While you can choose which related objects appear in the Agent console's mini view, you can only choose objects with a lookup or master-detail relationship on the primary object. For example, from the cases object, you can choose account and contact because cases have account and contact lookup fields.
Required Editions
| View supported editions. |
Important Where possible, we changed noninclusive terms to align with our
company value of Equality. We maintained certain terms to avoid any effect on customer
implementations.
| User Permissions Needed | |
|---|---|
| To set up the Agent console: | Customize Application |
- From the object management settings for the object whose page layout you want to edit,
go to Page Layouts.
The standard or custom object you choose in this step represents the record in the detail view of the console, and the related objects in the mini view are the records associated with it.
- Next to a page layout name, click Edit.
- In the page layout header, click Mini Console View.
- To select which related objects are displayed in the mini view, select a field name, and click Add or Remove. You can select objects only if they are defined as lookup relationships and those lookup fields are included on the page layout. To change the order of the related objects in the mini view, select a field name in Selected Relationship Fields, and click Up or Down. Click Save when finished.
- Click Save.
- Next, define mini page layouts to specify the fields and related lists to show for the related objects in the mini view.
Tip The fewer related objects you add to the Agent
console's mini view, the easier it is for users to read the information displayed. The
console can also process data faster when fewer related objects are added to the mini
view.
Note You cannot choose related objects for the Close Case Layout or the Log a
Case Page and View Cases Page layouts on the Self-Service Portal.