Case Feeds is the new way to work with Cases in Salesforce. It is a cut down version of the Console in Service Cloud. Other objects can now have a Feed View.
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Set an email template to use as the default template to use in Case Feed emails. A very nice option. However - this has to be custom coded - when you do this coding this will be a very very nice feature. Say you have different products and the Create Case form has a field to select the product they are enquiring about. Based on this Product field in the Case, set your default response email template to be the branding for that product. Cool!
Advanced Setup / Dev
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- Enable Publisher Actions - Customize > Chatter > Settings (note: this option moves after Summer '14).
- Enable Case Feed Actions and Feed Items - Customize > Cases > Support Settings - https://help.salesforce.com/HTViewHelpDoc?id=case_interaction_enabling.htm&language=en_US. This also converts the existing Cases to the new feed layout - see https://help.salesforce.com/htviewhelpdoc?id=case_interaction_upgrading_cases.htm&siteLang=en_US
- Create a Case Feed Layout
- Use Page Layout Editor to Configure Actions - https://help.salesforce.com/HTViewHelpDoc?id=case_interaction_using_ple.htm&language=en_US - NOTE: This item will NOT be visible unless Step 1 is done - don't waste 1 hour looking for it, like I did.
- Create and customise your Publisher Actions
- Create Custom Links instead of your Custom Buttons - see bug mentioned here http://salesforce.stackexchange.com/questions/33223/custom-buttons-on-feed-views
- Set up Quick Text
- Give one user access to the feed layout to test
- Do help guide for users
- Apply feed layout to all users
- Do training for users