Quick Actions missing from Case in Salesforce Lightning

In this Salesforce tutorial, we will understand how to enable or add Quick Actions when Quick Actions are missing from Case page layout in Salesforce Lightning edition.

Recently, when our team was working on the Case Record Page, we came across an issue where the Quick Actions were missing from Case page layout in Salesforce Lightning. So, after trying multiple solutions and doing a lot of research, we came up with a general solution.

And in this tutorial, we will discuss this general solution in detail.

Quick Actions missing from Case in Salesforce Lightning

In Salesforce Lightning, we can easily notice that the Quick Actions on the Case record page appear a little different compared to other record pages. Moreover, the Quick Actions on Case Record Page are only available using the Chatter tab.

So, to access the Quick Actions for the Case object, we need to use Chatter Tab. Moreover, based on these factors, we can check for the various reason 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 both of these issues.

Method-1: Enable Feed Tracking in Salesforce Lightning

Step-1: First, log in to your Salesforce Lightning account and open the Home Setup page. For this, click on the gear icon (⚙️) and then click on the Setup option.

Step-2: Next, from the left side menu, use the Quick Find search box and search for Feed Tracking. Then click on the Feed Tracking option given under Feature Settings > Chatter section. This will open the Feed Tracking page in Salesforce Lightning

Step-3: On the Feed Tracking page, first, select the Case object from the list of Objects. And then check if the Feed Tracking feature is enabled for it or not.

Step-4: If this feature is not enabled, move to the Fields in cases section, tick marks the Enable Feed Tracking option, and click on the Save button.

Also, check: Chatter Publisher is not visible in Salesforce

Method-2: Enabling Chatter Settings in Salesforce Lightning

Step-5: Next, again use the Quick Find search box and search for Chatter option. After this, click on the Chatter Settings option that is given under the Feature Settings > Chatter section.

Step-6: From the Chatter Settings page, check if Chatter Settings is enabled or not.

• However, if it is not enabled, click on the Edit button and then tick mark (✔️) the Enable option given under Chatter Settings section.
• After selecting (✅) the checkbox, click on the Save button to enable the Chatter Settings.

Read: Chatter Post button does not visible in Salesforce Lightning

Method-3: Add Chatter to Case Record Page in Salesforce Lightning

Now, till now, if both of the above methods didn’t work for you, you can check if the Chatter component exists on the Record Page of the Case object or not.

Here are the steps we can follow to check if the Chatter component exists on the Lightning page for Case records.

Step-7: Next, click on the App Launcher icon given in the top-left corner. Then search for Cases and open the Cases Record List Page by clicking on it.

Step-8: Next, from the list of Cases records, select the required record by clicking on it.

In our case, we selected the Stella Pavlova open case record.

Step-9: 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.

Step-10: 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.

Step-11: 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

Step-12: After this, drag the Chatter component from the left side and drop it inside the empty Feed tab section.

Step-13: After dropping the Chatter component, click on the Activation option given next to the Save button. And 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.

Now, after performing all these steps, if we check the Case Record Page. And we can see that the Quick Actions like Post and Poll are visible in the Feed section.

Also, check: Merge case button not showing in Salesforce

Conclusion

So, in this Salesforce tutorial, we understood how to add Quick Actions to Case page layout in Salesforce Lightning. Moreover, we have also covered solutions related to “Quick Actions missing from Case page layout in Salesforce Lightning“.