Examkin

Question

Difficulty: MediumService Cloud Console Configuration

The customer support team at Zenith Software Helpdesk handles high-priority technical cases. Support leadership notices that when agents open related Account and Contact records from a Case record page, those records open as separate primary tabs, causing workspace clutter. The administrator is tasked with ensuring that Account and Contact records automatically open as subtabs beneath the parent Case primary tab in the Lightning Service Console app. Which configuration step should the Salesforce Administrator perform to meet this requirement?

  1. Edit the Navigation Rules for the Service Console application in App Manager to set Account and Contact records as subtabs of Case.Answer
  2. B
    Add the Account and Contact related lists to the Case page layout in the Object Manager.
  3. C
    Configure the Utility Bar settings in App Manager to attach Account and Contact components to the primary tab bar.
  4. D
    Modify the Case Assignment Rules to associate incoming Account and Contact records directly with the queue console layout.

Answer

Edit the Navigation Rules for the Service Console application in App Manager to set Account and Contact records as subtabs of Case.
In Salesforce Lightning Console applications, tab opening behavior is controlled via Navigation Rules inside App Manager. Specifying that related records such as Account or Contact open as subtabs of Case ensures that agents remain focused on the primary case context without cluttering the main console workspace.

Step-by-Step Solution

1
Navigate to Setup and search for App Manager.
Access the list of all Lightning and Classic applications in the organization.
Console application settings, including tab navigation structure, are managed within App Manager.
2
Locate the target Lightning Service Console application, click its action menu, and choose Edit.
Opens the Lightning App Builder settings wizard for the console app.
Modifying the app configuration allows access to navigation rules, utility bar, and user assignments.
3
Select Navigation Rules, locate Account and Contact objects, and set them to open as subtabs of Case.
Clicking linked Account or Contact records from a Case record page will open them neatly aligned under the parent Case primary tab.
Navigation Rules govern record tab hierarchy and opening behavior within Lightning Console apps.

Key Concept

Lightning Service Console Navigation Rules
Rate this question

Topics

Service Cloud Console Configuration

More questions from this topic