Salesforce Certified Advanced Administrator – Service Cloud Applications Part 5
May 26, 2023

10. Case Feed Customization in Lightning Experience – Close Case

Case closure functionality to lighting experience. Now, there is a Close Case button that’s available inside the page layout editor, but that only works in Salesforce Classic. So we don’t have a case closure option here in Lightning and so we need to set that up. So the way to do that is going to buttons, links and actions in the case object inside of Object Manager and then select New Action. For the action type we want to update a record and this would be updating a case record. For example, for the standard label type, just select none.

And then for the label itself we will say Close Case. Now, I may change the wording of this a little bit just so that it’s easier to differentiate in the page layout editor. In this example, I’ll just say Case closure. Now in the real world, you just say close case. But I’m going to do this different so that’s easier to pick it out here. In a moment you can enter a description, you can enter Success message, that would be the toast message. And then you can change the icon if you want to click Save.

So now the next thing that comes up is the page layout for the case closure action. So this is action page layout. So this would have to do with what you want filled in whenever a case is closed. And so we may not need contact name that should already be filled in at this point. The status, we probably want to keep that so we can make sure that we set that to a closed status. I don’t necessarily need the subject of the case here or the description.

So we could then include, for example, any sort of internal comments that you might want to include during case closure and let’s just leave it at those two fields and we’ll click Save. So now we had those two fields and that was internal comments and status. And so if you think about the usability, once we have the ability to close a case and we bring up that small screen with the two fields, one will be Status. We don’t want that status field to say New. When we click Close Case, we want it to be predefined as saying closed. So if we go back here to predefined values for this quick action for case closure, we can click New. And then for the target object of case and for a field of status, we can set the predefined value to a specific value of closed and click Save.

And that’s a very powerful tool, but an important step in the customization of the case closure process so that it works properly in lighting experience. All right, so here is where it may make more sense. Why I’ve called this case closure is when we go into the page layout now and we edit this and this is an action that we need to drag into the Mobile and Lightning Actions section, and we’ll find it here under Mobile and Lightning Actions. So click and drag case closure. And the reason that I called it case closure is because I didn’t want to close cases here. Now, I don’t understand this. Okay, I’m just going to be straight up honest with you guys. There is a close case quick action for Mobile and Lightning Experience and it is here in the page layout, but it doesn’t show up. So my belief is that salesforce has kind of piped in the plumbing for case closure to be added someday out of the box to Lightning Experience. But that day isn’t quite here yet.

And so it is here in the page layout. But for you to actually get it to show up, you need to create. I believe, and I could be wrong on this, but my understanding and I’m looking at also for reference, the current help for Salesforce in creating a close case action for lighting experience. They straight up say that this is not available out of the box in classic. To do this in lighting, you’ve got to set up your own action. Now, for whatever reason, you can’t leverage this close case action here, which is a separate close case action from the Quick actions for classic, which is actually it’s not a quick action. I stand corrected. It’s not a quick action in classic. It is a button in classic for close case. So if you recall, when we looked at a case in classic, there was a button for close case, which is here under Case Details. There’s no quick action for classic for closed case.

There is, however, a quick action that doesn’t work for lighting experience. And so therefore, we’ve resorted to creating our own custom quick action, which will now, after much talk and no action, we’re going to have action and no talk or some talk. So we’ve got case closure here, going to click save, going to have a good time while we wait. And then we’re going to go back and okay, so what we hopefully will see, based on this change that we made to the case layout, I always like to guess what should happen. Otherwise, it’s like you don’t even realize that something didn’t work, basically.

So if we go to our Lightning Experience and Mobile Quick Actions bar here, we’ve got post case closure and closed case, which won’t show up and then log a call. And there’s a lot of other things that aren’t showing up as well. There’s a lot of different security settings and a lot of different scenarios where these may or may not show up well beyond the scope of this particular lesson. Let’s focus on case closure. So going back here, we should see case closure in here.

So let’s refresh, cross our fingers and our toes and our ears and case closure. Voila. Isn’t that lovely? So we’ve not only given the ability to log a call inside of the chatter publisher but now we’ve got a quick action inside of the chatter publisher for case closure. So if we click on that, here’s the predefined value that we set up through that quick action, setting that to closed, here’s the other field that we set up and that was the one on that page layout for the action layout and that’s internal comments. Then if we click save, then it closes the case.

And here’s the toast message as well, which we set up previously. And so now that we have not only given the ability okay, I was getting ready to segue into the next lesson, but check it out. So now you may notice that we’ve lost our case close button and we also lost the ability to log a call, which is actually pretty good usability because you usually wouldn’t be logging a call on a closed case once it’s closed, nor would you be wanting to close a closed case because it’s already closed. So what I’ve believe has happened is that we’ve got a different yeah, okay, so we’ve got a different page layout for closed cases and so we will look at case closure more in depth later. But what I want to do next is create another action and this will be our final action that we’ll do. But this will have to do with sending emails from the case feed. So we’ll do that in the next lesson.

11. Case Feed Customization in Lightning Experience – Send Email

So we closed that case. Different page loud here we’ll go to that soon. But what I want to look at is a different case so that it’s one that’s actually open and when you know that I selected one that’s closed and you notice here we’ve got case closure and log a call for this closed case. So we do need to do some troubleshooting there on our case closure. We’ll do that in the next lesson. But for now, what I want to look at is another quick action that we need to create in order to fully customize or to more adequately represent some of the functionality that is available in classic out of the box that is not at the time of this recording available out of the box and lightning experience.

So this is something that would be good for you as an advanced administrator if you’re tasked with converting an. org from classic to lightning. These are things that you’ll have to do in the real world is to provide the ability to close a case, to log a call and also to send an email. Now there’s not send an email here, there’s also not send an email here with the buttons here at the top and then as well in the page layout editor, there’s no send email in the mobile and lightning actions. Now we can even search for that just to make sure. And here’s email. So there is a quick action for sending an email. Let’s see if we can drag that down. So this is available for mobile and lightning. So let’s click save and then we’ll look at our case again here and refresh this and see if we have it here in the publisher. Okay, so we’re not seeing the email action here displayed in the publisher and why that is, is because we need to enable email to case in order for this to show up.

Which makes sense because if we’re going to be emailing a customer related to a case, then we need to be able to receive emails and have those flow into our salesforce and create cases and update cases based on the activity with emails going back and forth between support agents and customers. And so to round this out, in the next lesson we will enable email the case and then we’ll make sure that this action works properly. So I’ll see you in the next lesson as we set up email the case.

12. Enabling Email to Case

To be able to get this email action to appear, we need to enable Email the case. So let’s go into setup and let’s search for email the case. And you’ve hopefully done this before if you’ve worked through my admin course. So I’m not going to go super in depth on this because it’s assumed that you should already have this knowledge. But I do want to run through it so that it’s kind of a refresher. And you probably will have something on the advanced admin exam about email the case. Now remember, there’s two different types of email the case.

There’s on demand email of the case and then just the regular email of the case. We’re going to click continue and here’s the difference between the two on demand email the case. The on demand email the case is what we’re going to set up. It is something that Salesforce solely handles the email routing. If you need to set up things behind a firewall or to set up with an email server inside of a network, for example, then you would set up email the case. So we’re going to set up on demand email the case, we’re going to edit. And so here’s the key point is that on demand email the case enables your to automatically create cases from email without having you download and install the email to case agent behind your networks firewall.

And so we want on demand, we’re going to enable that. In order to enable that, we also need to enable email the case. So we’re going to check both here and so then failure response settings. We’re just going to keep the defaults and click Save. And so what I’m going to do for sake of time is I’m going to see if I can get away with getting that email quick action to appear without having set up a routing address. I imagine that’s not going to work or it’s not going to be that easy, but I’m going to try.

So we’re going to go back to a case here and refresh and see if our quick action appears in the publisher for sending an email and it doesn’t. So let me go back and email the case. So the options here are under the new for routing addresses, either Email the case or Outlook. Now Outlook would be for the option of behind a network firewall and installing an email client. We’re just going to select Email the case and click New and then you enter a routing name and then enter your email address here. I’m going to keep the defaults for the email settings and I believe that we can leave this blank even though it’s required if we don’t check this checkbox here.

So I’m going to uncheck that the case settings case owner, I may be able to get away with leaving that blank as well. And for case origin we’ll select email and then record type the default record type for the email, the case agent will select hardware. Let’s click save. And so we’ll need to verify this routing address now. So the email address for the routing has to be different from the default case owner’s email address. So what I’m going to do, I’m going to hack in a different email address here, click save, click OK. And so what happens when you do the email to case routing is you specify an email address that you want to receive your email, so that when someone sends an email, it creates a case. Now I need to verify this, but then we may not want to publicly expose our email address to our customers. And so Salesforce gives a nice, lovely long email address that you could use in your web based forms for case submissions or your mail to links on website addresses.

And if they send an email to that address, that automatically creates a case. So I’m going to verify this email address by clicking verify. It tells me in classic actually, that email has been sent to my sample email address here. So let me pull that up. And so you receive an email and you just got to click on the link in that email to confirm it. And then it’ll say thank you for verifying the email routing address. The email routing address is now verified. I’ve done that off screen, so it’s not to reveal my whole inbox, basically. And so now let me go back and refresh the screen and we’ll see that this has been verified. Now once Einstein is done bicycling, now it shows as verified. So we have enabled email to case, I’ve verified the email address, we got the routing all set up. So now I could create a case by sending an email to that email address, to the email services address. I’m going to do that. So I’m sending that. And then what we need to do while we’re waiting on that to flow in as a case which should already be there by now, I’m going to refresh this. Let’s see if we have the ability to send email now, and I don’t bumper town.

All right, so I think what we need to do in this lovely, so that wasn’t a wasted exercise first of all, and there may be a way to get that to appear, or it could be a caching issue. Let’s go into a different case. Let’s go into all cases, all open cases, and we’ll see our new one that just rolled in maybe. Yeah, here it is. Help me. So the subject of my email I sent was help me. And it’s case 1026 here. And if we go into details, you see the priority is set to media and the status knew, the case origin is email, all those were set from that action. And you see for the updates here’s, the actual email and I can reply. And all this activity in this email thread will appear in the activity history as well. And so I did actually receive that email. Let me see if I can show that to you. All right, so here is the email response that I sent where I said, what do you need, for example. And so if I were to reply back to that, that would just appear and flow into this case. Now we’ve got to get this ability to send an email from the case feed, though, however. And so what we’ve done is we’ve previously gone into the page layout editor, which I’ll do that again just to make sure we’re not missing anything.

And if you go to the details panel or component in the lighting app builder and Oops. All right, hang on. So I thought, all right, so I may have been editing the wrong page layout. I don’t think so. I think because of the record type designation for email the case, we set that up to be a hardware record type, which the case page layout assignment is case support layout. Let’s edit that one, though, and see if we can add the out of the box mobile and Lightning action of email. And there’s two different ones here. Isn’t that lovely? Now, one thing to note is this is a different page layout than we’re dealing with before. So we need to override the predefined action. So we’re going to open that up. We’ve got one email option here. We’re going to drag this other one here as well. And I know this is kind of convoluted and messy to have two of these. I’m sure there’s some explanation.

One of these, if you notice for the name, this one is case sendemail. com. The other one is just a quick action that is not associated with case. So let’s figure out which one this is, because I don’t want to have the one that’s not associated with case. So what I’ve done is I’ve dragged down the one that’s associated with the case. Okay, so here’s what’s happened. And this is why we have two of these. Previously we had one. Now that we’ve enabled email the case, it’s been verified and set up, that creates then the quick action that does work in Mobile and Lightning experience. And so that gives us this case send email, which is the one that we have in the page layout now. So we’re going to click save and this puppy is going to show up. Now I can fill it in my bones. So now if I can just find one of these tabs that has a case open, let me go back on the Lightning app builder and leave that I did save the page layout, and I am in my new case. And check it out, everyone.

Aren’t we awesome? Aren’t we fancy? We have the email publisher action available, so now we can send email from inside the publisher. So pretty cool, pretty special. And I am glad that that worked, let me tell you. So now that we have enabled email the case and made that available and just for grants, I’m going to send an email here. All right, so email has been sent.

So now we can finally move on from email. And we have done a lot of case feed customizations here to make it more compatible and feature specific as it relates or relevant to what is available in classic is now available to us instead of Lightning experience. And so we have given the ability to log a call, send an email, and also previously to close a case.

Now we’re on a different record type there, but if we were on the right type of case as far as record type, we also have case closure as well. So it’s just a matter of editing your different page layouts now in order to have full completeness of these different actions available in the publisher so that’s log a call, close a case and send an email. And we also to enable email to case in order for sending an email to work. So now I mentioned before as far as this case closure goes, that we need to look at some of the things around page layouts. And so we’re going to look at page layouts for case closure in the next lesson.

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