Site Case Feed for Experience Cloud members
Key Takeaway
Site Case Feed shows agents and Experience Cloud site members one Chatter feed with a case's Chatter posts, associated questions, and case emails. It works in Aura and Salesforce Tabs + Visualforce sites, not in Lightning Web Runtime (LWR) sites, and it needs Chatter turned on.
Site Case Feed puts every interaction on a case into one chronological Chatter feed. Support agents and Experience Cloud site members both see this feed, so a customer can follow a case from start to finish. Customers post and attach files on the case. Agents reply from the console and decide which posts and emails external users see.
What the feed shows
Site Case Feed shows the lifecycle of a case from start to finish. All case interactions appear in one unified, chronological Chatter case feed. Site members get Chatter's collaboration tools, while agents get service features for giving efficient, personalized support.
Internal and external users see these items in the feed:
- Chatter text, file, and link posts
- Chatter questions associated with the case
- Case emails
- Read-only social posts on the case, if the admin enables them
In a site built on the Customer Service template, users create posts and attach files to the case with the publisher. In the feed, they can bookmark, like, and comment on posts. They can also mention other users. Images and comments appear inline. The Attachments component shows all case attachments.