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.
...
- More options for which fields can be shown in the highlights panel.
- Use up more of the screen.
- Better, or customisable Feed Filters
- Why have the same fields on the details view as the highlights panel.
- Why are Case Notes and Posts the same thing - get the terminology consistent.
Case Feed Issues
- The visualforce pages that you can put on Case Feeds need to be way more customised than just using a standard component and a couple of fields. This is disappointing.
- No mobile phone field in highlights view! WTF!
- Beware that Case Feeds in Sales Cloud is NOT the same as Case Feeds in Service Cloud. There are a few features missing
- I think it is going to be very hard for people to get used to.
- You can't see your recent items from the case page. My suggestion is to open Cases in a new tab or on a different monitor. But it is good that it focuses you on the Case.
- I DO NOT understand why the previous email always pops up in the email tab. Annoying. You can click the X to get rid of it, but it does not delete the subject.
- Do not collapse the email body because the template button just disappears into the publisher actions (I have seen it in Chrome but now can't replicate it).
Enabling Case Feeds
- 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
- 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