Insufficient Privileges when accessing Agent Console (also known as Console Tab or Legacy Console) layouts Setup page
User Interface , Service Cloud Console
Last updated 2019-10-12 ·Reference W-6052368 ·Reported By 1 users
Summary
Some Admins receive Insufficient Privileges error when navigating to Setup | Customize | Agent Console | Console Layouts
(Please note: Agent Console (also known as Console Tab or Legacy Console) will be retired in the Spring '20* release:
*Currently targeted for February 2020; date subject to change
https://help.salesforce.com/articleView?id=000274932&language=en_US&type=1)
Repro
1. Login to an org as a system admin
2. Go to Setup | Customize | Agent Console | Console Layouts
Expected Result: The page should load without issue
Actual Result: Some admins receive Insufficient Privileges error
Workaround
If updating of the layouts is required, then you can access them through the profiles they are assigned to:
1. Go to Setup | Manage Users | Profiles and select the profile whose layout you would like to update
2. Under 'Console Settings' you can click on the assigned Agent Console layout to edit its properties, or click 'Edit' beside the layout name to assign a different layout to the profile
If creation of a new layout is required, then add the permission "Service Cloud User" to your user record - this requires a Service Cloud license so will only be possible if you have a license available. After adding the permission you will be able to access the Console Layouts Setup page.
Reported By (1)
Is it Fixed?
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