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Unable to Create or View 'Service' Console Apps for Salesforce

Veröffentlichungsdatum: Apr 14, 2026
Beschreibung

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

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

a. Users with the administrative profile are not given an option to create a normal app or console. Go to Setup > Create > Apps > Click New. Admins will be directed to 'New Custom App' form instead of an option where they will be asked ‌what app to create.
b. Click New.
c. Select Console and click Next.

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

Lösung

Users that are going to be creating and/or using Service Console applications must have the Service 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 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 applications. Taking this one step further, anyone looking to create new Service 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:
Set Up a Salesforce Console App in Salesforce Classic




 

Nummer des Knowledge-Artikels

000384821

 
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Salesforce Help | Article