Case Feed gives support agents a more streamlined way of creating, managing, and viewing cases. It includes actions and a Chatter feed. The actions let agents create case notes, log calls, change the status of cases, and communicate with customers. The feed displays important case events in chronological order, so it’s easy to see the progress of each case.
|Available in: Salesforce Classic|
|Available in: Enterprise, Performance, Unlimited, and Developer Editions|
Agents assigned to a Case Feed page layout see a page that looks like this each time they view a case:
- Highlights Panel (1)—Provides an overview of the most important information about a case, such as the contact information, case name, case description, status, priority, and case owner. Agents can use the column dividers to resize sections of the highlights panel so they can see more of the info that’s most relevant.
- Feed and Detail Views (2)—From the feed view, which includes the publisher and feed, agents can easily switch to the case detail view to see more in-depth information and work with related lists.
- Publisher (3)—Contains the actions agents use to work with cases, such as the Email, Case Note, and Change Status actions.
- Articles Tool (4)—Lets agents find Knowledge articles that can help them resolve cases, and then attach them to a case or email them to customers.
- Feed Filters (5)—Help agents quickly finds specific information in the feed by limiting the feed items that appear.
- Feed (6)—Offers a chronological view of the case’s history. Feed items are created for:
- Incoming and outgoing email related to the case
- Comments related to the case on a customer portal or Chatter Answers
- Calls logged about the case
- Changes to the case status
- Comments made on the case
- Links or files added to the case
- Milestone activity related to the case
- Case actions that result from workflow events
- New tasks and events related to the cases
- Follow Button and Followers List (7)—Let agents follow the case so they’re notified in Chatter of updates to it, and let them see other followers.
- Custom Buttons and Links (8)—Give agents access to more tools and functionality.
Administrators can customize most aspects of Case Feed, including
- The fields in the highlight panel
- The actions that appear and the fields they include
- The feed filters that are available and where on the page the list appears
- The width of the feed
- The tools, custom buttons, and custom links that are available, and where on the page they appear