What is Salesforce case feed?
Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed.
How do I enable feeds in Salesforce?
Enable and Customize Feed Tracking
- From Setup, enter Feed Tracking in the Quick Find box, then select Feed Tracking.
- From the list of objects, select Contact (1).
- Select Enable Feed Tracking (2).
- Select up to 20 fields (3).
- Click Save.
How do I add Chatter to my case?
- Click Tab.
- Click Add Tab.
- Select Chatter.
- Click Done.
How is case feed used to resolve cases?
Your coworker talks to her on the phone, jotting notes in the Log a Call action in the case feed. When the call’s over, your fellow agent already has a record of the phone call and the pertinent information.
What happens when you enable case feed in Salesforce document?
(From Salesforce document) During the upgrade process, users won’t notice anything different. After the process is complete, users for whom you’ve enabled Case Feed see existing and new cases in the new interface, while users without Case Feed continue to see traditional cases.
Can a customer support agent post to a case feed?
A support agent can post to the customer’s Facebook from Case Feed. Luckily, customer support agents don’t work in a hermetically sealed vacuum. If you need help, or you work in a case team, you can discuss the case via the case feed. A fellow agent can share advice or point you to a solution.
Do you need to enable case feed in Lightning?
Based on customer feedback (perhaps from you again), case feed is automatically on in Lightning Experience. Unlike Salesforce Classic, there’s no need for you to enable case feed actions or feed items.