Explanation:

When agents are routed a new Email-to-Case and consistently open the related Contact record first, this indicates a workflow inefficiency. To streamline this and improve agent productivity, the best solution is to automate the opening of the Contact record alongside or in focus when a case is routed — which can be achieved using Omni-Channel Flows with the Configure Screen feature. This ensures the right context is presented automatically, without extra clicks.

🔴 Option A: Edit the Case page layout to embed the Contact Details component on the Case page Pop action
This approach might surface some Contact information, but it:

➖ Only provides a limited view of the Contact’s details (depending on layout configuration)
➖ Does not open the full Contact record
➖ Doesn’t reduce clicks if agents still prefer to open the actual Contact record

While useful for surface-level data, this is a passive enhancement, not a workflow automation.

🔴 Option B: Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact
This would reverse the workflow (showing the Case as a subtab of Contact). While it technically could provide the Contact as the main context, it doesn’t align with how cases are routed via Email-to-Case — where the Case is the primary record being delivered. Reorganizing navigation could cause confusion or workflow misalignment for agents already trained to start with the Case. This is a navigation-level change and lacks the dynamic control needed for personalization.

✅ Option C: Create an Omni-Channel Flow that adds Contact as the focused record using the Configure Screen ✅ (Correct Answer)
This option leverages Omni-Channel Flows, which are designed to control what the agent sees when they’re assigned a new case. With the Configure Screen element, you can:

✔️ Automatically open multiple records (e.g., the Case and its related Contact)
✔️ Set which record should be in focus (Contact, in this scenario)
✔️ Customize how records pop in the console based on agent needs

This solution aligns with modern Service Console best practices, ensuring that agents get instant access to the Contact record without manual steps. It also allows for scaling and consistent agent experience across the support team.

📚 Official Salesforce Reference:
🔗 Set Up Omni-Channel Flows