Service Console case workspace
Key Takeaway
The Service Console is a customizable console app that shows a case and everything about it on one screen. Some parts depend on org settings, so articles in the Knowledge component and the Notes utility appear only when the matching setting is enabled.
The Service Console is a standard Lightning console app built for customer service work. It puts a case and everything about it on one screen: the contact and account, the interaction history, and Knowledge articles and productivity tools. Reps can then work several cases without jumping between pages. Admins can reshape the app to fit their team.
Where the Service Console is available
The Service Console is available in Lightning Experience, in these editions with Service Cloud:
- Essentials
- Professional
- Enterprise
- Performance
- Unlimited
- Developer
Users open the Service Console from the App Launcher.