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“Standard Service Console” can refer to different Salesforce setups. First identify whether your org uses Salesforce Classic or Lightning Experience, and confirm that you mean Service Console, not the separate Sales Console. The steps depend on the user’s license: Classic Service Console users need the Service Cloud User feature license, while many Lightning users already have console permission through their Salesforce license.
Before you begin: identify the console and Salesforce experience
Check which interface users work in and which console they need. Salesforce documents separate setup paths for Classic Service Console and Lightning console access. Salesforce Foundations has its own service-access setup, while Sales Console is a different product configuration.
- Salesforce Classic: use the Classic Service Console app setup below.
- Lightning Experience: check the user’s license and Lightning Console User permission, then ensure the user’s profile is assigned to the console app.
- Salesforce Foundations: follow its permission set group or permission-set setup, rather than assuming the standard console instructions apply.
- Sales Console: stop and use the separate Sales Console setup only if that is what the user intended.
Before changing assignments, check the org’s edition and license inventory. Salesforce product names and entitlements can change; Salesforce now refers to Service Cloud as Agentforce Service, although some documentation and org labels may still use Service Cloud.
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Salesforce lists Classic Service Console for Professional, Enterprise, Performance, Unlimited, and Developer editions. The administrator creating a console needs the Customize Application permission; Salesforce’s documentation also lists Service Cloud User permissions for creating a Service console. Verify the current edition and permissions in your org.
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- Prepare the relevant objects: customize highlight panels for the objects agents will use and turn the panels on.
- Create and assign the console app: create a console app and assign it to the profiles that should use it.
- Configure agent features if needed: set options such as branding, pinned list display, allowed domains, notifications, keyboard shortcuts, Knowledge Sidebar, interaction logs, or Chat according to your team’s workflow.
- Assign the Service Cloud User feature license: in Setup, go to Users, select Edit beside the user, select Service Cloud User, and save. Assigning this feature license requires Manage Internal Users.
Salesforce says the Service Cloud User feature license entitles users to additional features, including Service Console. The exact labels and availability can vary with current product naming and org entitlements. See Salesforce Classic Service Console setup and Service Cloud User feature license details.
Enable Lightning console access
In Lightning Experience, distinguish the user’s Salesforce license from the Lightning Console User permission. Salesforce says users with Salesforce licenses such as Agentforce Sales (formerly Sales Cloud) and Agentforce Service (formerly Service Cloud) already have Lightning Console User permission and should not be assigned the Lightning Console permission set license. Salesforce Platform users may need that separate permission set license to use Lightning console apps.
- Check the user’s license: confirm whether the user has a Salesforce license or a Salesforce Platform license, and check the org’s available entitlements.
- For a Salesforce Platform user who needs console access: if your org purchased Lightning Console permission set licenses, create and assign a permission set that enables Lightning Console User. Do not assume the permission set license is available in every org.
- Add the user’s profile to the console app: in Setup, open App Manager, edit the Lightning console app, and add the user’s profile to its assigned profiles.
- Verify access: have the user open the app in Lightning Experience and confirm the console is available.
Salesforce notes that availability and any extra cost for some license types depend on the org’s purchase and edition. Review Salesforce’s Lightning Console permission-set instructions and confirm the org’s current license inventory before assigning a license or permission set.
Use the Salesforce Foundations setup only for Foundations service access
If the intended access is part of Salesforce Foundations, Salesforce documents granting it through the General User or Service User permission set group. A permission-set alternative is to assign Service Starter App, Lightning Knowledge Manager, and Macros Manager. This is a distinct setup path, not a general requirement for every Service Console user.
Salesforce notes that upgraded orgs may retain permission set group assignments. Beginning in Summer ’26, Chatter is turned off by default in new orgs; enable it only if a feature in the configuration you choose requires it. See Salesforce Foundations service setup.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Do not use Sales Console instructions for Service Console
Sales Console and Service Console are separate. Salesforce’s Sales Console instructions call for assigning a Sales Console User permission set license before assigning the Salesforce Console User permission set. Do not apply that sequence to Service Console access unless you have confirmed that the user actually needs Sales Console. See Sales Console setup instructions.
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