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Argomenti#Case Feeds

#Case Feeds1 utente parla di questo argomento

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xingling zhang (Developer presso PIR) ha postato in MVP Office Hours (US)
4 nov 2020, 15:52

We are working on getting the case and case feeds (email, case comments and files)  from our partner's salesforce org to our salesforce org. We only need view permissions for those cases and case feeds. I explored Salesforce to Salesforce, but it doesn't seem meeting the requirements because of the limitations. First limitation is that the new case is created in the subscriber org with a new case number, second limitation is that the feeds are not able to share.  Can you advise what tool/approach would be the better approach to achieve our needs?

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Tobias Thiel (Lead Architect Salesforce presso KUKA AG) ha postato in * Customer Architect Community *
27 set 2018, 10:19

Hello all,

 

we recently introduced Service Cloud in Lightning with Case Feeds and agents love it for their daily work. However, this means not only discussions with colleagues but all case or work order related actions (email sendouts, call logs, status change, ...) create a chatter post in the background.

 

The complaint we receive from our users:

When you follow an agent, include him in a stream or go to his profile you see a post nearly every minute and the posts from email send outs often are very long including screenshots etc., which means:

 

1) the personal chatter feed of people that follow the agents becomes nearly useless as relevant posts and comments in groups or general discussions on cases are overseen because of the record related activities of their colleagues.

 

2) As the agents work nearly 100% of their time in the system, it is very easy for every user to track the daily work of other colleagues by simply going onto the profile or following a person which will lead to problems with the works council.

 

It would be still ok to get the whole case feed details for specific cases you follow but not simly by following a person.

 

Question:

Does anybody have ideas besides developing the whole chatter page from scratch or blocking the person follow function on the whole platform (which would affect more than 5.000 users)? I'm not aware of any configuration options.

 

Thanks

Tobias

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