Questions tagged [casefeed]
Represents a single feed item in the feed displayed on the detail page for a case record.
71
questions
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14 views
How to display the tabs “All Updates” “Call logs”, … on the case Chatter component on Case
I cannot manage to make the tabs "All Updates", "Call logs",... appear on the chatter component on the case page layout. How it looks on my org on Salescloud(sandbox):
On a ...
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16 views
CaseFeed EmailMessageEvent --> what is the email body?
Using the restapi, how can I get the email body of a casefeed emailmessageevent ?
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1answer
57 views
How to get access to attachments in Case Feed Item using Rest API
I'm doing sync with Salesforce. In my case I should sync both Case and CaseFeed items. When my CaseFeed items changed I get the notification from Salesforce and create/update the CaseFeed item in ...
1
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1answer
61 views
Integration for Cases and CaseFeed with external System [closed]
I have Salesforce system with clients data and Cases(client issues). I would like to extend some functionality of Salesforce and integrate the Cases with our external System. Since we need the Case ...
0
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1answer
188 views
Service Cloud - dealing with automatic/out-of-office replies for cases
We currently have cases auto-assigned to agents with queue-based routing, with customer replies to cases automatically reopening cases and putting them back in the original queue, so they get assigned ...
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0answers
11 views
message icon next to case on adding case comment
When a case has a new comment via the case Feed in Community , an icon is displayed on the header of the case record in Classic.
Is there any salesforce documentation for this behavior?
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16 views
Salesforce Lightning Actions in feed view not loading initially
My org is switching from Classic to Lightning, and I have noticed that the feed actions do not load the first action, but if you select any other action they will load and then going back to the first ...
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0answers
13 views
Is there a way to display only users in feed view?
I want only the users not community users or contacts to be displayed when I '@ mention'. I've found a workaround stating we can add validation by leveraging FeedItem trigger. But is there a way to ...
0
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1answer
105 views
Understanding CaseFeed
I'm trying to figure out how CaseFeed Objects work. In a Feed Object, there seems to be no reference to the Object it should reference to, like an email. How could i recreate a Casefeed by myself? Are ...
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14 views
Override feed-based Case Detail page - lost Email Publisher; retain all other Quick Actions
Classic
Case Page Layouts includes a Feed-Based Layout; running user has this layout assigned
Feed-based layout includes several Quick Actions in the Salesforce Classic Publisher : New Task, New Event,...
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14 views
Can't see Feed and Details tabs on Case read page even the Page layout is Feed-based and feed tracking is enabled for Case Object?
I switched to Salesforce classic and opened a Case but I'm unable to see the Feed and Details tabs ! The case page layout id feed-based and feed tracking is enabled on Case object !
I tried to clone ...
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154 views
Salesforce QuickActionsDefaultsHandler - how to make it do nothing when conditions are not met
I am hoping you could assist. I am currently trying to implement the QuickActionsDefaults handler in our Org so that the template and the Org-Wide email is automatically selected when a user clicks ...
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1answer
172 views
Why is CaseFeed.CreatedById Polymorphic?
A polymorphic lookup is, by definition, one where the SObjectType of the parent be multiple different values. That was the basis for how I compiled Polymorphic keys - definitive list?
However, a ...
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2answers
187 views
How to access Owner of Parent Record of FeedItem
I am trying to send emails to the owners of cases when people post to the case feed. Traversing up through parent records seems to have some strange functionality:
for(FeedItem FI : FeedItems ) {
...
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0answers
58 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
68 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 ...
0
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2answers
141 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
370 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
281 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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1answer
53 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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0answers
94 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
104 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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1answer
828 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 ...
0
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1answer
172 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
votes
1answer
743 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 ...
1
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1answer
3k 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 ...
0
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0answers
66 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 (...
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0answers
82 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
146 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 ...
0
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0answers
43 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 ...
0
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0answers
130 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
1k 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 ...
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1answer
773 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
398 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
23 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
81 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
votes
2answers
88 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
votes
1answer
696 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 ...
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vote
2answers
643 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
votes
1answer
3k 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
vote
1answer
781 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
votes
1answer
449 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
votes
1answer
78 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
votes
0answers
666 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
votes
1answer
2k 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
votes
1answer
288 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 ...
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vote
1answer
318 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 ...
8
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
693 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 ...
