USING THE CONSOLE TAB

Summary Console Concepts

The console is a tab that Before setting up and using the Console tab, review the following terminology used to describe its
combines related records components:
into one screen with different
frames so that users have all
the information they need
when interacting with
Salesforce. Common tasks
are accomplished with fewer
clicks and without much
navigation. Administrators
choose the information
displayed in the console to
accommodate varied and
evolving business processes.

Service Cloud
Console
The Salesforce console is
different from the Console
tab. It improves on the 1. List View—A list display of records based on specific criteria. The list views you can select to display
Console tab by displaying in the console are the same list views defined on the selected object’s tab. You cannot create a list
records and related items as view from the console.
tabs on one screen. For more
information, see Salesforce Note: When a user selects the Console tab, it displays the last list view he or she viewed from
Console. the console.

2. Detail View—The detail page view of any record selected from any of the console’s frames. The detail
Resizing Frames view displays the same page layouts defined on the object’s detail pages. When a record is displayed
To resize a frame in the in the detail view, it is highlighted in the list view.
console, point to a frame.
3. Mini View—Records associated with the record displayed in the detail view. The fields displayed in
When the pointer changes to
a double-headed arrow,
the mini view are defined in the mini page layouts by an administrator. If a record displayed in the
drag the frame until it is the detail view does not have any records associated with it, then the mini view does not display.
size you want. You cannot 4. Sidebar—A column that, when moused over, displays a calendar shortcut, recent items, and the
resize the sidebar. Recycle Bin, just like the sidebar displayed on every Salesforce page. To display the sidebar in the
console, click the arrow icon on the left frame.

Last updated: March 30, 2020

Using the Console Tab Setting Up the Console Tab

Setting Up the Console Tab

Administrators set up the console in five steps: create console layouts, choose the related objects to show
Starting the Console in the mini view, define mini page layouts, assign user profiles to console layouts, and add the Console
After an administrator sets tab to custom apps.
up the console, users can
1. Create console layouts to define which objects users can see from the console’s list view. For example,
start using it by clicking the
if you add cases to a console layout, then users whose profiles are assigned to that console layout can
Console tab.
see list views of cases in the console's list view.
a. From Setup, enter Console Layouts in the Quick Find box, then select Console
Calendar Shortcut
Layouts.
Administrators can display a
shortcut to the calendar in b. Click New.
the sidebar for all users from c. Enter a name for the new layout.
Setup by entering
Calendar Shortcut d. Click Save.
in the Quick Find box, e. Click Edit in the Selected List Views section.
then selecting Calendar
Shortcut, selecting Show
• To add or remove objects to the layout, select an object, and click the Add or Remove arrow.
Calendar Shortcut, and • To change the order of the objects as they will appear in the console's list view frame, select
clicking Save. an object in the Selected List box, and click the Up or Down arrow.

f. To add or remove objects to the layout, select an object, and click the Add or Remove arrow.
g. To change the order of the objects as they will appear in the console's list view frame, select an
object in the Selected List box, and click the Up or Down arrow.
h. Click Save.

2. Define which related records display in the mini view when a record of a particular type is shown in
the detail view. For example, when a case is in the detail view, you can display an account, contact,
or asset in the mini view. To choose related objects:
a. From Setup, enter a related object's name in the Quick Find box, then select Page Layouts.
b. Choose a page layout name.
c. Click Mini Console View.
d. Select which records associated with the record in the detail view will be displayed in the mini
view. You can only select objects that are defined as lookup relationships and are included on the
page layout.

Note: You can change the order of how related objects display in the mini view by clicking
the Up and Down arrows.

e. Click Save.

3. Define mini page layouts for the records that appear in the mini view of the console. A mini page
layout contains a subset of the items in an existing page layout. Mini page layouts inherit record types,
profile associations, related lists, fields, and field-level security from the page layout. To define a mini
page layout:
a. Choose the page layout for the related object you want to customize.
b. Click Mini Page Layout.

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Using the Console Tab Home Page Layouts and Mini Page Layouts

c. Select which fields and related lists will be displayed for this type of record in the mini view. For
each related list you select, choose which fields to display in that related list.
• The more related lists you add to mini page layouts, the longer it may take the console to
process data.
• You can select all of the available fields and related lists to display in the console; however, it
is recommended that you only select a few so that users do not have to scroll to find
information.
• Selected fields and related lists display in the console even when they do not contain content.

d. Click Save.

4. Assign profiles to console layouts to determine which console layouts users see:
a. From Setup, enter Console Layout in the Quick Find box, then select Console Layout.
b. Click Console Layout Assignment.
c. Select a console layout to assign to a profile via the drop-down list.
d. Select the Console tab visibility settings for a profile via the drop-down list.
e. Click Save.

5. Add the Console tab to custom apps so that users can access the console from specific apps:
a. From Setup, enter Apps in the Quick Find box, then select Apps.
b. Click Edit next to the app where you want to include the Console tab.
• To add or remove the Console tab to the app, select the Console tab, and click the Add or
Remove arrow.
• To change the order of the Console tab as it will appear in the app, select the Console tab in
the Selected List box, and click the Up or Down arrow.

c. Click Save.

Home Page Layouts and Mini Page Layouts

Home page layouts affect mini page layouts in the following ways:
• Fields marked Required and Always on Layout on page layouts are automatically included
on the mini page layout and cannot be removed unless they are removed from the page layout.
• Field properties on the page layout determine field properties on the mini page layout. For example,
if a field is read-only on the page layout, that same field will be read-only on the mini page layout. To
change the field properties of fields on the mini page layout, you must change the field properties of
fields on the page layout. Note that the console respects field-level security in organizations where it
is available.
• The order of related lists on the page layout determines the order of related lists on the mini page
layout. To change the order of related lists on the mini page layout, you must change the order of
related lists on the page layout.

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Using the Console Tab Navigating within the Console Tab

Navigating within the Console Tab

What you click in the console determines the frame a record displays in.
Back and Forward
In the mini view, clicking:
Buttons
• Links displays the record in the detail view. Associated records display in the mini view.
Clicking the back or forward
buttons on your Web • View displays the entire record in the detail view.
browser cycles you through • Edit displays a mini edit page in the mini view. To edit a field not displayed on the mini edit page,
pages in the console. You click View to display the entire record in the detail view, and then click Edit from the detail view.
will not immediately exit the
console by clicking them.
• Show more on a related list displays the related list in the detail view.
In the list view, clicking:
Using Online Help • A link displays the record in the detail view.
Context-sensitive help is only • A column heading sorts that column in ascending order. Click the heading a second time to sort
available on pages in descending order.
displayed in the console’s
• A letter at the bottom of the list view filters your list view records by the letter.
detail view. Just like other
pages in Salesforce, you can • fewer or more at the bottom of the list view displays a shorter or longer list.
access the help at any time In the sidebar, clicking:
by clicking Help & Training
above the tabs. • The arrow icon on the left frame keeps the sidebar visible in the console. Click the arrow icon a
second time to hide the sidebar.
• A record under Recent Items displays the record in the detail view.
• Calendar displays the calendar in a new page outside of the console.
• Recycle Bin displays the Recycle Bin in a new page outside of the console.

Pages Display
Outside of the
Using the Console List View
Console The console’s list view allows you to quickly perform actions within Salesforce without leaving the console.
Not all pages open within the Display list views
console. For example, From the drop-down list in the top left of the list view frame, select an object, and then select a list
clicking Printable View > view of the object to display in the console’s list view frame. No data displays in the console if the
Check Spelling, lookup selected list view does not contain any records.
icons, email addresses, and
custom links set to open in a Search
new browser window all Enter keywords in Search and click Go! to perform an advanced search across all searchable objects
open outside of the console you have access to in your organization. Search results display in the detail view. Terms in an advanced
in a new browser window or search are treated as separate words rather than a phrase. So, searching for “Pat Powers” in advanced
popup. search will find a contact named “Pat P Powers” as well as a contact named “Pat Smith” with an email
address of “[email protected].”
Create records
From the New drop-down list, select any object to create a new record. New record pages display in
the detail view.
View recent items
From the Recent Items drop-down list, you can choose to display any item you most recently
viewed. Recent items display in the detail view.

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Using the Console Tab Using the Console List View

Perform mass actions

Select the checkbox next to items in the list view, and from the Mass Action drop-down list, choose
the action you want to perform on all the selected records.