The administrator at DreamHouse Realty added an email quick action to the Case page layout and is unable to see the action on the case feed. Which feature must be enabled to ensure the quick action…

The correct answer is B. Email-to-Case. The email action in the Case feed depends on Email-to-Case being enabled in Salesforce. Email-to-Case activates the email threading and feed integration that powers the Send Email action visible in the case feed. Without Email-to-Case enabled, the email quick action cannot…

Sales and Service Cloud Applications

Question

The administrator at DreamHouse Realty added an email quick action to the Case page layout and is unable to see the action on the case feed. Which feature must be enabled to ensure the quick action will be displayed as expected?

Options

AEmail Notifications
BEmail-to-Case
CEmail Alerts
DEmail Templates

How the community answered

(32 responses)

A
3% (1)
B
88% (28)
C
6% (2)
D
3% (1)

Explanation

The email action in the Case feed depends on Email-to-Case being enabled in Salesforce. Email-to-Case activates the email threading and feed integration that powers the Send Email action visible in the case feed. Without Email-to-Case enabled, the email quick action cannot render in the feed even if added to the page layout. Email Notifications, Email Alerts, and Email Templates are supporting features but none of them is the prerequisite that unlocks the email action in the case feed.

Topics

#Email-to-Case#Service Cloud Features#Case Management#Quick Actions

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