Case Feed actions for agent-customer communication
Key Takeaway
Case Feed actions sit in the publisher at the top of a case's feed, so reps can reply to customers and record their work on one page. In an org created before the Winter '14 release, enable feed tracking on Cases first, because the "Enable Case Feed Actions and Feed Items" setting in Support Settings isn't visible until you do.
Case Feed in Salesforce Classic shows a case's history as a Chatter-like feed. At the top of the feed, a publisher holds actions. Support reps use these actions to reply to customers by email or on portals and Experience Cloud sites. They also use them to log calls, change status and write case notes, all on one page. Admins choose which actions appear, which fields and tools each action includes, and how replies reach customers.
Case Feed and the publisher
In the traditional case interface, reps log calls and send emails mainly through related lists. In Case Feed, reps can do several of these tasks directly in the feed, with the actions in the publisher.
The publisher shows about five or six actions on the Case Feed page. The rest go into the More dropdown list.