Salesforce Service Console case triage template
A Salesforce Service Console case triage page for Tier 2 and cloud operations teams: a P1 incident triage path, entitlement SLA milestone tracking, cloud region routing fields, and an Assign to Engineering action. Click through it below, then read the spec the studio writes for it.
The Service Console Case Triage template running: Omni-Channel P1 case triage page with entitlement milestones, cloud region routing and incident linkage. Use the link below to open it in its own tab and click through it.
When to start from this template
- Designing a high-severity incident triage layout with support and engineering leads.
- Agreeing which entitlement milestones and routing fields sit above the fold in Service Console.
- Turning a support triage workshop into a signed-off user story and Gherkin spec.
What is on the page
Read off the template itself, the way the spec export reads it.
- Highlights panel
- Priority, Status, Entitlement SLA, Case Owner
- Stage path
- New Inbound → Triage & Diagnostics → Engineering Swarm → Customer Verification → Closed Resolved
- Sections
- Incident Triage & Routing (8 fields)
- Actions
- Assign to Engineering, Post Status Update, Merge Duplicate
- Related lists
- Products, Notes & Attachments, Case Milestones (Entitlements)
The spec the studio writes for it
The user story and the first acceptance criteria, in Gherkin, as they land in Jira or Confluence. 5 scenarios in all; the export has every one.
As a Case user, I want to open a Case record and see 4 key details at a glance, run the Assign to Engineering, Post Status Update and Merge Duplicate actions, move the record along its Stage path and work with its Products, Notes & Attachments and Case Milestones (Entitlements), So that Stage stays accurate without leaving the record page.
# Scenario: Required fields on save Given a user is editing a Case record When the user saves with any of these left empty: - "Severity Level" in "Incident Triage & Routing" - "Affected Cloud Region" in "Incident Triage & Routing" - "Target Resolution Time" in "Incident Triage & Routing" - "Triage Summary" in "Incident Triage & Routing" Then the page shows an error against each empty field And the record is not saved. # Scenario: Moving Stage from "Triage & Diagnostics" to "Engineering Swarm" Given the record's "Stage" is "Triage & Diagnostics" When the user clicks "Advance Triage Stage" on the path Then "Stage" becomes "Engineering Swarm" And Guidance for Success shows "Link Jira incident ticket and assign swarm lead." # Scenario: The "Products" related list Given a user is viewing a Case record Then the "Products" list is on the page And it says there is nothing to show.
Data dictionary
Every field with the API name it would deploy under.
| Field | API name | Type | Required |
|---|---|---|---|
| Case Origin | Origin | picklist | No |
| Severity Level | Severity_Level__c | picklist | Yes |
| Affected Cloud Region | Affected_Cloud_Region__c | picklist | Yes |
| First Response Milestone | First_Response_Milestone__c | text | No |
| Target Resolution Time | Target_Resolution_Time__c | datetime | Yes |
| Linked Jira Incident | Linked_Jira_Incident__c | text | No |
| Triage Summary | Triage_Summary__c | textarea | Yes |
| SLA Breach Risk | SLA_Breach_Risk__c | checkbox | No |
Make this template yours.
Open “Service Console Case Triage” in the studio, change the fields, the path and the branding, then share a link or export the spec and the Lightning page metadata. Free to start: one AI-built page, no card needed. Already have an account? Sign in.
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