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Difficulty: EasyCase Collaboration Tools (Case Teams and Case Feed)

A Support Manager at Cloud Kicks wants team members to automatically see updates in the Case Feed whenever the Case Status field is changed by another user. Which Salesforce feature should an administrator configure to fulfill this requirement?

  1. Enable Feed Tracking for the Case Status field in Chatter settings.Answer
  2. B
    Configure a Case Assignment Rule entry to publish field history to Chatter.
  3. C
    Create a custom Profile that grants explicit Chatter Feed Modify All permissions.
  4. D
    Create an Escalation Rule that triggers a notification post when the Status field changes.

Answer

Enable Feed Tracking for the Case Status field in Chatter settings.
Enabling Feed Tracking for the Case object and selecting specific fields (such as Status) causes Salesforce to automatically post a feed item in the Case Feed whenever those field values are updated.

Step-by-Step Solution

1
Identify the requirement for record collaboration and activity tracking.
The requirement asks for automatic posts in the Case Feed when specific field values change.
Tracking field updates directly within record Chatter feeds requires Chatter Feed Tracking configuration.
2
Locate Feed Tracking settings in Setup.
Navigate to Setup → Chatter → Feed Tracking, select the Case object, and check the Status field.
Feed Tracking enables automated system posts for selected standard and custom field changes.

Key Concept

Chatter Feed Tracking on Cases
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Topics

Case Collaboration Tools (Case Teams and Case Feed)

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