Add Functionality to the Case Feed in Salesforce Classic

Add Custom Actions in Case Feed

Include custom actions in the Case Feed publisher to give support reps easy access to the additional tools and functionality they need when working with cases.

1. From the object management settings for cases, go to Page Layouts.
2. How you access the Case Feed Settings page depends on what kind of page layout you're working with.
   1. For a layout in the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor.
   2. For a layout in the Page Layouts for Case Feed Users section, click and choose Edit feed view. (This section appears only for organizations created before Spring '14.)
3. Click + Add a Visualforce Page in the list of custom actions.
4. Select the page you want to add as an action.
5. Specify the height of the action in pixels and click Save.

Add Custom Components to Case Feed

Use Visualforce pages as custom components in Case Feed to give support reps easy access to special tools or functionality while they're working with cases.

Add Global Actions and Custom Quick Actions as Components to the Console Sidebar

You can add global actions and custom quick actions as components to the Service Console sidebar, so support reps can create records, update case info, search for related info, and link to parent records—all without ever leaving the current tab. You can use quick actions to replace the Case Detail Page, so support reps can see case-related information, such as contacts and assets, in their main workflow.

1. Create the global action (for the Create action) and the custom quick action (for the Update action).
   Create actions must be global quick actions. Update actions must be object-specific quick actions that are based on the lookup field object type. For example, to update a contact lookup field, you must have a contact-specific update action.
2. Add the actions as components to the case page layouts so that the quick actions are available for your support reps to use.
   1. From Setup, enter “Case” in the Quick Find box, then select Page Layouts.
   2. Select the page to which you want to add the quick actions and click Edit.
   3. In the Case Layout page, select Custom Console Components.
   4. Go to the Sidebar section where you want to add the component (for example, go to the Left Sidebar section).
   5. For Type, select Lookup.
   6. For Field, select the related field that the quick action acts on.
   7. Select Enable Linking to allow support reps to search for a record and link it to a related record. For example, a support rep can link a contact name to a case.
   8. For Create Action, select the global action that creates a record. For example, a global action can create a contact.
   9. For Update Action, select the quick action the updates a record. For example, a quick action can update a field on the contact.
   10. Click Save.

Enable Email Drafts for Cases

Draft emails let support reps who use the case feed write and save messages without having to send them immediately. This option makes it possible to implement approval processes so messages can be reviewed by supervisors or senior support reps before they’re sent to customers.

1. From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
2. Click Edit.
3. Select Enable Email Drafts.
4. Click Save.

Enable Default Email Templates in Case Feed

Use default email templates in Case Feed to give support reps easy access to the templates they need based on the types of cases they're working on. Before you can enable default email templates, you must create text, HTML, or Visualforce templates, and create an Apex class that contains template selection logic.

1. From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
2. Click Edit.
3. Select Enable default email templates.
4. Choose the Apex class that contains your template selection logic.
5. Click Save.

Create Approval Processes for Email Drafts

Approval processes determine how your organization handles draft email messages—specifying, for example, which messages require approval and whether approvers are automatically assigned. Create customized approval processes based on your company's needs.

1. Enable draft emails.
   Though you can create approval processes for email messages without this step, those processes aren’t triggered until your organization has email drafts available.
   You can’t use email draft approval processes in Experience Cloud sites.
2. Create a send action.
   Send actions ensure that email messages are sent after they’ve been approved.
3. Create approval processes.
   Be sure to choose Email Message from the Manage Approval Processes For: dropdown list.
4. To give certain users, such as senior support reps, the ability to choose whether to submit an email message for approval or simply send the message, assign them to a profile that has the Bypass Email Approval permission selected.

Create Send Actions for Email Approval Processes

Use send actions to save your support reps time by ensuring that email messages are sent automatically at the end of an approval process. Send actions are available only in organizations that have email drafts enabled.

1. From Setup, enter Send Actions in the Quick Find box, then select Send Actions.
2. Click New Send Action.
3. Select Email Message from the object dropdown list.
4. Enter a unique name for the action.
5. Optionally, enter a description for the action.
6. Click Save.

Highlight Externally Visible Feed Items in Case Feed

You can mark feed items in the case feed that are visible to external users. That way support reps can easily distinguish between feed items that are visible to your customers and ones that are visible only to internal users, like support reps.

By default, the case feed doesn’t distinguish feed items according to who can see them.

To mark this distinction, enable both the Highlight Externally Visible Feed Items and Enable Experience Case Feed settings. After the settings are enabled, the following types of posts are marked as publicly visible in the case feed:

• Public emails sent to or received from the email address for a case contact
• Public case comments
• All social posts, such as Facebook posts
• Questions escalated from Experience Cloud sites
• Tasks that have the All with Access or Public settings
• Events that have the All with Access or Public settings
• Chatter posts that have the All with Access or Public settings
• Logged Calls

If you only enable Highlight Externally Visible Feed Items, then only email feed items that are sent to, or received from, the email address for a case contact are marked.

To mark your case feed items, complete the following steps.

1. Enable the Highlight Externally Visible Feed Items setting.
   1. From your object management settings for cases, go to Page Layouts.
   2. Select the feed-based page layout that you want to edit, and click Edit.
   3. Scroll to the Feed View settings and select Highlight Externally Visible Feed Items.
2. Enable the Enable Experience Case Feed setting.
   1. From Setup, enter Support Settings in the Quick Find box and click Service | Support Settings.
   2. Select Enable Experience Case Feed.

Enable Portal Reply Email Notifications in Case Feed

If your org uses a portal or Experience Cloud site, support reps can use the action in Case Feed to respond to customers. Enabling reply email notifications gives support reps access to the Send Email option.

1. From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
2. Click Edit.
3. Select Enable Case Comment Notification to Contacts.
4. Select a template for email notifications.
5. Click Save.