Questions tagged [casefeed]

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

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10 views

Does / will Slack posts appear in a case feed like chatter posts do?

The good thing (for us) about chatter, is that chat posts appear as a feed item with a time stamp in the case feed. For many reasons we would like to migrate from chatter to Slack. BUT Will a slack ...
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17 views

I want to filter/check if feedItem/comments exist for a specific feedtype

When two users of same type open message window at same time and summited at different time, system creates two different threads of same type. But they are supposed to be in one thread. Scenario is I ...
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1answer
66 views

How to use 'customFilter' in Record Feed Elements Rest callout?

I am trying to query feed-elements via Rest API from the workbench. API ref /services/data/v51.0/chatter/feeds/record/5001x00000CA8IGAA1/feed-elements?customFilter=CustomFeed I am getting this error. ...
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34 views

Do Cases FeedItem (Ex. TextPost, Activities) count against Salesforce storage limit?

Chatter Feed is not counted against the Storage limit but Tasks are counted. So I am confused about whether Cases FeedItem (Ex. TextPost, Activities) count against Salesforce storage limit or not. If ...
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21 views

Case Feed query does not contain some of Activities types

When I am querying CaseFeed information regarding certain Case record, output is not complete. It contains ChangeStatusPost, CreateRecordEvent feed types, but it does not contain for example Call Log, ...
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113 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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38 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
167 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 ...
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1answer
187 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 ...
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1answer
719 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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19 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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1answer
174 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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365 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
194 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
263 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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89 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 ...
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1answer
76 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
196 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.
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1answer
595 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 ...
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1answer
463 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
72 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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135 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
153 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
1k 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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1answer
298 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 ...
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2answers
1k 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 ...
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1answer
4k 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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91 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
98 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 ...
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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 ...
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166 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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75 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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139 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 ...
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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
859 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 ...
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1answer
416 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 ...
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1answer
85 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.
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2answers
97 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 ...
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1answer
728 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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2answers
717 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 ...
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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 ...
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1answer
893 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){ ...
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1answer
458 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 ...
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1answer
94 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....
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0answers
746 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 ...
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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.
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1answer
315 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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1answer
328 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 ...
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3answers
3k 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 ...