Customizing Case Feed with Code

Introduction
Customizing the Layout and Appearance of Case Feed
Customizing the Email Action
Customizing the Portal Action
Customizing the Log a Call Action
Customizing the Articles Tool
Replicating a Standard Case Feed Page
Create Custom Actions
Creating Custom Console Components That Interact with Case Feed
Learning More
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Customizing the Log a Call Action

The Log a Call action lets support agents record notes and information about customer calls. With the apex:logCallPublisher, you can:
  • Customize the appearance and dimensions of the Log a Call action.
  • Specify which fields are displayed in the action.
  • Define the visibility and label of the submit button.
  • Define onSubmit functionality.

apex:logCallPublisher Attributes

Attribute Name Attribute Type Description Required? API Version Access
autoCollapseBody Boolean A Boolean value that specifies whether the Log a Call body is collapsed when it is empty. 25.0
entityId id Entity ID of the record for which to display the Log a Call action. In the current version, only Case record ids are supported. Yes 25.0
id String An identifier that allows the component to be referenced by other components on the page. 25.0 Global
logCallBody String The initial text value of the Log a Call body when the action is rendered. 25.0
logCallBodyHeight String The height of the Log a Call body in em. 25.0
onSubmitFailure String The JavaScript invoked if the call is not successfully logged. 25.0
onSubmitSuccess String The JavaScript invoked if the call is successfully logged. 25.0
rendered Boolean A Boolean value that specifies whether the component is rendered on the page. If not specified, this value defaults to true. 25.0 Global
reRender Object The ID of one or more components that are redrawn when the call is successfully logged. This value can be a single ID, a comma-separated list of IDs, or a merge field expression for a list or collection of IDs. 25.0
showAdditionalFields Boolean A Boolean value that specifies whether the additional fields defined in the action layout should be displayed. 25.0
showSubmitButton Boolean A Boolean value that specifies whether the submit button should be displayed. 25.0
submitButtonName String The name of the submit button in the Log a Call action. 25.0
submitFunctionName String The name of a function that can be called from JavaScript to publish the call log. 25.0
title String The title displayed in the Log a Call action header. 25.0
width String The width of the action in pixels (px) or percentage (%). 25.0

Use Case

Stellar Wireless is a mobile phone provider with several high-volume call centers, where agents are rewarded both for solving customers’ issues quickly and for keeping detailed, accurate records of customer interactions. Stellar wanted to customize the Log a Call action so it was open and available to agents at all times, even when they were working with another action, giving them a quick and easy way of taking notes about incoming calls.

Stellar used the apex:logCallPublisher component to create a Log a Call action that:
  • Appears in the footer of the page, replacing the standard interaction log.
  • Is open and available by default each time a support agent opens a case.
Case Feed Log a Call publisher example

Code Sample

1<apex:page standardController="Case">
2  <apex:logCallPublisher entityId="{!case.id}" 
3      width="100%"
4      title="Log a Call"
5      autoCollapseBody="false"
6      showAdditionalFields="false" 
7      submitButtonName="Save Log" />
8</apex:page>
After you create a Visualforce page with this code, follow these steps to use the Log a Call action you create as a replacement for the standard interaction log:
  1. From the object management settings for cases, go to Page Layouts.
  2. Select the layout you’re using from the Page Layouts for Case Feed Users list, and then select Edit detail view.
  3. Click the Custom Console Components link at the top of the page.
  4. In the Subtab Components section, use the lookup to select the page you created as the component to use for the bottom sidebar.
  5. Specify the height of the action.
  6. Click Save.
  7. In the page layout editor, click Layout Properties.
  8. Uncheck Interaction Log.
  9. Click OK.
  10. Click Save.