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            Case Feed and Related Lists

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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
            • Email action in the publisher
            • Emails related list
            Viewing emails
            • Email feed items
            • Activity History related list
            • Emails related list

            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
            • Articles tool (to attach Salesforce Knowledge articles)
            • Attachments related list
            Attaching files to an email
            • Email action in the publisher
            • Emails related list
            Viewing files attached to a case
            • Attachment feed items
            • Attachments related list
            Note
            Note Attachments to case notes aren't included in the Attachments related list.

            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            In Case Feed private comments have been replaced by case notes, which are Chatter posts and aren't available from the Case Comments related lists.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
            • Email action in the publisher
            • Emails related list
            Viewing emails
            • Email feed items
            • Activity History related list
            • Emails related list

            Open Activities

            Task Case Feed Feature support reps Use for this Task
            Creating and editing tasks
            • Create Task action in the publisher
            • Open Activities related list
            Viewing tasks
            • Task feed items (for tasks created with Create Task action)
            • Open Activities related list
            Creating and editing events
            • Create Event action in the publisher
            • Open Activities related list
            Viewing events
            • Task feed items (for events created with Create Event action)
            • Open Activities related list

            Related Cases

            Task Case Feed Feature support reps Use for this Task
            Creating and editing related cases
            • Create Child Case action in the publisher
            • Related Cases related list
            Viewing related cases
            • Related case feed items (for cases created with Create Child Case action)
            • Related cases related list

            Solutions

            Task Case Feed Feature support reps Use for this Task
            Viewing suggested solutions Solutions related list
            Finding solutions Solutions related list

            See Also

             
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