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Difficulty: MediumService Cloud Console Configuration

A Salesforce Administrator at Velox Health Solutions is setting up a Lightning Service Console app for the patient support team. The support manager requires that when agents view a Case, any related Account and Contact records open automatically as subtabs underneath the Case primary tab. Additionally, agents need persistent access to a softphone dialer component at the bottom of the console interface regardless of which workspace tab is active. Which TWO configuration actions should the administrator take to fulfill these business requirements?

  1. Configure Navigation Rules in the App Manager for the Service Console app to open Account and Contact records as subtabs of the Case primary tab.Answer
  2. Add the softphone component to the Utility Bar settings of the Service Console application in the App Manager.Answer
  3. C
    Modify the Case Lightning Record Page layout to embed the softphone component within the main record detail tab.
  4. D
    Update Organization-Wide Defaults for Case records to automatically lock related subtab focus when opening parent records.

Answer

The administrator must configure Navigation Rules in the App Manager to set Account and Contact records to open as subtabs of Case primary tabs, and add the softphone component to the Utility Bar of the Service Console application.
To achieve the desired console user experience, the administrator must utilize App Manager features designed specifically for Lightning Console apps: Navigation Rules control whether records open as workspace primary tabs or subtabs underneath another record, while the Utility Bar provides a fixed footer for persistent tools such as softphones across all console views.

Step-by-Step Solution

1
Navigate to Setup > App Manager and edit the target Lightning Service Console app.
Access the app-level configuration settings.
Console layout features, tab behaviors, and utility items are managed directly in the App Manager settings.
2
Configure Navigation Rules under the app settings.
Define primary tab and subtab relationships for Case-related records.
Setting Account and Contact objects to open as subtabs ensures they open cleanly under the primary Case workspace tab.
3
Add the softphone CTI component to the App Utility Bar section.
The utility bar item appears persistently at the bottom of the screen.
Utility Bar items remain visible at the bottom of the console regardless of which primary tabs or subtabs are open.

Key Concept

Lightning Service Console Navigation Rules and Utility Bar Configuration
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Topics

Service Cloud Console Configuration

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