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SUCCESS INSIGHTS: Creating Custom Actions for the Salesforce Console

Knowledge Article Number 000212998
Description Currently service reps are primarily working out of the case feed and the customer is looking to streamline the process for service reps, decrease the need to flip back and forth between the feed and case details page, and ensure reps are leveraging the case comments to keep customers notified of progress. Currently reps are posting updates in Chatter but this information is not visible to the customer and so they are following up with the customer separately via email. The main roadblock in getting reps to leverage the comments is not having a quick way to add comments from the feed. 
 
Resolution Use Apex to create a custom "Post Case Comment" action in the Console case feed. 

Technical and Implementation Resources: Salesforce Console Resources:




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