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Questions tagged [casefeed]

Represents a single feed item in the feed displayed on the detail page for a case record.

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23 views

Email Message on Case Feed - Is it Possible To Show the “From” Address Not the “To”

We are using Service Console with Feed Enabled Layouts on Cases. We are using a programmatic solution to consume Email replies to existing Cases and save the Email on the Case. In the Case Feed an ...
2
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1answer
22 views

How to link to SObject within Case Feed in console-friendly fashion?

I have a requirement to add a link from one case to another within the case feed. This will happen from a future method called from trigger context, so it should be bulk safe. For this reason, I'd ...
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2answers
36 views

How to add new picklist values in Feed Item Type, so that they can be available in Feed Filter Criteria during feed filter creation

I wanted to create a Feed Filter which can display only Tracked changes.But Tracked Change is not available in Feed Filter criteria. Is there any way to add that value under Feed Item Type.
2
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1answer
29 views

What populates “Text Posts” in the Lightning Case Chatter Feed?

I noticed a "Text Posts" subtab in the Case Chatter standard component, and wanted to populate it with our SMS tasks. Questions: Does anyone know where this Text Posts subtab is pulling its data ...
2
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1answer
27 views

How to track deletion of Files (Content Documents) in Case Feed?

Customer is using Email2Case, configured to store email attachments as Files (Content Document/Version/Link). They specifically will allow agents to delete these files, as they get many unneeded ...
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12 views

Can 'Detach from case' link in case feed hidden?

I want to hide 'Detach from case' from case feed. Since this a standard layout I couldn't hide it using code. Is there a profile permission to hide it?
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1answer
23 views

I want cases in status “Scanned” for 24 hours to be escalated to supervisors, so that they're aware that action needs to take place [closed]

Given a Case is in an “scanned” status, WHEN the age of the Case exceeds 24 hours, Then a Chatter notification is issued to user’s in the Role. I was using Case escalation rule by setting the hours ...
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10 views

Send Marketing Cloud Email from Service Cloud Feed Action

we currently have agents working in the Service Cloud using Quick-Texts etc. We would like to include the texts created here in a Marketing Cloud mail due to the better layout and central send-out of ...
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0answers
26 views

Case feed is not displaying as rich html format in classic?

Case feeds in lightning view is not displaying properly styles,links,images,etc.. are missing from the case feed. how to fix this issue?
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2answers
31 views

Delete caseFeed when email message is deleted

I would like to Delete casefeed whenever a email message is deleted. Current if I delete email message the mail record is getting deleted but still the case feed displaying in casefeed. (I Dont want ...
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0answers
16 views

Two email message records are creating?

When I send mail from salesforce two email message records are creating, But I am sending one mail only not sure what is the problem please help. Update It is happening only if i send mail to email-...
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0answers
25 views

How to add custom Action on case feed only for emails?

I need a custom Action/ Button in case feed but the custom action should display only for emails and not for others task or commends. I dont have any idea about how to achive this please advice. ...
1
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1answer
122 views

How to get Task to appear in Case Feed

When I do to Log a Call on a Case it creates a Task record in the Case activity timeline and a entry in the Case feed. But when I create a Task record against a Case using Apex, but it's not ...
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0answers
190 views

Prevent Emails appearing in Community Case Chatter Feed

The main issue we see old Case Emails in the Case Feed within the community. We can only remove with Classic Case Feed Filter Primarily the Salesforce documentation does not match what we are seeing. ...
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0answers
46 views

How to add a new tab to Case Activity tabs

In the detail page for a Case in Salesforce, there are tabs for activity feeds. In the screenshot below, they are All Updates, Call Logs, Text Posts and Status Changes. (in the mid-centre of the ...
4
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1answer
153 views

How can I make calls related to a case display in its Chatter feed?

I am using the Service Console in Lightning Experience, and using the Chatter Feed component on the Case layout to display updates to the Case. If I use the "Log a Call" Quick Action from the Chatter ...
0
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1answer
938 views

Why are Lightning Actions for Case Object showing in Feed?

I'm trying to create a button for a case detail page. However I can't get anything to show in the highlights panel at the top. I've created a new page layout for Case that isn't feed tracked but it ...
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0answers
25 views

Unable to update case via quick actions

in my sandbox, I have a custom profile based on sales standard. I can update case records via the detail page (even when I'm not the owner of the record). However, when I try to update such record (...
1
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0answers
49 views

How to add alias / display name along with email address in Specify From Address(es) at case layout?

I was able to add email addresses in case layout to default 'From' address when sending an email from Case Quick Action But how to add alias in each email address? Or is it possible to fill 'Specify ...
0
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1answer
32 views

Email Segmentation in Service Console

Agents in our Service Console are experiencing productivity issues due to the appending of emails in all blocks throughout the conversation. For example: Each block should contain one and only one ...
0
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0answers
125 views

How to add custom button to Case Feed

I want to add custom button to Case Feed as shown below. On click of this button, I want to show a popup(visualforce page) with translated email content. Basically Agent should be able to see email ...
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0answers
32 views

Unable to access quick text when logged in as another user of same profile

Quick text is enabled in our org and the OWD is public Read/Write. I have 2 users of system admin profile say user1 and user2. User1 have created 2 quick text records. These 2 records are not ...
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0answers
92 views

Not getting Debug log of my apex class which is using QuickActionDefaultsHandler interface

I am trying to set default 'From' in Send email option in case feed. for this i am using below code but it seems not be running and i am not getting and debug log. NOTE: in support setting i have ...
0
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1answer
928 views

Case comments and case custom buttons in the Lightning environment

I have a requirement where I want to enable case comments in the Lightning environment along with the custom buttons on the case. I have created a lightning quick-action for the custom button. My ...
1
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1answer
502 views

Feed Attachment to Content Version - Retrieve ContentVersion.PathOnClient

I'm attempting to pull case feeds with their associated attachment's meta-data. What I'd like to do is pull feed attachment data like I am in the attached query, however I'd like to add another field ...
0
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1answer
327 views

Unknown Component: apex:emailPublisher

I'm trying to write a simple VF page using below code: <apex:page standardController="Case" > <apex:emailPublisher entityId="{!case.id}" toAddresses="{!case....
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0answers
19 views

What is the best way to set email template on Case based on the Article attached to the Case without using the QuickActionDefaultHandler?

I am not sure of any way to set a default email template based on the Knowledge Article attached to the Case. The current approach has been to add fields on the Article to reference which email ...
0
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1answer
56 views

SOAP API - Post Call Log into chatter

Is there any way to publish CallLog object into chatter feed (for case object) ? I read about CaseFeed object but it's read-only. I'm using developer version with cloud service.
2
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2answers
75 views

How can I have the addressing section of Case email open by default?

When I send an email from the Case Feed, it opens with the addressing section collapsed and defaults to the Contact email address. I would like the section to be visible by default so the user doesn't ...
0
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1answer
522 views

Help with setting Email TO address in customized Email Publisher Quick Action

I have a running implementation of a customized Email Publisher in the Case Feed, which implement QuickActionDefaultHandler to pre-populate Email Templates based on my Cases Record Type. Below is the ...
1
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2answers
448 views

Is it possible to create case feed filters in Napili Communities template

We'd like to hide certain fields from appearing in the community case feed. For example, when the case status changes it posts to the feed. Also, you'll see the note of when the case is created. The ...
0
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1answer
2k views

Case feed option is not displayed in case page layout

I am working on trail head modules for case feed. As part of the module, the last unit is to add the feed view to the case page layout. When i am trying to edit the page layout of case, i find that ...
1
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1answer
464 views

How to display a image in case feed?

I have a custom object named 'comments' with which i made a 'action'.it is having a trigger handler class public void onAfterInsert(Comments__c[] newComments){ if(newComments.size()>0){ ...
0
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1answer
400 views

Publisher actions not available in case feed for service console

I am using the case feed in service console and only have 2 publisher actions available. When I configure the "Feed View" of this page layout, all of the options are there but the publisher actions ...
0
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1answer
41 views

Is it possible to change the FeedItem actor from active user to name of flow?

Currently we have tracking turned on for our cases. The Case Feed is tracking account, status, contact, and other such fields. However, the actor of every feed item is always set to the current user....
2
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0answers
455 views

Autopopulate CC Field in Case Email Feed Action Based On Earlier Email's Recipients

My users often receive emails (via Email-To-Case) which have additional recipients CC'd on them. But when the user responds to the email, from the standard (not custom) Case Feed Email Action, the CC ...
2
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1answer
851 views

How is the “From” field populated in the Case Feed Email (Answer Customer) Publisher?

We are using Case Feed and Email To Case. I am trying to figure out what the default value of 'From' is, it seems to be different from Case to Case.
8
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1answer
220 views

Automatically expand publisher when directed to Case Feed from VF page

We are currently sending users to a case page after they click "next" on a VisualForce page. The case opens up in the feed, assuming that the user's page layout is feed-based. By default, the ...
1
vote
1answer
289 views

Case Articles Tool in the Sidebar of Case Feed Page Layout

I have created a visualforce page (code given below) to show articles related to Case and keyword search for articles. This component is displayed as a sidebar in the case feed page layout. The ...
6
votes
2answers
2k views

Test Class for QuickAction.QuickActionDefaultsHandler

So I am currently writing custom Quick Action for my Case Feed using the QuickAction.QuickActionDefaultsHandler interface (The code is in this question I also asked). I was looking for a proper way ...
1
vote
1answer
604 views

Merge Fields and Template Defaults with QuickAction.QuickActionDefaultsHandler

I am currently trying to implement a default action for the E-mail button on my Case Feed. I am using the QuickAction.QuickActionDefaultsHandler to set my default actions, using the little bit of ...
1
vote
1answer
1k views

Custom Quick Action of type 'Send Email' is not shown on a case record

I have created a Custom Quick Action of type 'Send Email' on Case object. (See attached image below). I have put it on the Case layout and somehow I don't see it on the Case record. Only the standard ...
0
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1answer
41 views

Redirect User to Case Detail from a different New Case screen

This might not be possible. But we want to use a New Case layout that has just a few fields on it (Account, Contact, Case Status, Subject and Description), then redirect to a Case Detail layout that ...
2
votes
0answers
158 views

Expand Community action in the case feed

I have a question regarding the case feed in the console. In a few weeks we will launch our customer community. For that we would like to provide some quick text templates for our engineers to use. ...
2
votes
2answers
400 views

Can't add ContentPost type FeedItems on cases from customer community user

I'm trying to let Customer Community users upload and retrieve files on cases. I've done this using Chatter Files before, on a custom object that had it's sharing set to private (because it was a in a ...
0
votes
1answer
30 views

Access CaseFeed as a Chatter free License User

I insert comment on CaseFeed logged in as a System admin Profile. I have Chatter Free License User. I want those comments can alse visible to Chatter free license user and can able to Comment on those ...
1
vote
1answer
35 views

case should be opened under that contact

I am a bit new in salesforce so I am sorry If the question is silly. I want to make a rule that if I have a new case opened by an address that already belongs to a contact in the system , the case ...
1
vote
2answers
246 views

Set activity “Type” upon a quick Action on Case

On Case Feed Layout, there are couple of QuickActions - such as "Email", Log-a-call, Log an Activity. When i send an email (or log a call, or log an activity) using these actions, i can see it ...
2
votes
0answers
626 views

Cannot hide “Attach to Case” action in Article Case Feed tool

In the console, the articles displayed in Articles Case Feed tool has two actions, "Email article as a PDF" and "Attach to Case". I can control the "Email article as a PDF" action by selecting/...
3
votes
1answer
114 views

Case Customer does not want to be contact by email - Email publisher warning

I just came across this stange warning in the Service Cloud Console. When I try to send an email to a customer from the case feed email publisher I get following warning: It's not affected by the ...