Create Taskfeed Tasks from Cases

This article shows you how to:

  • Integrate Cases with Taskfeed Tasks
  • Add the Case Number to the Task 
  • Automatically see Case-related information on the Task card

Note: You need the following Salesforce User Permissions:
  • Customize Application
  • View Setup and Configuration
  1. To integrate Cases to Taskfeed Tasks, the first step is to create a custom field of the Lookup type in the Taskfeed Tasks object called Case, or Case Number (at your discretion). Once created, a Related List for Taskfeed Tasks will also be displayed for a Case record on its page layout.

  2. To display this new Case field in the Taskfeed Task card modal window (the window that pops up when you click + Task to create a task in Taskfeed):

    1. Switch to Salesforce Classic and go to: Setup > Objects > Taskfeed Task

    2. Select Field Sets (this configuration is not yet available in Lightning)

    3. Click Edit on “Edit Modal Fields”

    4. Click Case on the palette and drag the Case element in the palette to the Field Set page layout.

    5. Click Save.

  3. To display the case number or the case subject (or other relevant fields) on the task card to view it easily on a Board with the Board View, you can use Taskfeed Custom Labels to create labels that reference any field from Case. You can create Taskfeed Custom Labels straight from the User Interface.

    1. From the App Launcher, select the Taskfeed Custom Labels tab.

    2. Click New

    3. Create a Name that references the type of label

    4. For Record to reference, select Case (or the custom field name created in Step 1)

    5. Select a field from Case in the Display Field option.

    6. You may also include an icon and color for your label. To include an icon, refer to these icon names: (just click and copy the icon name displayed)

  4. Use Field Sets to control what you see when you click on a Custom Label on a task card, for instance, if you create a Custom Label to display a Case Number, then when you click on it, it can display other Case-related fields that are relevant. To do this:

    1. Go to Setup > Customize > Cases > Field Sets

    2. Click New to create a new field set

    3. Use the following values:

      1. Field Label: Record Detail Pane

      2. API Name: Record_Detail_Pane

      3. Where is this used? Case Record Detail Pane

    4. Save.

    5. On the page layout editor, select the Case object from the palette and drag any elements that may be relevant to you. For instance: Subject, Account Name, Case Number, Case Owner, Description, Status etc.

    6. Click Save.

A task can be created to a Case manually or automatically. You can choose to automate this process when a Case record changes, for instance when the Case is escalated. We do this by creating a new Process with Process Builder:

    1. The object that starts the Process is Case

    2. When a record is created or updated

    3. Criteria: A criteria of your choice. E.g., when Case Status = Escalated

    4. (And) or (Or) conditions (depending on your criteria)

    5. Actions: Create a Record: Taskfeed Task. Include any relevant fields you wish to populate in the Taskfeed Task record when it's created.

    6. Click Activate to make the process available.

The Taskfeed Tasks created from the Case will also have a relationship to a Taskfeed Board. When you create a Task manually, you also choose which Board to include this task. To create a Board automatically from a Case or from another object such as Account or Opportunity, you can also configure this through Process Builder.  This help article guides you through these steps.

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