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Service Console not displaying knowledge sidebar or highlights panel?

Employee
Employee

Service Console not displaying knowledge sidebar or highlights panel?

Currently, when using the SFDC service console, when opening an existing case, the Knowledge Sidebar or highlights panel page layout components appear. When creating a new case from installed product via SFM, the case object just returns a normal layout without the panel or sidebar.  Has anyone run into this in the past, and if so, are there any recommended work arounds?

Grill Chef
Grill Chef

Re: Service Console not displaying knowledge sidebar or highlights panel?

Here is what Salesforce recommends as a fix, but I don't think we have access to make this change in the managed package.

Knowledge Sidebar is not displaying when the New Case Button is overwritten.

Highlighted
Employee
Employee

Re: Service Console not displaying knowledge sidebar or highlights panel?

Look for this to be resolved in an upcoming release of the ServiceMax managed package!