Show Case Number and Created date in Highlights panel in Service Console - Ideas - Salesforce Trailblazer Community
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Show Case Number and Created date in Highlights panel in Service Console

Service & Support

The Highlights panel is a great way to present key information in a read only format about the case. In the standard application, we see the Case Number and the Created Date in the center column of the Highlights panel. Unfortunately, once we switch to the Case Console application, these two data points are not displayed. After doing some research, this turns out to be by design. While I could write a book about SFDC and consistent inconsistencies, here is why this particular distinction is misguided.
 
  • Have you tried to copy the Case Number from the tab? It is not uncommon for someone to want to reference the Case Number but now needs manually type it because the tab does not allow selecting the text.
  • The Created Date is a key indicator for any case, that could not be placed in a better place that the Highlights panel
Yes, the above indicators could be cluttered into the Detail panels on the Case. But then what is the point of the Highlights panel?
Console View:
Console View

Standard App View:
User-added image
 

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