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Agent Console Concepts
Review the following terminology used to describe the components of the Agent console.
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Frames
Separate sections of the console, each displaying a different record, list view, or other page.
List View
The console's top frame, which is a list view of records based on specific criteria. The list views you can select to display in the Console tab are the same list views defined on the tabs of other objects. You cannot create a list view within the console.
Detail View
The Agent console's center frame, which is the detail page view of any record selected from any of the console's other frames. The detail view displays the same page layouts defined for the object's detail pages. When a record is displayed in the detail view, it’s highlighted in the list view.
Mini View
The Agent console's right frame that displays the records associated with the record displayed in the detail view. The fields displayed in the mini view are defined in the mini page layouts by an administrator. If the record in the detail view doesn’t have any records associated with it, the mini view doesn’t display.
Sidebar
The Agent console's left frame, which displays recent items, the Recycle Bin, and other components, just like the sidebar displayed on every Salesforce page. To show or hide the sidebar in the console, click the border of the left frame.
Related Objects
Objects chosen by an administrator to display in the Agent console's mini view when records of a particular type are shown in the console's detail view. For example, when a case is in the detail view, an administrator can choose to display an associated account, contact, or asset in the mini view.
Mini Page Layouts
A subset of the items in a record's existing page layout that administrators choose to display in the Agent console's Mini View and in Hover Details. Mini page layouts inherit record type and profile associations, related lists, fields, and field access settings from the page layout.
Console Layout
Objects chosen by an administrator to display in the list view frame of the Agent console. For example, if an administrator adds cases to a console layout, then users whose profiles are assigned to that console layout can see list views of cases in the console's list view frame.
