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Customize Case Page for Proactive Customer Operations

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Customize Case Page for Proactive Customer Operations

Add the Related Incidents component and the Related Incidents Banner component to the case Lightning record page so that service reps can relate a case to the incident that's causing it, and see at a glance when a case is tied to an active incident.

Required Editions

Available in: Lightning Experience
Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service.
User Permissions Needed
To edit a Lightning record page: Customize Application
Note
Note The Related Incidents and Related Incidents Banner components are automatically available on the case page in all orgs created after the Winter '27 release.

If the components aren't already on your case page, add them in the Lightning App Builder. For how to open and edit a Lightning record page, see Customize Lightning Pages for Lightning Console Apps.

  1. Open a case record, and from the Setup menu, select Edit Page.
  2. In the Lightning App Builder, drag the Related Incidents component to the region where you want service reps to relate cases.
    Reps use the Related Incidents component to relate cases to incidents manually. To let reps use AI-based incident recommendations instead, set up the Service Assistant and add the Service Assistant component. See Set Up the Service Assistant for Incident Recommendations.
  3. Drag the Related Incidents Banner component to the top of the page.
    The banner tells reps when a case is related to active incidents, and links to those incidents.
  4. Click Save, and then activate the page.
 
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