How should the console be configured to display customer information for non-product cases and product information for product-related cases?

• A. Train users to scroll through the case page layout to look for product-related info or customer-related info based on case type
• B. Create separate record types and page layouts for product-related and other cases and configure console components to show customer or product-related info. Assign record type based on case type
• C. Configure both customer info and product-related info under console components in the case page layout. Hide the product-related info if the cases are NOT product-related
• D. Configure 2 consoles for agents: 1 for product-related cases and 1 for other cases. Allow agents to choose

Answer: (B)

The key idea is to tailor the workspace to the case type by using separate record types and page layouts, so the console shows exactly what’s needed for each scenario. Create one record type for product-related cases and another for non-product cases. Build page layouts for each that include the relevant console components—customer information on the non-product layout and product information on the product-related layout. Then assign the appropriate record type automatically when a case is created or categorized so the console renders the matching layout and components. This provides a clean, accurate view for agents without mixing in irrelevant data.

Other approaches fall short because they rely on manual scrolling, a single layout with conditional hiding that’s harder to maintain, or multiple full consoles, which adds noise and complexity. The per-record-type approach keeps the experience consistent, scalable, and aligned with how cases are handled.