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

Publiseringsdato: Apr 2, 2026
Beskrivelse

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 via the Chatter Feed component when working with Cases. Additionally, the 'Log a Call' option within the Case Feed provides different functionalities compared to the 'Log a Call' button available 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 can be found in the "Customizing the Log a Call Action" documentation.

 

Løsning

This resolution explains the behavioral differences between the Case Feed 'Log a Call' action and the standard Activity 'Log a Call' button, and clarifies the follow-up task limitation in Lightning Experience.

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

However, a key difference exists regarding follow-up tasks:

  • The "schedule a follow up" task is
    not available via the Case Feed's "Log a Call".

  • This "schedule a follow up" task
    is available in the regular "Log a Call" button found on the detail view, but not on the Case Feed.

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

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Notes:

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Knowledge-artikkelnummer

000381651

 
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Salesforce Help | Article