Agentforce Service Console workspace
Key Takeaway
The Service Console is the standard Lightning console app for service agents. Workspace tabs, split view, and the utility bar let agents work with multiple records and their related records on one screen.
The Service Console is the standard Lightning console app where service agents work customer cases in Agentforce Service (formerly Service Cloud). Customer service agents and supervisors use the Service Console as their primary app. Users open it from the App Launcher. Unlike a standard app, a console app lets users view multiple records and their related records on the same screen, so agents spend less time clicking and scrolling. Admins customize this out-of-the-box app instead of building a console from scratch.
Workspace tabs and subtabs
Records open in workspace tabs. When an agent opens a related record from inside a workspace tab, the related record opens as a subtab under that workspace tab, so the agent keeps their place while multitasking.
Marco opens case 00012345 about a damaged order, and the case opens as a workspace tab. He clicks the case's contact, and the contact opens as a subtab under the case. A second customer asks about another case, so Marco opens that case in its own workspace tab. When he goes back to the first workspace tab, the case and its contact subtab are still there together.
The tab menu lets users refresh, pin, customize, and close a tab. The Link Grabber feature of the Lightning Extension makes Lightning links open in a new workspace tab instead of a new browser tab.
The "Defer loading inactive console workspace pages" setting is enabled by default. The setting improves performance by minimizing extra page loads. For example, when a navigation rule opens a workspace page, that page doesn't load until the user navigates to it.
To cap how many console tabs load in a session, enable the "Loaded Console Tab Limit" feature and set the maximum.