While working on the Case records, our team encountered an issue where the Quick Actions were missing from the Case page layout in Salesforce Lightning. So, after trying multiple solutions, we came up with a general solution that I will share with you.
In this Salesforce tutorial, we will understand how to enable or add Quick Actions when they are missing from the page layout of Case records in the Salesforce Lightning edition. We will also discuss this general solution in detail.
Quick Actions missing from Case in Salesforce Lightning
In Salesforce Lightning, the Quick Actions on the Case record page appear slightly different from other record pages. Moreover, they are only available using the Chatter tab.
So, to access the Quick Actions for the Case object, we need to use the Chatter Tab. Moreover, based on these factors, we can check for the various reasons for this issue.
In Salesforce Lightning, there could be three main reasons why the Quick Actions are missing from the Case object page layout.
- First, when Feed Tracking is not enabled.
- Second, when the Chatter Settings is not enabled
- Third, when the Chatter component is not added to the Lightning Page.
Let us discuss the solution for the above issues.
Enable Feed Tracking in Salesforce Lightning
1. Log in to your Salesforce developer account and open the Home Setup page. For this, click on the gear icon (⚙️) and then click on the Setup option.
2. On the setup page, go to the Quick Find box, search, and select Feed Tracking.
3. On the Feed Tracking page, select the Case object from the list of objects first. Then, check if the Feed Tracking feature is enabled.
4. If this feature is not enabled, move to the Fields in Cases section, enable the checkbox Enable Feed Tracking option, and click on the Save button.
After enabling the above settings, if the Quick Actions are still not visible, follow the solution below.
Enabling Chatter Settings in Salesforce Lightning
The Chatter tab won’t appear on the case record page if the chatter settings are not enabled. Follow the below steps to enable the Chatter settings.
1. On the setup page of Salesforce Lightning, go to the Quick Find box and search, then select Chatter settings.
2. From the Chatter Settings page, check if chatter settings are enabled or not.
- If it is not enabled, click on the Edit button and then tick mark (✔️) the Enable option given under the Chatter Settings section.
- After selecting (✅) the checkbox, click the Save button to enable the Chatter Settings.
Now, the Chatter is enabled in your Salesforce org. After enabling it, we need to add it to the case’s record page.
Add Chatter to Case Record Page in Salesforce Lightning
If the Quick Actions are still not visible on the page layout of the Case records, you can check whether the Chatter component exists on the Record Page of the Case object.
Here are the steps to check if the Chatter component exists on the Lightning page for Case records.
1. Click on the App Launcher icon in the top-left corner. Then, search for Cases and click on it to open the Case Record List Page.
2. Next, select the required record from the list of Case records by clicking on it.
In our case, we selected the Stella Pavlova open case record.
3. From the record details page, click on the gear icon (⚙️) and then click on the Edit Page option. This step will open the Lightning App Builder page in Salesforce Lightning.
4. From the Lightning App Builder page, check if the Chatter component exists under the Feed tab or not. However, if the Chatter Component does not exist under the Feed Tab, the Feed section will look like this:
In this case, you can follow the next step to add the Chatter component to the Case Record page.
5. Next, move the left-side menu, and under Components, search for Chatter component.
Note: If you are unable to find the Chatter component in the Component section, please refer this tutorial: Chatter not available in Salesforce Lightning App Builder
6. After this, drag the Chatter component from the left side and drop it inside the empty Feed tab section.
7. After adding the Chatter component, click the Activation button next to the Save button. Select the default category for the page, then Save the page.
In our case, we kept the page as Org Default for only Desktop in Salesforce Lightning.
After performing all these steps, we can check the Case record page and see that Quick Actions like Post and Poll are visible in the Feed section.
Now, I hope the Quick Actions ( inside chatter) are visible inside the record page of the Case object.
Conclusion
In this Salesforce tutorial, we learned how to add Quick Actions to the Case page layout in Salesforce Lightning and covered solutions related to Quick Actions missing from the page layout.
Following the solution discussed above, you can retrieve or add the Quick Actions to the Case object records page layout.
Feel free to leave a comment when the quick actions are not visible on the case object record page, even after configuring the above settings.
You may also like to read:
- Chatter Publisher is not visible in Salesforce
- Merge case button not showing in Salesforce
- Chatter Post button does not visible in Salesforce Lightning
- How to Create Quick Actions in Salesforce
I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.
