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Set Up Cases for Salesforce Classic
Follow these high-level steps to set up Case Feed in Salesforce Classic.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up and customize Case Feed: | Manage Cases AND Customize Application |
Prerequisites and Basic Setup
Before you enable and customize Case Feed, decide which actions and tools you need. To use the Email action, set up Email-to-Case. To use the articles tool, set up Salesforce Knowledge.
Review how cases are upgraded and know what to expect when you enable Case Feed actions and feed items.
When you’re ready, enable Case Feed actions and feed items.
- Enable Chatter and actions in the publisher.
- Enable feed tracking on cases. On the feed tracking page, turn off tracking for the Status field. Turning off tracking for the Status field prevents duplicate feed items when service reps update a case’s status using the Change Status action.
Customizing Page Layouts
Choose what you want to appear on Case Feed page layouts based on your company’s needs and how your service reps work.
- Create layouts for case detail and close case pages and highlights panels.
- Create layouts for feed view pages to specify which actions, fields, and tools service reps see when they’re working with cases.
Giving Users Access
The easiest way to give users access to Case Feed is to assign them to profiles that use the feed-based case page layouts you create.
In organizations created before Spring ’14, you can also give users access by creating permission sets and assigning them to users, or through custom profiles.
Setting Up Case Feed: Adding More Functionality
Follow these optional steps to add functionality to Case Feed.
- To let service reps include short, pre-written messages in their emails, set up quick text and create quick text messages.
- To give service reps the option of emailing customers to let them know when questions they've posted to a portal have been answered, enable portal email notifications.
- To allow service reps to save email messages as drafts before sending them, and to make it possible to create approval actions for email, enable email drafts.
- To help service reps save time and increase consistency when sending emails to customers, create text, HTML, or Visualforce email templates.
- To let service reps automate repetitive tasks, add the macros browser to the console and give service reps permission to use macros.
- To give service reps access to more functionality, create and add custom actions.
- Case Feed Upgrade Results in Salesforce Classic
When you enable Case Feed for your organization, an upgrade process converts active cases to the new interface and creates feed items for activity on those cases. - Enable Case Feed Actions and Feed Items in Salesforce Classic
Enabling Case Feed actions and feed items gives your users access to some standard actions they need when working with cases, such as Email and Change Status, and to feed items related to those actions. - 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. - Add Functionality to the Case Feed in Salesforce Classic
Customize the case feed in Salesforce Classic to meet the needs of your support reps. You can give them access to productivity tools, like quick text, and even enable email drafts and approval processes.
