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Use Feed Filters to Manage Your Feed

Learning Objectives

After completing this unit, you’ll be able to:
  • Describe how to use feed filters to manage the Case Feed.
  • Create custom feed filters.
  • Decide where to place feed filters on the case page layout.
  • Add standard and custom feed filters to page layouts.

Introduction to Feed Filters

Information overload can be a big problem that impacts agent productivity. Agents are constantly barraged with information from various sources, and on multiple cases, all at the same time. It’s a lot to keep track of! Case Feed centralizes and puts all this info into context, so you can see a chronological listing of all communications and actions pertaining to a case.

But what if you have a case with tons and tons of back-and-forth emails, phone calls, internal discussions, and more? How can you efficiently and quickly find the info you need without digging through every feed item?

It’s easy: you can apply feed filters to quickly sort through the feed and quickly find the info you want.

Standard Filters

Service Cloud comes with several standard feed filters that you can use to quickly sort through feed items. Standard feed filters let you sort the case feed so you see updates for only one type of feed item.

Let’s imagine you have a star support agent, Ke’ala, who has a very large case load. She uses feed filters to cut through information overload and find the info she needs now.

For example, Agent Ke’ala knows the customer emailed her the product’s serial number so she could look up the warranty, but there are dozens of items in the Case Feed. So Agent Ke’ala applies the email feed filter. Ta-da!

The case feed now shows only email feed items and hides all feed items that aren’t emails. Agent Ke’ala quickly scans the emails and finds the serial number. Now she can get back to solving the case as quickly and painlessly as possible!

Standard feed filters include:
  • All Updates
  • Call Logs
  • Case Notes
  • Emails
  • Status Changes
  • Tasks and Events
  • Community Answers
  • Live Chat Transcripts

See Using Feed Filters in Case Feed to read more about feed filters.

Custom Filters

Why would you use a custom feed filter when you’ve got all these nice standard ones already? Well, first of all, Salesforce admins are incredibly inventive and creative in how they customize and tweak Salesforce to optimize it for their business needs! Besides, you might need more complex filters than the standard ones supply.

For example, you can create custom feed filters that combine different types of feed items. A typical use case is creating a “Customer Interactions” custom filter that shows Emails and Call Log feed items, but nothing else.

Adding Standard Feed Filters to the Case Layout Page

Standard feed filters are standing by, ready for you on feed-based page layouts! You just have to add the filters that would be most useful to the case layout page.

Deciding Where to Place Filters on the Case Layout Page

As an admin, you’ve got a lot of power over which feed filters agents have, and how the feed filters appear on the page.

Think about what would be most helpful for you and the other support agents in your company. You might want to consider what features you are using and what else is already on the page.

You can decide how and where to put the feed filters, including:
As a fixed list in the left column
This option keeps the filter list in the same spot. The filter is no longer visible when users scroll down the page. To apply the filter, agents select a filter from the list.
Fixed left feed filter
As a floating list in the left column
With this option, the feed filters list remains visible as users scroll down the page. The floating list can be useful with long feeds, as it lets agents quickly filter case activities from anywhere on the page, without having to scroll to the top. To apply the filter, agents select a filter from the list.
As a drop-down list in the center column
This option displays the filter as a collapsible drop-down menu. To apply the filter, agents open the menu and select the filter.
Center dropdown feed filter
As in-line links in the compact feed view
This option is available only for compact feed view. To apply the filter, agents click the filter link.
Inline feed filter

Adding Filters to the Case Layout Page

To add a standard feed filter to your case layout page:
  1. From Setup, enter Cases in the Quick Find box, then select Page Layouts.
  2. Click Edit next to the case page layout that you want to add feed filters to.
  3. Click Feed View. (Hint: It’s in the top right menu.)
    Feed view button on case layout
  4. Scroll down to Feed Filter Options. Where it says Select Filters, you’ll see two lists: Available and Selected.
  5. Select a feed filter from the Available list and use the right arrow to move it to the Selected list. You can change the order of filters using the up and down arrows.
    Feed filters available and selected
  6. Click Save.

Creating Your Own Custom Feed Filters

When you create a custom feed filter, you need to complete two high-level steps. Don’t worry, it’s pretty straightforward. First, you’ll define the feed filter, selecting which feed items are shown when a support agent applies a filter. Second, you’ll add the custom feed filter to the case layout page, so it’s available for use.

Define the Filter

First, let’s define a feed filter.

  1. From Setup, enter Cases in the Quick Find box, then select Feed Filters.
  2. Click New.
  3. In the Feed Filter Information section, enter the filter label, name, and description.
  4. In the Feed Filter Criteria section, define how to populate this filter. You can create more refined filters using the OR function.
    Field Description Example
    Feed Item Type Specifies the feed type to include in the filter. If you select the Created Record feed item type, the filter shows updates (aka feed items) about new records.

    If you select the Email feed item type, the filter shows feed items about emails, such as emails the customer has sent the agent and emails that the agent has sent the customer.

    Related Object Specifies the object associated with the selected feed item. The list includes all objects related to the Case object. If you select Created Record as the feed item type, you could select Cases as the related object. This filter shows new cases.

    If you select Emails as the feed item type, you could select Cases as the related object. This filter shows emails associated with this case.

    Visibility Specifies whether to include a feed item in the filter based on the feed item’s visibility.

    Your visibility options are All Users or Internal Users. All Users includes both internal users, such as fellow agents, and external users, such as customers.

    Sometimes, the visibility of a feed item is predetermined by the system.

    If you select Case Comment Feed as the feed item type and Internal Users as the visibility, the feed filter shows case comments made by internal users, such as other support agents. For example, you can’t create a feed filter where Email is the feed item type and Visibility is Internal Users. By its nature, an email record is visible to external users (i.e., customers or partners) and internal users (i.e., support agents).
  5. Click Save.
  6. After defining your custom feed filters, add the filters to the list of selected filters in the Feed Filter Options section of the page layout’s Feed View settings.

Adding Custom Feed Filters to the Case Layout Page

Adding a custom feed filter to the case layout page is the same as adding a standard feed filter to the case layout page. Been there, done that! But if you’d like to retrace your steps, mosey on back to the Adding Feed Filters to the Case Layout Page section.

Resources

Note

Note

Remember, this module is meant for Salesforce Classic. When you launch your hands-on org, switch to Salesforce Classic to complete this challenge.