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Difficulty: Very hardService Cloud Console Configuration

Apex Health Logistics is implementing a custom Lightning Service Console app for its specialized tier-2 escalation support team. The support manager has outlined three strict functional layout requirements for the console interface: 1) When an agent opens an Account record from inside a Case, the Account record must open as a subtab under that Case rather than as a new primary tab; 2) Support agents must be able to view and edit associated Contact details directly from the Case record view without switching active tabs; and 3) Key case fields (Status, Priority, Account Name, and Contact Phone) must remain persistently visible at the top of the Case record page regardless of scrolling. Which combination of configuration actions should the Salesforce Administrator perform to fulfill these requirements?

  1. A
    Configure Subtab Logs in App Manager; add a Record Detail component filtered by Contact on the Case Page Layout; and configure a Dynamic Forms section set to sticky positioning at the top of the page.
  2. Define tab navigation rules in Navigation Items settings to open Account as a subtab of Case; add a Related Record component for Contact to the Case Lightning Record Page; and customize the Case Compact Layout with the required fields.Answer
  3. C
    Assign a dedicated Console Profile to support agents with Additive Subtab permissions; add a Lookup Field component for Contact to the Case page layout; and create a custom Visualforce page pinned to the utility bar.
  4. D
    Configure Case Assignment Rules to automatically link Account subtabs upon case creation; embed a Chatter Feed Component set to Feed Tracking for Contact fields; and enable Data Category visibility on Case records.

Answer

Define tab navigation rules in App Manager settings to open Account as a subtab of Case; add a Related Record component for Contact to the Case Lightning Record Page; and customize the Case Compact Layout.
The solution requiring tab navigation rules, a Related Record component, and a Compact Layout correctly addresses all three admin requirements. Console App Navigation Rules in App Manager define parent-child tab navigation (making Account open as a subtab under Case). The Related Record component on the Case Lightning page displays fields from the parent Contact lookup, enabling inline editing without navigating away. Finally, customizing the Case Compact Layout populates the top Highlights Panel, ensuring key case attributes remain visible during scrolling.

Step-by-Step Solution

1
Configure Console Tab Navigation Rules in App Manager
Specifies that opening an Account record from a parent Case context dynamically opens the Account as a subtab under the primary Case tab.
Console navigation rules govern how related records open relative to primary workspace tabs.
2
Add a Related Record component to the Case Lightning Record page
Allows agents to view and update fields on the associated Contact record directly inside the Case page view.
The Related Record component uses quick actions to present editable fields of a lookup record without tab switching.
3
Customize the Case object's Compact Layout
Drives the fields displayed in the top Highlights Panel of the Service Console record page.
The Highlights Component in Lightning Console relies on the object's assigned Compact Layout to display persistent header summary fields.

Key Concept

Service Cloud Console Navigation Rules, Related Record Components, and Compact Layout Configuration
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Topics

Service Cloud Console Configuration

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