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Enable Case Feed Actions and Feed Items in Salesforce Classic
Enabling Case Feed actions and feed items gives your users access to some standard actions they need when working with cases, such as Email and Change Status, and to feed items related to those actions.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To change support settings: | Manage Cases AND Customize Application |
| To create and edit profiles and permission sets: | Manage Profiles and Permission Sets |
In Salesforce organizations created after the Winter ’14 release, feed tracking on cases and Case Feed actions and feed items are automatically enabled.
- From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
- Click Edit.
- Select Enable Case Feed Actions and Feed Items.
- Click Save.
When you enable Case Feed actions and feed items, your cases are upgraded to the new user interface automatically. We recommend that you wait until this upgrade process is finished before giving users access to Case Feed.
Create Permission Sets for Case Feed
After you enable Case Feed for your organization, create a permission set to give users access to it.
- Create a permission set for Case Feed.
- On the Permission Set page, click App Permissions.
- Select Use Case Feed. Optionally, select any other permissions you want to include in the set.
- Click Save.
The Use Case Feed permission is available only on orgs created before Winter ‘14 that haven’t enabled feed-based layouts. Case Feed is automatically enabled and assigned to all standard profiles in Salesforce organizations created after the Winter ’14 release.
If you have an existing permission set, you can edit it to include the Use Case Feed permission. However, doing so affects field visibility on the Printable View page. When the permission is enabled, you can't see all the record fields. To view all record fields, disable the permission.
Assign Case Feed to Users
After you've enabled Case Feed in your organization and created a permission set that includes it, assign that permission set to users.
- From Setup, enter Users in the Quick Find box, then select Users.
- Select a user's name.
- In the Permission Set Assignments list, click Edit Assignments.
- Select the permission set you want in the Available Permission Sets list, and then click Add.
- Click Save.
Give Users Access to Case Feed Through Custom Profiles
Instead of giving users access to Case Feed through permission sets, you can create a custom profile that includes the Use Case Feed user permission.
- Create a profile.
- On the Profile page, click Edit.
- In General User Permissions, select Use Case Feed.
- Click Save.
- Assign users to the profile.
