Feed filters make it easy for support agents to see all updates of one type, such as all call logs or all email messages, when working with cases in Case Feed. By using filters, agents can find the information they need more quickly, without having to browse through each case event.
|Available in: Salesforce Classic|
|Available in: Enterprise, Performance, Unlimited, and Developer Editions|
When creating or editing feed layouts
, administrators can specify which filters are available:
- Choosing only All Updates automatically shows all events on a case and hides the list of individual feed filters. Use this option if you want support agents to see the complete history of a case.
- Choosing only one type of feed filter automatically shows only case events of that type and hides the list of individual feed filters. For example, if you select only All Emails, the feed for each case shows the email messages related to the case but not case notes, portal replies, or other activities. This option is useful for agents who provide support primarily by one channel—phone, email, or portal—and who need to see case events only for that channel.
- Choosing more than one type of feed filter shows a list of available filters in the left sidebar of the Case Feed page or above the feed in the center of the page, with the first filter selected by default. For example, if you make the All Emails, Status Changes, and Portal Answers filters available, the feed for each case shows, by default, the email messages related to the case; users can click the other filters to see other types of case events. Use this option if your agents tend to provide support in one channel but also need to be able to see other types of case updates.
In addition, administrators can specify how and where the list of feed filters appears:
- As a fixed list in the left column.
- As a floating list in the left column. With this option, the feed filters list remains visible as users scroll down the page. This can be useful with long feeds, as it lets agents quickly filter case activities from anywhere on the page, without having to scroll to the top.
- As a drop-down list in the center column.
- As in-line links in the compact feed view. This option is available only for compact feed view.