.

Refresh List Rows Rows in the list refresh when there are any
changes to fields selected for push notifications.

4. In Choose How Detail Pages Refresh, select when push notifications appear.

Option Description

Do Not Refresh Detail pages don’t refresh and push notifications

don’t appear.

Automatically Refresh The detail page automatically refreshes when a

record is changed.

Flag A message appears on the detail page when a

record is changed.

5. Click Select objects and fields for notifications, and select Edit. The push notification settings you
choose here apply to all your console apps.
6. Select the objects that you want to trigger push notifications. For example, if you want any changes to
cases or case fields to trigger push notifications, move Cases from Available Items to Selected Items.

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 Salesforce Console Salesforce Console in Salesforce Classic

7. Under Fields, click Edit and choose the fields you want to trigger push notifications.
8. Click OK, then select Save.
9. Grant push notification users at least the “Read” permission on the Push Topics standard object.

Important When the Require HttpOnly attribute is turned on for session security, push
notifications don’t appear.

• These objects and their fields are available for push notifications: accounts, contacts, cases, leads,
opportunities, campaigns, tasks, and custom objects.
• Push notifications aren't available in the console in Professional Edition.

See Also
Push Notifications in a Salesforce Console in Salesforce Classic
Console Configurable Features in Salesforce Classic

Turn On the History Component for a Salesforce Console in Salesforce Classic

If a console is set up, you can add the History component to the footer so that users can quickly access
recent primary tabs or bookmarks without having to search Salesforce.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To turn on the History component: Customize Application

Note With Summer ’15, Most Recent Tabs was renamed History and bookmarks were added to it to
give you a more streamlined experience for finding and retrieving tabs. These features aren’t
available in Internet Explorer® 7 and 8.

1. From Setup, enter Apps in the Quick Find box, then select Apps.
2. Select a Salesforce console app.
3. Click Edit.
4. In Choose Console Components, add History to Selected Items.
5. In Align Custom Console Component, choose whether the component will appear in the footer’s
right or left side.
6. Click Save.

See Also
View Bookmarks or Recently Used Tabs in a Salesforce Console in Salesforce Classic
Console Configurable Features in Salesforce Classic

Turn On Multi-Monitor Components for a Salesforce Console in Salesforce Classic

If a console is set up, multi-monitor components are turned on so that you can move portions of a

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 Salesforce Console Salesforce Console in Salesforce Classic

console to different areas of your screens to help you work best.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To turn on multi-monitor components: Customize Application

With multi-monitor components, you can pop out primary tabs or Open CTI SoftPhones from browsers
and drag them across multiple monitors. You can also move the History component, Chats (but not the
footer component), and any console components included in a console’s footer.

1. From Setup, enter Apps in the Quick Find box, then select Apps.
2. Select a console app.
3. Click Edit.
4. If multi-monitor components are turned off, click Enable Multi-Monitor Components.
5. Click Save.

Note Popped out items close and lose their positions on screen when you log out of Salesforce,
click Setup, click a link to leave a console, or refresh or close browsers.

Tip To pop out components, you might need to update these settings in your browser: (1) allow
popup windows; (2) set links to open in new windows, not tabs.

See Also
Guidelines for Working with Salesforce Console Multi-Monitor Components in Salesforce Classic
Console Configurable Features in Salesforce Classic

Turn On Knowledge for a Salesforce Console in Salesforce Classic

If Salesforce Knowledge is set up, you can turn on the Knowledge sidebar so that users working on cases
can automatically see relevant knowledge articles that can help them close cases faster.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To turn on the Knowledge sidebar: Customize Application

Important You must have Salesforce Knowledge set up in your Salesforce org before you can add it
to a console. Knowledge articles appear based on matching words typed into a case’s Subject.

1. From the object management settings for cases, go to Page Layouts.

2. Click Edit next to a page layout.
3. Click Layout Properties.
4. Check Knowledge Sidebar, and click OK.
5. Click Save.

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Repeat these steps for each case page layout assigned to console users.

See Also
Find Object Management Settings
Console Configurable Features in Salesforce Classic

Custom Console Customization Components in Salesforce Classic

Create components to customize, extend, or integrate the Salesforce Console with other systems.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Components let you display many types of data in the footer, sidebars, highlights panels, and interaction
logs of a console. You can create components to solve a variety of business problems and to display
items, such as:

• Third-party apps
• Chat or Softphone widgets
• Content when users view specific pages
• Contextual information alongside records
• Custom highlights panels or interaction logs
• Content when users click a customizable button in the footer

Components let you get creative with a console and build what your users need to do their jobs. To
create components, you can use Visualforce, canvas apps, lookup fields, related lists, or report charts.
You can also use Canvas or the Console API to build components. Both technologies are JavaScript APIs
that let developers extend or integrate a console. The Console API provides you with programmatic
access to a console to do things like open and close tabs to streamline business processes, whereas
Canvas helps you integrate a console with external applications that require authentication methods.

Note Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in
Salesforce Classic console apps when third-party cookies are disabled. See Visualforce Limitations in
Salesforce Classic When Third-Party Cookies are Blocked.

For more information about canvas apps or the toolkit, see Canvas Developer Guide and the Salesforce
Console Developer's Guide.

Create Console Components in Salesforce Classic

Developers and administrators typically follow these steps when creating components for a Salesforce
console.
Console Component Implementation Tips in Salesforce Classic

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 Salesforce Console Salesforce Console in Salesforce Classic

Before you create a component for a Salesforce console, review these tips.
Add Console Components to Page Layouts in Salesforce Classic
After you create a console component, you can add it to page layouts so that users can access it from a
sidebar in a Salesforce Console.
Add Quick Actions to the Console Sidebar in Salesforce Classic
Add custom quick actions to the console sidebar to let support agents easily create, update, and
search for records associated with cases. Quick actions are added as console components.
Sidebar Styles for Console Components in Salesforce Classic
When administrators add components to page layouts, they choose the sidebar style in which to
display the components in a Salesforce Console.
Add Console Components to Apps in Salesforce Classic
After you create a console component, you can add it as a button in the footer of Salesforce console
so users have access to it.
Assign a Console Component to an App in Salesforce Classic
After you add a console component to Salesforce Console apps, you must assign it to each console for
user access.

Create Console Components in Salesforce Classic

Developers and administrators typically follow these steps when creating components for a Salesforce
console.

Even though you can create a variety of console components to solve many types of business problems,
the process for creating components generally follows these steps.

Note Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in
Salesforce Classic console apps when third-party cookies are disabled. See Visualforce Limitations in
Salesforce Classic When Third-Party Cookies are Blocked.

1. Developers create a Visualforce page or a canvas app.

2. Administrators add the Visualforce page or canvas app to page layouts to display content on specific
pages or console apps to display content across all pages and tabs.
3. Administrators who add a component to page layouts choose the sidebar in which the console
displays, such as right, left, top, or bottom, then select whether to add multiple components to a
sidebar and arrange them as either a stack, tabs, or accordion
4. Administrators who add a component to apps specify the look and feel of the button used to access
the component from the console’s footer, then assign the component to each console where they
want users to access it
5. Users view the component when they access page layouts or click a button in the footer of a console.

See Also
Console Component Implementation Tips in Salesforce Classic
Add Console Components to Page Layouts in Salesforce Classic
Add Console Components to Apps in Salesforce Classic

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Salesforce Console Salesforce Console in Salesforce Classic

Console Component Implementation Tips in Salesforce Classic

Before you create a component for a Salesforce console, review these tips.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Behavior and Access Tips

• You can’t add canvas app components to AppExchange packages.

• When you update records on primary tabs or subtabs, components don’t refresh automatically.
• If you change the Height or Width of a console component, refresh your browser to see your updates.
• Report chart components aren’t available to developers using the Salesforce Metadata API or for
migration between sandbox and production instances.

Page Layout Tips

• If you’re assigned to a Sales Cloud User Permission or Service Cloud User feature license, you can add
components to page layouts.
• After you turn off the highlights panel or interaction log on a page layout, you can add a component to
the Top Sidebar or Bottom Sidebar of primary tabs.
• If you want a component to display across all the subtabs on a primary tab, add the component to the
Primary Tab Components section on page layouts. If you add a component to the Subtab Components
section on page layouts, the component displays on individual subtabs.
• If you edit a page layout in the console, such as adding a primary tab component like an interaction
log, the updated layout isn’t displayed until the page is closed and then reopened in a new primary
tab.
• If Salesforce Knowledge is enabled and the Knowledge sidebar is turned on, don't add a component
to the Right Sidebar of case page layouts, otherwise the Knowledge sidebar displays over components.

Visualforce Tips

• Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in
Salesforce Classic console apps when third-party cookies are disabled. See Visualforce Limitations in
Salesforce Classic When Third-Party Cookies are Blocked.
• For each page layout, you can use a Visualforce page as a component one time.
• If Visualforce pages are assigned to page layouts as components, you can’t delete them.

• Visualforce pages don’t refresh when you click and select Refresh all primary tabs or Refresh all
subtabs.
• If you enable clickjack protection for Visualforce pages in your organization’s security settings,

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Visualforce pages don’t display correctly.

• Unlike other Visualforce pages, you don't have to set the standard controller on components to the
object whose page layout you're customizing.
• If you add showHeader=true to a Visualforce page, you can add a 15-pixel gap to the right and left
sides of a component to visually indicate its location in a sidebar. For example, <apex:page
standardController="Contact" showHeader="false" title="List of Cases"> .
• When Visualforce pages are used as components, two URL parameter values are passed automatically:

Parameter Name Parameter Value Description

id A case-sensitive 15-character The ID of the detail page in which the

alphanumeric string that uniquely component displays.
identifies a record. This parameter is only passed if the ID
is available.

inContextPane true Indicates the Visualforce page displays

as a component in a Salesforce
console.

See Also
Create Console Components in Salesforce Classic

Add Console Components to Page Layouts in Salesforce Classic

After you create a console component, you can add it to page layouts so that users can access it from a
sidebar in a Salesforce Console.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To add custom console components: Customize Application

To create Visualforce pages: Customize Application

To manage canvas apps: Customize Application

1. From the object management settings for the object whose page layout you want to edit, go to Page
Layouts.
2. Click Edit next to a page layout.
3. Click Custom Console Components.
4. Next to the sidebar in which you want to add your component, choose how to display and organize
your components by Style.
5. Specify the size of the sidebar in the console by selecting height or width, and typing its percentage or
number of pixels. When the height or width of the sidebar is below the following number of pixels,
these components types automatically hide because they become too difficult to read:
• Knowledge One - 250

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• Lookups - 150
• Related lists - 200
• Report charts - 150
• Experience Cloud site 360 - 400
6. Under Type, choose whether your component is a Visualforce Page, Canvas App, Lookup, Related List,
or Report Chart. Before you can choose a Report Chart, add it to the page layout and make sure it’s in
a folder that’s shared with users who need access.

Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in
Salesforce Classic console apps when third-party cookies are disabled. See Visualforce Limitations in
Salesforce Classic When Third-Party Cookies are Blocked.

• If the Knowledge tab is set up in your Salesforce org, add the Knowledge One component to case
pages so agents can easily find and work with articles.
• If your org uses entitlement management, add the Milestone Tracker to case pages so agents can
see the latest information on milestones related to cases they’re working with.
• If you have topics enabled for an object, add the Topics component so users can view, add, and
delete topics on the records they’re working with.
• Add the Files component to case pages so support agents can use drag-and-drop to quickly attach
files to cases, see files that are already attached, and include attached files to case emails.
• If your org uses Knowledgeable People and topics on objects, add the Case Experts component to
case page layouts so agents can easily collaborate with colleagues who have expertise in specific
areas.

Note Case Experts is available through a pilot program. For information on enabling Case
Experts for your org, contact Salesforce.

• Add the Customer Insights component if you’ve enabled Customer Insights in a site, and assigned it
to the correct profiles.
Since page layouts are limited to two report charts, you can add up to two report charts to a sidebar.
You can add up to five components to a sidebar and a maximum of eight components to a page
layout. Any canvas app components you add can’t be added to AppExchange packages.
7. Under Component, set the details:

• For Visualforce pages or canvas apps, click under Component to find and select your
component.
• If your component is a lookup field, related list, or report chart, choose the field, list, or chart’s
name. Optionally, you can add more fields to look up components by defining objects’ mini page
layouts. You can also hide report charts and related lists from pages where they appear as
components to prevent duplicate information from showing. If you want to reorder related lists, do
so from page layouts. Related list components don’t display custom buttons.
8. Under Label, type the name for your component to display to console users from the sidebar. If you
don’t type a label for a report chart, the report chart’s name is used.
9. Specify the size of the component in the sidebar by selecting height or width, and typing its
percentage or number of pixels. If you don’t specify a height or width, the component is automatically
sized to appear correctly in a console.

Autosize Components is available for components with the Stack style. It’s selected by default so that

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when users resize browsers, Stack components fit nicely in sidebars. Salesforce chooses a minimum
height and width for Stack components, and you can’t change those values. The fit-automatically
option is unavailable for Visualforce pages, and canvas apps.

10. Click Save.

See Also
Sidebar Styles for Console Components in Salesforce Classic
Add a Report Chart to a Page Layout
Find Object Management Settings
Set Up Customer Insights

Add Quick Actions to the Console Sidebar in Salesforce Classic

Add custom quick actions to the console sidebar to let support agents easily create, update, and search
for records associated with cases. Quick actions are added as console components.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To create, edit, and delete actions and page Customize Application

layouts, and to add custom console components:

Create the quick actions before adding them to the Case page layouts in the console.

1. From Setup, enter Page Layouts in the Quick Find box, then select Page Layouts under Cases.
2. Select a page layout to work with.
3. Click Custom Console Components.
4. Scroll to the sidebar section where you want to add the quick action component. For example, to add
it to the left sidebar, go to the Left Sidebar section.
5. Configure the quick action component:
• Field: Select the record field that the quick action affects. For example, if the quick action creates a
contact record, select the Contact field.
• Enable Linking: If selected, support agents can associate this record with a case. For example, a
support agent can create a contact and link it to a case.
• Create Action: Select the “Create” quick action. This quick action lets support agents create a
record.
• Update Action: Select the “Update” quick action. This quick action lets support agents update a
record.
6. Add more quick action components as needed.
7. Click Save.

See Also
Add Console Components to Page Layouts in Salesforce Classic

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Salesforce Console Salesforce Console in Salesforce Classic

Sidebar Styles for Console Components in Salesforce Classic

When administrators add components to page layouts, they choose the sidebar style in which to display
the components in a Salesforce Console.

The following sidebar styles are available for console components on page layouts.

Multi-Component Type Description

Stack
A content area with multiple frames.

Tabs
A single content area with a list of multiple panels.

Accordion
A collapsible content area.

This style is only available for vertical sidebars.

See Also
Add Console Components to Page Layouts in Salesforce Classic

Add Console Components to Apps in Salesforce Classic

After you create a console component, you can add it as a button in the footer of Salesforce console so
users have access to it.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To add custom console components: Customize Application

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 Salesforce Console Salesforce Console in Salesforce Classic

USER PERMISSIONS NEEDED

To create Visualforce pages: Customize Application

To manage canvas apps: Customize Application

Note Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in
Salesforce Classic console apps when third-party cookies are disabled. See Visualforce Limitations in
Salesforce Classic When Third-Party Cookies are Blocked.

1. From Setup, enter Custom Console Components in the Quick Find box, then select Custom
Console Components.
2. Click New.
3. Type a name for your component.
4. In Button Name, type the label to display on the button users click to launch your component. For
example, Chat .
5. In Button CSS, enter the in-line style used to define how the button looks to users who click it to
launch your component. The styles supported include font, font color, and background color.
6. Type the width of the button to display in the console.
7. In Component, select Visualforce Page or Canvas App, and either type the name of your component,

or click to find and select it.

Tip You can include Lightning components in Visualforce pages. See Lightning FAQ.

8. Type the height and width of the window used to display your component in the console.
9. To prevent users from changing the dimensions of the window used to display your component, click
Fixed Width or Fixed Height.
10. Click Save.

Before users can access your component, you must assign it to a console. See Assigning a Custom
Console Component to an App.

See Also
Assign a Console Component to an App in Salesforce Classic

Assign a Console Component to an App in Salesforce Classic

After you add a console component to Salesforce Console apps, you must assign it to each console for
user access.

REQUIRED EDITIONS

USER PERMISSIONS NEEDED

To assign custom console components to an app: Customize Application

1. From Setup, enter Apps in the Quick Find box, then select Apps.

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 Salesforce Console Salesforce Console in Salesforce Classic

2. Select a console app.

3. Click Edit.
4. In Choose Custom Console Components, add any available components to your app.

In Align Console Components, choose whether to align components to the left or right of the console’s
footer.

5. Click Save.

See Also
Add Console Components to Apps in Salesforce Classic

Work with a Salesforce Console in Salesforce Classic

Get more done faster using a console’s enhanced interface to work with records.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Unlike standard Salesforce pages, all items you click in a console display as tabs. Along with the efficiency
of tab-based navigation, a console helps you:

• Work with many records simultaneously

• View most recently used tabs and bookmarks
• Resize pinned lists to see more information
• Navigate more quickly using keyboard shortcuts
• Work across multiple monitors

A console’s dashboard-like interface organizes related data all on one screen so that you can:

• Search for records

• Jot notes on records using the interaction log
• See when records you’re viewing have been edited by others
• Use a SoftPhone to make and receive calls

Additionally, with a Salesforce console for service, you can:

• Find Salesforce Knowledge articles to solve cases

• Chat with customers

Note If your Salesforce admin adds custom console components, additional functionality is
available for you in the sidebars and footers of a console.

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Salesforce Console Salesforce Console in Salesforce Classic

Learn How to Navigate the Salesforce Classic Console

Learn about how to navigate your console efficiently.

Tabs and Navigation in the Salesforce Classic Console

Any items you click on in a console display as tabs. Tabs let you see all the information you need on
one screen without losing context.
View Bookmarks or Recently Used Tabs in a Salesforce Console in Salesforce Classic
If set up by your Salesforce admin, you can quickly access any primary tabs that you’ve bookmarked or
recently used in a console without having to search Salesforce.
Resize and Minimize Pinned Lists in a Salesforce Console in Salesforce Classic
If an administrator has turned on pinned lists and chosen where they display on screen, you can resize
and minimize the lists.
Guidelines for Working with Salesforce Console Multi-Monitor Components in Salesforce Classic
Move portions of a console to different areas of your computer screens so that you can view data in
ways that help you work best.

Tabs and Navigation in the Salesforce Classic Console

Any items you click on in a console display as tabs. Tabs let you see all the information you need on one
screen without losing context.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Console Tabs

(1) The navigation tab lets you select objects and records to work with. (2) Primary tabs display the main
work items in a console, such as an account. (3) Subtabs display related items on a primary tab, such as
an account’s contact. Use tabs to navigate within the console as you do your work.

Warning Browsers’ back buttons aren’t supported for a console and might not work as expected.

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 Salesforce Console Salesforce Console in Salesforce Classic

Console tabs are saved in browser tabs until you close them. When you close browser tabs, you lose
any open console tabs. If your administrator sets up saved user sessions for a console, when you log
back into Salesforce, any of your previously open console tabs and console components
automatically appear again. Also, if you resize any sidebar components, interaction logs, or close the
global search header, those customizations appear again too. If you log out of Salesforce and log in
again using the same window, your previously open tabs reopen in the new session, even when
Save User Sessions is disabled.

1. Salesforce Console Navigation Tab in Salesforce Classic

Use the navigation tab to select an object and view its home page.
2. Work with Salesforce Console Primary Tabs and Subtabs in Salesforce Classic
Learn how you can get the most out of working with a console’s primary tabs and subtabs.

Salesforce Console Navigation Tab in Salesforce Classic

Use the navigation tab to select an object and view its home page.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

A Console’s Navigation Tab

Each console displays one navigation tab. Your administrator determines the list of objects you can
choose from a navigation tab, but if it’s turned on for you, you can click Customize My Tabs to hide,
display, and organize the objects.

Most object home pages selected from a navigation tab display list views, which automatically appear as
enhanced lists. A navigation tab doesn't display forecasts, ideas, answers, connections, portals, console,
or buttons for customizing your Salesforce org.

Work with Salesforce Console Primary Tabs and Subtabs in Salesforce Classic

Learn how you can get the most out of working with a console’s primary tabs and subtabs.

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Salesforce Console Salesforce Console in Salesforce Classic

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

A Console’s Primary Tabs and Subtabs

(1) A primary tab is the main item to work on, such as an account. (2) A subtab is a related item on a
primary tab, such as an account’s contact. Salesforce doesn't limit the number of tabs you can display.

When viewing tabs, appears on tabs where you haven't saved changes, except for reports, Visualforce
pages, or your Salesforce org’s setup pages. appears on tabs where you need to fix errors. If your
administrator has added external domains to a console’s allowlist, tabs can display pages outside of
Salesforce. New tabs don’t appear when you click a custom button or change a record's type, owner, or
territory; instead, the current tab goes to the item you selected.

You can do a variety of things with tabs from the tab bar by clicking and selecting an option, such as
closing tabs, refreshing tabs, showing keyboard shortcuts, and more. To rearrange a tab, drag it to a new
position along the tab bar. Tabs maintain their status as primary tabs or subtabs, meaning that you can’t
move primary tabs to the subtabs bar or vice versa. Rearranging tabs isn’t available for Internet Explorer®
7.

If your administrator has turned on multi-monitor components, you can pop out primary tabs from your

browser and drag them to any location on your screen to personalize the way you work. Just click and

select Pop out primary tabs. To return primary tabs to their original browser, click and select Pop
tabs back into console.

To copy the URL of a console tab and send it to another user, click and select next to the tab’s
name. If you’re sending the URL to a non-console user, choose to create a standard Salesforce URL from
the Link to Share dialog box. Then, press CTRL+C to copy the URL. To add a new tab to your console in

which to paste a URL you’ve copied, click . In the text box, press CTRL+V to paste the URL, then click
Go!. You can paste a console URL or a standard Salesforce URL into a new tab.

To pin a frequently visited primary tab to the tab bar for quick access, click and select . When a tab

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is pinned, it’s moved to the front of the tab bar and its text is removed to provide more screen space. To

unpin a tab, click and select .

To bookmark a favorite or occasionally visited tab for quick access, click and select . When a tab is
bookmarked, it’s moved to the History component in the footer (formerly named Most Recent Tabs). To

remove a bookmarked tab, click and select , or click Remove next to the tab in the History
component. See View Bookmarks or Recently Used Tabs in a Salesforce Console in Salesforce Classic.

Warning If you click Cancel on a newly created item that you haven't saved, the item and its tab are
deleted and aren’t sent to the Recycle Bin.

Note If your Salesforce admin adds custom console components, additional functionality might be
available for you to work with in the sidebars next to tabs.

Tip To reopen the last tab you closed, press SHIFT+C or click and select Reopen last-closed tab.
You can reopen up to ten closed tabs.

View Bookmarks or Recently Used Tabs in a Salesforce Console in Salesforce Classic

If set up by your Salesforce admin, you can quickly access any primary tabs that you’ve bookmarked or
recently used in a console without having to search Salesforce.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Note With Summer ’15, Most Recent Tabs was renamed History and bookmarks were added to it to
give you a more streamlined experience for finding and retrieving tabs. These features aren’t
available in Internet Explorer® 7 and 8.

1. To view any bookmarked or recently used primary tabs, click History in the console’s footer.
2. Click the Bookmarks or Recent Tabs column and select a tab.

You can get each tab’s URL to send it to another user, or remove bookmarks and clear recently used
tabs to start from scratch. Next to each recent tab, you can access up to ten subtabs when they’re
available. Items that don’t display as tabs, such as meeting request overlays, don’t display in the
History footer.

See Also
Work with Salesforce Console Primary Tabs and Subtabs in Salesforce Classic
Work with a Salesforce Console in Salesforce Classic

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Salesforce Console Salesforce Console in Salesforce Classic

Resize and Minimize Pinned Lists in a Salesforce Console in Salesforce Classic

If an administrator has turned on pinned lists and chosen where they display on screen, you can resize
and minimize the lists.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

• To resize a pinned list, click the right or bottom margin of the list and drag it to the size you want.
• To minimize a pinned list, click the arrow on the right or bottom margin.
• To display the list again, click the arrow once more. If you haven't yet selected a record from a list, the
list automatically displays full screen.

See Also
Work with a Salesforce Console in Salesforce Classic

Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic

Keyboard shortcuts let you quickly perform actions by pressing keys instead of having to use a mouse.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Keyboard shortcuts can make working with a console more efficient. For example, instead of typing case
details and then using a mouse to click Save, an administrator can create a shortcut so that you can type
case details and press Ctrl+S to save cases without switching to your mouse. Only administrators can
create or customize shortcuts.

To view an overlay that lists shortcuts for a console, press Shift+K or click and select Show Keyboard
Shortcuts. If a shortcut appears dimmed on the overlay, it hasn’t been enabled or it’s been customized.

Keyboard shortcuts aren’t case sensitive, even when you press Shift before a letter key. For example,
Shift+b is the same as Shift+B. If Ctrl, Alt, or Shift is in a keyboard shortcut, the sequence of those keys
doesn’t matter. For example, Ctrl+Alt+A is the same as Alt+Ctrl+A.

See Also
Work with a Salesforce Console in Salesforce Classic

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Salesforce Console Salesforce Console in Salesforce Classic

Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic

These shortcuts are automatically available for a console, and an administrator can customize or turn
them off.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Command Description Shortcut

Enter keyboard Activates keyboard shortcuts in a browser displaying Esc

shortcuts mode a console.

Go to the navigation Selects the navigation tab. V

tab

Go to field on tab Selects details on a tab. Shift+S

Go to the primary tabs Selects the row of primary tabs. P

Go to the subtabs Selects the row of subtabs on a primary tab. S

Go to list view Selects the list view. N

Go to the first list view Selects the first item on the list view. Shift+F
item

Go to header search Moves the cursor to the header search box. R

box

Go to footer F+Right Arrow or Left

Moves the cursor to footer components. Arrow+number

Enter a number from 1 through 9.

Note Not supported for Microsoft® Internet

Explorer® versions 7 or 8 or for right-to-left
languages. If you choose the Macros or
Presence component, press Esc to move the
cursor to other components.

Move left Moves the cursor left. Left Arrow

Move right Moves the cursor right. Right Arrow

Move up Moves the cursor up. Up Arrow

Move down Moves the cursor down. Down Arrow

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Salesforce Console Salesforce Console in Salesforce Classic

Command Description Shortcut

Open item in an
inactive tab Opens the selected item in a new tab without Windows: Ctrl+Mouse
shifting focus. Click

macOS: Cmd+Mouse
Note Not supported for Microsoft® Internet
Click
Explorer® 11 or Microsoft® Edge.

Open drop-down Opens the drop-down button on tabs to select D

button on tabs more actions.

Open tab Opens a new tab. T

Close tab Closes a selected tab. C

Reopen last-closed tab Reopens the last-closed primary tab. Shift+C

Refresh tab Refreshes a selected tab. Shift+R

Enter Activates a command. Enter

Get link to share Opens the Link to Share dialog box on the selected U
tab.

Show keyboard Opens an overlay that lists keyboard shortcuts. Shift+K

shortcuts

Edit Switch from detail to edit page. E

Save Saves changes to the selected tab. Ctrl+S

Hide or show pinned Toggles the appearance of a pinned list. Shift+N

list

Hide or show left Toggles the appearance of the left sidebar and any Shift+Left Arrow
sidebar of its components (this shortcut only works on the
primary tab).

Hide or show right Toggles the appearance of the right sidebar and any Shift+Right Arrow
sidebar of its components (this shortcut only works on the
primary tab).

Hide or show top Toggles the appearance of the top sidebar and any Shift+Up Arrow
sidebar of its components (this shortcut only works on the
primary tab).

Hide or show bottom Toggles the appearance of the bottom sidebar and Shift+Down Arrow
sidebar any of its components (this shortcut only works on
the primary tab).

Zoom in or out on Zooms in or out on primary tabs by toggling the Z

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Salesforce Console Salesforce Console in Salesforce Classic

Command Description Shortcut

primary tabs appearance of the header, footer, and pinned list.

See Also
Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic
Work with a Salesforce Console in Salesforce Classic
Keyboard Shortcuts for Lightning Console Apps

Guidelines for Working with Salesforce Console Multi-Monitor Components in Salesforce

Classic

Move portions of a console to different areas of your computer screens so that you can view data in ways
that help you work best.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

After a Salesforce admin turns on multi-monitor components, you can pop out and drag primary tabs
and Salesforce Open CTI softphones to other locations on your screens. You can also move the History
component, Chats (but not the footer component), and any custom console components or Canvas
components in a console’s footer. To use multi-monitor components, you might need to update your
browser’s settings to: (1) allow popup windows; (2) open links in windows, not tabs.

To pop out and drag primary tabs, click and select Pop out primary tabs. To return primary tabs to

their original browser, click and select Pop tabs back into console.

To pop out and drag components in a console’s footer, click the items and select . To return items to

their original browser, click . To refresh a popped out footer component, right-click on it and choose
Reload or Refresh. When you refresh a popped out footer component, it’s returned to the console’s
footer.

If pinned lists are set up, a playground appears as a blank area next to lists and it says Drag Footer
Components Here. Use this area to keep track of Salesforce windows among several applications on
your screens.

Important Popped out items close and lose their positions on your screens when you: (1) log out of
Salesforce; (2) click Setup; (3) click a link to leave a console; (4) refresh or close your browsers.

Tip Any items popped out of the console have blue headings to help you locate them among other
windows on your screens.To use keyboard shortcuts from popped out components, focus on the

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Salesforce Console Salesforce Console in Salesforce Classic

correct window. For example, if you’re focused on a window with the navigation tab, the default
shortcut to go to primary tabs, key command P, won’t work.

See Also
Work with a Salesforce Console in Salesforce Classic

Work with Records in the Salesforce Console in Salesforce Classic

Working with records in the console is super easy.

Add Notes to Records in a Salesforce Console in Salesforce Classic

The interaction log helps you quickly add notes to records on a console’s primary tabs.
Push Notifications in a Salesforce Console in Salesforce Classic
Push notifications are visual indicators that appear when a record or field you’re viewing was changed
by others.

Add Notes to Records in a Salesforce Console in Salesforce Classic

The interaction log helps you quickly add notes to records on a console’s primary tabs.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

USER PERMISSIONS NEEDED

To view the interaction log: Read on tasks

To save notes in the interaction log: Edit on tasks

If you're assigned to an interaction log layout, you can access the log from a console’s footer. Logs appear
on items that have an Activity History related list, such as accounts and contacts, but not solutions. Logs
aren’t available for reports, dashboards, Salesforce CRM Content, the Article Management tab, or
Visualforce pages.

• To show or hide the interaction log, hover over the log’s border and click or .
• To resize the interaction log and a detail page, drag the bar in between them.
• To help you quickly save notes on customers, when a contact appears on a subtab, the contact’s name
is added to the log’s Name. However, you can change the Name before you save a log.

When you click Clear Log to remove notes or a Subject, any saved notes aren’t removed—they’re stored
on the record’s Activity History related list. For easy review and retrieval, all logs are saved as tasks on
records’ Activity History related list.

Administrators can customize the fields that appear on logs.

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Salesforce Console Salesforce Console in Salesforce Classic

If you use a SoftPhone, click Add Call Data to add a call’s date and time to the log. When screen popup
windows appear from inbound calls, click End Call to end the call and save any updates that you’ve
made to the log.

See Also
Work with a Salesforce Console in Salesforce Classic

Push Notifications in a Salesforce Console in Salesforce Classic

Push notifications are visual indicators that appear when a record or field you’re viewing was changed by
others.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

After a Salesforce admin configures push notifications, visual indicators for record or field changes
appear on lists and detail pages. When changes happen, detail pages automatically refresh and show
updates, or notifications appear as dialog boxes. Lists display notifications as:

Push Notifications for Lists

(1) Yellow when a record changes. (2) Blue if it’s the last item you viewed. (3) Bold and italic when a field
specified by an admin changes.

See Also
Work with a Salesforce Console in Salesforce Classic

Use a Softphone in the Salesforce Console in Salesforce Classic

A softphone in a console lets you view records related to phone calls, as well as receive, place, and
transfer calls.

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Salesforce Console Salesforce Console in Salesforce Classic

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

USER PERMISSIONS NEEDED

To view and use the softphone: Member of a call center

You can access a softphone if you're assigned to a call center.

• Click to display a softphone from the footer of a console.

• Use the interaction log to write notes in call logs. A call log is an activity record that automatically
generates when you use a softphone, and it tracks the phone number, caller, date, time, and duration
of the call. You can view call logs in the Activity History related list of any record associated with the
call.

Data doesn't always save properly when you: (1) Refresh your browser during a call; (2) use a softphone
in multiple browsers simultaneously; (3) switch to a softphone in a browser without a console.

You can hide the softphone by clicking , but you can’t move it away from the footer of a console. You
can also resize the height of a softphone by dragging the bar on top of it. When you click End Call, any
updates you've made to the interaction log are saved before the call ends.

See Also
Get to Know Your Softphone Features
Salesforce Call Center
Work with a Salesforce Console in Salesforce Classic

Find Knowledge Articles in a Salesforce Console in Salesforce Classic

If Salesforce Knowledge and the Knowledge sidebar is set up by an administrator, articles automatically
appear when you select a case in a console.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

USER PERMISSIONS NEEDED

To view Salesforce Knowledge articles: Read on the article's article type

To add Salesforce Knowledge articles to cases: Edit on cases

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To help you solve cases faster, suggested articles appear in the sidebar as you type details into a case’s
Subject. Only articles updated within the last 30 days appear, but you can view older articles by
specifying a search term or filtering search results.

• To filter articles by a specific category, language, or validation status, click and choose filter
options. To access these filters, validation status and multilingual articles must be enabled . An
administrator determines which languages are available for articles. The columns available in the
sidebar are New, Article Title, and Most Viewed. You can drag the bar in between the columns to
resize them, but you can't add, remove, or rearrange columns.

• To find articles to help you solve a case, click , type keywords into Search, and click Go.
• To attach an article to a case, click the checkbox next to the article and click Attach to Case. You can
only attach an article to a saved case. displays next to an article already attached to a case.
• To change the number of articles displayed, click the article count indicator in the lower left corner of
the sidebar and choose a setting. You can view 10, 25, 50, 100, or 200 articles at a time. When you
change this setting, you return to the first page of the list.

• To show or hide the sidebar, hover over the scrollbar and click or . You can drag the bar in between
the articles sidebar and a detail page to resize the width of either one.

See Also
Salesforce Knowledge Help and Resources

Use Chat in the Salesforce Console in Salesforce Classic

Fully integrate Chat with the Salesforce console.

For more information, check out Chat for Support Agents and Chat for Support Supervisors.

See Also
Chat for Support Agents
Chat for Support Supervisors (Salesforce Classic)

Salesforce Console in Lightning Experience

Get started with the Salesforce console in Lightning Experience.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for

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Salesforce Console Salesforce Console in Lightning Experience

certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

Use Lightning console apps to view multiple records and their related records on the same screen.
Quickly work through records from a list using split view. To open a Lightning console app, use the App
Launcher.

Lightning Console App User Interface

• The App Launcher (1) lets you switch between apps. To switch to another console app or back to a
standard app, use the App Launcher. The name of the app you’re currently in is displayed next to the
App Launcher.

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Salesforce Console Salesforce Console in Lightning Experience

• The navigation menu (2) displays the navigation item you currently have selected. To open the
navigation menu, click . From there, you can view or edit your navigation items. Selecting a
navigation item opens the navigation item’s home page. Objects open in table view . Opening a
record changes the view to split view . Once in split view, click the navigation item again to switch
back to table view, or use the Display as dropdown.
• Records open in workspace tabs, and related records opened from inside a workspace tab open in
subtabs (3). You can refresh, pin, customize, and close a tab using the tab menu . You can also open
navigation items in a new workspace tab by using Ctrl+click or Cmd+click.
• The split view panel (4) can be hidden with . Records opened from the split view panel open in new
workspace tabs.
• The utility bar (5) lets you access common processes and tools like History and Notes.

Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For
example, some features in Salesforce Classic console apps, such as push notifications and custom
keyboard shortcuts, aren’t available in Lightning console apps. Learn more. You can’t upgrade
Salesforce Classic console apps to Lightning Experience from Setup. To get started in Lightning
Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales
Console.

Tip Speed up your work flow! Download the Lightning Extension and turn on the Link Grabber
feature. The Link Grabber makes all Lightning links open in a new workspace tab instead of a new
browser tab.

What Features Are Available in Lightning Console Apps?

Lightning console apps don’t yet have full parity with Salesforce Classic console apps. Some features
available in Salesforce Classic console apps aren’t available in Lightning console apps.
Who Can Access Lightning Console Apps?
To access and use a Lightning console app, users must have the Lightning Console User permission
and their profile must be added to the Lightning console app.
Create and Edit a Custom Lightning Console App
Create custom console apps in Lightning Experience the same way that you create other Lightning
Apps. Use the App Manager in Setup to customize your app’s color and branding, add a utility bar and
items, configure navigation rules, and assign the app to user profiles. You can always come back and
edit your console app at any time.
Create and Assign Lightning Console Permission Sets
If your org has purchased Lightning Console permission set licenses, you can assign the licenses to
users with Salesforce Platform licenses to add access to Lightning console apps.
Customize Lightning Pages for Lightning Console Apps
Use the Lightning App Builder to create custom Lightning pages to ensure that your console users
always have the records they need in a layout that works best for them.
Personalize the Navigation Menu for Lightning Console Apps
Customize a console app’s navigation menu so that the user interface suits the unique way you work.
You can add and reorder items, and rename or remove items you’ve added.

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Defer Loading Inactive Lightning Console Workspace Pages

The Defer loading inactive console workspace pages setting improves performance by minimizing
extra page loads. For example, if this setting is enabled and you use a navigation rule to open a
workspace page, then the page doesn’t load until the user navigates to that page. This setting is
enabled by default.
Limit the Maximum Number of Loaded Lightning Console Tabs
To set the maximum number of loaded console tabs in a session, enable the Loaded Console Tab
Limit feature.
Customize Your Lightning Console App with Utilities
The utility bar is a great way to give your console users quick access to productivity tools, like
softphones and History. It appears as a fixed footer in your Lightning console app and opens utilities in
docked panels. Some utilities support pop-out, which lets them open in a new browser window.
Lightning Service Console
The Service Console is a standard Salesforce Lightning console app that meets all your service needs.
You can customize this app to make it your own.
Lightning Sales Console
The Lightning Sales Console is a standard Salesforce Lightning app that gives you all your sales tools at
your fingertips to prospect leads, close deals, and manage relationships.
Keyboard Shortcuts for Lightning Console Apps
Use keyboard shortcuts to work efficiently in Lightning console apps. Shortcuts help you navigate and
work with records faster and without using your mouse. You can use these shortcuts with your web
browser shortcuts.

See Also
Lightning Experience Console Limitations
Salesforce Console Developer Guide
Salesforce Console in Salesforce Classic
External Link: Download the Lightning Extension from the Chrome Web Store

What Features Are Available in Lightning Console Apps?

Lightning console apps don’t yet have full parity with Salesforce Classic console apps. Some features
available in Salesforce Classic console apps aren’t available in Lightning console apps.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

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Salesforce Console Salesforce Console in Lightning Experience

Note You can’t upgrade a Salesforce Classic console app to Lightning Experience. You can choose to
display or hide the app in the Lightning Experience App Launcher, but you can’t edit the app from
the App Manager page in Lightning Experience Setup. To get started in Lightning Experience,
customize these Salesforce-provided Lightning console apps: Service Console and Sales Console.
You can also recreate your Salesforce Classic console app in Lightning Experience, but using the
Salesforce out-of-the-box app is faster and easier.

Feature or Setting Available Available Notes

in in
Salesforce Lightning
Classic Experience
console console
apps? apps?

General functionality and customization

Split view placement Yes Yes

In Salesforce Classic, this feature is called
pinned lists, and you configure it with the
Choose List Placement setting.

In Lightning Experience, split view is

enabled by default, and users can open or
minimize split view. The Salesforce Classic
Pinned to Top setting isn’t available in
Lightning Experience.

Resizeable split view Yes No

In Salesforce Classic, you can adjust the
width of a pinned list.

In Lightning Experience, you can’t adjust

the width of split view.

Custom keyboard shortcuts Yes Partial In Lightning Experience, background

utility items can be used to customize
keyboard shortcuts.

Keyboard shortcut overrides Yes No

Interaction logs Yes No

Dynamic list updates (push Yes No

notifications)

Dynamic record updates (push Yes No

notifications)

Forget open tabs Yes No As a workaround, use a background utility

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Salesforce Console Salesforce Console in Lightning Experience

Feature or Setting Available Available Notes

in in
Salesforce Lightning
Classic Experience
console console
apps? apps?

item to control your tabs.

Tab limits Yes Partial In Lightning Experience, you can limit tabs
using background utility items.

Close all tabs Yes Partial

In Salesforce Classic, Close all primary

tabs is an option when selecting on the

tab bar.

In Lightning Experience, you can close all

tabs with the Shift+w keyboard shortcut.

Save user sessions Yes Different In Salesforce Classic, you can disable
saving user sessions. In Lightning
Experience, console apps always open the
tabs you last opened.

Tab preview on hover Yes No

Third-party domain workspace Yes Different Use the openTab or openSubtab

tabs and subtabs (allowed JavaScript API methods to open web tabs
domains) inside Lightning console apps. Third-party
domains must be allowlisted in the
Trusted URLs list to be used with openTab
and openSubtab in Lightning Experience.

Console API (JavaScript APIs Yes Different

for navigation and utilities) Two APIs interact with Salesforce console
apps: the Salesforce Console Integration
Toolkit (used in Salesforce Classic) and the
Lightning Console JavaScript API (used in
Lightning Experience).

For more information about both APIs,

see the Salesforce Console Developer
Guide.

Internet Explorer 11 support Yes Yes You can access Lightning console apps in
IE11, but expect significant performance
issues. We recommend using a different
browser. Keep in mind that support for

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Salesforce Console Salesforce Console in Lightning Experience

Feature or Setting Available Available Notes

in in
Salesforce Lightning
Classic Experience
console console
apps? apps?

IE11 ends on December 16, 2017, unless

you opt in to extend support. If you opt in
to Extended Support for IE11, you can
continue to use IE11 to access Lightning
Experience until December 31, 2020.

Utility functionality

Notes utility No Yes In Lightning Experience, use the Notes

utility to create, view, and associate notes
with records.

Background utility items No Yes Background utility items run without a

visible button in the utility bar. They add
functionality to a Lightning console app
without cluttering the user experience.

Support for multiple lines of Yes No

text

Component functionality

Region presentation—size Yes No

In Salesforce Classic, you can adjust the
size of a component. In Lightning
Experience, the page template for your
record page determines the size of the
component region. For example, the three
column page template provides a main
column width of 50%, and the side
columns widths are each 25%. You can’t
collapse or adjust region size. To view the
available page templates, create a page in
Lightning App Builder.

Pinned region in custom Yes No

templates

Multi-monitor—pop-out Yes No
workspaces In Salesforce Classic, this feature is called
multi-monitor components.

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Salesforce Console Salesforce Console in Lightning Experience

Feature or Setting Available Available Notes

in in
Salesforce Lightning
Classic Experience
console console
apps? apps?

Visualforce overrides Yes Partial

The delete action isn’t supported.

Lightning component overrides No Yes Action overrides that use Lightning

components for View, New, Edit, and Tab
are supported in Lightning console apps.
When a user performs an action that’s
overridden with a Lightning component,
the content from the custom action
appears in a tab or subtab. When the split
view is open, tab action overrides load the
Lightning component in a split-view
container that is 400-pixels wide.

Collapsible regions Yes No

Service Console functionality

Service-specific Setup flows No Yes In Lightning Experience, the Service

Console app comes with Service-specific
setup flows to get you up and running
quickly. The flows walk you through setting
up Email-to-Case, integrating with Twitter
and Facebook, creating an Experience
Builder site, and enabling Lightning
Knowledge, Chat, and Omni-Channel.

Knowledge component Yes Yes

In Salesforce Classic, this feature is called
the Knowledge One sidebar component.
In Lightning Experience, use Lightning App
Builder to add the Knowledge component
to the case page.

Lightning Knowledge is different from

Knowledge in Salesforce Classic. Learn
more.

Omni-Channel utility Yes Yes In Salesforce Classic, this feature is called

the Omni-Channel footer component.

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Salesforce Console Salesforce Console in Lightning Experience

Feature or Setting Available Available Notes

in in
Salesforce Lightning
Classic Experience
console console
apps? apps?

Chat Yes Yes

In Lightning Experience, Chat works a bit
differently. Learn more.

Chat is available only in the Lightning

Service Console app.

Sales Console functionality

Person accounts Yes Different

Lightning console apps support person
accounts with some differences.

Person accounts don’t have the same

three-column layout as business accounts.
Use the Lightning App Builder to create
the desired layout, and then assign it to
appropriate console app and the person
account record type.Person account
records that display in a contact’s Related
Record components are read-only.

https://help.salesforce.com/
articleView?id=console_lex_limitations.ht
m&language=en_US.

Forecasts No Yes In Lightning Experience, add forecasts to

your console app from the App Manager
in Setup.

See Also
Lightning Experience Console Limitations
Lightning Experience Roadmap

Who Can Access Lightning Console Apps?

To access and use a Lightning console app, users must have the Lightning Console User permission and
their profile must be added to the Lightning console app.

You can enable the Lightning Console User permission for the following user licenses.

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Salesforce Console Salesforce Console in Lightning Experience

User License Description

Salesforce
Access is enabled.

For users with Salesforce licenses, such as Sales Cloud and

Service Cloud feature licenses, the Lightning Console User
permission is enabled by default. You can’t disable the Lightning
Console User permission for users with a Salesforce user license.

Salesforce Platform
Available for an extra cost. Some restrictions apply. For more
information, contact your Salesforce account executive.

For users with Salesforce Platform licenses, you assign a

Lightning Console permission set license to enable the Lightning
Console User permission.

Note You can assign the Lightning Console permission set license only to users with a Salesforce
Platform license. For example, you can’t assign the Lightning Console permission set license to users
with Customer Community, Customer Community Plus, and Partner Community licenses. For more
information about which user licenses and products can purchase this permission set license,
contact your Salesforce account executive.

To add profiles to a Lightning console app, go to App Manager in Setup and edit the console app.

See Also
Create and Assign Lightning Console Permission Sets

Create and Edit a Custom Lightning Console App

Create custom console apps in Lightning Experience the same way that you create other Lightning Apps.
Use the App Manager in Setup to customize your app’s color and branding, add a utility bar and items,
configure navigation rules, and assign the app to user profiles. You can always come back and edit your
console app at any time.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

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 Salesforce Console Salesforce Console in Lightning Experience

USER PERMISSIONS NEEDED

To view apps: View Setup and Configuration

To manage apps: Customize Application

1. From Setup, in the Quick Find box, enter App , and then select App Manager.
2. Click New Lightning App, and walk through the New Lightning App wizard.
3. On the App Details and Branding page, give your app a name and description, set its primary branding
color, and give it a logo.

Tip The app description displays alongside the icon in the App Launcher. Make the description
meaningful to your users.

4. On the App Options page, select Console navigation. If you want to use Lightning Service Setup,
select Include Service Setup.
5. On the Utility Bar page, add any utilities that you want your console users to work with.
6. On the Select Items page, add the items you want to include in the console app.
7. On the Navigation Rules page, determine how you want records to open in your console app. Choose
an object and decide whether it opens as a workspace tab or as a subtab of a related record.

Tip Use navigation rules to keep your console users efficient. For example, define a rule so that
when a user clicks a contact, it opens as a subtab of that contact’s related account.

8. On the Assign to User Profiles page, select the profiles you want to access the console app.
9. Save your work.

See Also
Who Can Access Lightning Console Apps?
Customize Lightning Pages for Lightning Console Apps
Customize Your Lightning Console App with Utilities
Lightning Experience Console Limitations

Create and Assign Lightning Console Permission Sets

If your org has purchased Lightning Console permission set licenses, you can assign the licenses to users
with Salesforce Platform licenses to add access to Lightning console apps.

REQUIRED EDITIONS

Available in: Lightning Experience

Available for an extra cost in: Essentials, Professional, Enterprise, Performance, Unlimited, and
Developer Editions

USER PERMISSIONS NEEDED

To create permission sets: Manage Profiles and Permission Sets

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 Salesforce Console Salesforce Console in Lightning Experience

USER PERMISSIONS NEEDED

To assign permission sets: Assign Permission Sets

Note Users with Salesforce licenses, such as Sales Cloud and Service Cloud feature licenses, already
have the Lightning Console User permission enabled. You can’t disable this user permission for
these users. Don’t assign the Lightning Console permission set license to those with Salesforce user
licenses. These users can already access Lightning console apps.

Each Salesforce Platform license user needs a Lightning Console permission set license to use Lightning
console apps. Creating a Lightning Console permission set and assigning it to a user auto-assigns the
Lightning Console permission set license to that user.

Create a Lightning Console permission set that enables the following permission.

User Permission What It Enables

Lightning Console User Ability to access and work with Lightning console apps. Users
can access the apps from the Lightning Experience App
Launcher.

Create and assign the permission set to one or more Salesforce Platform users. You can assign the
permission set either one at a time or in bulk.

Important Complete these steps only if your org has purchased Lightning Console permission set
licenses.

1. Verify how many Lightning Console permission set licenses your Salesforce org has.
From Setup, enter Company Information in the Quick Find box, then select Company
Information and scroll down to Permission Set Licenses.You can see how many permission set licenses
are available and have already been assigned. You can also see how many types of permission set
licenses you have for different features.
2. Create the permission set.
a. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
b. Click New.
c. Enter Lightning Console for the name.
d. From the License dropdown menu, select Lightning Console.
e. Click Save.
The Permission Set Overview page shows the new permission set. Now add user permissions to the
set.
f. Click System Permissions to open the list of user permissions enabled by the Lightning Console
permission set. Then click Edit.
g. Enable Lightning Console User.
h. Click Save.
3. Assign the permission set.

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Salesforce Console Salesforce Console in Lightning Experience

a. Click Manage Assignments and then click Add Assignments.

b. Select the users with Salesforce Platform licenses who need access to Lightning console apps, then
click Done.
When you assign the permission set to users, Salesforce auto-assigns the Lightning Console
permission set license to those users.

After you assign the permission set, make sure to add the user’s profile to the Lightning console app. Go
to App Manager in Setup and edit the Lightning console app.

See Also
Who Can Access Lightning Console Apps?

Customize Lightning Pages for Lightning Console Apps

Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always
have the records they need in a layout that works best for them.

User Permissions Needed

To create and save Lightning pages in the Customize Application

Lightning App Builder:

To create custom Lightning pages, head over to the Lightning App Builder. When you’re done
customizing your Lightning page, assign the page to your console app.

Note In Lightning Experience, you control the appearance of your components differently than in
Salesforce Classic.

• Size—The page template for your record page determines the size of the component region. For
example, the Three Regions page template provides a main region width of 50%, and the side
region widths are each 25%. When you drag a component to a side region, its size is 25% of the
screen’s width. To view the available page templates, create a page in the Lightning App Builder.
• Presentation—To stack components, drag components onto a page region. To use tabs, first drag
the Tabs component onto the page, then drag components into the individual tabs. To group
components in collapsible sections, drag the Accordion component onto the page, then add
components into each section.

The following templates and components are useful in Lightning console apps.

Record Page Templates

The Three Regions template and the pinned region templates are designed with Lightning console apps
in mind. They feature a main region and two sidebars with fixed proportional widths. The main region is
50%, and the side region widths are each 25%. Three-region templates require more screen width to

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Salesforce Console Salesforce Console in Lightning Experience

display correctly. Three-region templates can display incorrectly on certain devices or monitors with low
resolutions.

Use the console pinned region templates to let your console users view and work with records while
navigating between subtabs. You can create record pages using one of the following pinned region
templates:

• Pinned Header
• Pinned Header and Left Sidebar
• Pinned Left Sidebar
• Pinned Left and Right Sidebars
• Pinned Right Sidebar (3 regions)

Note Pinned regions don’t support theming. For example, if you use custom theming to brand your
app with the color green, the pinned region doesn’t apply the green color.

Lightning Components

These components are useful in Lightning console apps.

Accordion
This component organizes your components into collapsible sections. You can have up to 25
sections, but we recommend no more than 10. You can put multiple components in each
section and customize the heading for each section.

Actions & Recommendations

This component lets users select steps from a to-do list that can include Next Best Action
recommendations, quick actions, screen flows, and field service mobile flows. For example,
when a user opens a flow in a console app, the action launches in a subtab of the associated
record. In a standard navigation app, it starts in a popup window. You can add this component to
Lightning pages for supported objects.

Customer Insights
This component informs console users on which Knowledge articles a customer has looked at. It
also shows if the customer has filed a case. As a result, console users don’t suggest articles that a
customer has accessed or open duplicate cases, decreasing customer frustration and improving
the support process.

Highlights Panel
This component displays record highlights along with action buttons. Use this component to
ensure that your console users can see critical information at a glance.

Knowledge
This component helps console users quickly find relevant Knowledge articles for their cases and

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Salesforce Console Salesforce Console in Lightning Experience

perform basic actions, such as attaching an article to a case.

This component provides similar functionality to the Knowledge Sidebar used in Salesforce
Classic consoles. To use this component, Lightning Knowledge must be enabled in your org.

Milestones
This component displays active, completed, and violated case milestones with a visual tracker.
Agents can use the component to drill down into case milestone details.

This component provides similar functionality to the Case Milestone tracker in Salesforce Classic.
To add this component, your org must have entitlements, an entitlement process, and
milestones set up. The component supports only Case Milestones and doesn’t support Object
Milestones. You can add it only to case pages.

Path
This component displays a visualize representation of a business process. Use this component to
guide your users through an object’s life cycle. In the Service Console, you can set up a path for
cases. In the Sales Console, you can set up a path for opportunities, leads, quotes, contracts, and
orders.

Related List - Single

This component displays a single related list for a record, including lists from a parent record.

For example, use this component to display Activity History front-and-center on all case pages, or
even display cases for a parent contact.

Tip To increase console efficiency, use this component to add the Files related list to record
pages. With the Files related list, console users can drag files directly onto the related list.

Related Record
This component displays details for related records, including parent records.

Behind-the-scenes, this component uses actions to provide your console users with built-in
record creation and in-line edit. Console users can update records, create records, and link
records—all without leaving the page.

For example, you can configure this component to show details about an associated contact on
a case, or even the details of a case’s parent case.

This component provides similar functionality to the Lookup component used in Salesforce
Classic consoles.

Tip To change the displayed fields for the Related Record component, customize the
associated action in Setup. If you don’t see the action or can’t modify it, create a new one.
The Service Console app comes with a default page for cases that includes Case Details and

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Salesforce Console Salesforce Console in Lightning Experience

Contact Details information. This information is displayed using Related Record

components. The quick actions used with these components can’t be modified because
they’re provided by default. To customize the fields, first go to Setup and create a new quick
action. Then modify the quick action layout. In Lightning App Builder, update the Related
Record component to specify your action.

See Also
Flow Builder for Service and the Actions & Recommendations Component

Personalize the Navigation Menu for Lightning Console Apps

Customize a console app’s navigation menu so that the user interface suits the unique way you work. You
can add and reorder items, and rename or remove items you’ve added.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, and Unlimited Editions

To personalize your navigation items, click the pencil icon on the navigation menu.

Note Admins define which default items are available in an app’s navigation menu, but you can
change certain parts of the user interface on your own. You can add items to the item menu, and
rename or remove the items you add. You can’t rename or remove default items that your admin
specified for the app, including any custom or standard objects.

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 Salesforce Console Salesforce Console in Lightning Experience

1. To reorder the items already in your navigation menu, drag them.

2. To remove items you’ve added, click the “x” icon next to the item. You can’t remove items that your
admin has specified for the app.
3. Add items to your navigation menu. Click Add More Items. Search through all available items in your
org, and choose what to add. After you make your selections, you can reorder or remove items before
saving your changes. You can’t rename or remove items that your admin has specified for the app.

Defer Loading Inactive Lightning Console Workspace Pages

The Defer loading inactive console workspace pages setting improves performance by minimizing extra
page loads. For example, if this setting is enabled and you use a navigation rule to open a workspace
page, then the page doesn’t load until the user navigates to that page. This setting is enabled by default.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

USER PERMISSIONS NEEDED

To enable or disable this setting: Customize Application

Note Regardless of whether the setting is enabled or disabled, content in pinned regions is always
considered active and loads immediately.

This setting can cause customizations that rely on immediately loading a workspace page, such as a timer
that starts when a page opens, to function improperly. Before you turn off this setting, consider
refactoring your code using the Lighting Console API so that the functionality isn’t dependent on the
page immediately loading. Turning off the setting can have a negative effect on console performance.

To turn off this setting, from Setup, in the Quick Find box, enter Console Settings , and then select
Console Workspace Page Loading Preference. Turn off Defer loading inactive console workspace
pages.
See Also
Limit the Maximum Number of Loaded Lightning Console Tabs

Limit the Maximum Number of Loaded Lightning Console Tabs

To set the maximum number of loaded console tabs in a session, enable the Loaded Console Tab Limit
feature.

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 Salesforce Console Salesforce Console in Lightning Experience

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

To improve memory usage and the scalability of console sessions, set the maximum number of loaded
console tabs. Open tabs that exceed the limit stay open, but they only reload their content when you
click them.

When this feature is enabled, it doesn’t unload your currently open console tab.

Recently opened tabs aren’t unloaded for a 30-second period, even if you exceeded your loaded tab
limit. After that period, if you activate a tab or open a new tab, your background tabs are unloaded. Tabs
are unloaded in the order of least recently used until your loaded tab limit is met.

Tabs for pages with unsaved changes also aren’t unloaded. In console, these tabs have an asterisk (*) at
the end of the tab title. To customize how unsaved changes are handled in Lightning Experience, use the
Unsaved Changes API.

When enabled, this feature doesn’t unload tabs that use pinned region templates. For information on
pinned region templates, see Salesforce Help: Customize Lightning Pages for Lightning Console Apps.

Setting the loaded tab limit to 0 and then clicking Save disables the loaded console tab limit.

1. From Setup, in the Quick Find box, enter Loaded Console Tab Limit , and then select Loaded
Console Tab Limit.
2. To enable the feature, click the toggle, and then enter a positive integer value in the Maximum
Number of Loaded Console Tabs field.
3. Save your changes to apply them.

Customize Your Lightning Console App with Utilities

The utility bar is a great way to give your console users quick access to productivity tools, like softphones
and History. It appears as a fixed footer in your Lightning console app and opens utilities in docked
panels. Some utilities support pop-out, which lets them open in a new browser window.

REQUIRED EDITIONS

Available in: Lightning Experience

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Salesforce Console Salesforce Console in Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

USER PERMISSIONS NEEDED

To view apps: View Setup and Configuration

To manage apps: Customize Application

To add a utility bar to your Lightning console app, edit the app from the App Manager page in Setup.

When creating a utility bar for your app, keep these things in mind:

• Utility bars created using the Lightning App Wizard or in the Lightning App Builder can be assigned to
only one Lightning app. However, utility bars created using the API can be assigned to multiple
Lightning apps.
• The utility bar doesn’t support Visualforce pages or components.
• The utility bar doesn’t fully support the Chatter Publisher and Feed components.
• The History utility works in Lightning console apps only.
• The Omni-Channel utility works in the Lightning Service Console app only.
• The default utility bar alignment matches the user’s language setting alignment. For example, English
is read left to right. If you select Default and a user’s language is set to English, the utility bar appears
at the bottom of the left side of the screen. If you select Mirrored, the utility bar appears at the bottom
of the right side of the screen.

Tip We recommend adding no more than 10 utilities, and that you keep the utility labels short and
sweet. You want your users to quickly find the tools and processes they need most.

History Utility for Lightning Console Apps

The History utility lets your Lightning console users see their recently visited primary tabs and subtabs
from a console utility bar.
Softphones for Lightning Console Apps
Softphone utilities let your Lightning console users make calls directly from Salesforce.
Omni-Channel Component for Lightning Console Apps
The Omni-Channel component lets your Lightning console users receive work requests routed through
Omni-Channel.
Macros Utility for Lightning Apps
The Macros utility lets you complete repetitive tasks in a single click. You can add the Macros utility to
any Lightning app, including apps with standard navigation and console navigation.

See Also
Add a Utility Bar to Lightning Apps
Salesforce Console Developer Guide: Using Pop-Out Utilities

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Salesforce Console Salesforce Console in Lightning Experience

History Utility for Lightning Console Apps

The History utility lets your Lightning console users see their recently visited primary tabs and subtabs
from a console utility bar.

Note You can use the History utility only in Lightning console apps, not in Lightning apps with
standard navigation. You can’t change the History properties, such as the label and icon.

With the History utility, console users can see their subtabs in context of the workspace tabs they’ve
visited (1) and copy links in one click (2). If a tab name is updated, like when a user updates a contact’s
name, the history list is updated, too.

Keep these things in mind when working with the utility.

• The list can display up to 10 workspace tabs at a time, with 10 subtabs under each workspace tab.
• Workspace tabs are listed in the order last visited, with the most recent at the top. Subtabs are listed
under their primary tabs in the order first opened.
• If you copy a subtab link, the record opens as a workspace tab.
• If you copy a link and want to share it with other users, make sure that they are logged in to Salesforce
before opening the link. Otherwise, the link directs them to the home page instead of the specific
record.
• This utility supports pop-out.

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Salesforce Console Salesforce Console in Lightning Experience

Tip The standard Lightning console apps, Service Console and Sales Console, include the History
utility by default.

Did your console use the History component in Salesforce Classic? Well, the History utility provides the
same functionality for Lightning console apps.

See Also
Add a Utility Bar to Lightning Apps

Softphones for Lightning Console Apps

Softphone utilities let your Lightning console users make calls directly from Salesforce.

You can add softphones to your Lightning console apps that use Sales Dialer or Open CTI. Confused
about the difference? Open CTI integrates third-party CTI systems with Salesforce. Dialer provides a way
to provision numbers and make calls directly from Salesforce. If you already have a telephony system in
place, Open CTI is the way to go since it integrates to that existing system.

Important Before you add the softphone utility to your Lightning console app, first set up and
configure Open CTI or Dialer.

Here are a few things to keep in mind when adding the softphone to your Lightning console app:

• To see the Dialer option in the list of utilities, your org must have Sales Dialer enabled.
• To ensure that console users receive incoming calls before they open the softphone utility, enable
Load in background when app opens.
• This utility supports pop-out.

See Also
Set Up Sales Dialer
Open CTI Developer Guide: Get Started with Open CTI
Add a Utility Bar to Lightning Apps

Omni-Channel Component for Lightning Console Apps

The Omni-Channel component lets your Lightning console users receive work requests routed through
Omni-Channel.

REQUIRED EDITIONS

Lightning Service Console is available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
with Service Cloud

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Salesforce Console Salesforce Console in Lightning Experience

Service Setup Assistant is available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Agents can use the Omni-Channel component in a sidebar layout (recommended) or in the utility-bar
footer to set their presence status and accept or decline work depending on their Omni-Channel
settings.

See Also
Use the Omni-Channel Component to Work with Customers
Omni-Channel

Macros Utility for Lightning Apps

The Macros utility lets you complete repetitive tasks in a single click. You can add the Macros utility to any
Lightning app, including apps with standard navigation and console navigation.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Users can create and run macros from the utility.

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Keep these things in mind when working with the utility.

• If your org enables Share and organize macros in folders, the utility looks a bit different because
folders are displayed.
• In Lightning Experience, macros are supported on all standard objects except Campaign, and on
custom objects that allow quick actions and have a customizable page layout.
• Bulk macros aren’t supported in Lightning Experience.
• This utility doesn’t support pop-out.

Lightning Service Console

The Service Console is a standard Salesforce Lightning console app that meets all your service needs. You
can customize this app to make it your own.

REQUIRED EDITIONS

Lightning Service Console is available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
with Service Cloud

Service Setup Assistant is available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

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Note Implement this feature in one click with the Service Setup Assistant: Learn more Lightning
console apps don’t yet have full parity with Salesforce Classic console apps. For example, some
features in Salesforce Classic console apps, such as push notifications and custom keyboard
shortcuts, aren’t available in Lightning console apps. Learn more. You can’t upgrade Salesforce
Classic console apps to Lightning Experience from Setup. To prepare for your transition to Service
Cloud in Lightning Experience, watch Get Ready to Transition to Service Cloud in Lightning
Experience (English only). Then customize the Salesforce-provided Service Console app in Lightning
Experience. You can always recreate your Salesforce Classic console app in Lightning Experience, but
using Salesforce’s out-of-the-box app is faster and easier.

Here’s what you get in the standard Service Console app.

Here’s how the standard Service Console app helps you out.

• Manage cases faster

Split view shows a list view at the same time as workspace tabs and subtabs, letting your support
agents manage multiple cases on a single screen (1).
• See it all at once
A preconfigured, three-column layout puts all the important information on the same page, and
minimizes clicks and scrolling.
- In the first column, case details, contact details, and related cases for the parent account are
displayed using Related Record and Related List Single components (2).
- The second column includes a highlights panel that’s front and center (3). The compact case feed
lets you see more of your case updates (4).
- The third column includes related lists and Knowledge articles relevant to your case (5).
• Keep up on all the details

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The preconfigured utility bar provides fast access to History and Notes (6). You can also customize the
utility bar to include other tools like Macros, Omni-Channel, and the Open CTI Softphone.

Note For users to see and use the Notes utility, Notes must be enabled in your org. For users to
see and use articles in the Knowledge component, Lightning Knowledge must be enabled in your
org.

Service Console Versions

The service console is the primary application used by customer service agents and supervisors.
Service Cloud offers multiple console versions, including the Foundations Service Console, Service
Setup Assistant Console, and Lightning Service Console. Each version comes with different default
components for the console and Case page layouts.
Choosing the Right Service Console Version
Service Cloud offers multiple console versions. Each version comes with different default components
for the console and Case page layouts. To significantly reduce the need for customization, choose the
version that best meets your business requirements, by default.
Identifying Your Service Console Version
All service console versions are uniformly named Service Console. To identify the version you’re using,
observe the app icon.
Best Practices for Customizing the Lightning Service Console
You can customize the Service Console app to meet your service needs.
Flow Builder for Service and the Actions & Recommendations Component
Give your users a to-do list in the Actions & Recommendations component. Show flows, quick actions,
and recommendations from your Next Best Action strategies. To create your list, associate actions with
a record page using an Actions & Recommendations deployment or Salesforce automation tools. You
can create default lists for specific channels, like phone and chat, and show which actions that you
want users to complete first and last.

See Also
Optimize Setup with the Service Setup Assistant
Lightning Experience Console Limitations

Service Console Versions

The service console is the primary application used by customer service agents and supervisors. Service
Cloud offers multiple console versions, including the Foundations Service Console, Service Setup
Assistant Console, and Lightning Service Console. Each version comes with different default components
for the console and Case page layouts.

REQUIRED EDITIONS

Lightning Service Console is available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
with Service Cloud

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Service Setup Assistant is available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Foundations Service Console

Service Setup Assistant Console

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Lightning Service Console

See Also
Choosing the Right Service Console Version

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Console Version Support

Choosing the Right Service Console Version

Service Cloud offers multiple console versions. Each version comes with different default components
for the console and Case page layouts. To significantly reduce the need for customization, choose the
version that best meets your business requirements, by default.

REQUIRED EDITIONS

Lightning Service Console is available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
with Service Cloud

Service Setup Assistant is available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

To help you select the most suitable service console version for your company, review these key
considerations.

• Check which service console versions are compatible with your Salesforce products, their edition, and
your current setup. See Supported Console Versions.
• To reduce customization efforts, choose a console version that, by default, includes the tabs and
utilities your company uses most frequently. See Default Components in Service Console Versions.
• Select a console version that comes with the Case page components essential for your operations. See
Default Case Page Components in Console Versions.

Console Version Support

The availability of console versions depends on your setup, the Salesforce products you use, and their
edition. If you enable Service Setup Assistant under Setup, the Service Setup Assistant Console is
created.
Default Components in Service Console Versions
Each version of the service console is equipped with a specific set of navigation tabs and utilities, by
default. If needed, you can customize the components in the service console.
Default Case Page Components in Console Versions
Each version of the service console includes a unique set of default components on the Case page.
Other page layouts feature the same components across all console versions.

See Also
Console Version Support

Console Version Support

The availability of console versions depends on your setup, the Salesforce products you use, and their

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edition. If you enable Service Setup Assistant under Setup, the Service Setup Assistant Console is
created.

REQUIRED EDITIONS

Lightning Service Console is available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
with Service Cloud

Service Setup Assistant is available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

This table indicates which service console versions are supported (S) and which are added (A)
immediately after setup for various scenarios. Not all supported console versions are automatically
added for you.

Scenario Foundations Service Service Setup Assistant Lightning Service

Console Console Console

Sales Cloud Enterprise S

or Unlimited Edition

Service Cloud Enterprise S S, A

or Unlimited Edition

CRM Enterprise or S S, A
Unlimited Edition

Pro Suite (applies S, A S

specifically to Salesforce
orgs created before
August 21, 2024 in
North America or
August 22, 2024 in
other regions)

Pro Suite (applies S, A

specifically to Salesforce
orgs created on or after
August 21, 2024 in
North America or
August 22, 2024 in
other regions)

Starter

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Default Components in Service Console Versions

Each version of the service console is equipped with a specific set of navigation tabs and utilities, by
default. If needed, you can customize the components in the service console.

REQUIRED EDITIONS

Lightning Service Console is available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
with Service Cloud

Service Setup Assistant is available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

For example, the Service Setup Assistant Console contains these navigation tabs (1) and utilities (2), by
default.

This table lists the default navigation tabs available in each version of the service console.

Component Foundations Service Service Setup Assistant Lightning Service

Console Console Console

Accounts

All sites

Analytics

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Cases

Change requests

Chat transcripts

Chatter

CMS workspaces

Contacts

Dashboard

Email templates

Home

Incidents

List emails

Macros

Messaging sessions

Omni Supervisor
(Lightning)

Omni Supervisor
(Salesforce Classic)

Problems

Quick text

Reports

Surveys

This table lists the default utilities available in each version of the service console.

Component Foundations Service Service Setup Assistant Lightning Service

Console Console Console

History

Incident alerts

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Macros

Notes

Omni-channel

See Also
Personalize the Navigation Menu for Lightning Console Apps
Customize Your Lightning Console App with Utilities

Default Case Page Components in Console Versions

Each version of the service console includes a unique set of default components on the Case page. Other
page layouts feature the same components across all console versions.

REQUIRED EDITIONS

Lightning Service Console is available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
with Service Cloud

Service Setup Assistant is available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

For example, the Foundations Service Console contains these Case page components by default.

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This table lists the default Case page components for each version of the service console.

Component Foundations Service Service Setup Assistant Lightning Service

Console Console Console

Actions &
recommendations

Activity timeline

Case details

Cases for parent contact

Chatter feed

Contact details

Highlights panel

Knowledge article
search

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Milestones

Path assistant

Related lists

See Also
Customize Your Lightning Console App with Utilities

Identifying Your Service Console Version

All service console versions are uniformly named Service Console. To identify the version you’re using,
observe the app icon.

REQUIRED EDITIONS

Lightning Service Console is available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
with Service Cloud

Service Setup Assistant is available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

This table shows the app icon associated with each version of the service console.

App Icon Console Version

Foundations Service Console

Service Setup Assistant Console

Lightning Service Console

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In some cases, multiple service console versions are available.

Best Practices for Customizing the Lightning Service Console

You can customize the Service Console app to meet your service needs.

REQUIRED EDITIONS

Lightning Service Console is available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
with Service Cloud

Service Setup Assistant is available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

From the App Manager page in Setup, you can edit and customize your app basics. The only thing you
can’t change is the app’s Developer Name. We recommend that you:

• Update the name, description, and branding for the app

• Add other items, such as quick text, macros, products, and contracts (the Service Console app
includes cases, contacts, accounts, reports, dashboards, chatter, and Home by default)
• Add other utilities, such as an Open CTI softphone, Omni-Channel, Macros, and Customer Insights
• Assign the app to the appropriate user profiles, like your service agent profiles

Note The Service Console app is automatically assigned to all standard and custom user profiles.
You can modify these assignments to make sure that only the right people have access to the app.

When you’re ready to customize the Lightning pages in your console, use the Lightning App Builder to
create record pages.

See Also
Optimize Setup with the Service Setup Assistant

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Customize Lightning Pages for Lightning Console Apps

Customize Your Lightning Console App with Utilities

Flow Builder for Service and the Actions & Recommendations Component

Give your users a to-do list in the Actions & Recommendations component. Show flows, quick actions,
and recommendations from your Next Best Action strategies. To create your list, associate actions with a
record page using an Actions & Recommendations deployment or Salesforce automation tools. You can
create default lists for specific channels, like phone and chat, and show which actions that you want
users to complete first and last.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

Tip Check out how to put the Actions & Recommendations component to work for your agents. The
Flow Builder for Service Trailhead module can help you get started.

In the component, you can show these actions.

• Active screen flows, field service mobile flows, and autolaunched flows

Note An autolaunched flow is a type of flow that doesn’t require user input.

• Quick actions available in the record page layout

• Recommendations that result from applying a Next Best Action strategy

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When an agent selects a screen flow, for example, it starts in a subtab for a console app or in a popup
window for a standard navigation app. When you confirm the start an autolaunched flow, it runs in the
background. Quick actions open in a popup window.

Create an Actions & Recommendations Deployment

Capture component settings in a deployment that you define in Setup. Specify which type of content
to display, such as flows and quick actions, or Next Best Action recommendations. Create default lists
of actions for each channel, and select which actions users can start from the list as needed. If you
include recommendations, configure strategies and display settings.
Select a Deployment in the Actions & Recommendations Component
Add the component to your Lightning pages, and select a deployment.
Use the List in the Actions & Recommendations Component
Learn how the Actions & Recommendations component can walk you through multiple-step
procedures. The list of items helps you complete work quickly and consistently with less guesswork.

See Also
Customize Lightning Pages for Lightning Console Apps
Lightning Flow for Service Developer Guide (English only)

Create an Actions & Recommendations Deployment

Capture component settings in a deployment that you define in Setup. Specify which type of content to
display, such as flows and quick actions, or Next Best Action recommendations. Create default lists of
actions for each channel, and select which actions users can start from the list as needed. If you include
recommendations, configure strategies and display settings.

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REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

User Permissions Needed

To manage deployments in Setup that include

flows and quick actions: Customize Application

To manage deployments in Setup that include

recommendations: Modify All Data

OR

Manage Next Best Action Strategies

Each item listed in the Actions & Recommendations component is a RecordAction junction object. A
RecordAction associates an action, such as a screen flow, a field service mobile flow, an autolaunched
flow, or a quick action, with the parent record. A RecordAction is also created when a user accepts a
recommendation from the component. In this case, the RecordAction associates the flow in the
recommendation with the record.

Note Before you configure a deployment, set up the flows and quick actions that you want to show
in the component. If you want to include recommendations from Next Best Action strategies,
configure them first as well.

1. From Setup, in the Quick Find box, enter Actions & Recommendations , and select Actions &
Recommendations.
2. Click New Deployment.
a. Name your deployment.
b. Select at least one type of guidance to show, for example, Flows and quick actions. To display
actions and offers that result from filtering recommendations with your Next Best Action strategies,
select Recommendations.

Note If you edit a deployment and deselect a type of guidance, we delete the related settings.

3. Select up to 10 objects that provide context for object-specific quick actions and Next Best Action
strategies.
You can associate quick actions and strategies with specific object types, giving them an object-
specific, rather than global, context. When a page for a selected object opens, the component lists the
global and object-specific actions and recommendations. On other pages, it displays only the global
items.
For example, you define an object-specific quick action for the Contact object. To show this quick

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action in the component on Contact pages, add Contact as a context object. Or, to filter
recommendations with a strategy that uses case fields, add the Case object as a context object. Then,
in strategy settings, select a strategy that filters recommendations for cases.

Note To use object-specific quick actions in a deployment, add them to record page layouts for
those objects. The component shows quick actions that are available in the page layout.

4. If you selected the option to show flows and quick actions, configure a default list for each channel.

Important
• The component shows channel defaults only when no other RecordActions exist and the
record page is opened in that channel. For example, if you set up a process in Process Builder
that creates RecordActions for a record page, the component shows the RecordActions from
your process instead of the channel defaults that you configure here.
• If a default action is added to an existing deployment, users see the action in the Actions &
Recommendations component on new records only.

a. Click a tab to configure settings for that channel.

• Chat
This channel works with Chat in Lightning Experience. Use this channel to specify default actions
for when agents chat with customers. To use this channel, add the component to the chat
transcript record page.
• Phone
This channel works with Open CTI. Use this channel to specify default steps for when customers
call and records are shown to the agent. To use this channel, update your softphone screen pop
settings for no matching records and single-matching records.
• Default
Use this channel to specify default actions for when records open from list views or related
records.

The Chat and Phone channels display even if you don’t have these features in your org.

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You can configure multiple channels. For example, if you use Open CTI, you can configure actions
for the Phone and Default channels. That way, agents can select actions from the list when a caller’s
contact record is popped. Agents can also navigate to a contact record manually, such as when they
open a record from a list view. Then they see the actions that you set up in the Default channel.

Note For information about Chat and Open CTI integration, see Integrate Chat with Lightning
Flow for Service and Integrate Open CTI with Lightning Flow for Service.

b. On each channel, drag actions from All Actions to the preview area.
The preview area has three regions: Top Pinned, Unpinned, or Bottom Pinned. Use the pinned
regions to specify actions that you want your users to complete first and last. The Unpinned region is
for actions that you want your users to complete during the record’s life cycle.
c. Select actions that are important, and click Mark Mandatory.
When a user tries to close a flow that’s marked as mandatory without completing it, a reminder
appears.

Note You don’t see a reminder for quick actions or autolaunched flows that are marked as
mandatory.

d. Select actions that you don’t want users to remove at run time, and click Unmark Removable. By
default, all actions are removable.
e. Specify whether to auto-launch the first action when the record page opens.
f. Click Save.
5. If you selected the option to show flows and quick actions, narrow the list of actions that users can
launch at run time. When the user clicks Add, the component shows the subset of actions that you

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configure here.
6. If you selected the option to show recommendations, configure display settings and Next Best Action
strategies.
a. On the General Settings tab, set up how recommendations display, and select a default strategy.
Set the maximum number of recommendations to a value from 1 to 4.
b. On the Strategy Settings tab, you can select object-specific strategies that override the default
strategy on those pages.

Note For the component to display recommendations, select a default or an object-specific

strategy. A strategy loads and filters recommendations so that your users can see the best next
steps.

c. Click Save.
7. In Lightning App Builder, add the Actions & Recommendations component to a page, and select the
deployment.

See Also
Customize Lightning Pages for Lightning Console Apps
Lightning Flow for Service Developer Guide (English only)
Einstein Next Best Action

Select a Deployment in the Actions & Recommendations Component

Add the component to your Lightning pages, and select a deployment.

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REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

USER PERMISSIONS NEEDED

To create and save Lightning pages in Lightning Customize Application

App Builder:

To view Lightning pages in Lightning App Builder: View Setup and Configuration

To view Actions & Recommendations deployments View Setup and Configuration

in component properties:

1. Edit a record page in Lightning App Builder.

2. Drag the Actions & Recommendations component to a location on the page.
For the Service Console app, we recommend adding the component to the left pinned sidebar.

Note You can add the component to Lightning console and standard navigation pages for most
objects. To learn about supported objects, refer to the Lightning Flow for Service Developer
Guide (English only).

3. In component properties, select a deployment.

Tip We recommend that you configure and select a deployment. A deployment lets you specify
the actions that users can start from the component when they click Add. Also, you can reuse a
deployment on different pages.

4. Save, and activate your page if necessary.

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Use the List in the Actions & Recommendations Component

Learn how the Actions & Recommendations component can walk you through multiple-step procedures.
The list of items helps you complete work quickly and consistently with less guesswork.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

User Permissions Needed

To run flows from the list:

Run Flows

OR

Flow User field enabled on the user detail page

OR

Manage Flow

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User Permissions Needed

To run an action strategy or recommendation:

Run Flows

OR

Flow User field enabled on the user detail page

OR

Manage Flow

The Actions tab on the component shows actions associated with the current record page. Clicking a
screen flow, for example, starts it in a subtab in a console app or in a window for a standard navigation
app. After you confirm the start of an autolaunched flow, it runs in the background without user input.
Quick actions run in a window.

The component displays:

• Recommendations that result from applying an Einstein Next Best Action strategy, if the component is
configured to show them (1)
• Paused flows associated with the current record, even if they weren’t started from the component (2)
• A history of actions for the current record (3)
• Other actions that you can start as needed when you click Add (4)
• Flows that are marked as mandatory (5). Closing a tab or window without completing a screen flow
that’s mandatory causes a warning message to appear. You can dismiss the reminder and complete
the flow, or finish it later.

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Keep these things in mind.

• If you select auto-launch when you configure the deployment, the first step in the list opens when the
record page loads.
• Each list item has a dropdown menu. If an action is configured as removable, you can delete it from
the list using this menu. Also, you can use this menu to reorder items within each pinned or unpinned
region.
• Stages display only for in-progress flows that are in focus.
• For console apps, when a step is completed, the subtab closes. If other subtabs are open, you’re taken
to the next subtab. If no other subtabs are open, you’re returned to the workspace tab with the
component.
• For standard navigation apps, when an action is completed, the window closes.
• Completed actions are in gray and can’t be relaunched. A page refresh removes completed actions.
When all actions are completed, a page refresh adds all actions from the deployment to the
component again.

Choose a Recommendation from Einstein Next Best Action

Consider actions and offers that result when you filter recommendations through Next Best Action
strategies. If your admin has set up a deployment to show recommendations, the best ones display in
a tab on the Actions & Recommendations component.
Resume Paused Flows from the Actions & Recommendations Component
If paused flows are associated with the record, they appear under the Resume Paused Actions tab on
the Actions & Recommendations component. Paused flows are shown only if you have permission to
run flows.
Find Another Action
Sometimes a customer interaction requires a step that doesn’t appear in the Actions &
Recommendations component. You can look for more actions when you need them.
Complete Mandatory Actions on the Actions & Recommendations Component
When you see an asterisk next to an action, it’s a step that’s important to complete. When you try to
close a flow that’s mandatory before completing it, a reminder appears that it’s a required step.
View the History of Actions
The History tab on the Actions & Recommendations component shows the life cycle of actions for the
record. In a handoff, the history can help you identify gaps and what step to take next.

See Also
Customize Lightning Pages for Lightning Console Apps
Lightning Flow for Service Developer Guide (English only)

Choose a Recommendation from Einstein Next Best Action

Consider actions and offers that result when you filter recommendations through Next Best Action
strategies. If your admin has set up a deployment to show recommendations, the best ones display in a
tab on the Actions & Recommendations component.

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REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

User Permissions Needed

To run an action strategy or recommendation:

Run Flows

OR

Flow User field enabled on the user detail page

OR

Manage Flow

Your admin can configure a Next Best Action strategy that filters recommendations into customized
actions and offers, such as a discount, a repair, or an add-on service. When you open a record page, a tab
on the component displays the top recommendations for the record.

To view the recommended actions or offers, click Recommendations.

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When you accept a recommendation, it starts an associated flow that walks you through the steps.

Resume Paused Flows from the Actions & Recommendations Component

If paused flows are associated with the record, they appear under the Resume Paused Actions tab on
the Actions & Recommendations component. Paused flows are shown only if you have permission to run
flows.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

User Permissions Needed

To view and resume paused flows:

Run Flows

OR

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User Permissions Needed

Flow User field enabled on the user detail page

OR

Manage Flow

Note To give your users the option to pause a flow, click Let users pause flows in process
automation settings.

If there is a paused flow for the current record page, the component lists it, regardless of where the flow
was started from inside Actions & Recommendations component.

To resume a paused flow, click the Resume Paused Actions tab, and select a flow from the list.

The resumed flow opens, and the list of steps updates. If the flow was started from the top or bottom
pinned region, we add it to the end of that region. Otherwise, it appears at the bottom of the unpinned
region.

See Also
Let Users Pause Flow Interviews

Find Another Action

Sometimes a customer interaction requires a step that doesn’t appear in the Actions &
Recommendations component. You can look for more actions when you need them.

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REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

User Permissions Needed

To start flows from the list:

Run Flows

OR

Flow User field enabled on the user detail page

OR

Manage Flow

Component settings are configured to show you the actions that apply to your work.

Click Add on the component, and select an action.

When you select an action, it opens.

Complete Mandatory Actions on the Actions & Recommendations Component

When you see an asterisk next to an action, it’s a step that’s important to complete. When you try to
close a flow that’s mandatory before completing it, a reminder appears that it’s a required step.

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REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

User Permissions Needed

To run flows from the list:

Run Flows

OR

Flow User field enabled on the user detail page

OR

Manage Flow

Note The reminder appears for screen and field service mobile flows. We don’t show the reminder
for quick actions or autolaunched flows that are marked as mandatory.

• To dismiss the warning and continue, click Cancel.

• Otherwise, click Finish Later, which closes the tab or window.

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You can start a new instance of the flow later.

View the History of Actions

The History tab on the Actions & Recommendations component shows the life cycle of actions for the
record. In a handoff, the history can help you identify gaps and what step to take next.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

Click the History tab on the Actions & Recommendations component.

The history shows which actions were launched, by which agents, and when each one was started,
paused, resumed, and completed. The history shows up to 20 actions at a time.

Filter the list to see actions by status. For example, you can set the filter to Completed to see actions that
were completed. The filter only applies to the last 200 actions.

Lightning Sales Console

The Lightning Sales Console is a standard Salesforce Lightning app that gives you all your sales tools at
your fingertips to prospect leads, close deals, and manage relationships.

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REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with Sales
Cloud

Here's what you get in the standard Sales Console app.

• A navigation-friendly three-column layout for the objects you rely on most—accounts, contacts, leads,
and opportunities. The layout includes the record’s key details in the highlights panel (1), the familiar
workspace (2), and useful related lists (3). To use your org's default Lightning page instead, use the
Lightning App Builder to assign the preferred page to all Lightning apps.
• Split view shows a list view at the same time as your workspace tabs and subtabs, letting you work
quickly through a list of records (4).
• Other go-to objects and features—including campaigns, tasks, reports, and more—are easily accessible
(5).
• Intuitive tab and subtab navigation (6).
• A preconfigured utility bar with History (7). If Notes is enabled, it appears in the utility bar, too.

From Setup, admins can use the App Manager to customize the standard Sales Console app.

• Add your own branding.

• Add any additional items your teams need to access in the console.
• Configure the utility bar so reps can easily access productivity tools like Sales Dialer and macros.
• Sales Console is automatically assigned all standard and custom user profiles. You can modify these
assignments to make sure the right people have access to Sales Console.

From Setup, admins can use the Lightning App Builder to customize specific page layouts. For example, if
you use Marketing Cloud Account Engagement (Pardot), you need to add the Engagement History
component to the appropriate page layouts.

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Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For
example, some features in Salesforce Classic console apps, such as push notifications and custom
keyboard shortcuts, aren’t available in Lightning console apps. Learn more. You can’t upgrade
Salesforce Classic console apps to Lightning Experience from Setup. To get started in Lightning
Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales
Console.

See Also
Create and Edit a Custom Lightning Console App
Customize Your Lightning Console App with Utilities
Customize Lightning Pages for Lightning Console Apps
Lightning Experience Console Limitations

Keyboard Shortcuts for Lightning Console Apps

Use keyboard shortcuts to work efficiently in Lightning console apps. Shortcuts help you navigate and
work with records faster and without using your mouse. You can use these shortcuts with your web
browser shortcuts.

REQUIRED EDITIONS

Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for
certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

Note

• You can’t customize keyboard shortcuts in Lightning Experience.

• Keyboard shortcuts are enabled by default. To prevent interference with assistive tools such as
screen readers, you can disable keyboard shortcuts. From the global header, select the Help
Menu. Then click View Keyboard Shortcuts and switch off keyboard shortcuts. If you use
different web browsers, disable keyboard shortcuts for each browser separately.
• Keyboard shortcuts aren’t case-sensitive. For example, Shift+B is the same as Shift+b. If Ctrl, Alt, or
Shift is part of the shortcut, the sequence of the keys doesn’t matter. For example, Ctrl+Alt+A is
the same as Alt+Ctrl+A.
• For shortcuts that specify “then,” release the first key, or key combo, before typing the next key.
The comma isn’t part of the shortcut.
• Keyboard shortcuts are supported on U.S. and U.K. keyboards. Shortcuts that include / (forward
slash) and . (period) aren't supported on other language keyboards.
• Lightning Experience keyboard shortcuts don’t work on Salesforce Classic apps viewed in
Lightning Experience or in Visualforce or iFramed components.

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Command Description Shortcut

Global

Close or deselect Esc

Close or deselect a window.

You can’t close some windows and dialogs with this shortcut.

Copy URL for active Copy the URL for the tab that’s in focus.
tab Windows:
Ctrl+c, then s

macOS:
Cmd+c, then
s

Copy URL for active Copy the URL for the focused workspace tab, including its
workspace tab and related subtabs. Windows:
subtabs Ctrl+c, then w

macOS:
Cmd+c, then
w

Edit e
Edit a record.

This shortcut doesn’t work with Lightning Knowledge articles,

reports, dashboards, feed items, approval requests, and email
messages.

Insert quick text Displays the quick text browser. Use the browser to find,
preview, and insert quick text. Windows:
Ctrl+.

macOS:
Cmd+.

Open or close History Opens or closes the History utility. h

Open or close Macros Opens or closes the Macros utility. m

Open or close Notes n

Opens or closes the Notes utility.

To use this shortcut, first open the utility.

Open or close Omni- o

Channel Opens or closes the Omni-Channel utility.

This shortcut works in the Service Console app only.

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Command Description Shortcut

Post to feed
Submits a post or comment. Windows:
Ctrl+Enter
You can submit posts, comments, and questions with details.
This shortcut doesn’t work on other publisher actions, such as macOS:
emails and polls. Cmd+Enter

Save
Save a record. Windows:
Ctrl+s
Your focus must be on a field.
macOS:
Cmd+s

Search Places your cursor in the search box. /

Show shortcut menu Displays the available shortcuts in a modal window.

Windows:
Ctrl+/

macOS:
Cmd+/

Navigation

Focus notifications Focuses the notification panel. Press the shortcut again to c
focus the next notification.

Focus notifications Focuses the notification panel. Press the shortcut again to Shift+c
(reverse order) focus the previous notification.

Go to composer Goes to the docked composer window. g, then d

window

Go to item menu g, then i

Opens the item menu and places your cursor on the first item.

Use the arrow keys to switch items. To open an item, press

Enter.

Go to selected Opens or moves the focus to the selected navigation item. g, then l
navigation item

Go to publisher g, then p
Takes you to the publisher.

If your publisher has multiple actions, you can use the Tab and
arrow keys to navigate within the publisher.

Go to subtab Moves the focus to the active subtab. g, then s

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Command Description Shortcut

Go to utility bar Goes to the utility bar. g, then u

Go to workspace tab Moves the focus to the active workspace tab. g, then w

“Go to” modifier for When inside a dialog, form, or input field, use this shortcut to
dialogs, forms, and start a “go to” command instead of g. Windows:
input fields Ctrl+Alt+g

macOS:
Cmd+Opt+g

Open nav item in a Opens the selected nav item in a new workspace tab.
new workspace tab Windows:
Ctrl+Mouse
Click

macOS:
Cmd+Mouse
Click

Open link in an
inactive tab Opens the selected link in a workspace tab or subtab without Windows:
shifting focus to the new tab. Ctrl+Mouse
Click
Note Not supported for Microsoft® Internet Explorer® 11
macOS:
or Microsoft® Edge.
Cmd+Mouse
Click

Switch tabs Left Arrow or

Switch between workspace tabs and subtabs. Right Arrow

To switch, your focus must be on the tab itself.

Tabs

Close workspace tab Closes the current workspace tab, including its subtabs. Shift+x

Close all tabs Closes all unpinned tabs. Shift+w

Refresh tab Refreshes the current workspace tab, including its subtabs. Shift+r

See Also
Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic

Salesforce Console Limitations

Understand the limitations of the Salesforce Console.

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Salesforce Classic Console Limitations

Learn about display, access, and customization limitations for a console.
Lightning Experience Console Limitations
Learn about the limitations of the console in Lightning Experience, and which features don’t yet have
parity with Salesforce Classic console apps.

Salesforce Classic Console Limitations

Learn about display, access, and customization limitations for a console.

REQUIRED EDITIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Display Limitations

• Salesforce Console in Salesforce Classic is available only in supported browsers. If you use an
unsupported browser, you get a degraded experience. For best performance, we recommend that
console users adopt the Google Chrome™ browser and machines with 8 GB of RAM. Keep in mind that
32-bit systems are subject to memory limitations. To take full advantage of the added RAM, use 64-bit
versions of both the operating system and the browser.
• When using Chat in the Salesforce Classic Console, we recommend using Internet Explorer 8, 9, or 10
or the latest stable version of Firefox or Google Chrome.
• A console offers limited support for right-to-left languages, such as Arabic or Hebrew. Since right-to-left
languages aren’t fully supported, some features don’t appear as expected in a console, such as Case
Feed, Chat, and Salesforce Knowledge.
• All Salesforce CRM Content items display as primary tabs in a console.
• When using Social Accounts, Contacts, and Leads, the Social Viewer window doesn’t align properly
within a console.
• Record home pages, including their standard Tools sections, don’t display in a console.

Behavior and Access Limitations

• Back buttons on browsers aren’t supported for a console and don’t work as expected.
• A Salesforce console doesn’t meet accessibility requirements.

• Visualforce pages don’t refresh when you click and select Refresh all primary tabs or Refresh all
subtabs. In addition, if you override a detail page with a Visualforce page that uses related lists, any
new records created using that related list aren't displayed until the page is reopened in a new tab.
• If you edit a page layout in the console, such as adding a primary tab component like an interaction
log, the updated layout isn’t displayed until the page is closed and then reopened in a new primary
tab.

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• You can't directly edit the fields on the highlights panel; however, when you change those fields on a
record, the highlights panel is automatically updated.
• Some objects haven’t been fully adapted to a console, such as reports, dashboards, and Chatter. These
and other objects are marked with an asterisk (*) in the console setup area and can cause unexpected
behaviors. For example: (1) When viewing opportunity splits, clicking Cancel doesn’t close the subtab;
instead, the page detail information is opened in a subtab; (2) opportunity line items and quote line
items don’t automatically refresh when changed—you must refresh the page to see the latest changes.
• If you leave a console and return to it, any subtabs that were displayed don’t automatically reload.
Also, if you leave a console by selecting an app from the Lightning Platform app menu, your browser's
Back and Forward buttons don’t work as expected.
• If you save changes in a lookup component, and you have unsaved changes in another lookup
component, the unsaved changes are lost without a warning message.
• If you click a custom link or a link in a text field, such as https://salesforce.com/ in a case Description,
the link appears in a window instead of a tab.
• If you refresh the Change Case Status page in a console, an Unable to Access Page error appears.
• If Chatter is disabled, you can’t use pinning in search results.
• If you log in to another Salesforce app while you’re logged in to a Salesforce Classic Console app, you
can’t accept new chat requests.

Customization Limitations

To edit a Salesforce Classic console app, you must be in Salesforce Classic. From Setup, enter Apps in
the Quick Find box, then select Apps and click Edit next to your console app.

You can’t upgrade a Salesforce Classic console app to Lightning Experience. You can choose to display or
hide the app in the Lightning Experience App Launcher, but you can’t edit the app from the App
Manager page in Lightning Experience Setup. To get started in Lightning Experience, customize these
Salesforce-provided Lightning console apps: Service Console and Sales Console. You can also recreate
your Salesforce Classic console app in Lightning Experience.

• The console doesn’t support Chatter Messenger.

• Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in
Salesforce Classic console apps when third-party cookies are disabled. See Visualforce Limitations in
Salesforce Classic When Third-Party Cookies are Blocked.
• Some Visualforce pages don’t display correctly in a console unless they're updated to show in it.
• The console doesn’t support Visualforce pages that use the Require CSRF protection on GET requests
preference. If you use Visualforce pages with CSRF protection, your agents can receive errors when
trying to access the page.
• Call center users can only use a softphone in a Salesforce console if they're using a CTI adapter built
with Open CTI.
• Chat is only available for a console with the Service Cloud.
• The highlights panel for Chat Transcripts is editable, but you can’t turn it on for users.
• You can’t add a console to customer portals or partner portals.
• In Chatter Answers, administrators can’t customize the FAQ (Frequently Asked Questions) available to
customers when they click Need help?.

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• Joined reports aren't supported in console apps.

External Object Limitations

• External objects are available in the Salesforce Console in Salesforce Classic only. Other consoles aren’t
supported.
• External objects haven’t been fully adapted to a console and can cause unexpected behaviors. Other
objects also haven’t been fully adapted to a console, but those objects are marked with an asterisk (*)
in the console setup area. External objects aren’t marked with asterisks.
• The external objects’ associated external data sources must have the High Data Volume option
deselected. This requirement doesn’t apply to the cross-org adapter for Salesforce Connect.

See Also
Salesforce Console in Salesforce Classic
Plan Your Salesforce Console Implementation

Lightning Experience Console Limitations

Learn about the limitations of the console in Lightning Experience, and which features don’t yet have
parity with Salesforce Classic console apps.

You can’t upgrade a Salesforce Classic console app to Lightning Experience. You can choose to display or
hide the app in the Lightning Experience App Launcher, but you can’t edit the app from the App
Manager page in Lightning Experience Setup. To get started in Lightning Experience, customize these
Salesforce-provided Lightning console apps: Service Console and Sales Console. You can also recreate
your Salesforce Classic console app in Lightning Experience, but using the Salesforce out-of-the-box app
is faster and easier.

Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For example, some
features in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts,
aren’t available in Lightning console apps. Learn more.

Internet Explorer 11
You can access Lightning console apps in IE11, but expect significant performance issues. We
recommend using a different browser. Keep in mind that support for IE11 ends on December
16, 2017, unless you opt in to extend support. If you opt in to Extended Support for IE11, you
can continue to use IE11 to access Lightning Experience until December 31, 2020.

Lightning Console JavaScript API

This API provides methods for Lightning console apps similar to methods provided by the
Salesforce Console Integration Toolkit. Not all the methods available in the Salesforce Console
Integration Toolkit are available in the Lightning Console JavaScript API. This table lists the
Salesforce Console Integration Toolkit methods that you can use in Lightning Console JavaScript
API starting with API version 42.0.

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Visualforce

Visualforce is available in Lightning console apps as beta, which means it’s a high-quality feature
with known limitations. Lightning console apps’ Visualforce support includes:

• Lightning pages containing Visualforce Lightning components

• Visualforce mass actions
• Custom tabs that display a Visualforce page
• Opening Visualforce pages as new workspace tabs or subtabs using the openTab() and
openSubtab() JS APIs
• Visualforce overrides for new, edit, view, tab, list, and clone actions

Note Overrides aren’t supported on the Case object when using the default service console
app. To use overrides on cases, create a custom console app.

• Visualforce components in the utility bar

Lightning console apps don’t currently support:

• Visualforce overrides for delete and custom actions

• Visualforce buttons and links

Person Accounts
Person accounts don’t have the same three-column layout as business accounts. Use the
Lightning App Builder to create the desired layout, and then assign it to appropriate console app
and the person account record type.

Person account records that display in a contact’s Related Record components are read-only.

Salesforce Knowledge
Some Knowledge component actions don’t work in Lightning console apps, including attaching
PDF files, adding article contents to case emails, and adding article Experience Cloud site URLs.
The Knowledge footer is not supported in Lightning Experience.

Chatter
If you click an internal link from a Chatter post in Lightning Console, the link doesn't open in the
same browser tab. Instead, the link opens in a new console tab in an entirely new browser tab.
The workaround is to install Lightning Extension for Chrome and turn on the Link Grabber
feature. Then the Salesforce link opens in a new tab in the current console. The Lightning
Extension is available only for Chrome.

See Also
Plan Your Salesforce Console Implementation
What Features Are Available in Lightning Console Apps?
openTab() for Lightning Experience
openSubtab() for Lightning Experience

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