--- schema_version: "1" id: 6737059c43b5daf48e6fa5d0043a9f52c2644ecf1b4ae7f51187735f065c1864 title: "Customer Service Features: What’s Different or Not Available in the Salesforce Mobile App" collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/limits_mobile_sf1_service.md canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.limits_mobile_sf1_service.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 7e7e082a4224666eee3585c4ea96e8cda96dd8a2a5314aae13949b44a8d737ac description: Learn the differences between the Salesforce desktop site and the Salesforce mobile app. products: - Mobile App Mobile App Mobile App - Cross Cloud Cross Cloud Cross Cloud release: "264" --- # Customer Service Features: What’s Different or Not Available in the Salesforce Mobile App Learn the differences between the Salesforce desktop site and the Salesforce mobile app. ## Cases and Case Feed - For organizations that have the legacy “Page Layouts for Case Feed Users” enabled, users who are assigned the “Use Case Feed” permission see the standard case layout. - Standard actions on Case Feed aren’t available. But several actions that duplicate this functionality are available. Salesforce admins can add these actions to the Salesforce Mobile and Lightning Experience Actions section of the case page layout so they’re available from the action bar when working with cases. | Standard Action Available in Salesforce Classic | Equivalent Action for the Salesforce Mobile App | | --- | --- | | Email | Send Email | | Change Case Status | Update Case | | Log a Call | Log a Call | The **Portal** action isn’t available. - There are some differences in behavior when using case Send Email actions. - The CC and BCC fields on the Send Email publisher aren’t collapsible. - HTML isn’t supported in Send Email actions on cases. If a Send Email action includes an HTML Body field, HTML markup tags don’t appear in the Send Email publisher or in emails created from the action. - You can’t include email attachments when using a case Send Email action. - If a default email template is assigned to a case Send Email action, any attachments included in the template are ignored. The attachments don’t appear in the Send Email publisher and aren’t included in emails created from the action. - Email drafts aren’t supported on the mobile app. - You can create cases comments if the Lightning app page is enabled for the mobile app. You can’t edit or delete case comments. The Case Comments related list doesn’t display the full text of comments that were added in the desktop site. - These case related lists aren’t available: - Business Hours on Holiday List - Solution List - These case related lists are available if the Lightning app page is enabled for the mobile app: - Case Contact Role - Team Member List - Team Member on Team List - Team Template Member List ## Entitlements and Milestones ## Field Service - In Salesforce for iOS: - You can’t create service appointments, and the Recent related list isn’t available. - You can’t create service resources or absences, and the Recent related list isn't available on service resources or absences. - On field service records created via a related list, the field that lists the parent record doesn’t populate until you save the record. This issue applies to all versions of the Salesforce mobile app. For example, when you create a service appointment from the Service Appointments related list on a work order, the Parent Record field is blank until you tap **Save**. After the record is created, the parent record field lists the parent work order as expected. - When an app user is working offline and offline sync permission isn’t enabled, creating or updating records can cause an error if the Created Date or Last Modified Date fields appear to occur in the future. - The dispatcher console—a Field Service managed package feature—isn’t available in the Salesforce mobile app. - The Linked Work Orders and Linked Work Order Line Items related lists on articles aren’t available. - Linked articles are read-only. You can search the Knowledge base and read attached articles, but you can’t attach or detach articles. To manage linked article settings and attach or detach articles, use the desktop site. - Linked articles can’t be accessed from feed items. ## Salesforce Knowledge Articles Articles are supported in the Salesforce for Android and Salesforce for iOS apps, version 8.0 or later, with these limitations:
Issue Android Downloadable App, v8.0 or later iOS Downloadable App, v10.0 or later
Only published articles are available—not draft or archived articles. Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
Articles can't be created, edited, translated, or archived. Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
Articles can't be linked to cases. (But links that are set up from the desktop site can be viewed on the Related tab.) Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
Smart links aren’t supported. Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
Article ratings aren’t supported. Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
Tables are sometimes cut off on the right side when included in article rich text fields. Red dot icon indicating the limitation applies to the designated Salesforce app  
Compact layouts display the article type API name instead of the article type name. So users see the article type API name in the highlights area when viewing an article. Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
When searching from the Articles home page, only articles in the user’s language are returned and only if that language is an active Knowledge language (from Setup, Customize | Knowledge | Knowledge Settings). To see articles in another language, users can change to an active Knowledge language. From My Settings, use the Quick Find search box to locate the Language & Time Zone page. Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
In global search, search results show articles in the language specified for the device, regardless of the active Knowledge language. Red dot icon indicating the limitation applies to the designated Salesforce app  
Filtering search results by data categories, article type, validation status, or language isn’t available. Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
In global search, articles don’t appear in the list of recent records. Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app

In global search results, search highlights and snippets don’t appear.

These features are available in all versions of the Salesforce mobile app when searching from the Articles home page.

 Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
Knowledge articles aren’t available when accessing Experience Cloud sites via the Salesforce mobile app. Red dot icon indicating the limitation applies to the designated Salesforce app Red dot icon indicating the limitation applies to the designated Salesforce app
## Messaging The Salesforce mobile app doesn't support Messaging on tablets. ## Work Orders and Linked Articles - Linked articles are read-only. You can search the Knowledge base and read attached articles, but you can’t attach or detach articles. To manage linked article settings and attach or detach articles, use the desktop site. - The Linked Work Orders and Linked Work Order Line Items related lists on articles aren’t available. - Linked articles can’t be accessed from feed items.