Setting up Case Feed is a page layout configuration: enable the feed, choose the publishers, configure the default views and filters. The work is incremental; most orgs start with the out-of-box Compact Case Feed and refine over time.
- Enable Case Feed at the org level
Setup, Support Settings, confirm Use the Compact Case Feed is enabled. New orgs default to enabled. Older orgs may still be on the Classic Case Feed.
- Edit the case page layout for the feed
Setup, Object Manager, Case, Page Layouts. Edit the layout assigned to your agents. Confirm the Feed component sits in the right region. Adjust the Highlights Panel fields above the feed.
- Configure the publisher set
On the page layout, drag Quick Actions into the publisher section. The standard ones are Email, Log a Call, Post (internal note), Quick Action for state changes. Custom publishers are built as Quick Actions on the Case object first.
- Set the default feed filter
Setup, Case Feed Settings. Pick the default filter applied when an agent opens a case: All, Email, Internal Notes. Defaults matter; most teams want All for case ownership clarity.
- Configure Email-to-Case threading
Setup, Email-to-Case, confirm the routing addresses and the thread ID header configuration. The most common Case Feed issue (customer reply creates new case instead of threading) traces to this configuration.
- Train agents on internal vs external visibility
Internal notes posted as external by mistake leak to customers. Train agents to check the visibility toggle on every Post. The default is internal but the Quick Action setting can be overridden per layout.
The modern Lightning version of Case Feed, recommended for all current deployments.
The action tab strip above the feed. Configured through Quick Actions on the case object and assigned in the page layout.
The dropdown to view All, Email, Notes, Tasks, or custom-defined filter sets. Configured in Case Feed Settings.
The toggle on each feed item that controls customer visibility through Experience Cloud or the Help Center.
The hidden token in case-related emails that threads customer replies back to the original case feed.
- Email-to-Case threading depends on the hidden thread ID in the email body. Customers replying with the thread ID stripped (by some Outlook plugins) create new cases instead of replying. Use email-thread-id headers as a backup.
- Internal posts marked external leak to customers. The default is internal, but Quick Action configuration can flip it. Audit the publisher set quarterly.
- Classic Case Feed still ships in older orgs. Migrating to Compact Case Feed requires re-creating publishers as Quick Actions and updating page layouts. Plan the change.
- Service Cloud Voice integration is required for in-feed call recordings. Without it, calls appear only as manual Log a Call entries with no audio.
- Custom feed filters in Setup, Case Feed Settings let you build views like "Last 7 Days Emails Only", which can dramatically speed up long case reviews. Underused feature worth turning on.