Case Feed Upgrade Results in Salesforce Classic

During the upgrade process, users don't notice anything different. After the process is complete, users for whom you've enabled Case Feed see existing and new cases in the new interface, while users without Case Feed continue to see traditional cases.

Here’s what happens when cases are upgraded to the new interface:

• The 5000 most recent, active cases in your organization are converted to the Case Feed interface. The case conversion process varies depending on the number of cases being converted and the complexity of the data they contain. For example, cases with multiple email messages or other attachments can take longer to convert than other cases.
• Older cases are also upgraded if they have comments, emails, or logged calls that were added to the case within the date range that applies to the original 5000 converted cases. You can have up to 500 cases with current comments, up to 500 with current emails, and up to 500 with current logged calls for a total of 1500 additional converted cases.
• The following items are added to the feed for each case:
  • Up to 60 email messages.
  • Up to 60 private and public comments. These comments are converted to Chatter posts during the upgrade.
  • Up to 60 logged calls. Some logged calls that were created before you upgraded to Case Feed can appear in the feed as tasks.
• The Case Feed interface is enabled for all new cases, giving users access to the publisher and feed.
• The Case Detail view becomes available, and contains additional information about the case, including items that remain in their current related lists.

You receive an email message when the upgrade process has finished.