Create and customize a console app, then assign the Service Cloud User feature license to users.
Required Editions
| Available in: Salesforce Classic |
| 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 |
- Customize highlight panels for all objects and turn them on.
- Create a console app and assign it to user profiles.
-
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.
- 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.