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Quick Actions or Button do not Appear on Case Page Layout in Lightning Experience

Fecha de publicación: Nov 24, 2025
Descripción

Users may encounter Quick Action visibility issues on Case or Work Order record pages, even if the buttons are added to the page layout and the Activity component is on the record page.  These objects don't behave like other objects and Quick Actions can be on a tab in the Chatter panel.

Quick actions' visibility can be managed on the page layout by adding it to Salesforce Mobile and Lightning Experience Actions. This won't work for Case & Work Order page layouts in Lightning Experience all the time.

Solución


This information is also documented in the Help Article Actions in Lightning Experience:
 

Note: Actions on User profiles, Cases, and Work Orders can appear in a different way than on other records.
Actions on the User profile page come from the quick actions in the Salesforce Classic publisher section of the global publisher layout. Only standard Chatter actions appear on the User profile page, regardless of which actions are assigned to the User page layout or the global publisher layout.

When feed tracking is enabled for Cases or Work Orders, the page-level action menu on those records contains only custom buttons and supported standard buttons. Quick actions appear on the Chatter tab.


Feed Tracking is enabled for a Case or Work Order

These two options will allow for the Quick Action to be viewed on a Case or Work Order when not available as expected and Feed Tracking is enabled:

A. Add Chatter to the page layout - Quick Actions will appear on the Chatter tab.

  1. Check if Feed Tracking is enabled for a Case or Work Order.
  2. If yes, open any Case or Work Order record.
  3. Click the gear icon and then select Edit Page.
  4. Add the 'Chatter' component to the layout. 
  5. Save.

B. Disable Feed Tracking

Have the Administrator disable Feed Tracking on the Case or Work Order object.

Recursos adicionales

Vote and comment on the Salesforce Idea - Quick Actions in Case to highlights panel rather than Chatter tab

Salesforce Support Video - Troubleshooting Steps When Quick Action Does Not Appear

Trailblazer Community - Quick action not showing on page layout

Número del artículo de conocimiento

000390843

 
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