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            Case Feed Page Layouts in Salesforce Classic

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            Case Feed Page Layouts in Salesforce Classic

            When service reps work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that reps see when working with open cases, customize the feed view, detail view, and highlights panel in the case page.

            Required Editions

            View supported editions.

            You can customize different parts of the case page layout in Case Feed for Salesforce Classic.

            • Highlights panels appear at the top of both feeds and case detail pages. The highlights panel shows key information about a case so reps quickly see the most important details.
            • Feed views show the case history using a Chatter-like feed, so that reps can see what’s happened in a case in context.
            • Detail views appear when a rep clicks 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 can also customize the close case page layout in Case Feed, where reps enter information about the case resolution. And you can create, edit, and assign all case page types in the Object Manager in Setup, in the Case object settings.

            Convert Page Layouts for Case Feed Users to Case Page Layouts

            As of Spring '14, we've made creating and customizing case layouts easier by replacing page layouts for Case Feed users with feed-based layouts for case pages.

            Required Editions

            User Permissions Needed
            To create and edit page layouts: Customize Application
            To assign page layouts: Manage Users

            By converting your older page layouts, you can use the advanced page layout editor to manage them and can assign Case Feed to users more easily. Page layouts for Case Feed users are available only in organizations created before Spring '14.

            Feed-based case layouts include the same features as page layouts for Case Feed users: a feed, which includes a publisher with actions, feed filters, tools such as an articles tool, and sidebar components such as custom buttons and links; a highlights panel; and a detail page, with related lists and other in-depth information about the case. You can use the standard page layout assignment tool to assign feed-based case page layouts to users. You no longer have to use permission sets or custom profiles to give users access to Case Feed.

            To convert page layouts for Case Feed users to feed-based case layouts:

            1. From the object management settings for cases, go to Page Layouts.
            2. Click Case Feed layout expand button next to a layout in the Page Layouts for Case Feed Users list and choose Convert to case page layout.
              We recommend using this option so you can review the converted layout before you delete the original, but to save time, you can choose Convert to page layout and delete.
            3. The converted layout appears in the Case Page Layouts list with the prefix Converted:. Click Edit next to it.
            4. In the page layout editor, confirm that the layout includes the elements you want. To see and edit what's included in the feed view, including feed filters and sidebar components, click Feed View.
            5. When you're happy with the case page layout, click Page Layout Assignment in the Case Page Layouts list to assign it to the appropriate user profiles.
              Note
              Note For custom profiles with the Use Case Feed permission, or profiles with permission sets that include Use Case Feed, these page assignments don't take effect until you remove the permission or permission set. If your organization was created between Winter '14 and Spring '14, you can't remove Use Case Feed from standard profiles, so these assignments don't take effect until you delete all of your page layouts for Case Feed users.
            6. Click Case Feed layout expand button next to the older version of the layout in the Page Layouts for Case Feed Users list and choose Delete. In the confirmation that appears, click OK.
            7. If there are users assigned to the layout you delete, you're prompted to choose another layout as a replacement. This prompt is only a formality: When you assign users to a case page layout, that's what they see.

            If you have multiple layouts for Case Feed users, we recommend converting and deleting them all at the same time. When you delete the last of your older layouts, the Page Layouts for Case Feed Users list disappears.

            Customize the Highlights Panel in Case Feed

            The highlights panel appears at the top of the feed detail views and shows the most important information about a case.

            Required Editions

            User Permissions Needed
            To create and edit page layouts: Customize Application
            To assign page layouts: Manage Users

            Edit the highlights panel to include the fields that are most important for your reps.

            1. From the object management settings for cases, go to Page Layouts.
            2. In Page Layouts for Case Feed users, click Case Feed layout expand button next to a layout and choose Edit detail view.
            3. Hover your mouse pointer over the Highlights Panel until the Highlights panel wrench icon icon appears, then click it.
            4. On the Highlights Panel Properties page, click a box to edit the fields in it.
            5. Use the dropdown list to choose the type of information to include in each field. To leave a field blank, choose None. You can't move or delete Case Number or Created Date.
            6. Click OK.

            Configure the Case Feed Publisher with the Enhanced Page Layout Editor

            If your organization uses the actions in the publisher feature, you can use the enhanced page layout editor to choose the actions that appear in the Case Feed publisher.

            Required Editions

            User Permissions Needed
            To configure the Case Feed publisher: Customize Application

            This option is selected by default for new Salesforce organizations that use Case Feed, and for organizations that enable Case Feed after the Summer ’13 release.

            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.
              • For a layout in the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor.
              • For a layout in the Page Layouts for Case Feed Users section, click Case feed layout expand button and choose Edit feed view. (This section appears only for organizations created before Spring '14.)
            3. Select Use Page Layout Editor to Configure Actions.
            4. Click Save.
            5. To access the page layout editor:
              • For a layout in the Case Page Layouts section, click Edit.
              • For a layout in the Page Layouts for Case Feed Users section, click Case feed layout expand button and choose Edit detail view. (This section appears only for organizations created before Spring ’14.)
            6. In the page layout editor, click the wrench icon in the Quick Actions in the Salesforce Classic Publisher section.
            7. In the palette, click Quick Actions.
            8. Drag the actions you want to the Quick Actions in the Salesforce Classic Publisher section. You can also drag actions to change the order in which they appear and drag off actions you don’t want.
              Note
              Note On the Case Feed page, up to approximately five or six actions are displayed in the publisher; the rest are included in the More dropdown list.
            9. Click Save.

            If you’ve previously used the Case Feed Settings page to configure the publisher, you see these differences when you switch to the enhanced page layout editor:

            • The actions list appears at the top of the publisher. You can no longer position the actions list to the left of the publisher.
            • The Answer Customer action has been divided into its two component actions: Email and Portal.
            • The actions list looks more like the Chatter publisher on other pages.
            • The standard Chatter actions—Post, File, Link, Poll, Question, and Thanks—automatically appear in the publisher layout, and they replace the Write Case Note action. You can change the sequence of these actions and remove any you don’t need.
            • The Feed View/Details dropdown list replaces the View Case Detail action.
            • Custom actions you previously added to the Case Feed publisher aren’t available. Create custom actions and add them to the publisher. These new actions must use publisher.js rather than interaction.js.
            • The Case Detail page expands to full width, making it easier to see all of your related lists and other information.

            Create and Edit Feed Layouts in Case Feed

            Feed view page layouts determine which actions, fields, and tools users see when they're working with cases in Case Feed.

            Required Editions

            User Permissions Needed
            To create and edit page layouts: Customize Application
            To assign page layouts: Manage Users

            You can create different layouts and assign them to different user profiles. For example, use one layout for service reps and another for supervisors. Before creating a feed view page layout, you need to create a case detail page layout.

            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.
              • For a layout in the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor.
              • For a layout in the Page Layouts for Case Feed Users section, click Case feed layout expand button and choose Edit feed view. (This section appears only for organizations created before Spring '14.)
              If you've already opted to use the advanced page layout editor to configure the publisher for a layout, choose Edit detail view to add, change, or remove actions.
            3. Choose the tools, components, and options for your feed view page.
            4. Click Save.

            When you've created or edited feed view page layouts, assign them to profiles.

            Settings for Feed Views in Case Feed

            Use Case Feed settings to customize the feature according to your support department's processes and business needs.

            Apply these settings when you create or update feed views for Case Feed.

            Feed views apply only to the Service Console. Use Feed Views In Other Lightning Apps

            Feed View Options

            Option Use It to... Notes
            Enable Full-Width Feed View in the Console Expand the width of the feed to take up all available space when support reps view cases in Salesforce console tabs or subtabs.

            The portion of the page the feed takes up with this setting enabled depends on whether you have tools or components in the right column of the Case Feed layout, and whether you have console sidebar components.

            This setting is automatically enabled in organizations created after Summer '14.
            Enable Compact Feed View in the Console Update the overall look and feel of the feed view and compress feed items when support reps view cases in Salesforce console tabs or subtabs.

            Compact feed lets support reps see more information about a case with much less scrolling than when working with cases in the standard feed view.

            This option is only available if you have Actions in the Publisher and Use Page Layout Editor to Configure Actions enabled.
            Highlight Externally Visible Feed Items Indicate which feed items are visible to external users by changing the background color of the feed item to orange.

            This option is only available for compact feed.

            When this setting and the Enable Experience Case Feed setting are both enabled, these feed items are highlighted in the case feed.

            • Public emails sent to or received from the email address for contact person on a case
            • Public case comments
            • All social posts
            • Questions escalated from Experience Cloud sites
            • Tasks that have the All with Access/Public setting
            • Events that have the All with Access/Public setting
            • Chatter posts that have the All with Access/Public setting

            Publisher Options

            Option Use It to... Notes
            Use Page Layout Editor to Configure Actions Make the advanced page layout editor the default for choosing the actions that appear in the Case Feed publisher. This setting appears only if your organization has Actions in the Publisher enabled.
            Automatically Collapse Publisher Automatically reduce the height of the publisher when it's not in use, showing more of the following feed. The publisher expands to its normal height when a support rep clicks inside it. This setting is automatically enabled in organizations created after Summer '14 and is only available if you have Actions in the Publisher and Use Page Layout Editor to Configure Actions enabled.

            Choosing and Configuring Actions

            Option Use It to... Notes
            Menu Placement Choose whether you want the publisher menu to appear in the center column or the left column. This setting appears only if you haven’t selected Use Page Layout Editor to Configure Actions.
            Custom Actions Select up to 10 custom Visualforce pages to add to the publisher as actions. Pages must use the standard case controller. This setting appears only if you haven’t selected Use Page Layout Editor to Configure Actions.
            Select Action Select actions to include in the Case Feed publisher, and choose the order in which the actions appear. This setting appears only if you haven’t selected Use Page Layout Editor to Configure Actions.

            Log a Call Action

            Option Use It to... Notes
            Select Action Fields Select fields to include in the Log a Call action.

            Log a Call automatically includes the Customer Name field.

            You can't include rich text area fields in Case Feed actions.

            Change Status Action

            Option Use It to... Notes
            Select Action Fields Select fields to include in the Change Status action.

            The Change Status action automatically includes the Current Status and Change to fields. If you add the Status field to the action, it automatically replaces these two fields.

            You can't include rich text area fields in Case Feed actions.

            Email Action

            Option Use It to... Notes
            Select Action Fields Select fields to include in the Email action.

            Any fields you add appear below the email body field in the action.

            You can't include rich text area fields in Case Feed actions.
            Select Header Fields Select fields to include in the header of the Email action. The Email header automatically includes the From, To, Bcc, and Subject fields.
            Select Email Tools Choose the tools to make available to support reps when they use the Email action. The Templates, File Attachments, and Address Lookup Buttons tools are included automatically.
            Enable Rich Text Editor Make the rich text editor available to support reps so they can include formatting, such as bolded or underlined text, bulleted or numbered lists, links, and inline images in their email messages. Support reps can click rich text editor toggle button in the editor's menu bar to switch to plain text mode.
            Require Use of Rich Text Editor Prevent support reps from switching to plain text mode when they write email. This setting helps ensure that support reps write and send only formatted emails, not plain text messages.
            Specify From Address(es) Automatically include specific email addresses in the From field.

            To use multiple addresses, separate them with commas. They appear as a picklist in the Email action header.

            You can use only Salesforce-validated email addresses as From addresses.
            Allow Collapsible Body Field Automatically collapse the email body field until a support rep clicks inside it. Having the body collapsed by default makes it easier for support reps to see more of what's below the email action on the page. After a support rep expands the email body, it remains expanded until the page is reloaded, even if the support rep clicks other actions or elsewhere on the page.
            Allow Collapsible Email Header Automatically collapse the email header until a support rep clicks email header toggle button to expand it. With this setting enabled, support reps can expand and collapse the header as needed while they work.
            Exclude Email Thread from Drafts Exclude the previous emails in the thread when composing emails in the feed. Prevents previous emails in the thread from being incorporated in the outbound email message.
            Replace Send Email Button with Choose a button to replace the standard Send Email button. You can label the button something else, change how it looks, or include custom functionality, such as triggering a workflow when a support rep sends a message. You can use any custom button you created for cases, except those that have s-controls as content sources.

            Case Feed Tools

            Option Use It to... Notes
            Select Case Feed Tools Choose which tools to make available to support reps when they use Case Feed. The Articles tool is included by default, but it doesn’t appear on the Case Feed page unless your organization uses Salesforce Knowledge.

            Articles Tool

            Option Use It to... Notes
            Enable Email PDF Attachments Give support reps the ability to attach Knowledge articles to email messages as PDFs. This setting appears only if your organization uses Salesforce Knowledge. If you use Knowledge and don't enable this setting, support reps are able to attach articles only to cases, not to email messages.
            Use Case Feed Articles Tool in the Console Replace the Knowledge sidebar in the Salesforce console with the Case Feed articles tool. This setting appears only if your organization uses Salesforce Knowledge. If you use Knowledge and don't enable this setting, we recommend hiding either the Case Feed articles tool or the Knowledge sidebar in the Salesforce console so support reps see only one of those tools when they're working with cases in the console.

            Other Tools and Components

            Option Use It to... Notes
            Custom Components Select up to 10 custom Visualforce pages to add as components. You can use as a custom component any Visualforce page that uses the standard case controller. After you add a Visualforce page, you can specify its height and choose where on the page you want it to appear.
            Choose Placement Specify where on the page you want tools and components like custom buttons, custom links, and the followers list to appear. You can also choose to hide anything your support reps don't need access to.

            Custom links and buttons are only available as right sidebar components on the feed view page layout if you added them to the related case detail page layout.

            The Milestone Tracker is available only if you enabled entitlement management in your org.

            Filter Options

            Option Use It to... Notes
            Filters Appear

            Specify where and how the feed filters list appears:

            • As a fixed list in the left column
            • As a floating list in the left column
            • As a dropdown list in the center column
            		 Choose “As a floating list in the left column” if you want the feed filters list to remain visible as users scroll down the page. This option can be useful with long feeds, as it lets support reps quickly filter case activities from anywhere on the page, without having to scroll to the top.
            Select Filters Choose the filters to include in the feed filters list, and specify the order of the list. We recommend putting the filters support reps are likely to use most often at the top of the list.

            Add the Attachment Component to Case Feed

            Add the attachment component to the Case Feed page so your reps can quickly view and manage all files associated with a case.

            Required Editions

            User Permissions Needed
            To create and edit page layouts: Customize Application
            To assign page layouts: Manage Users

            Access to all of the files associated with a case is critical to service reps when they're helping your customers. The attachment component lets reps view and manage all of the Chatter files, attachments from emails, and case attachment related list files for a case, all on the Case Feed page. Using the attachment component, reps can quickly attach a file to an email and download a file.

            Reps can toggle between a view of the most recent attachments for a case across all sources and a view of all of the files associated with a case sorted by their creation date.

            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.
              • For a layout in the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor.
              • For a layout in the Page Layouts for Case Feed Users section, click Case feed layout expand button and choose Edit feed view. (This section appears only for organizations created before Spring '14.)
            3. In the Other Tools and Components section, select Files, and specify where on the page you want it to appear.
            4. Click Save.

            Add the attachment component to your custom pages by including the <support:caseUnifiedFiles> component in a Visualforce page, or add it as a Salesforce console component to make it available to support reps without having to take up space on a Case Feed page.

            Add the Case Experts Component to Case Feed

            Easily identify the experts on case topics so service reps can collaborate to solve customer issues quickly.

            Required Editions

            User Permissions Needed
            To create and edit page layouts: Customize Application
            To assign page layouts: Manage Users

            Using the power of topics on cases, service reps can be endorsed as experts on specific topics. Reps endorsed as experts can help other reps who are less knowledgeable on the topic. To establish case experts in your organization, you must have Chatter and topics for cases enabled.

            To enable Case Experts, display the Experts component on Case Feed.

            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.
              • For a layout in the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor.
              • For a layout in the Page Layouts for Case Feed Users section, click Case feed layout expand button and choose Edit feed view. (This section appears only for organizations created before Spring '14.)
            3. In the Other Tools and Components section, select Case Experts, and specify where on the page you want it to appear.
            4. Click Save.

            Add the experts component to your custom pages by including the <apex:support:caseExperts> component in a Visualforce page.

            Rename Actions and Feed Filters in Case Feed

            Rename Case Feed actions and feed filters to match the terms your company uses.

            Required Editions

            User Permissions Needed
            To rename actions and feed filters:

            Customize Application

            OR

            View Setup and Configuration

            AND

            Designation as a translator

            For example, if your company refers to your portal as a customer community, you can rename the Portal action “Customer Community.”

            1. From Setup, enter Rename Tabs and Labels in the Quick Find box, then select Rename Tabs and Labels.
            2. Click Edit next to Cases in the list of standard tabs.
            3. Click Next.
            4. Find the label you want to change in the Other Labels list.
            5. Type the new name for the label in the text box next to it.
            6. If the new label begins with a vowel sound, check Starts with vowel sound.
            7. Click Save.

            Create Custom Feed Filters for Case Feed

            Custom feed filters help support reps focus on the items that are most relevant for them.

            Required Editions

            User Permissions Needed
            To create and edit page layouts: Customize Application
            To assign page layouts: Manage Users
            1. From Setup, enter Cases in the Quick Find box, then select Feed Filters.
            2. Click New.
            3. In the Feed Filter Information section, enter the filter label, name, and description.
            4. In the Feed Filter Criteria section, define how to populate this filter. You can create more refined filters using the OR function.
              Field Description
              Feed Item Type Specifies the feed type to include in the filter. For example, the Created Record feed item type shows feed items about new records.
              Related Object Specifies the object associated with the selected feed item. The list includes all objects related to the Case object. The objects in the list vary depending on how your organization is set up. For example, if you selected Created Record as the feed item type, you can select Case as the related object. This filter then shows new Cases.
              Visibility Specifies whether to include a feed item in the filter based on the feed item’s visibility. The visibility depends on the security and sharing settings for the related object. Visibility can include either All Users or Internal Users. For example, suppose that you selected Case Comment Feed as the feed item type and Internal Users as the visibility. This feed filter then shows case comments made by internal users.
            5. Click Save.
            6. After you define your custom feed filters, add the filters to the list of selected filters in the Feed Filter Options section of the page layout’s Feed View settings.
            Example
            Example

            To create a filter that shows interactions with a customer, you could define a filter named Customer Interaction that uses the following criteria.

            • Criterion 1: Case Comment feed item type with visibility set to All Users
            • Criterion 2: Email Message feed item type with visibility set to All Users
            • Criterion 3: Chatter post feed item type with visibility set to All Users
            When a support rep applies this filter, the case feed shows only Case Comment, Email Message, and Chatter feed items that are visible to both external and internal users. Everything else is filtered out.

            See Also

             
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