---
schema_version: "1"
id: bca07b502e74f4421cc4d7c55a19e84d7f36ef6ea99012ec6ab543cff15a9983
title: Set Up Communications Service Console
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/comms_set_up_communications_cloud_agent_console.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.comms_set_up_communications_cloud_agent_console.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 789f43ce988aaa06d0db3aaf3fe82a7d2baccfed09ae2fa51ac47702c49e1b39
description: "To set up Communications Service Console, follow these instructions:"
products:
  - Communications
release: "264"
---
# Set Up Communications Service Console

To set up Communications Service Console, follow these instructions:

| REQUIRED EDITIONS |
| --- |
| Available in: Lightning Experience |
| Available in: **Enterprise**, **Unlimited,** and **Developer** editions |

 
| REQUIRED USER PERMISSIONS |   |
| --- | --- |
| To configure OmniStudio components: | OmniStudio Admin |

Before You Begin

- To use Communications Service Console, upgrade to the Salesforce Spring '23 or later release.
- The service console also requires a Communications Cloud - Growth license or Communications Cloud - Advanced license.

## Confirm the Availability of Required Permission Sets

Ensure that you have the correct permission sets available in your Salesforce org.

1. From Setup, in the Quick Find box, enter Permission, and then select **Permission Sets**.
2. Check if these permission sets are available.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
                <colgroup>
                  <col style="width:50%">
                  <col style="width:50%">
                </colgroup>
                <thead class="slds-text-title_caps ">
                  <tr class="">
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d38579e180">Permission Set</th>
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d38579e183">Features</th>
                  </tr>
                </thead>
                <tbody>
                  <tr class="">
                    <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e180 ">Service Console for Communications</td>

                    <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e183 ">All Communications Service Console features</td>

                  </tr>
                  <tr class="">
                    <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e180 ">Business Processes for Communications</td>

                    <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e183 ">All Communications Service Console features</td>

                  </tr>
                  <tr class="">
                    <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e180 ">ARC Access</td>

                    <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e183 ">Actionable Relationship Center</td>

                  </tr>
                  <tr class="">
                    <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e180 ">Industry Service Excellence</td>

                    <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e183 ">All Service Excellence components</td>

                  </tr>
                  <tr class="">
                    <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e180 ">OmniStudio User</td>

                    <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d38579e183 ">
                      <ul>
                        <li>
                          <p>Required by Billing Inquiry</p>
                        </li>

                        <li>
                          <p>Required by Bill Inquiry Assistant</p>
                        </li>

                      </ul>
                    </td>

                  </tr>
                </tbody>
              </table>

If you don’t find these permission sets, you need to purchase the appropriate licenses.

## Assign Permission Sets to Use Communications Service Console Features

Assign these permission sets to service agents to give them access to the Communications Service Console features.

1. From Setup, in the Quick Find box, enter Users, and then select **Users**.
2. Select a user.
3. In the Permission Set Assignments related list, click **Edit Assignments**.
4. Under Available Permission Sets, select these permission sets, and then click **Add**.
    
    - Industry Service Excellence
    - OmniStudio User
    - Service Console for Communications
    - Business Processes for Communications
    - ARC Access
5. Click **Save**.

## Enable Lightning Knowledge in Communications Service Console

Enable Lightning Knowledge to use your Knowledge base in Lightning Experience. After you enable Lightning Knowledge, you can’t disable it.

For more information about enabling Lightning Knowledge, see [Enable Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_enable.htm&language=en_US).

1. From Setup, in the Quick Find box, enter Knowledge, and then select **Knowledge Settings**.
2. Click **Edit**.
3. Under Lightning Knowledge Settings, select **Enable Lightning Knowledge**.
4. Enable any other Knowledge settings that you want.
5. Click **Save**.

## Give Service Agents Access to Knowledge Articles

Give your knowledge agents access to articles in Lightning Knowledge.

For more information, see [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&language=en_US).

1. From Setup, in the Quick Find box, enter Users, and then select **Users**.
2. Click **Edit** next to the user’s name.
3. Select **Knowledge User**.
4. Save your changes.

## Enable a Timeline in Communications Service Console

A timeline visually shows agents the sequence of events happening over time. You can use the out-of-the-box timeline or customize it. You can also create your own timelines. After you enable Timeline, you can’t disable it.

1. From Setup, in the Quick Find box, enter Timeline, and then select **Timeline**.
2. Turn on **Timeline Configuration.**

You can now view and customize the provided timeline that has the API name, B2B\_Account\_Timeline.

## Troubleshoot the Out-of-the-Box Timeline

If the out-of-the-box timeline isn’t working as expected in the Communications Service Console, deactivate and reactivate it.

1. From Setup, in the Quick Find box, enter Timeline, and then select **Timeline**.
2. In the Timeline Action menu, select **Deactivate**, and then select **Activate**.

## Configure the RecordType Filter for the Account Record Page

Configure the RecordType filter available in Salesforce Industries Communications, Media, and Energy (CME) for the Account record page available on the Salesforce Platform.

1. Go to the Account record page available on the Platform.
2. From the Setup menu, select **Edit Page**.
3. Select the component that you want to apply the filter to.
    
    Component properties appear on the right side of the page.
4. In the Set Component Visibility section, click **\+ Add Filter**.
    
    A window shows the filter details.
5. Select **Advanced** as the filter type.
6. Select **Record > Account Record Type > Name** as the field.
7. Set **Equal** as the operator and **Billing** as the value.
8. Click **Done**.

## Identity Verification with Salesforce Open CTI or Omni-Channel (Salesforce Voice)

Enable service agents to receive calls and verify the customer’s identity before the agent shares sensitive information with the caller.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-communications-264-0-0-production-enus/444efb86-ea1e-477e-afbc-56eaac192eaf/images/icon_important.png)

Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs.

To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US).

Communications Service Console uses Service Cloud features to enable the usage of the Identity Verification feature via phone or voice call. Integrate one of these features in Salesforce.

- Salesforce Open CTI—with Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. See [Salesforce Open CTI](https://help.salesforce.com/s/articleView?id=service.cloud_cti_api_overview.htm&language=en_US) and [Get Started with Open CTI](https://developer.salesforce.com/docs/atlas.en-us.240.0.api_cti.meta/api_cti/sforce_api_cti_intro.htm). For information about adding a user to your softphone, see the [Add Users and a Softphone to Salesforce Call Center](https://trailhead.salesforce.com/content/learn/modules/service_call/service_call_users) trailhead.
- Omni-Channel using the Salesforce Voice channel—Omni-Channel routes work requests to the most available and qualified support agents in the console. See [Set Up Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_intro.htm&language=en_US). [Service Cloud’s support channels](https://help.salesforce.com/s/articleView?id=service.support_channels.htm&language=en_US) offer many ways—phone, email, web chat, social network channels, and more—that your customers can use to contact you. Communications Service Console supports the Salesforce Voice channel. See [Set Up Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&language=en_US).
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-communications-264-0-0-production-enus/444efb86-ea1e-477e-afbc-56eaac192eaf/images/icon_note.png)
    
    Note The engagement attendee field in the engagement interaction object is stamped with the caller’s contact record details.

## Show Assets in the Asset Viewer

If no assets appear on the Assets tab in the Communications Service Console, add Assets as a related list to the Account record page.

1. In Setup, go to **Object Manager**.
2. Click **Accounts**.
3. Click **Page Layouts**.
4. Select a layout to edit.
5. Drag the **Assets** related list to the Related Lists section.
6. Save your changes.

## Configure the Billing and Usage Tab

Add the Billing and Usage tab next to the default Overview and Assets tabs in Communications Service Console. Configure the Overview, Service Usage, Bills, and Payments subtabs to show usage, billing, and payment information..

1. In Communications Service Console, from the Setup menu, select **Edit Page**.
2. Add the Billing and Usage tab.
    1. Click the **Overview** tab or the **Assets** tab.
        
        You can configure the tabs in the Page > Tabs section.
    2. Click **Add Tab**.
        
        A default Details tab appears.
    3. Click the **Details** tab.
    4. In the Page > Tabs section, click the Details tab component, and then select **Custom** from the dropdown.
    5. In Custom Label, enter Billing and Usage, and then click **Done**.
3. Add subtabs to the Billing and Usage tab.
    
    1. Click the **Billing and Usage** tab.
        
        You can configure the Billing and Usage tab.
    2. In the search field on the Components tab, enter Tabs, and then drag the Tabs component to the Billing and Usage tab region.
        
        The default Related and Details subtabs are added.
    3. Click the **Related** subtab or the **Details** subtab.
        
        You can configure the subtabs in the Page > Tabs section.
    4. In the Page > Tabs section, click the **Related** subtab component, and then select **Overview** from the dropdown.
    5. Click **Done**.
    6. In the Page > Tabs section, click the **Details** subtab component, and then select **Custom** from the dropdown.
    7. In Custom Label, enter Service Usage, and then click **Done**.
    8. Click **Add Tab**.
        
        A default Details subtab appears.
    9. In the Page > Tabs section, click the Details subtab component, and then select **Custom** from the dropdown.
    10. In Custom Label, enter Bills, and then click **Done**.
    11. Similarly, add a **Payments** subtab.
    
    The Billing and Usage tab now has four subtabs—Overview, Service Usage, Bills, and Payments.
4. Configure the subtabs so that they show relevant information by adding preconfigured FlexCards to them.
    1. Click the **Overview** tab.
    2. In the search field on the Components tab, enter Flexcard, and then drag the FlexCard component to the Overview tab region.
    3. Click anywhere in the FlexCard region.
    4. In the Page > Flexcard section, in Flexcard Name, enter SFIBillingInquiryOverview and then select **SFIBillingInquiryOverview**.
    5. Similarly, add the SFIBillingInquiryUsageRecordsContainer, SFIBillingInquiryInvoices, and SFIBillingInquiryPaymentsSummary Flexcards to the Service Usage, Bills, and Payments subtabs, respectively.
    6. Save your changes.