---
schema_version: "1"
id: 4cdbbe74234281f9d12684a08c7d88eb8f151a6d7df656545a39dec04990d388
title: Use Actions to Work with Cases in Case Feed
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/case_interaction_use_actions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.case_interaction_use_actions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cb88c6b6ac87481a6dd83d87a1286f84a917256e71fecab74096177cf0ff3c46
description: Case Feed actions make it easy for support reps to do tasks like send email, post to portals and Experience Cloud sites, log calls, change case status, and write case notes, all on the same page.
products:
  - Service Cloud
release: "264"
---
# Use Actions to Work with Cases in Case Feed

Case Feed actions make it easy for support reps to do tasks like send email, post to portals and Experience Cloud sites, log calls, change case status, and write case notes, all on the same page.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Actions appear in the publisher at the top of the feed.

Here are some common Case Feed actions. Depending on how your administrator has set up your organization, you don’t see all of these actions.

![Case Feed actions list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_actions_overview.png)

- Use the Email action to [respond to customers by email](https://help.salesforce.com/s/articleView?id=service.case_interaction_sending_email.htm&release=264.0.0&type=5 "Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers."). In some organizations, the Email and Portal actions are combined in an Answer Customer action.
- The Log a Call action lets you create a record of the details of a phone call. Call logs are visible only to other users in your organization, not to customers.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note If you’re using a SoftPhone, completed calls and call notes are logged automatically in the case’s feed, as are interaction log entries whose Status is Completed.
- With the Portal action, you can post replies to a customer portal of Chatter Answers site.
- Use the Change Status action to escalate, close, or make other changes to the status of a case.
- The Question action lets you search for and create questions.
- The Post, File, and Link actions are the same ones you’re used to seeing in Chatter.
    - Use the Post action to create case notes to share information about the case or get help from others in your organization. (Notes created with the Post action aren’t included in the Case Comments related list on the case detail page.)
    - Add a PDF, photo, or other document to the case with the File action. (Documents you add with File aren’t included in the Attachments related list on the case detail page.)
    - Use the Link action to share a link that’s relevant to the case.

#### See Also

- [Use Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_overview.htm&release=264.0.0&type=5 "Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed. Case Feed displays important case events in chronological order, so it's easy to see the progress of each case.")