Case Feed gives you a new way to create, manage, and view your organization's cases. Use this tip sheet to implement Case Feed, understand the impact of upgrading cases to the new interface, and get an overview of its features. Set Up Cases for Salesforce Classic Follow these high-level steps to set up Case Feed in Salesforce Classic.
How to enable case feed actions and feed items?
Ensure "Enable Case Feed Actions and Feed Items" is enabled under support settings. To modify Support settings : Go | Setup | Customize | Cases | Support Settings. for me it worked when i added Send Email Action from the lightning quick action button on the page layout . it wasn't case.sendemail just the sendemail one.
How do I edit a case feed layout?
For a layout in the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor. For a layout in the Page Layouts for Case Feed Users section, click [Case feed layout expand button] and choose Edit feed view. (This section appears only for organizations created before Spring ’14.)
What is the layout of the Salesforce UI?
The Salesforce UI uses one layout to display every feed item. This single layout gives customers a consistent view of feed items and gives developers an easy way to create UI. The layout always contains the same pieces and the pieces are always in the same position. Only the content of the layout pieces changes.
What is case feed in Salesforce lightning?
Enabling Case Feed actions and feed items gives your users access to some standard actions they'll need when working with cases, such as Email and Change Status, and to feed items related to those actions.
What are case types in Salesforce?
Salesforce offers a number of features that allow you to connect different channels for customers to submit requests that will appear in your Salesforce org as Cases: web, email, messaging, phone, chat, and social media.
Where is Case Feed layout in Salesforce?
From the object management settings for cases, go to Page Layouts. How you access the Case Feed Settings page depends on what kind of page layout you're working with. For a layout in the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor.
What is account feed in Salesforce?
Feed tracking detects changes to tracked record fields and posts them as updates in the What I Follow feed. Users who follow a record, see those updates in their view of What I Follow, with one exception. Updates users make themselves aren't posted to What I Follow. Users can see those updates in their profile feeds.
What is Apex in Salesforce?
Apex enables developers to access the Salesforce platform back-end database and client-server interfaces to create third-party SaaS applications. Apex includes an application programming interface (API) that Salesforce developers can use to access user data on the platform.
What is case field in Salesforce?
Case Record Type. Field name that determines the picklist values available on a case. Record types are often related to a support process. Case Source. Polymorphic field used to look up multiple entities based on supported and enabled functionality.
What is a feed layout?
Unlike standard page layouts, which include all of a record's information—the feed, details, and related lists—on one page, feed-based layouts let you switch between the feed view and the details view so you can focus on the type of information you need at any given moment.
How do I add an email to a case feed in Salesforce?
From Setup, click the Object Manager tab. Select Cases, and open the Buttons, Links, and Actions setup page. Click New Action. For Action Type, select Send Email....For Field Name, select one of the following fields:To Recipients.CC Recipients.BCC Recipients.
How do I edit a feed in Salesforce?
Enable feed post editing for custom ProfilesNavigate to. Classic: Setup | Manage Users | Profiles. ... Click on the custom Profile for which you want to enable feed post editing.In the 'System Permissions' section, click Edit.Select the edit feed post permissions that you want to enable. ... Click Save.
What are Chatter feeds?
Follow people and records to see updates about them in Chatter. Updates appear in feeds on profiles, groups, the Chatter tab, topic detail pages, and on record detail pages.
What is record feed in Salesforce?
Record feeds allow you to track information for records you have access to. On the record detail page, click Show Feed to display the record feed above the account details. Note Access is all-important.
What do I follow feed?
Users will see FTCs in their 'What I Follow' feed for the people and entities that they follow but not for the changes that they make themselves. Users can review the FTCs that result from their own actions in their Profile feed.
How many ways we can create cases in Salesforce?
Enterprise Salesforce Services There are 4 ways to create a case.
How do case objects work in Salesforce?
The Case Object is the main object, often known as the core of Salesforce Service Cloud. Case Object Salesforce comes under the category of Standard Object. You can use the Case Object to manage cases for your organization. A “Case” typically represents a Customer's Query, Feedback, or Problem.
What is case creation in Salesforce?
Create on cases. Your admin can set up Web-to-Case and either Email-to-Case or On-Demand Email-to-Case to automatically capture cases from your website and customer emails. Your customers can log their own cases from an Experience Cloud site, Customer Portal, Self-Service portal, or Chatter Answers.
What is new case in Salesforce?
In Salesforce.com, Cases can be created to track customers issues and inquiries. Web to Case forms can also be created to gather customers requests directly from company or organization website. Web to Case forms are similar to Web to lead Forms.
What is a bundle post in Salesforce?
Bundled posts contain feed-tracked changes and are in record feeds only. To give customers a clean, organized feed, Salesforce aggregates feed-track ed changes into a bundle. To see individual feed elements, click the bundle.
What are capabilities in feed elements?
Capabilities. As part of the effort to diversify the feed, pieces of functionality found in feed elements have been broken out into capabilities. Capabilities provide a consistent way to interact with the feed. Don’t inspect the feed element type to determine which functionality is available for a feed element.
How to get feed elements from filters?
To get the feed elements from the filters feed, specify a keyPrefix. The keyPrefix indicates the object type and is the first three characters of the object ID. The subjectId must be the ID of the context user or the alias me. To get the feed elements from these feed types, specify a subject ID.
What does a feed element depend on?
The feed elements a user sees depend on how the administrator has configured feed tracking, sharing rules, and field-level security. For example, if a user doesn’t have access to a record, they don’t see updates for that record. If a user can see the parent of the feed element, the user can see the feed element.
What is moderation feed?
Moderation — Contains all feed items that are flagged for moderation, except direct messages. The moderation feed is available only to users with Moderate Experiences Feeds permissions.
What is the simplest way to post feed items?
The postFeedElement methods are the simplest, most efficient way to post feed items because, unlike the postFeedItem methods, they don’t require you to pass a feed type. Feed items are the only feed element type you can post.
What is chatter feed?
The Chatter feed is a container of feed elements. The abstract class ConnectApi.FeedElement is a parent class to the ConnectApi.FeedItem class, representing feed posts, and the ConnectApi.GenericFeedElement class, representing bundles and recommendations in the feed.
What is case feed?
Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creatingcase notes, logging calls, changing the case status, and communicating with customers in a Chatter feed.Case Feed displays important case events in chronological order, so it's easy to see the progress of eachcase.
What is draft email in Salesforce?
Draft emails let support agents who use the case feed write and save messages without having to sendthem immediately. In Salesforce Classic, this option makes it possible to implement approval processesso messages can be reviewed by supervisors or senior agents before they’re sent to customers.
What is feed view page layout?
Feed view page layouts determine which actions, fields, and tools users see when they’re working withcases in Case Feed. You can create different layouts and assign them to different user profiles. For example,you might have one layout for agents and another for supervisors.
Can you use Casefeed Community Action?
If your organization uses a portal or community, support agents can use the Community action in CaseFeed to respond to customers. Enabling portal reply email notifications gives agents access to the SendEmail option in the Community action.