When a case is created from a question in Chatter, the Question from Chatter field on case detail pages displays a link to the original question. This field helps agents quickly navigate to the feed.
|Available in: Salesforce Classic|
|Available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions|
|To set field-level security:||“Manage Profiles and Permission Sets”|
|To customize page layouts||“Customize Application”|
First, use field-level security to specify which users can see the Question from Chatter field on case detail pages.
From the object management settings for cases, go to Fields.
Click Question from Chatter.
Click Set Field-Level Security.
Select Visible for any profile that you want to be able to use Question-to-Case.
After you make the field visible to users, you can choose to add it to the Case Details view.
- From the object management settings for cases, go to Page Layouts.
- Click Edit next to the page layout that you want to customize.
- Drag the Question from Chatter field from the Fields section of the page layout editor palette to the Case Information section of the page.
- Click Save.
- Click Page Layout Assignment to confirm that the user profiles which need Question-to-Case are assigned to the page layout that you customized. In addition, assign internal users who need access to the Question from Chatter field on cases to that page layout.