|Available in: Enterprise, Performance, Unlimited, and Developer Editions|
Case Feed gives support agents a more streamlined way of creating, managing, and viewing cases. It includes actions and a Chatter feed. The actions let agents create case notes, log calls, change the status of cases, and communicate with customers. The feed displays important case events in chronological order, so it’s easy to see the progress of each case.
The standard Case Feed page is designed for organizations that want to take advantage of feed-based case management quickly and with minimal configuration. You can modify the Case Feed page in a few ways, including specifying which actions and tools are available to users. Sometimes organizations with complex or unusual case management needs need to customize the Case Feed page more.
This guide is for developers who are responsible for customizing Case Feed according to their company’s needs. It includes several use cases and examples to help you create a unique Case Feed page.
Before customizing Case Feed in the Salesforce console, make sure:
Lookup field filters aren’t supported on any of the Case Feed Visualforce components.
Generally, when you create a custom Case Feed page using Visualforce, it’s not possible to assign that page only to certain users while allowing other users to see the standard Case Feed page. However, with the support:CaseFeed component, you can create a page that replicates the standard Case Feed page, assign that page to certain users, and then create a custom page to assign to a different set of users. See Replicating a Standard Case Feed Page for more information.
There are five Case Feed Visualforce components:
|Component Name||Description||Use It To...|
|apex:emailPublisher||Displays and controls the appearance and functionality of the Case Feed Email action.|
|apex:logCallPublisher||Displays and controls the appearance and functionality of the Case Feed Log a Call action.||
|support:caseArticles||Displays and controls the appearance and functionality of the Articles tool for cases.||
|support:CaseFeed||Replicates the standard Case Feed page, including all standard actions, links, and buttons.||
|support:portalPublisher||Displays and controls the appearance and functionality of the Case Feed Portal action.||
In addition, the chatter:feed component has two attributes related to Case Feed: feedItemType, which lets you specify how feed items are filtered, and showPublisher, which lets you display the Chatter publisher on a page.
Finally, you can also create Visualforce pages to use as custom actions in Case Feed and can use the publisher.selectAction, publisher.setActionInputValues, invokeAction, and customActionMessage events to create interactions between custom Salesforce console components and Case Feed actions.
The following chapters offer detailed information on each of these components and customization options.