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Case Feed and Related Lists
In the traditional case interface, support reps complete tasks such as logging calls and sending emails primarily by working with related lists. In Case Feed, support reps can do several of these tasks directly in the feed.
Required Editions
| View supported editions. |
Here’s an overview of the most common related lists included in the traditional case interface, the tasks support reps do from them, and where support reps can complete those tasks in Case Feed.
Activity History
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Logging a call | Log a Call action in the publisher |
| Viewing call logs | Call log feed items |
| Creating and replying to customer emails |
|
| Viewing emails |
|
Approval History
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Submitting a case for approval | Approval History related list |
| Viewing approval history | Approval History related list |
Attachments
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Attaching files to a case |
|
| Attaching files to an email |
|
| Viewing files attached to a case |
|
Case Comments
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Creating an internal case note | Post action in the publisher In Case Feed private comments have been replaced by case notes, which are Chatter posts and aren't available from the Case Comments related lists. |
| Viewing case notes | Post feed items |
| Creating a public customer comment | Portal action in the publisher |
| Viewing a public customer comment | Portal feed items |
Case History
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Viewing case history | Feed items for activity on the case |
Case Team
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Creating a case team | Case Team related list |
| Viewing a case team | Case Team related list |
Contact Roles
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Creating contact roles | Contact Roles related list |
| Viewing contact roles | Contact Roles related list |
| Creating and replying to customer emails | Email action in the publisher |
Content Deliveries
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Viewing or previewing content | Content Deliveries related list |
| Creating and delivering content | Content Deliveries related list |
Emails
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Creating customer emails |
|
| Viewing emails |
|
Open Activities
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Creating and editing tasks |
|
| Viewing tasks |
|
| Creating and editing events |
|
| Viewing events |
|
Related Cases
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Creating and editing related cases |
|
| Viewing related cases |
|
Solutions
| Task | Case Feed Feature support reps Use for this Task |
|---|---|
| Viewing suggested solutions | Solutions related list |
| Finding solutions | Solutions related list |
