Case Feed gives you a new way to create, manage, and view your organization’s cases. Use this tip sheet to implement Case Feed, understand the impact of upgrading cases to the new interface, and get an overview of its features. Set Up Cases for Salesforce Classic Follow these high-level steps to set up Case Feed in Salesforce Classic.
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What is case feed in Salesforce lightning?
The Case Feed component shows a Chatter feed of all case interactions, including Chatter posts, case emails, questions related to the case, and attachments.
What does case mean in Salesforce?
a customer’s question, feedback, or issueA case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand.
What is account feed in Salesforce?
Feed tracking detects changes to tracked record fields and posts them as updates in the What I Follow feed. Users who follow a record, see those updates in their view of What I Follow, with one exception. Updates users make themselves aren’t posted to What I Follow. Users can see those updates in their profile feeds.
How do I add an Email to a case feed in Salesforce?
From Setup, click the Object Manager tab. Select Cases, and open the Buttons, Links, and Actions setup page. Click New Action. For Action Type, select Send Email.
What are case types in Salesforce?
Salesforce offers a number of features that allow you to connect different channels for customers to submit requests that will appear in your Salesforce org as Cases: web, email, messaging, phone, chat, and social media.
What is Apex in Salesforce?
Apex enables developers to access the Salesforce platform back-end database and client-server interfaces to create third-party SaaS applications. Apex includes an application programming interface (API) that Salesforce developers can use to access user data on the platform.
What is record feed in Salesforce?
Record feeds allow you to track information for records you have access to. On the record detail page, click Show Feed to display the record feed above the account details. Note Access is all-important.
How do I enable case feed in Salesforce?
Enable Case Feed Actions and Feed ItemsFrom Setup, enter Support Settings in the Quick Find box, then select Support Settings.Click Edit.Select Enable Case Feed Actions and Feed Items .Click Save.
What is Chatter Salesforce?
Chatter is an enterprise collaboration platform from Salesforce, a cloud-based customer relationship management (CRM) vendor. Chatter can be used as a company Intranet or employee directory.
How many emails can be in a Salesforce case?
On-Demand Email-to-Case: Maximum Email Attachment Size is 10 MB. On-Demand Email-to-Case & Email Services: Maximum Number of Email Messages Processed is : Number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000. For Email Services maximum size of email can be 25MB (Body and Attachment)
What is email-to-case Salesforce?
Email-to-case feature in Salesforce enables you to convert the emails received at your support email address into cases. You can then inject these emails-turned-cases in your organization’s customer support queue and follow a systematic approach to track & resolve it.
What is mean by email-to-case in Salesforce?
Email-to-Case’s on-demand service keeps email traffic outside your network’s firewall and refuses emails larger than 25 MB. You can specify how Salesforce handles incoming emails that come from unauthorized senders or exceed your org’s daily processing limits. A simple guided flow walks you through setup.
What is case feed?
Essentially, Case Feed is a new look and feel to the standard Case page layout. It is considerably different than anything else within salesforce and it’s primary purpose is to increase agent efficiency by presenting information faster and by allowing agents to action the Case with less clicks and steps.
What is draft email?
The draft email is tied to the case, so as soon as the agent goes back to the case, the draft is waiting for them to continue. In addition, the drafts can use the approvals engine to route the draft to a manager for approval prior to sending. Once approved, the email is automatically sent.
What is a bundle post in Salesforce?
Bundled posts contain feed-tracked changes and are in record feeds only. To give customers a clean, organized feed, Salesforce aggregates feed-track ed changes into a bundle. To see individual feed elements, click the bundle.
What are capabilities in feed elements?
Capabilities. As part of the effort to diversify the feed, pieces of functionality found in feed elements have been broken out into capabilities. Capabilities provide a consistent way to interact with the feed. Don’t inspect the feed element type to determine which functionality is available for a feed element.
How to get feed elements from filters?
To get the feed elements from the filters feed, specify a keyPrefix. The keyPrefix indicates the object type and is the first three characters of the object ID. The subjectId must be the ID of the context user or the alias me. To get the feed elements from these feed types, specify a subject ID.
What does a feed element depend on?
The feed elements a user sees depend on how the administrator has configured feed tracking, sharing rules, and field-level security. For example, if a user doesn’t have access to a record, they don’t see updates for that record. If a user can see the parent of the feed element, the user can see the feed element.
What is moderation feed?
Moderation — Contains all feed items that are flagged for moderation, except direct messages. The moderation feed is available only to users with Moderate Experiences Feeds permissions.
What is the simplest way to post feed items?
The postFeedElement methods are the simplest, most efficient way to post feed items because, unlike the postFeedItem methods, they don’t require you to pass a feed type. Feed items are the only feed element type you can post.
What is chatter feed?
The Chatter feed is a container of feed elements. The abstract class ConnectApi.FeedElement is a parent class to the ConnectApi.FeedItem class, representing feed posts, and the ConnectApi.GenericFeedElement class, representing bundles and recommendations in the feed.
What is case feed?
Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creatingcase notes, logging calls, changing the case status, and communicating with customers in a Chatter feed.Case Feed displays important case events in chronological order, so it’s easy to see the progress of eachcase.
What is draft email in Salesforce?
Draft emails let support agents who use the case feed write and save messages without having to sendthem immediately. In Salesforce Classic, this option makes it possible to implement approval processesso messages can be reviewed by supervisors or senior agents before they’re sent to customers.
What is feed view page layout?
Feed view page layouts determine which actions, fields, and tools users see when they’re working withcases in Case Feed. You can create different layouts and assign them to different user profiles. For example,you might have one layout for agents and another for supervisors.
Can you use Casefeed Community Action?
If your organization uses a portal or community, support agents can use the Community action in CaseFeed to respond to customers. Enabling portal reply email notifications gives agents access to the SendEmail option in the Community action.
