When support agents work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that support agents see when working with open cases, customize the feed view, detail view, highlights panel in the case page. When agents close a case, they see the close case page layout, where agents can enter information about the case resolution. You also can customize the close case page layout.
|Available in: Salesforce Classic|
|Available in: Enterprise, Performance, Unlimited, and Developer Editions|
You can customize different parts of the case page layout in Case Feed:
- Highlights panels, which appear at the top of both feeds and case detail pages. The highlights panel shows key information about a case so that the most important information is immediately visible to agents.
- Feed views, which agents see when managing and interacting with cases. The feed view shows the case history using a Chatter-like feed, so that agents can see what’s happened in a case in context.
- Detail views, which agents see when they click View Case Details. The detail view shows useful information about the case, such as a description of the contact’s company, the account’s address, and related lists.
You also can customize the close case page layout in Case Feed:
- Close case pages, which appear when agents close cases. The close case page lets agents enter information about the case resolution.
From the object management settings for cases, you can create, edit, and assign all four types of layouts by going to Page Layouts.