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Difficulty: HardService Cloud Console Configuration

A Salesforce Administrator at Nexus Global Logistics is configuring a customized Lightning Service Console application for tier-1 support agents who process freight claims. Currently, when an agent clicks a related Contact lookup link inside a Case record tab, the Contact opens in a new primary tab. The support manager requests that whenever a Contact is opened from a Case, it must automatically open as a subtab under that specific Case primary tab. Additionally, agents must see key Contact fields immediately in the top record header without expanding additional sections. Which administration setup steps correctly achieve these business requirements?

  1. Configure Navigation Rules for the Service Console app in App Manager to set Contact as a subtab of Case, and customize the Contact Compact Layout to display key fields in the console Highlights Panel.Answer
  2. B
    Assign a custom Permission Set granting Subtab Navigation Override to agents, and configure Dynamic Forms component visibility rules on the Case record page to render Contact fields.
  3. C
    Configure Dynamic Forms component visibility on the Contact record page to force subtab rendering while relying on field-level security settings to display header fields.
  4. D
    Enable Feed Tracking on the Contact object so that related record updates automatically generate child subtabs beneath the active Case Chatter feed.

Answer

Configure Navigation Rules for the Service Console application in App Manager so that Contact records open as subtabs of Case records, and customize the Contact Compact Layout to populate the Highlights Panel.
In Salesforce Service Cloud Console applications, tab navigation behavior (whether records open as primary tabs or subtabs under a parent record) is governed by Navigation Rules configured within App Manager for that specific app. Additionally, the fields displayed in the header region (Highlights Panel) of a record in the console are driven by the object's assigned Compact Layout.

Step-by-Step Solution

1
Navigate to Setup > App Manager, edit the Lightning Service Console app, and select Navigation Rules.
Defines workspace navigation rules so opening a Contact from a Case record opens it as a subtab under the parent Case primary tab.
Console navigation rules determine tab hierarchy and relationships when navigating between parent and child records.
2
Navigate to Object Manager > Contact > Compact Layouts, edit or create a compact layout, and assign it as the primary compact layout.
Displays selected key fields across the top header of the Contact record within the Service Console.
The Service Console Highlights Panel derives its displayed fields directly from the primary Compact Layout configured on the object.

Key Concept

Service Cloud Console Navigation Rules and Highlights Panel Configuration
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Topics

Service Cloud Console Configuration

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