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            Set Up the Site Case Feed

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            Set Up the Site Case Feed

            The site case feed lets Aura and Salesforce Tabs + Visualforce site users and support agents see all case interactions in a unified feed. Also, agents can take more actions directly from the console. To set up the site case feed, enable it in your org and make sure that the case page in your site is properly configured.

            Required Editions

            Available in: Salesforce Classic and Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions
            Applies to: Aura and Visualforce sites
            User Permissions Needed
            To enable the site case feed:
            • Customize Application
            • Compact case feed enabled in your org
            1. Enable the site case feed:
              1. From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
              2. Select Enable Site Case Feed.
              3. Optionally, select Enable Email Notifications for Case Posts (recommended).
              4. Click Save.
            2. If your site was built using Salesforce Tabs + Visualforce, make sure that your case page includes a Chatter feed.
            3. If your site uses an Aura template, confirm that your active case detail page supports the site case feed:
              1. In Experience Builder, click Settings gear icon.
              2. Click Page Management.
              3. Find Case Detail in the Name column, and make sure the active page assigned to it’s either Chatter Case Detail (the default) or Record Detail.
                Case Detail Active Page
                If you change the active case detail page, publish your change.

            See Also

            Site Case Feed Considerations

            Consider the following if the site case feed is enabled.

            • Agents can use the action in the console case feed to answer questions and create private and public Chatter posts on cases.
            • Agents can expose or hide published Chatter posts and emails in the case feed of external site users.
            • External site users with access to a case see associated Chatter posts, questions, and emails in their case feed.

            If email notifications for case posts are enabled

            • When someone makes an externally visible post on a case and the Visible in Self-Service Portal setting is selected on the case, all case contacts that are also site members are notified by email. They can comment on the post by replying to the email.
            • If you’re already using custom email notification settings, such as those triggered by workflows, selecting this preference can create duplicate email notifications.
            • In sites built on Aura or Salesforce Tabs + Visualforce, you can turn off these notifications. In your email notification settings, deselect Posts on one of my cases under “Email me when someone...”.
             
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