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Difficulty: MediumService Cloud Console Configuration

A Salesforce Administrator at OmniTech Solutions is configuring a custom Lightning Service Console app for the customer support team. The business requirement states that when support agents open a Contact record from a related Case record, the Contact record must automatically open as a subtab under the parent Case primary tab rather than opening as a separate primary tab. Which configuration setting in the App Manager should the administrator adjust to satisfy this requirement?

  1. Configure Navigation Rules under the App Options in the App Manager to set Contact records to open as subtabs of Case.Answer
  2. B
    Assign a custom permission set granting the Console Navigation Overrides permission to all support agent profiles.
  3. C
    Modify component visibility on the Lightning Record Page using Dynamic Forms to embed the Contact layout inside the Case record frame.
  4. D
    Enable Feed Tracking for Contacts on the Case Page Layout to automatically nest related records.

Answer

Configure Navigation Rules under the App Options in the App Manager to set Contact records to open as subtabs of Case.
In Salesforce Lightning Console apps, Navigation Rules (configured in App Manager) explicitly define whether related records open as primary workspace tabs or subtabs under a parent record. Setting Contact records to open as subtabs of Case ensures agents remain focused on the primary Case context.

Step-by-Step Solution

1
Navigate to Setup and open App Manager.
Access the list of all configured Lightning and Classic apps in the org.
Console application settings, including tab behavior, are maintained centrally within the App Manager.
2
Edit the Lightning Service Console app and select Navigation Rules.
Open the navigation rule settings panel for workspace primary tabs and subtabs.
Navigation Rules determine whether related object records open independently as primary tabs or nested as subtabs under a parent record.
3
Set Contact records to open as subtabs of Case and save the changes.
Whenever an agent opens a Contact from a Case record, it automatically nests under that Case primary tab.
This directly fulfills the business requirement for streamlined console navigation and case workspace management.

Key Concept

Service Console Navigation Rules
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Topics

Service Cloud Console Configuration

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