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'Email' quick action not available on Case Feed

Publiceringsdatum: Sep 26, 2024
Beskrivning

Users may report that the Standard Email Quick Action is not visible in the Case Feed.


To  Verify in Salesforce Classic 

  1. Click on Setup.
  2. Under Customize, expand Cases by clicking the arrow before it.
  3. Under Cases, click on Page Layouts.
  4. Click Edit before Case Layout.
  5. On the upper part, click on Quick Actions and check if “Email” is available.


To  Verify in Lightning Experience

  1. Click on gear icon.
  2. Click on Setup.
  3. Click on Object Manager.
  4. Scroll down and look for Case.
  5. Click Case.
  6. On your left, click on Case Page Layouts.
  7. Click on Case Layout.
  8. Check if the “Email” is on the "Mobile & Lightning Actions" section on the upper panel.

Note: If the user's email is set to send through Office 365 or Gmail, make sure the user has the "Send Email through External Email Service" permission set.  

Lösning


This behavior might be caused by the org email access, which is set to System Email Only, however, Email-to-Case must be enabled in the org before using this feature and following the resolution steps below.


Enable All email Access Level


To resolve in Salesforce Classic

  1. Click on Setup.
  2. Under Email Administration, click on Deliverability.
  3. Select All email for the Access level .
  4. Click Save.


To resolve in Lightning Experience

  1. Click on the gear icon.
  2. Click Setup.
  3. Enter Deliverability in the Quick-find box.
  4. Click Deliverability.
  5. Select All email on the Access level.
  6. Click on Save.


Access Email-to-Case settings


Salesforce Classic: Setup | Customize | Cases | Email-to-Case
Lightning Experience : Gear Icon | Setup | Feature Settings | Service | Email-to-Case


If Email-to-Case isn't enabled

  1. Click Edit
  2. Select Enable Email-to-Case
  3. Click on Save


Note: After you enable Email-to-Case, you can’t disable it.

 

Additional Notes

If the above is performed and the email actions aren't available. Please check the following under Support Settings:

Classic: Setup | Customize | Cases | Support Settings
Lightning: Gear Icon | Setup | Feature Settings | Service | Support Settings

1. Click Edit
2. Tick "Enable Case Feed Actions and Feed Items" checkbox
3. Click Save

Knowledge-artikelnummer

000382424

 
Laddar
Salesforce Help | Article