Walk me through customising the Service Console for an agent role.

The Service Console is a multi-record Lightning App optimised for case-handling — agents need many records visible simultaneously, fast keyboard navigation, and a utility bar for telephony/macros. It's a Lightning App with Console navigation style (instead of Standard).

Customisation steps:

1. Create or clone the Service Console app. Setup -> App Manager. Choose Console navigation. Assign to the agent profile/permission set.

1. Build a Lightning Record Page for Case (in App Builder) targeting the Service Console specifically. Components to include:

• Highlights Panel — show Status, Priority, Case Number prominently.
• Path — visual case lifecycle indicator if Cases use record-type-driven stages.
• Knowledge Component — surface relevant articles for the case automatically.
• Related Tabs — Activity, Details, Feed, Related Records — split into accordions for fast scanning.
• Custom components — case timer, customer 360 widget, etc.

1. Configure the Utility Bar:

• Macros — common scripted actions agents trigger by hotkey.
• Quick Text — pre-written response snippets, surfaced via hotkey or text shortcut.
• Open CTI — inline phone/SMS pane for telephony.
• History — recently viewed records, easy back-navigation.
• Notes / Tasks — quick-capture utility items.

1. Compact Layouts — set them up so workspace tabs show the most-needed Case info (Number, Status, Priority) without opening the record.

1. Lookup Search Layouts — what fields appear when an agent searches for a Contact / Account from a case. Tune for speed.

1. Quick Actions — common Case quick actions: Update Status, Log a Call, Email Customer, Close Case. Surface these in the page layout actions section.

1. Console Components (subtabs) — each Case opens as a workspace tab, with subtabs for related records (Contact, related Cases, etc.).

1. Keyboard Shortcuts — Service Console has built-in shortcuts (toggle utility bar, jump to next subtab); admins can add custom ones via Lightning Components.

1. Omni-Channel — if cases route via Omni-Channel, configure the agent's presence statuses, skills, and the Omni-Channel utility bar component.

A common admin lift: pair the console customisation with a Macros library and a Quick Text library, both of which take agent productivity from "ok" to "game-changing".