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Salesforce Case Feed Cheatsheet

Salesforce Case Feed Cheatsheet

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GETTING TO KNOW CASE FEED

Case Feed introduces a new way of creating reviewing and updating cases Its designed for support agents in fastpaced environments
who interact with customers through multiple channels including phone email and portals
This tip sheet offers an overview of Case Feed features and explains how it makes working with cases easier
Note Depending on how your administrator has set up Case Feed in your organization you may not see some of the features
described below

Case Feed Overview
The main Case Feed page gives a highlevel overview of the case You can quickly see the case status and Chatter updates and take
action on the case

Case Feed includes these features
Highlights panel Shows the most important information about a case at the top of the page
Chatter feed Lists updates made to the case
Publisher tools Let you communicate with customers log calls write case notes and view details about the case all from within
the feed

Last updated February

Getting to Know Case Feed

Articles tool Makes it easy to search for Salesforce Knowledge articles and attach them to the case or email them to the customer
Feed Filters Filters case activities by type for a oneclick view such as a view of all emails associated with the case
Followers Lists case followers so you can easily see the other agents who are involved in resolving the customers issue
The following sections highlight the tasks you can do from the main Case Feed page

Viewing Case Information
In the standard case layout getting an overview of a case and its details requires looking at related lists and clicking around to find the
information you want With Case Feed its easy to see both the highlights of and details about a case
Feed

The feed shows updates made to a case who made them and when they were made You can comment on or like an update which
will automatically make you a follower of the case Depending on your Chatter feeds settings you might receive email notifications
when new updates happen or when someone else comments on the case To check these settings from your personal settings enter
My Feeds in the Quick Find box then select My Feeds You can use the Sort by dropdown list to show case updates by the
date they were made or by the date of the most recent comment
Feed Filters

Getting to Know Case Feed

Feed filters let you limit the updates displayed in the feed For example click Call Logs to show only information about calls related
to the case
Highlights Panel

The highlights panel at the top of the page shows key information about the case such as the customers name and contact information
the date the case was created and the case owner Your administrator can customize this panel to include the information thats most
relevant to your team Contacts accounts case owners and other related fields appear in the panel as links click one to go to its detail
page
Case Detail Page

Getting to Know Case Feed

To see the standard detail page for a case click View Case Details From the detail page you can access all of the information about
the case including tasks and events Use the links below the View Case Details button for easy access to any of the related lists on the
page

Working on a Case
No matter how you communicate with customers to resolve their issues you can work directly from the feed
Email

Click Answer Customer and choose Email to reply to the customer by email You can use the Rich Text Editor and templates to
format your message For details see Customize Emails with the Rich Text Editor in the Salesforce Classic Case Feed and Use Email
Templates in the Salesforce Classic Case Feed in the Salesforce online help

If your organization has Salesforce Knowledge enabled you can use the articles tool to search for articles relevant to the case and email
them to the customer Check out Find Attach and Email Articles with the Case Feed Articles Tool in the Salesforce online help for more
information

If your organization has Quick Text enabled you can insert short prewritten messages into your emails Type to bring up the list of
available messages Click one to see the full text of the message and click it again to add it to your email
Portal Answers

Getting to Know Case Feed

If your organization uses a Partner Portal Customer Portal or SelfService Portal you can respond to customers directly through it Just
click Answer Customer and choose Portal You can also reply to a message that has come in through a portal by clicking Answer
via Portal below the message in the feed
When you contact a customer through the portal you can select Send Email Notification to send the customer a message letting
them know that youve posted a reply to their question
Logging Calls

When you communicate with customers by phone click Log a Call to write and save notes about the call If youre using a SoftPhone

for Salesforce CRM Call Center completed calls and call notes are automatically added to the feed

Case Status

To change the status of a case click Change Status and choose the new status from the Change to dropdown list You can use
the text box to add notes about the status change When you change the status of a case to Closed you might be prompted to enter
additional information such as the reason for closing the case or the final resolution depending on how your administrator has set up
the Change Status tool

Collaborating with Others on Cases
Case Feed makes it easy to work with your teammates to resolve customers issues
Case Notes Mentions and Keywords

Share updates about a case with others in your department or get input from them by clicking Write Case Note To mention someone
in your note type and start typing a name then choose the name you want from the list that appears People you mention in your
note receive an email notification

Getting to Know Case Feed

Add keywords or phrases to your notes by typing them after a hashtag for example VX Click a keyword in any feed to see a list

of all the case updates throughout your department that use it
Tip You can also use hashtags and mentions for example YourName when you comment on a case update

Learning More
To find out more about Case Feed click Help for this Page on the feed page or search for Case Feed in the Salesforce online help

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