Case Feed is a powerful feature in Salesforce Service Cloud that provides service agents with a streamlined, intuitive interface for managing customer cases. It displays case information in a chronological, feed-based layout similar to social media platforms, making it easier for agents to track al…Case Feed is a powerful feature in Salesforce Service Cloud that provides service agents with a streamlined, intuitive interface for managing customer cases. It displays case information in a chronological, feed-based layout similar to social media platforms, making it easier for agents to track all interactions and activities related to a case.
The Case Feed interface consolidates all case-related information into a single view, including emails, calls, internal notes, status changes, and field updates. This unified timeline helps agents quickly understand the complete history of a customer issue and respond more effectively.
Key components of Case Feed include:
1. Publisher Actions: Quick action buttons at the top allow agents to perform common tasks like sending emails, logging calls, changing case status, or adding internal notes with minimal clicks.
2. Feed Filters: Agents can filter the feed to show specific types of activities, such as only emails or only internal posts, helping them focus on relevant information.
3. Compact Feed View: Provides a condensed view of activities, allowing agents to see more items at once while still accessing full details when needed.
4. Highlights Panel: Displays the most important case fields at the top of the page for quick reference, which administrators can customize based on business needs.
5. Related Lists: Additional case information like attachments, contact details, and related records remain accessible alongside the feed.
Administrators can configure Case Feed by customizing which actions appear in the publisher, modifying the highlights panel fields, and setting up feed tracking for specific fields. This customization ensures agents see the most relevant information for their workflow.
Case Feed is available in both Salesforce Classic and Lightning Experience, though the Lightning version offers enhanced functionality and a more modern interface. It significantly improves agent productivity by reducing the time needed to navigate between different case-related pages and information sources.
Case Feed: Complete Guide for Salesforce Administrator Exam
What is Case Feed?
Case Feed is a Salesforce feature that provides support agents with a streamlined, Chatter-like interface for managing and resolving customer cases. It displays a chronological timeline of all activities, interactions, and updates related to a case in a single, consolidated view.
Why Case Feed is Important
Case Feed is critical for service organizations because it:
• Improves agent productivity - Agents can see all case history at a glance • Enhances collaboration - Teams can communicate and share information within the case record • Reduces resolution time - Quick access to relevant information speeds up case handling • Provides context - New agents can understand case history when cases are transferred • Supports multiple channels - Email, calls, social posts, and internal notes appear in one timeline
How Case Feed Works
Case Feed consists of several key components:
1. Feed Items The feed displays various types of items including: • Emails sent and received • Call logs • Chatter posts and comments • Case status changes • Field updates • Portal communications • Milestones and SLA information
2. Publisher Actions The publisher allows agents to perform quick actions such as: • Send emails to customers • Log calls • Change case status • Post to Chatter • Create related records
3. Feed Filters Agents can filter the feed to show specific types of activities, making it easier to find relevant information.
4. Highlights Panel Located at the top of the page, this panel displays key case information like status, priority, and contact details.
5. Related Lists Additional case information such as attachments, related cases, and solutions appear in related lists.
Configuring Case Feed
Administrators can customize Case Feed by: • Creating custom feed layouts for different support processes • Adding or removing feed filters • Configuring publisher actions and their order • Setting up the highlights panel fields • Creating custom feed item components • Assigning different layouts to different profiles or record types
Case Feed vs. Case Detail Page
The Case Feed layout is the default for Lightning Experience. It differs from the traditional Case Detail page by providing a timeline-based view rather than a static record view. Both views show the same underlying data but present it differently.
Exam Tips: Answering Questions on Case Feed
Key Concepts to Remember:
• Case Feed is enabled by default in Lightning Experience • Feed layouts are assigned at the profile level • Publisher actions can be customized per record type • Email-to-Case emails appear as feed items when configured properly • Case comments appear in the feed timeline
Common Exam Scenarios:
1. Layout Configuration Questions - Know that Feed-Based Layouts are separate from standard page layouts and are managed in Setup under Case Feed settings
2. Publisher Action Questions - Remember that actions like Email, Log a Call, and Change Status are standard publisher actions that can be added or removed
3. Visibility Questions - Understand which feed items are visible to portal users versus internal agents
4. Filter Questions - Know the standard filters available: All Updates, Internal Comments, Status Changes, and custom filters
Watch Out For:
• Questions asking about differences between Classic and Lightning Case Feed implementations • Scenarios involving multiple record types with different feed requirements • Questions about compact layouts versus highlights panel • Permission requirements for viewing and editing feed items
Best Practice: When answering scenario-based questions, consider the agent experience and what configuration would provide the most efficient workflow for case resolution.