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Salesforce Console
Salesforce Spring

salesforcedocs
Last updated February

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as are other names and marks Other marks appearing herein may be trademarks of their respective owners

CONTENTS

Salesforce Console
How Are Console Apps Different
Plan Your Implementation
Console in Salesforce Classic
Console in Lightning Experience
Console Limitations

SALESFORCE CONSOLE

Salesforce Console apps are a tabbased workspace suited for fastpaced work environments
Manage multiple records on a single screen and reduce time spent clicking and scrolling to quickly
find update and create records

EDITIONS

The console is perfect for Sales and Service folks Support agents can use multiple applications at
once and keep the context of cases as priorities change Sales reps have all the tools at their fingertips
to cultivate leads close deals and manage relationships

Available in Salesforce
Classic not available in all
orgs and Lightning
Experience

Administrators can customize a console to determine everything from the objects in the navigation
tab to whether you can place phone calls with a softphone Customizations can also include
displaying knowledge base articles alongside cases creating custom actions with keyboard shortcuts
or chatting with customers over the web with Live Agent

Available in Essentials
Professional Enterprise
Performance Unlimited
and Developer Editions

Developers can help solve unique business problems with custom console components and use

the Salesforce Console API to add thirdparty integrations

Lightning console apps are
available for an extra cost to
users with Salesforce
Platform user licenses for
certain products Some
restrictions apply For pricing
details contact your
Salesforce account
executive

Note You can create console apps in Salesforce Classic and Lightning Experience When
working with Lightning console apps keep the following things in mind
Lightning console apps dont yet have full parity with Salesforce Classic console apps For
example some features in Salesforce Classic console apps such as push notifications and
custom keyboard shortcuts arent available in Lightning console apps Learn more
You cant upgrade Salesforce Classic console apps to Lightning Experience from Setup To
get started in Lightning Experience customize these Salesforceprovided Lightning console
apps Service Console and Sales Console

Lightning console apps are
available in the Essentials
edition in Lightning
Experience only

IN THIS SECTION

How Are Console Apps Different from Standard Apps
Apps with standard navigation let you open a single record at a time However apps with console navigation let you open multiple
records at a time and related records open in subtabs under the original record In console apps you also get a handy split view
that lets you work quickly through a list of records
Plan Your Salesforce Console Implementation
Determine whether your console is for Service Sales or a unique business need Think about your console users and what information
they need most
Salesforce Console in Salesforce Classic
Get started with the Salesforce console in Salesforce Classic
Salesforce Console in Lightning Experience
Get started with the Salesforce console in Lightning Experience

Salesforce Console

How Are Console Apps Different from Standard Apps

Salesforce Console Limitations
Understand the limitations of the Salesforce Console

SEE ALSO

Salesforce Console Implementation Guide for Salesforce Classic
Salesforce Console Developer Guide
Supported Browsers

How Are Console Apps Different from Standard Apps
Apps with standard navigation let you open a single record at a time However apps with console
navigation let you open multiple records at a time and related records open in subtabs under the
original record In console apps you also get a handy split view that lets you work quickly through
a list of records
Heres a look at how standard navigation apps and console navigation apps are different

EDITIONS

Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Available in Essentials
Professional Enterprise
Performance Unlimited
and Developer Editions
Lightning console apps are
available for an extra cost to
users with Salesforce
Platform user licenses for
certain products Some
restrictions apply For pricing
details contact your
Salesforce account
executive
Lightning console apps are
available in the Essentials
edition in Lightning
Experience only

In Lightning console apps your apps navigation rules determine how records are opened You can configure related records to open
as workspace tabs or as subtabs of a new workspace tab For example you can have contact records open as a subtab of that contacts
account

Salesforce Console

Plan Your Salesforce Console Implementation

With console apps you can work with multiple records more efficiently If you work in a fastpaced environment console apps are a
great solution

SEE ALSO

Salesforce Console
Plan Your Salesforce Console Implementation

Plan Your Salesforce Console Implementation
Determine whether your console is for Service Sales or a unique business need Think about your
console users and what information they need most
Note Lightning console apps dont yet have full parity with Salesforce Classic console apps
For example some features in Salesforce Classic console apps such as push notifications and
custom keyboard shortcuts arent available in Lightning console apps Learn more
You cant upgrade Salesforce Classic console apps to Lightning Experience from Setup To
get started in Lightning Experience customize these Salesforceprovided Lightning console
apps Service Console and Sales Console
Salesforce Classic Consoles
If youre assigned the Service Cloud User feature license you can review and customize an
outofthebox console by selecting Sample Console from the app menu
Lightning Experience Consoles
Salesforce provides standard Lightning console apps for Sales and Service To access these apps
you must be assigned the correct feature license Go to the App Launcher and click Service
Console or Sales Console These apps are designed to meet all your Service and Sales needs
and can be customized
You can set up multiple consoles in your Salesforce org so long as you dont exceed your editions
custom apps limit If youre already using a console for Service you can create a console for Sales
without purchasing separate licenses

IN THIS SECTION

Salesforce Console Planning Questions
Review these questions to help you get the most out of your console implementation
Salesforce Console Implementation Tips
Review these tips to make sure that youre getting the most out of your console implementation

EDITIONS

Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Available in Essentials
Professional Enterprise
Performance Unlimited
and Developer Editions
Lightning console apps are
available for an extra cost to
users with Salesforce
Platform user licenses for
certain products Some
restrictions apply For pricing
details contact your
Salesforce account
executive
Lightning console apps are
available in the Essentials
edition in Lightning
Experience only

Salesforce Console

Salesforce Console Planning Questions

Lightning Console Technical Requirements
Review these recommended technical requirements to get the best performance out of your console implementation

SEE ALSO

Set Up a Salesforce Console in Salesforce Classic
Create and Edit a Custom Lightning Console App
Supported Browsers
Salesforce Console Limitations
Salesforce Console Implementation Guide for Salesforce Classic

Salesforce Console Planning Questions
Review these questions to help you get the most out of your console implementation
Who will use a console in your Salesforce org

A console is designed for users who want to find update and create records quickly If users profiles are assigned to a console app

they can access it Before creating a console we recommend determining which of your existing user profiles will benefit the most
from console access such as profiles assigned to support agents or a telesales team You can also consider creating a profile or
cloning an existing profile from which you can assign users to a console
Have you purchased enough feature licenses
Salesforce users must have a feature license to use a console After you set up a console you can manually assign the licenses to
users
Who will implement console apps for your company

A console is an app consisting of a group of tabs working as a unit to provide application functionality Salesforce provides standard

apps such as Sales and Service You create a console as a custom app that users select from the app menu and App Launcher If
there is a user in your company who is familiar with creating apps in Salesforce have that person implement console apps
Which objects do you want users to access in the console
The navigation tab in Salesforce Classic and the navigation bar in Lightning Experience lets users select objects such as cases
accounts or contacts and view that objects home page We recommend that you add objects that function as the center of your
business processes For example the center of support agents business process is most likely cases so make cases available to agents
in the console
How do you want records to display in a console when theyre selected

A console displays all records as tabs so that users can quickly find update and create records on one screen Primary tabs display

the main item to work on such as an account Subtabs display related records such as cases or contacts on an account
Salesforce Classic
You can select which records display as primary tabs and subtabs Pick the center of your business process as a primary tab and
related items as subtabs For example you can set accounts as a primary tab and cases and contacts as subtabs You can also
choose how records display when theyre selected outside of primary tabs or subtabs for example when users select cases from
list views or search results
Lightning Experience
In Lightning console apps primary tabs are called workspace tabs By default records open as workspace tabs when selected
from the list view associated with the current navigation bar item Records opened from a workspace tab open as subtabs For
example if you select accounts from the navigation bar and then click an account in the list the account opens as a workspace
tab Then if you click a contact name from the account page the contact record opens as a subtab

Salesforce Console

Salesforce Console Planning Questions

You can define navigation rules for a console app Navigation rules determine how records open when theyre clicked outside
of a workspace tab or subtab containing a record For example define a rule so that when you select accounts from the navigation
bar and then click an account in the list it opens as a workspace tab and its associated contact opens as a subtab

What features can I use in the console

Salesforce Classic
Available features include things like Highlight Panels Interaction Logs Live Agent a Knowledge sibebar whitelisitng domains
choosing how lists display setting up push notifications keyboard shortcuts and more
For a list of features that you can implement in your console see Console Configurable Features in Salesforce Classic
Lightning Experience
Customizing a Lightning console app is different than a Salesforce Classic console
For a list of features that you can implement in your console see What Features Are Available in Lightning Console Apps
Do you want users to receive and make phone calls from a console

You can integrate Salesforce with thirdparty computertelephony integration systems CTI using Open CTI For more information

see Salesforce Call Center
Do you want to customize extend or integrate a console with other systems
Create components to customize extend or integrate the Salesforce Console with other systems For example you might want to
create components that display thirdparty apps or content when users view specific pages
What is the Agent Console
The Salesforce console improves upon the Agent console by providing you with more options and more advanced technologies

SEE ALSO

Plan Your Salesforce Console Implementation
Salesforce Console Implementation Tips
Supported Browsers
Salesforce Console Implementation Guide for Salesforce Classic

Salesforce Console

Salesforce Console Implementation Tips

Salesforce Console Implementation Tips
Review these tips to make sure that youre getting the most out of your console implementation

EDITIONS

General Implementation Tips

A console respects all the security and sharing settings in your Salesforce org

To see any setup changes to a console refresh your browser
Salesforce Console for Service Implementation Tips
To use a console for Service users must be assigned the Service Cloud User feature license
To use Live Agent in a console users must be assigned the Live Agent User feature license
If Salesforce Knowledge is set up turn on the Knowledge sidebar so that console users can
automatically see relevant articles alongside any cases that theyre working on

SEE ALSO

Plan Your Salesforce Console Implementation
Supported Browsers
What Features Are Available in Lightning Console Apps
Salesforce Console Implementation Guide for Salesforce Classic

Lightning Console Technical Requirements
Review these recommended technical requirements to get the best performance out of your console
implementation

Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Available in Essentials
Professional Enterprise
Performance Unlimited
and Developer Editions
Lightning console apps are
available for an extra cost to
users with Salesforce
Platform user licenses for
certain products Some
restrictions apply For pricing
details contact your
Salesforce account
executive
Lightning console apps are
available in the Essentials
edition in Lightning
Experience only

These technical requirements are provided to help you predict whether your hardware and network
can provide an acceptable and productive user experience Salesforce strongly recommends testing
the actual enduser experience with a configuration identical to what you expect to use in production Test using the same geographic
location hardware browser network settings and the expected concurrent users for shared hardware like virtual desktops In Lightning
Experience page load times can be captured using Lightning Component Debug Mode or by appending eptVisible to your

URL

httpsyourDomainlightningforcecomoneoneappeptVisible

Technical Requirements
For the fastest and most stable experience we recommend
An Octane score of
Network latency of ms or lower
Download speed of Mbps or higher

At least GB of RAM with GB available for Salesforce browser tabs

Minimum requirements are
An Octane score of
Network latency of ms or lower
Download speed of Mbps

At least GB of RAM with GB available for Salesforce browser tabs

Salesforce Console

Lightning Console Technical Requirements

Based on our lab tests the minimum requirements result in slower page load times and login load times versus the recommended
specifications Users that use over records a day are more likely to have their browser tab crash when using the minimum
requirements due to memory limits
You can find your Octane score latency and download speed by appending speedtestjsp to your orgs domain
httpsyourDomainlightningforcecomspeedtestjsp

We recommend running this test on the same hardware network physical location and browser as your users For virtual environments

such as VDI run all tests from within that virtual environment

Improving Page Load Times
The most important factors in predicting page load times are Octane score network latency download speed and the amount of
customization on a given page See this knowledge article for more information on how to improve performance
Improving Octane Scores

Octane is a benchmark developed by Google that measures JavaScript performance A higher Octane score correlates to faster page

load times Octane factors in your computer hardware and browser choice
Using newergeneration hardware with faster CPUs generates higher Octane scores
Using the latest version of Salesforcesupported browsers generates higher Octane scores

IE results in low Octane scores and much slower page load speeds

Improving Tab Longevity

The amount of RAM available has a significant impact on browser tab longevity Having enough RAM available helps prevent crashes

Insufficient RAM can also negatively impact page load times with older browsers

Improving Virtual Desktop Environment Performance
Virtual desktop environments often have older processors and are shared by many users resulting in slower page load times To
predict how a virtual desktop performs with Lightning Experience run performance tests from within the virtual environment Use
as many concurrent users as expected in production and take their usage patterns into account Run speedtestjsp to
determine the Octane score during concurrent use and test page load times during concurrent use using Lightning Component

Debug Mode or the eptVisible URL parameter

If your Octane score is below or you have slow page load times Salesforce recommends upgrading your hardware reducing
the number of users per environment or using dedicated desktops

SEE ALSO

Octane Frequently Asked Questions
Improve Performance and Speed in Lightning Experience
Lightning Components Developer Guide Enable Debug Mode for Lightning Components
Supported Browsers

Salesforce Console

Salesforce Console in Salesforce Classic

Salesforce Console in Salesforce Classic
Get started with the Salesforce console in Salesforce Classic
Watch a Demo

EDITIONS

Introducing the Salesforce Console English only
Available in Salesforce
Classic not available in all
orgs
Available in Professional
Enterprise Performance
Unlimited and Developer
Editions

Salesforce Console User Interface

Heres how a console in Salesforce Classic works
Select objects and records from the navigation tab Records display in a list which you can pin at the left of the top of the screen

Selected records appear as primary tabs and tabs let you work on several items at once A highlights panel shows key information

related to records Records related items appear as subtabs and subtabs let you quickly switch between related information without
losing context View and interact with content in the feed or detail area Access custom component data in sidebars and footers
Note Lightning console apps dont yet have full parity with Salesforce Classic console apps For example some features in
Salesforce Classic console apps such as push notifications and custom keyboard shortcuts arent available in Lightning console
apps Learn more
You cant upgrade Salesforce Classic console apps to Lightning Experience from Setup To get started in Lightning Experience
customize these Salesforceprovided Lightning console apps Service Console and Sales Console

Salesforce Console

Set Up a Salesforce Console in Salesforce Classic

IN THIS SECTION

Set Up a Salesforce Console in Salesforce Classic
You can set up a console for Sales Service or create one for your own business needs
Console Configurable Features in Salesforce Classic
An administrator must enable and configure most console features to determine how console users view and work with data
Customize a Console with Custom Components in Salesforce Classic
Create components to customize extend or integrate the Salesforce Console with other systems
Work with a Salesforce Console in Salesforce Classic
Get more done faster using a consoles enhanced interface to work with records

SEE ALSO

Salesforce Classic Console Limitations
Supported Browsers
Salesforce Console Implementation Guide for Salesforce Classic
Salesforce Console Developer Guide
Salesforce Console in Lightning Experience

Set Up a Salesforce Console in Salesforce Classic
You can set up a console for Sales Service or create one for your own business needs

EDITIONS

IN THIS SECTION

Available in Salesforce
Classic not available in all
orgs

Set Up a Service Console in Salesforce Classic
Create and customize a console app then assign the Service Cloud User feature license to users
Set Up Sales Console in Salesforce Classic
To enable a console for the first time contact Salesforce then assign users the correct permission
set license and user permissions

Available in Professional
Enterprise Performance
Unlimited and Developer
Editions

Set Up a Salesforce Console App in Salesforce Classic
To create a console administrators must create a console app
Brand a Salesforce Console in Salesforce Classic
You can brand a console by adding a custom logo to its header and specifying colors for its header footer and primary tabs
Hide a Salesforce Classic Console from the App Launcher in Lightning Experience
By default Salesforce Classic consoles appear in the App Launcher in Lightning Experience This visibility lets your console users
access all your consoles apps ones created in Salesforce Classic and ones created in Lightning Experience without having to switch
UIs You can change this behavior if you want to limit access to your Salesforce Classic consoles

SEE ALSO

Salesforce Console in Lightning Experience

Salesforce Console

Set Up a Salesforce Console in Salesforce Classic

Set Up a Service Console in Salesforce Classic
Create and customize a console app then assign the Service Cloud User feature license to users

EDITIONS

Customize highlight panels for all objects and turn them on
Available in Salesforce
Classic not available in all
orgs

Create a console app and assign it to user profiles
Optionally for support agents
Brand your console

Available in Professional
Enterprise Performance
Unlimited and Developer
Editions

Choose how pinned lists display
Whitelist domains
Customize push notifications
Customize keyboard shortcuts

USER PERMISSIONS

Turn on the Knowledge Sidebar
Set up interaction logs and assign them to user profiles
Turn on Live Agent available only for a console for service
Note Set up your Live Agent implementation before adding it to your console If
youre adding Live Agent 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 thirdparty 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

SEE ALSO

Salesforce Console Implementation Tips
Console Configurable Features in Salesforce Classic
Salesforce Console Implementation Guide for Salesforce Classic
Lightning Service Console

To create a Salesforce
console for Service
Customize Application

AND

Service Cloud User
To customize a Salesforce
console for Service
Customize Application

Salesforce Console

Set Up a Salesforce Console in Salesforce Classic

Assign the Service Cloud Feature License to Users
The Service Cloud User feature license entitles users to additional Salesforce features such as the
Service Console

EDITIONS

To assign the license to a user

Available in Salesforce
Classic not available in all
orgs and Lightning
Experience

From Setup enter Users in the Quick Find box then select Users
Click Edit next to a users name
Select Service Cloud User

Available in Essentials
Professional Enterprise
Performance Unlimited
and Developer Editions

Click Save

SEE ALSO

Lightning console apps are
available for an extra cost to
users with Salesforce
Platform user licenses for
certain products Some
restrictions apply For pricing
details contact your
Salesforce account
executive

Set Up a Service Console in Salesforce Classic

Lightning console apps are
available in the Essentials
edition in Lightning
Experience only

USER PERMISSIONS

To assign the Service Cloud
User feature license to
users
Manage Internal Users

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