Upgrade Case Feed

Remember cases in Salesforce Classic? Information looked a little spread out, and sometimes support agents had to toggle between details and the feed to collaborate on solving customer cases.

In Lightning Experience, the Service Console case feed fosters collaboration and welcomes many bakers in the bakery with these out-of-the-box treats.

• Cases display “feed first” so that agents can see more updates and activities up front (1).
• A preconfigured three-column layout puts case details, contact details, and related cases for the account alongside the feed for immediate access (2).
• Related lists and the Knowledge component are also alongside the feed so collaboration is always front and center (3).

Unlike other records in Lightning Experience, you don’t see the Activity or Chatter tabs. That information displays directly in the case feed to reduce clicks and encourage collaboration.

Based on customer feedback (perhaps from you again), case feed is automatically on in Lightning Experience. Unlike Salesforce Classic, there’s no need for you to enable case feed actions or feed items. There’s no need for you to create a permission set for case feed, and there’s no need for you to assign that permission set to anybody. Sounds great, right?

Moving case feed from Salesforce Classic to Lightning Experience is easy as pie, but there are a few things for you to do. In the next few topics, we show you what’s required.

Case feed in Lightning Experience has almost everything necessary for your support agents to easily collaborate on cases. It was designed to give your agents a superior work experience with few customizations needed. But to get started, you are required to add a few quick actions to the feed. Remember publisher actions? In Salesforce Classic, they’re the icons in a feed that help you do things like post a message, send email, log a call, or change the status on a case.

When you move to Service Cloud in Lightning Experience, you must re-create your favorite case feed publisher actions as quick actions. Why quick actions? Because quick actions appear on mobile devices, whereas standard case feed publisher actions don’t. And these days, who doesn’t want to check out cases on the go in the Salesforce mobile app?

Here’s the high-level process for re-creating case feed publisher actions as quick actions:

1. From the Object Manager in Setup, select Cases, and open the Buttons, Links, and Actions page.
2. Create a new action and define what it does.
3. Customize the action’s layout so that it displays necessary fields.
4. On the case page layout, drag the new action to the Salesforce Mobile and Lightning Experience Actions section.

One of the most popular publisher actions to create as a quick action for case feed is Email. True to its name, Email lets anyone else on your team send emails from case feed in both Lightning Experience and the Salesforce mobile app.

To get you comfortable with your move to Service Cloud in Lightning Experience, let’s re-create the Email case feed publisher action as a quick action. Once you’ve got the hang of this process, you can re-create other case feed publisher actions from Salesforce Classic.

1. In Lightning Experience, create the Email quick action.
   1. From Setup, click the Object Manager tab. Select Cases, and open the Buttons, Links, and Actions setup page.
   2. Click New Action.
      
   3. For Action Type, select Send Email.
   4. For Standard Label Type, select Email, and click Save.
      

   The email layout page opens, where you can specify the fields shown in the email action when a support agent selects it.

2. Arrange the email fields in the order that you want. When an agent selects the quick action, the email fields appear in this order.
   1. From the Email Message Fields menu, drag fields into the email layout. The To Address, From picklist, Subject, and Text Body fields are added by default.
      
   2. To make a field read-only or required, hover over the field and then click and specify the field properties; then click OK.
   3. Click Save.
3. To ensure that emails are associated with Salesforce records, create predefined field values for the To Recipients, CC Recipients, and BCC Recipients.
   

   Important

   In new orgs, when you enable Email-to-Case, we automatically configure the To Recipients predefined field value for you, so you can skip this step. But if your org was created before Winter ’18, or if you enabled Email-to-Case before Winter ’18, complete the following steps to create predefined field values, especially for To Recipients.

   1. In Predefined Field Values, click New.
      
   2. For Field Name, select one of the fields, such as To Recipients.
   3. Use the formula editor to associate the field with a Salesforce record using the JUNCTIONIDLIST function. For example, to associate To Recipients with the case’s contact record, enter JUNCTIONIDLIST(Case.ContactId).
      
   4. Click Save.
4. After you define the quick action, add it to the case page layout so it’s available for your team to use.
   1. From Setup, click the Object Manager tab. Select Cases, and open the Case Page Layouts setup page.
   2. Select the page layout that you want to add the action to, and click Edit.
   3. Click Mobile & Lightning Actions.
   4. Drag the Send Email action into the Salesforce Mobile and Lightning Experience Actions section, and place it where you want it to appear.
      
      

      Note

      Why are there three Email actions? Each is optimized for something different: Salesforce Classic, Global Email Actions, and Lightning Experience. You can hover your mouse over each to see the API, and you can read more in the Release Notes.

   5. Click Save.

Now when you go to a case’s feed in Lightning Experience, an Email quick action appears. You can follow a similar quick action creation process to move all your favorite publisher actions from Salesforce Classic to Lightning Experience.

As mentioned, when you move to Service Cloud in Lightning Experience, you must re-create your favorite case feed publisher actions as quick actions. Now that you’ve learned how to re-create the Email publisher action, try re-creating the Close Case publisher action on your own.

As you probably remember in Salesforce Classic, the Close Case publisher action lets your agents quickly close cases with the click of a button.

If you need help, check out the Resources section at the end of this unit.

As you move to Service Cloud in Lightning Experience, quick actions become a bigger part of your admin kitchen. As you’ve seen, you use quick actions to create or change publisher actions on the case feed. But quick actions go beyond the feed. They move into page layouts too.

When you design case pages in Lightning Experience, quick actions become as important as page layouts. Think of quick actions as an add-on to page layouts. Or think of quick actions as an extra layer of frosting on a cake. You can make a cake look great with one layer of frosting, but two layers of frosting make a cake look even better and give you more options to decorate.

We want you to think more about quick actions. In the next unit, you see how quick actions can help you change which fields and related records appear on cases, as well as their placement on cases.