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Admin does not see the option to create Service Cloud Console Apps / End users cannot see Service Cloud Apps

Knowledge Article Number 000003736
Description

Below are a couple of scenarios that customers may encounter when starting to use the Service Cloud Console functionality:

 

1) A System Admin user follows the steps below to try and create a new Service Cloud App, but does not see option #3 below:

  1. Click Your Name | Setup | Create | Apps.
  2. Click New.
  3. Select Console and click Next.

2) A typical end user does not see any of the Service Cloud Console App(s), in the app selector/picker that displays in the upper right hand corner of the screen.

Resolution

Users that are going to be creating and/or using Service Cloud Console applications must have the Service Cloud User feature license selected on their user record and the "Manage Users" permission on their Admin Profile.  This requirement is explained in the help documentation below: Assign the Service Cloud Feature License to Users

Further information on feature licenses can be found below: Feature Licenses Overview

This feature license is required for any user that plans on using and/or creating Service Cloud applications. Taking this one step further, anyone looking to create new Service Cloud applications, to be used by end users, also has to have the administrative perms below:

- View Setup and Configuration

- Customize Application

Further information on creating new Console Apps can be found below : Create a Salesforce Console App

 

 

 

 

 

 

 

 

 

 

 

 





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