The app ships with the org, so setup means editing what is already there in App Manager rather than building a console from scratch.
- Open the right app in App Manager
From Setup, enter App Manager in the Quick Find box and select it. Find the Service Console row, open its dropdown, and click Edit. If two rows share the name, check the icon first.
- Trim the navigation items
In App Settings, open Navigation Items and keep what agents touch daily: Cases, Contacts, Accounts, Knowledge. Remove the rest, because every surplus item pushes a useful tab into the overflow menu.
- Stock the utility bar
Open Utility Items and add Omni-Channel, Macros, Quick Text, History, and an Open CTI softphone if you have telephony. Each item gets its own panel width and height in pixels.
- Assign the profiles that need it
Under User Profiles, add each profile that should see the app in the App Launcher. Assignment alone does not grant the Lightning Console User permission.
Per app, not per user. Decides whether a related record opens as its own workspace tab or as a subtab under the one you are already in.
A utility loaded with no icon in the bar. Right for event listeners, wrong for anything an agent has to click.
One positive integer for the whole org, on its own Setup page. Enter the name in Quick Find, and save 0 to switch the feature off.
- A Classic console app cannot be upgraded to Lightning. You rebuild it or customize a shipped one.
- Agentforce Service Assistant is not a utility bar item. Salesforce ships it as a panel for Case and Messaging Session record pages, so hunting under Utility Items comes up empty.
- Visualforce overrides only partly survive the move to Lightning console apps: the delete action is not supported.
Keep the related term in your library so you can find this topic again.