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Salesforce Case Interaction Setup Cheatsheet

Salesforce Case Interaction Setup Cheatsheet

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IMPLEMENTING CASE FEED

Summary
Case Feed gives you a new
way to create manage and
view your organizations
cases Use this tip sheet to
implement Case Feed
understand the impact of
upgrading cases to the new
interface and get an
overview of its features

Set Up Cases for Salesforce Classic
Follow these highlevel steps to set up Case Feed in Salesforce Classic

Prerequisites and Basic Setup
Before you enable and customize Case Feed
Decide which actions and tools you need
To use the Email action set up EmailtoCase
To use the articles tool set up Salesforce Knowledge
Review how cases are upgraded and know what to expect when you enable Case Feed actions and
feed items
When youre ready enable Case Feed actions and feed items
Note In organizations created before Winter you also need to
Enable Chatter and actions in the publisher
Enable feed tracking on cases On the feed tracking page turn off tracking for the Status field
Turning off tracking for the Status field prevents duplicate feed items when agents update a
cases status using the Change Status action

Customizing Page Layouts
Choose what you want to appear on Case Feed page layouts based on your companys needs and how
your support agents work
Create layouts for case detail and close case pages and highlights panels
Create layouts for feed view pages to specify which actions fields and tools agents see when theyre
working with cases

Giving Users Access
The easiest way to give users access to Case Feed is to assign them to profiles that use the feedbased
case page layouts you create
In organizations created before Spring you may also be able to give users access in two other ways
By creating permission sets and assigning them to users
Through custom profiles

Last updated February

Implementing Case Feed

Enable Case Feed Actions and Feed Items

Setting Up Case Feed Adding More Functionality
Follow these optional steps to add more functionality to Case Feed
To let agents include short prewritten messages in their emails set up quick text and create quick
text messages
To give agents the option of emailing customers to let them know when questions theyve posted
to a portal have been answered enable portal email notifications
To allow agents to save email messages as drafts before sending them and to make it possible to
create approval actions for email enable email drafts
To help agents save time and increase consistency when sending emails to customers create text

HTML or Visualforce email templates

To let agents automate repetitive tasks add the macros browser to the console and give agents
permission to use macros
To give agents access to more functionality create and add custom actions

Enable Case Feed Actions and Feed Items
Enabling Case Feed actions and feed items gives your users access to some standard actions theyll need
when working with cases such as Email and Change Status and to feed items related to those actions
Note In Salesforce orgs created before the Winter release you must enable feed tracking on
Cases before you can enable the Case Feed actions and feed items If feed tracking isnt enabled
then the Enable Case Feed Actions and Feed Items isnt visible
In Salesforce organizations created after the Winter 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
Once 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
Note The Use Case Feed permission is available only on orgs created before Winter that havent
enabled feedbased layouts Case Feed is automatically enabled and assigned to all standard profiles
in Salesforce organizations created after the Winter release
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

Implementing Case Feed

Assign Case Feed to Users

Tip If you have an existing permission set you can edit it to include the Use Case Feed
permission

Assign Case Feed to Users
After youve 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 users 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
Note The Use Case Feed permission is available only on orgs created before Winter that havent
enabled feedbased layouts Case Feed is automatically enabled and assigned to all standard profiles
in Salesforce organizations created after the Winter release
Create a profile
On the Profile page click Edit
In General User Permissions select Use Case Feed
Click Save
Assign users to the profile

Enable Quick Text
Enable quick text for your org so that your users can insert predefined messages Quick text streamlines
work for service agents and sales reps
Separate settings in Setup control quick text in Salesforce Classic and Lightning Experience Keep these
things in mind
In Salesforce Classic
After you enable quick text in Salesforce Classic you cant disable it
Quick text is automatically enabled in orgs that have enabled Live Agent If quick text isnt enabled
by default manually enable quick text
In Lightning Experience
Quick text is enabled by default in all orgs You can disable it if you like

Implementing Case Feed

Enable Quick Text

If you enabled and created quick text in Salesforce Classic your messages work in Lightning Experience
If you gave users permission to create read update and delete quick text in Salesforce Classic that
permission is honored in Lightning Experience
To enable or disable quick text
From Setup enter Quick Text Settings in the Quick Find box then select Quick Text
Settings
Click Enable Quick Text
Optionally enable other quick text settings
These settings are available only in Lightning Experience
Share and organize quick text in folders
Users can create up to four levels of folders to organize items one root folder and up to three
subfolders When a user shares a folder all items in the folder are shared Subfolders inherit the
root folders settings
Important Sharing settings on folders override sharing settings on individual items If you
shared quick text in Salesforce Classic those settings are ignored after this preference is
enabled and the quick text is assigned to a folder If you decide to disable this preference
later folder sharing is ignored and individual sharing settings apply
Folders for quick text arent supported in Essentials Edition orgs
After you enable folders we recommend that you
Move existing quick text into folders and share those folders with your users
Verify that your quick text page layout includes the Folder field
Review the user experience in the quick text browser and quick text list view which both now
reflect folders
Hide quick text button and popup
By default buttons are displayed to help users discover and work with quick text In richtext fields
a button is displayed in the toolbar In plain text fields a popup button is displayed If these buttons
cause your users a disruption you can hide them
Click Save
After enabling quick text give users access to quick text by updating their permissions

Give Users Access to Quick Text
Giving users access to quick text lets them insert predefined messages in their emails chats events tasks
Knowledge articles and more Service agents can respond to customers and update cases quickly and
easily Sales reps can work with their contacts accounts and opportunities more efficiently
Use a permission set or update profiles to give your users Read permission on the Quick Text object
Optionally you can also give users Create Edit and Delete access to let them create and manage their
own quick text messages
Keep the following things in mind
If your quick text messages need to be standardized across your org limit your users ability to
create edit and delete quick text messages In this case give these permissions to only a subset
of users

Implementing Case Feed

Enable Quick Text

If you gave users permission to create read update and delete quick text in Salesforce Classic
that permission is honored in Lightning Experience
In orgs created after Spring all user profiles include Read access by default However users
with a Salesforce Platform user license cant work with quick text and cant be assigned quick text
object permissions
If you enabled Share and organize quick text in folders in Lightning Experience give your users
access to folders with common quick text
To share a folder go to the quick text object home in your app Click Share in the dropdown menu
next to a folder in your list view You can give users access to view edit or manage a folder
If you are using quick text in Salesforce Classic complete one of the following options
Option

Steps

Give users ownership of at least On a quick text record page transfer ownership of an existing
one quick text message
quick text message to the user Look for the Change button
Change your orgwide default
sharing setting for quick text

Update quick text sharing on the Sharing Settings page in Setup
You can update the setting to Public Read Only or Public
ReadWrite

Use sharing rules

If you dont want to change your orgwide default sharing settings
create sharing rules to specify which groups of users have at least
readonly access to quick text messages

After giving support agents access to quick text create standardized messages that they can use

Create Quick Text Messages
Create custom predefined messages to insert into emails chats tasks events and more Quick text can
include merge fields line breaks and special characters
In Setup add quick text to your app to let your users view the quick text list view
Open quick text in your app
In standard navigation apps click the Quick Text tab
In console navigation apps select Quick Text from the item picker
Click New
If you have more than one quick text record type select a record type for the new message and click
Continue
Enter a message name
Use a name that helps users identify when to use this message
Enter the message
The message can include line breaks lists special characters merge fields and up to characters

Implementing Case Feed

Enable Portal Reply Email Notifications in Case Feed

Note Quick text supports the Salesforce Merge Language SML used in Salesforce Classic

email templates not the Handlebars Merge Language HML used in Lightning Experience email

templates
Select the channels in which you want the message to be available
Depending on which features are enabled in your org these channels might be available
Emailfor Email actions
Eventfor Event actions
Internalworks with internal fields like on the Change Status action
Knowledgefor Knowledge articles in Lightning Experience
Live Agentworks with Live Agent chat in the Service Console
Phonefor the Log a Call action
Note In Salesforce Classic apps quick text is supported with Case Feed Log a Call actions
in console apps
Portalworks in a community or a customer portal
Socialfor social posts
Taskfor Task actions
The Internal and Portal channels arent supported in Lightning Experience These channels display
in the picklist but they arent mapped to actions in Lightning Experience
Important If you dont specify a channel the quick text message cant be used because it isnt
available in an action
Select a category
In orgs created before Spring that enabled quick text in Salesforce Classic this field is required
and a default Category is provided for you In orgs created after Spring this field isnt required
Select a folder
Folders help you organize and share quick text You can create up to four levels of folders one root
folder and up to three subfolders
This field is visible only when Share and organize quick text in folders is enabled In some orgs
the Folder field must be added to the page layout
If you use merge fields click Preview to review the message with data from records that you choose
Click Save

Enable Portal Reply Email Notifications in Case Feed
If your organization uses a portal or community support agents can use the Community action in Case
Feed to respond to customers Enabling portal reply email notifications gives agents access to the Send
Email option in the Community action
From Setup enter Support Settings in the Quick Find box then select Support Settings
Click Edit
Select Enable Case Comment Notification to Contacts

Implementing Case Feed

Enable Email Drafts for Cases

Select a template for email notifications
Click Save
Emails sent to external users include a link to the community If the user receiving the email is a member
of multiple active communities the link goes to the oldest active community If the user is already logged
in to a community and clicks the link in the email the link goes to that community If the user is not a
member of any community the link goes to the internal org If the user is a member of a portal and a
community the link goes to the community

Enable Email Drafts for Cases
Draft emails let support agents who use the case feed write and save messages without having to send
them immediately In Salesforce Classic this option makes it possible to implement approval processes
so messages can be reviewed by supervisors or senior agents before theyre sent to customers
Before enabling email drafts set up EmailtoCase In Salesforce Classic you must also enable Case Feed
From Setup enter Support Settings in the Quick Find box then select Support Settings
Click Edit
Select Enable Email Drafts
Click Save
Note
Salesforce Classic

Changes to fields other than To From CC BCC and Subject in the Email action arent

saved when a message is saved as a draft We recommend removing any additional fields from
the Email action if you plan to use draft emails
Lightning Experience
We recommend removing any additional fields from the Email action if you plan to use private
email drafts Changes to custom email message fields may not be saved immediately However
when a standard field is modified the previous custom field changes are also saved

Case Feed Page Layouts in Salesforce Classic
When support agents work with cases in Case Feed they use the case page layout To specify the fields
tools and functionality that support agents see when working with open cases customize the feed view
detail view highlights panel in the case page When agents close a case they see the close case page
layout where agents can enter information about the case resolution You also can customize the close
case page layout
You can customize different parts of the case page layout in Case Feed
Highlights panels which appear at the top of both feeds and case detail pages The highlights panel
shows key information about a case so that the most important information is immediately visible to
agents
Feed views which agents see when managing and interacting with cases The feed view shows the
case history using a Chatterlike feed so that agents can see whats happened in a case in context

Implementing Case Feed

Customize the Highlights Panel in Case Feed

Detail views which agents see when they click View Case Details The detail view shows useful
information about the case such as a description of the contacts company the accounts address
and related lists
You also can customize the close case page layout in Case Feed
Close case pages which appear when agents close cases The close case page lets agents enter
information about the case resolution
From the object management settings for cases you can create edit and assign all four types of layouts
by going to Page Layouts

Customize the Highlights Panel in Case Feed
The highlights panel appears at the top of the feed detail views and shows the most important information
about a case Edit the highlights panel to include the fields that are most important for your support
agents
From the object management settings for cases go to Page Layouts
In Page Layouts for Case Feed users click

next to a layout and choose Edit detail view

Hover your mouse pointer over the Highlights Panel until the

icon appears then click it

On the Highlights Panel Properties page click a box to edit the fields in it
Use the dropdown list to choose the type of information to include in each field To leave a field
blank choose None You cant move or delete Case Number or Created Date

Click OK

Create and Edit Feed Layouts in Case Feed
Feed view page layouts determine which actions fields and tools users see when theyre working with
cases in Case Feed You can create different layouts and assign them to different user profiles For example
you might have one layout for agents and another for supervisors
Note Before creating a new feed view page layout you need to create a new case detail page
layout
From the object management settings for cases go to Page Layouts
How you access the Case Feed Settings page depends on what kind of page layout youre working
with
For a layout in the Case Page Layouts section click Edit and then click Feed View in the page
layout editor
For a layout in the Page Layouts for Case Feed Users section click
and choose Edit feed
view This section appears only for organizations created before Spring
If youve already opted to use the advanced page layout editor to configure the publisher for a layout
choose Edit detail view to add change or remove actions
Choose the tools components and options for your feed view page
Click Save
Once youve created or edited feed view page layouts assign them to profiles

Implementing Case Feed

Create and Edit Feed Layouts in Case Feed

Settings for Feed Views in Case Feed
Use Case Feed settings to customize the feature according to your support departments processes and
business needs
Apply these settings when you create or update feed views for Case Feed

Feed View Options
Option

Use It to

Notes

Enable
FullWidth Feed
View in the
Console

Expand the width of the feed to
take up all available space when
agents view cases in Salesforce
console tabs or subtabs

The portion of the page the feed takes up
with this setting enabled depends on
whether you have tools or components
in the right column of the Case Feed
layout and whether you have console
sidebar components
This setting is automatically enabled in
organizations created after Summer

Enable Compact
Update the overall look and feel
Feed View in the of the feed view and compress
feed items when agents view
Console

cases in Salesforce console tabs
or subtabs

Compact feed lets agents see more
information about a case with much less
scrolling than they need to do when
working with cases in the standard feed
view
This option is only available if you have
Actions in the Publisher

and Use Page Layout Editor
to Configure Actions enabled
Highlight
Externally
Visible Feed
Items

Indicate which feed items are
visible to external users by
changing the background color
of the feed item to orange

This option is only available for compact
feed
When this setting and the Enable
Community Case Feed setting are
both enabled the following feed items
are highlighted in the case feed
Public emails sent to or received from
the email address for contact person
on a case
Public case comments
All social posts
Questions escalated from
Communities
Tasks that have the All with
AccessPublic setting
Events that have the All with
AccessPublic setting

Implementing Case Feed

Create and Edit Feed Layouts in Case Feed

Option

Use It to

Notes
Chatter posts that have the All with
AccessPublic setting
See also Set Up the Community Case
Feed

Publisher Options
Option

Use It to

Notes

Use Page Layout
Editor to
Configure
Actions

Make the advanced page layout This setting appears only if your
editor the default for choosing the organization has Actions in the
actions that appear in the Case
Publisher enabled
Feed publisher

Automatically
Collapse
Publisher

Automatically reduce the height
of the publisher when its not in
use showing more of the feed
below The publisher expands to
its normal height as soon as an
agent clicks inside it

This setting is automatically enabled in
organizations created after Summer
and is only available if you have
Actions in the Publisher

and Use Page Layout Editor
to Configure Actions enabled

Choosing and Configuring Actions
Option

Use It to

Notes

Menu Placement

Choose whether you want the
publisher menu to appear in the
center column or the left column

This setting appears only if you
havent selected Use Page

Select up to custom Visualforce
pages to add to the publisher as
actions Pages must use the standard
case controller

This setting appears only if you
havent selected Use Page

Custom Actions

Select Action

Layout Editor to
Configure Actions

Layout Editor to
Configure Actions

Select actions to include in the Case This setting appears only if you
Feed publisher and choose the order havent selected Use Page
in which the actions appear
Layout Editor to
Configure Actions

Implementing Case Feed

Create and Edit Feed Layouts in Case Feed

Log a Call Action
Option

Use It to

Notes

Select Action
Fields

Select fields to include in the Log a
Call action

Log a Call automatically includes the
Customer Name field
You cant include rich text area fields
in Case Feed actions

Change Status Action
Option

Use It to

Notes

Select Action
Fields

Select fields to include in the Change The Change Status action
Status action
automatically includes the Current
Status and Change to fields
If you add the Status field to the
action it will automatically replace
these two fields
You cant include rich text area fields
in Case Feed actions

Email Action
Option

Use It to

Notes

Select Action
Fields

Select fields to include in the Email
action

Any fields you add appear below the
email body field in the action
You cant include rich text area fields
in Case Feed actions

Select Header
Fields

Select fields to include in the header The Email header automatically
of the Email action
includes the From To Bcc and
Subject fields

Select Email
Tools

Choose the tools to make available to The Templates File Attachments and
agents when they use the Email
Address Lookup Buttons tools are
action
included automatically

Enable Rich Text Make the rich text editor available to
Agents can click
agents so they can include formatting
Editor

such as bolded or underlined text
bulleted or numbered lists links and
inline images in their email messages

in the editors
menu bar to switch to plain text
mode

Implementing Case Feed

Create and Edit Feed Layouts in Case Feed

Option

Use It to

Notes

Require Use of
Prevent agents from switching to
Rich Text Editor plain text mode when they write

This setting helps ensure that agents
write and send only formatted emails
not plain text messages

email
Specify From
Addresses

Automatically include specific email
addresses in the From field

To use multiple addresses separate
them with commas Theyll appear as
a picklist in the Email action header
You can use only Salesforcevalidated
email addresses as From addresses

Allow
Automatically collapse the email body Once an agent expands the email
body it will stay expanded until the
Collapsible Body field until an agent clicks inside it
Having the body collapsed by default page is reloaded even if the agent
Field

makes it easier for agents to see more clicks on other actions or elsewhere
of whats below the email action on on the page
the page
Allow
Collapsible
Email Header

Automatically collapse the email

Exclude Email
Thread from
Drafts

Exclude the previous emails in the
This prevents the previous emails in
thread when composing emails in the the thread from being incorporated
feed
in the outbound email message

Replace Send
Email Button
with

Choose a button to replace the
standard Send Email button This can
be useful if you want to label the
button something else change how
it looks or include custom
functionality such as triggering a
workflow when an agent sends a
message

You can use any custom button
youve created for cases except those
that have scontrols as content
sources

Use It to

Notes

header until an agent clicks
expand it

to

With this setting enabled agents can
expand and collapse the header as
needed while they work

Case Feed Tools
Option

Select Case Feed Choose which tools to make available The Articles tool is included by default
to agents when they use Case Feed but it wont appear on the Case Feed
Tools

page unless your organization uses
Salesforce Knowledge

Implementing Case Feed

Create and Edit Feed Layouts in Case Feed

Articles Tool
Option

Use It to

Notes

Enable Email PDF Give agents the ability to attach

This setting appears only if your
Knowledge articles to email messages organization uses Salesforce
Attachments

as PDFs

Knowledge If you use Knowledge and
dont enable this setting agents will
be able to attach articles only to cases
not to email messages

Use Case Feed
Replace the Knowledge sidebar in the This setting appears only if your
Articles Tool in Salesforce console with the Case Feed organization uses Salesforce
articles tool
Knowledge If you use Knowledge and
the Console

dont enable this setting we
recommend hiding either the Case
Feed articles tool or the Knowledge
sidebar in the Salesforce console so
agents see only one of those tools
when theyre working with cases in
the console

Other Tools and Components
Option

Use It to

Notes

Custom
Components

Select up to custom Visualforce
pages to add as components You can
use as a custom component any
Visualforce page that uses the
standard case controller

Once you add a Visualforce page you
can specify its height and choose
where on the page you want it to
appear

Choose Placement Specify where on the page you want Custom links and buttons are only

tools and components like custom
buttons custom links and the
followers list to appear You can also
choose to hide anything your agents
dont need access to

available as right sidebar components
on the feed view page layout if youve
added them to the related case detail
page layout
The Milestone Tracker is available only
if youve enabled entitlement
management in your organization
The Topics list is available only if
youve enabled topics on cases

Implementing Case Feed

Create and Edit Feed Layouts in Case Feed

Filter Options
Option

Use It to

Filters Appear

Specify where and how feed filters
appears

Select Filters

Choose the filters to include in the
feed filters list and specify the order
of the list

Notes

Choose As a floating list in the left
column if you want the feed filters
As a fixed list in the left column list to remain visible as users scroll
down the page This can be useful
As a floating list in the left column
with long feeds as it lets agents
As a dropdown list in the center quickly filter case activities from
column
anywhere on the page without
having to scroll to the top
We recommend putting the filters
agents are likely to use most often at
the top of the list

Add Custom Actions in Case Feed
Include custom actions in the Case Feed publisher to give support agents easy access to the additional
tools and functionality they need when working with cases
Actions in Case Feed let support agents perform tasks like emailing customers writing case notes and
changing the status of a case Using Visualforce pages you can create custom actions that offer agents
more functionality For example you might create a Map and Local Search action that lets agents look up
the customers location and find nearby service centers
You can use any Visualforce page that uses the standard case controller as a custom action
Note If youve opted to use the advanced page layout editor to configure the publisher for a Case
Feed layout see Configure the Case Feed Publisher with the Enhanced Page Layout Editor for
instructions on adding actions
From the object management settings for cases go to Page Layouts
How you access the Case Feed Settings page depends on what kind of page layout youre working
with
For a layout in the Case Page Layouts section click Edit and then click Feed View in the page
layout editor
For a layout in the Page Layouts for Case Feed Users section click
and choose Edit feed
view This section appears only for organizations created before Spring
Click Add a Visualforce Page in the list of custom actions
Select the page you want to add as an action
Specify the height of the action in pixels
Click Save

Implementing Case Feed

Case Feed Upgrade Results

Case Feed Upgrade Results
When you enable Case Feed for your organization an upgrade process converts active cases to the new
interface and creates feed items for activity on those cases
During the upgrade process users wont notice anything different After the process is complete users
for whom youve enabled Case Feed see existing and new cases in the new interface while users without
Case Feed continue to see traditional cases
Heres what happens when cases are upgraded to the new interface
The most recent active cases in your organization are converted to the Case Feed interface How
long this takes varies depending on the number of cases being converted and the complexity of the
data they contain For example cases with multiple email messages or other attachments may take
longer to convert than other cases
Older cases are also upgraded if they have comments emails or logged calls that were added to the
case within the date range that applies to the original converted cases You can have up to
cases with current comments up to with current emails and up to with current logged calls
for a total of additional converted cases
The following items are added to the feed for each case
Up to email messages
Up to private and public comments These are converted from comments to Chatter posts
during the upgrade
Up to logged calls Some logged calls that were created before you upgraded to Case Feed
may appear in the feed as tasks
The Case Feed interface is enabled for all new cases giving users access to the publisher and feed
The Case Detail view becomes available and contains additional information about the case including
items that remain in their current related lists
Youll receive an email message once the upgrade process has finished

Best Practices
For the smoothest upgrade experience we recommend enabling Case Feed in a fullcopy sandbox
organization before you enable it in your production organization This helps you determine how long
the case conversion process takes and lets you review some sample cases in the new user interface
After you enable Case Feed in your production organization wait until the upgrade process has finished
to give users access We recommend first assigning Case Feed to a single user who can review some
of the converted cases to be sure the upgrade process was successful and then making it available
to other users

Use Case Feed in Salesforce Classic
Case Feed streamlines the way you create manage and view cases It includes case actions like creating
case notes logging calls changing the case status and communicating with customers in a Chatter feed
Case Feed displays important case events in chronological order so its easy to see the progress of each
case

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