Lightning Components and Layouts

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The Lightning Console in Service Cloud is built using components. Some of the most common components would be the Case, Contact and Account. We'll have a look at these below.


A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand.


Here’s a sample contact record in Lightning Experience. The highlights panel contains key fields for the record, and is the only part of a record page that you can’t customize using the page layout editor. The fields in the highlights panel are customized using a compact layout.


An Account is a record where you can store information regarding a company. Information such as the contact information, address and company details would be stored in the Account record.