How to change field level security to allow user to edit Contact Phone in Case Feed layout?

Question

In the case feed layout, users (including System Admin) currently cannot edit the Contact Phone field (however, it is currently editable within the contact itself). I would like to configure it so that my Service Agents can edit the contact phone directly in the case feed layout. I have determined it has something to do with field level security but I don't know how to change this field to be editable. Thank you for your help!

Amnon Kruvi · Answer

Hi Erin,    This isn't to do with layout or field security: the contact phone field is read only, as mentioned in the documentation ( https://help.salesforce.com/articleView?id=sf.cases_fields.htm&type=5&sfdcIFrameOrigin=null ). To change it, you need to change the phone number of the associated contact, which you can't do by default from the case record.

How to change field level security to allow user to edit Contact Phone in Case Feed layout?

Data Management

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