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.
Setting Up Case Feeds
Setting up Case Feed is hidden away. Customize > Cases > Support Settings. Check Enable Case Feed Actions and Feed Items.
This starts the conversion process.See https://help.salesforce.com/htviewhelpdoc?id=case_interaction_upgrading_cases.htm&siteLang=en_US
See this handy chart. I would remove the following related lists from Cases:
- Open Activities
- Case Comments
- Articles
- and then delete all buttons except View All from Activity History
- and maybe, depending on the size of your cases and how many they have
- Attachments
- Activity history
The use of topics is up to you, until they become more useful. See Record Topics.
Advanced Setup / Dev
https://developer.salesforce.com/docs/atlas.en-us.case_feed_dev.meta/case_feed_dev/case_feed_dev_guide_custom_publishers.htm
http://www.salesforce.com/us/developer/docs/case_feed_dev/
Page Layout
An example Case Feed Layout.
Using Case Feeds
There is not really much to say here. Just flick between the feed and details button.
- Flick back to the Posts publisher action to free up some screen real estate and see more of the feed.
Emailing
The Email screen
http://help.salesforce.com/HTViewHelpDoc?id=case_interaction_sending_email.htm&language=en_US
Case Feed Articles
Note: Some of these articles may show features only related to Service Cloud, such as the Console.
Good Things about Case Feeds
- Nice integration with Knowledge
- Nice emailing features
- Nice integration with Quick Text
- Drag and Drop Uploads
- OMG! Attach an attachment from the Case!!! Wow!
- I like how it brings publisher actions to the fore.
- Nice Print feature.
Improvements
These are the improvements I would like:
- 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
- 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).