Salesforce Service Cloud: Custom Label for 'Subject' Field Appears in Case Original Message

Issue

When sending an email from a Salesforce Service Cloud Case in Lightning Experience using the Chatter component, the Subject field name within the Original Message section may display a different label. This occurs because the Original Message section uses the label defined for the Subject field on the Activity object. If this label has been modified, the custom name appears instead of the standard Subject label.

Solution

To resolve this, rename the Subject field label for the Activity object using Rename Tabs and Labels.

1. Click the gear icon and select Setup.
2. Enter Tabs in the Quick Find box and select Rename Tabs and Labels.
3. Click Edit next to Activities.
4. Click Next on Step 1.
5. In Step 2, change the label for Subject to the desired name (for example: Subject).
6. Click Save.

Note

Changing this field name will affect the display label for the Subject field on all Event and Task records globally across the org.