Console Layout
A Console Layout in Salesforce defines the UI configuration of the Service Console (and adjacent agent-console experiences): which primary tabs appear, which sub-tabs open inside a primary, which utility-bar items are available, which Lightning components render in the sidebar, and which Highlights Panel fields show at the top of each record type.
Definition
A Console Layout in Salesforce defines the UI configuration of the Service Console (and adjacent agent-console experiences): which primary tabs appear, which sub-tabs open inside a primary, which utility-bar items are available, which Lightning components render in the sidebar, and which Highlights Panel fields show at the top of each record type. The Console Layout sits alongside the Page Layout (which controls fields on the record body) and the App configuration (which controls navigation and apps). It is the layout type specific to console-style workflows where agents work multiple records simultaneously in a tabbed interface.
Console Layouts exist because agent-console workflows have different UX requirements from standard record pages. A service agent juggling 5 open cases needs Highlights at the top, sidebar tools, utility bar items for quick actions, and tab management; a sales user viewing one Opportunity at a time needs a simpler layout. The console layout is where admins design the agent experience deliberately for the multi-tab pattern.
Why the Console Layout is the agent-experience canvas distinct from the Page Layout
Where Console Layouts live and how they relate to apps
Console Layouts are configured in App Manager, on console-type Lightning Apps (Service Console, custom console apps). Each console app has its own layout settings: navigation type (console with tabs vs standard), utility bar items, highlights panel components per object, sidebar component placement. The Console Layout is part of the app definition; the same app can be assigned to multiple profiles or permission sets, all of whom see the same Console Layout. Standard apps (non-console) do not have Console Layout settings; the layout features are console-specific.
Primary tabs, sub-tabs, and the multi-record model
The console's defining UI is the multi-tab model. Primary tabs are the records the agent has open at the top level (case, work order, account). Sub-tabs open inside a primary; clicking a related record from a Case primary opens that related record as a sub-tab within the Case primary. The Console Layout settings control which records open as primary vs sub-tab, which records can be popped out into separate windows, and how tab labels and icons display. Agents managing many cases at once rely on this tab model; without it, the multi-record workflow falls back to constant tab-switching and lost context.
The utility bar and the agent productivity shelf
The utility bar runs along the bottom of the console window. It holds always-available components: Omni-Channel widget (status, work assignments), Notes, History, Macros, Voice softphone, Knowledge widget, custom Lightning components for productivity tools. Console Layout configures which utility items appear, in what order, and which are pop-up vs always-visible. The utility bar is the agent's productivity shelf; designing it well means common actions are always one click away regardless of what record the agent has open.
The Highlights Panel and the at-a-glance record view
The Highlights Panel renders at the top of every record in the console. It shows compact key fields: Status, Priority, Owner, Created Date on a Case. Compact Layouts (configured per object) determine which fields appear in the Highlights Panel. The console renders the Highlights at the top of the page regardless of whether the agent has the full page open or just the tab header. Agents glance at the Highlights to remember context as they switch tabs; a thin Highlights Panel hurts multi-record workflows because agents lose context on each switch.
Sidebar components and the related-record visibility
The console sidebar renders Lightning components beside the main record area. Common sidebar contents: related lists, recent items, Knowledge Article Recommendations, the Conversation Panel for messaging, custom Lightning Web Components for org-specific needs. Console Layout controls which components render in the sidebar per app and per object. The sidebar is where most of the productivity gain in the console comes from; an empty sidebar reduces the console to a list of tabs without the multi-component context that makes the agent fast.
Per-record-type layout variants
Multi-record-type objects can have different Console Layout treatments per record type. A Case object with B2B and B2C record types can show different Highlights Panel fields (B2B shows Account and Contract, B2C shows Customer Email and Region), different sidebar components, different utility bar context. The variant capability lets one console app serve diverse workflows without forcing one-size-fits-all. The trade-off is configuration complexity; per-record-type variants multiply the configuration surface.
Console Layout vs Lightning App Builder vs Page Layout
Three Lightning page constructs interact. The Console Layout is the console-app-level configuration. The Lightning App Builder Lightning Record Page is the record-page-level configuration (fields, related lists, custom components). The Page Layout is the classic field-grouping configuration that still drives some record body details. Admins customizing console UX touch all three. Knowing which level controls which aspect (utility bar in App Manager, fields in App Builder or Page Layout, Highlights in Compact Layout) is the layout-debugging skill.
How to design a Console Layout that makes agents faster
The successful pattern: design the layout around the agent's actual workflow, fill the utility bar with the right shortcuts, populate the Highlights Panel with the fields that matter at a glance, validate by shadowing real agents. The failed pattern: configure defaults and hope.
- Shadow agents on the current console for a day
Watch what they click, what they switch to, what they look for at the top of records. The observations drive the Highlights Panel and utility bar design.
- Open the console app in App Manager
Setup, App Manager, find the Service Console or custom console app, click Edit. The console-specific settings appear.
- Configure the utility bar with productivity items
Omni-Channel widget, Macros, Voice softphone, Knowledge widget. Pin the always-needed items; pop-up the occasional ones.
- Define Compact Layouts for the Highlights Panel
Per object, set the Compact Layout to show the fields agents actually need at a glance. Status, Priority, Owner are common; org-specific fields too.
- Configure sidebar components on the Lightning Record Page
Open App Builder, edit the record page. Add Related Lists, Knowledge Article Recommendations, and any org-specific Lightning components to the sidebar region.
- Test with a pilot agent group for a week
Five to ten agents, explicit feedback collection. Real workflow surfaces issues lab testing misses.
- Iterate on Highlights and sidebar based on feedback
Agents tell you what they wanted to see. Adjust Compact Layouts and sidebar components, redeploy.
Console (multi-tab) or standard. The choice drives whether Console Layout settings apply.
The always-available shortcut bar. Configure with the agent's most-frequent actions.
Per-object compact field set rendered at the top of every record in the console.
Lightning components rendered alongside the main record area.
Different layouts per record type for multi-record-type objects.
- Console Layout settings only apply to console-type apps. Standard apps ignore them; assign agents to the console app explicitly.
- Highlights Panel content comes from Compact Layout, not from Page Layout. The two are separate constructs that admins regularly confuse.
- Utility bar items have load impact. A utility bar with 10 always-visible components slows the console; pin only the truly-needed.
- Per-record-type layout variants multiply configuration. Document which record type uses which Highlights Panel and sidebar to avoid drift.
- Sidebar components are configured on the Lightning Record Page, not in App Manager. Layout debugging requires touching both surfaces.
Trust & references
Cross-checked against the following references.
- Console Apps referenceSalesforce
- Lightning App Builder overviewSalesforce
Straight from the source - Salesforce's reference material on Console Layout.
- Lightning Console AppsSalesforce Help
- Set Up Lightning Console AppsSalesforce Help
- Compact LayoutsSalesforce Help
About the Author
Dipojjal Chakrabarti is a B2C Solution Architect with 29 Salesforce certifications and over 13 years in the Salesforce ecosystem. He runs salesforcedictionary.com to help admins, developers, architects, and cert/interview candidates sharpen their fundamentals. More about Dipojjal.
Test your knowledge
Q1. What does a Console Layout control?
Q2. What is the Lightning equivalent of Console Layout?
Q3. Why assign different Console Layouts to different profiles?
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