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Case Object Activity Actions and 'Log a Call' Options in Lightning Experience

Fecha de publicación: Oct 8, 2026
Descripción

In Salesforce Lightning Experience, Case object activity actions differ from those of other objects. These actions are not found on the standard Activity Timeline/Composer component. Instead, they are accessible through the Chatter Feed component when working with Cases. The 'Log a Call' option within the Case Feed also provides different functionality than the 'Log a Call' button on standard page layouts or in the general Activity feed.

On a standard page, the "Log a Call" button is a standard component found within the 'Activity History' related list for standard and custom objects. More details on this standard "Log a Call" button are in the "Customizing the Log a Call Action" documentation.

Solución

This article answers the question: how does the Case Feed 'Log a Call' action differ from the standard Activity 'Log a Call' button in Salesforce Lightning Experience, and why is the "schedule a follow up" task missing from the Case Feed? The Case Feed 'Log a Call' action does not include the follow-up task, while the standard 'Log a Call' button does.

How the Case Feed Log a Call Action Works in Lightning Experience

The 'Log a Call' action in the Case Feed allows support agents to record notes and information about customer calls. By default, it is assigned to the creator of the logged call, and quick notes can be added.

Follow-Up Task Differences Between Case Feed and Standard Log a Call

A key difference exists regarding follow-up tasks:

  • The "schedule a follow up" task is not available through the Case Feed's "Log a Call" action.
  • The "schedule a follow up" task is available in the standard "Log a Call" button found on the detail view, but not in the Case Feed.

Where Log a Call Is Available in Lightning Experience and Salesforce Classic

In Lightning Experience, the 'Log a Call' action is available in the Activity related component. In Salesforce Classic, the 'Log a Call' button is available in the Activity History Related List.

Recursos adicionales

Notes:

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Número del artículo de conocimiento

000381651

 
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