Custom Feed Filters Are Not Visible on Case Records

Custom feed filters on Case records are only visible when three conditions are met: the page layout is a Feed-Based Layout with custom filters added to the Feed View, the Case record is accessed via a console application such as the Service Console, and the user has the Service Cloud User permission enabled.

Follow the steps below to verify each condition:

1. Ensure the Case page layout is a Feed-Based Layout. 
2. Open the Feed View of the Case page layout and confirm that the required custom feed filters have been added. 
3. Access the Case record using a Console App, such as the Service Console. Custom feed filters are supported only within console applications.
4. Verify that the affected users have the Service Cloud User check box is checked. Users without the Service Cloud permission can view standard feed filters but cannot view custom feed filters.