Why Quick Actions are not appearing on Case page layout in Lightning Experience

Solution to make quick actions visible on Case & Work Order Page Layouts in Lightning Experience

If you want quick action to appear on Page layout, all you have to do is add it in Salesforce Mobile and Lightning Experience Actions as shown in below image

Add Quick Actions on Page Layout - Salesforce
Add Quick Actions on Page Layout – Salesforce

Unfortunately this did not worked for Case & Work Order Page layout  in Lightning experience.

Quick Action not available in Case & Work Order Page layout
Quick Action not available in Case & Work Order Page layout

I almost spent around an hour and found below gold statements in Salesforce documentation

NOTE

Actions on user profiles, cases, and work orders can appear in a different way than on other records.

Actions on the user profile page come from the Quick Actions in the Salesforce Classic Publisher section of the global publisher layout. Only standard Chatter actions appear on the user profile page, regardless of which actions are assigned to the User Page Layout or the global publisher layout.

When feed tracking is enabled for cases or work orders, the page-level action menu on those records contains only custom buttons and supported standard buttons. Quick actions appear on the Chatter tab.

So, quick action would not appear at top of page layout or Highlight Panel if feed tracking is enabled. In my case, for time being I disabled feed tracking on case and it worked.

Hope this blog post will save an hour of someone 😉

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4 thoughts on “Why Quick Actions are not appearing on Case page layout in Lightning Experience”

  1. This is very good finding. Thank you. I have a question, i guess the answer is no, but still here it is. Is there any way to have separate page layouts for lightning and classic view? Consider a scenario, where I have an inline VF page added to page layout which i need to show in classic. For lightning however I am adding it to Lightning Page as different tab. Even if I set the ‘show in lightning’ checkbox false for VF page, it shows up in lightning. Is there any solution for this?

    1. I don’t think there is any solution Kshitij. However, one workaround is to check theme in VF itself. If theme is Lighjtning then dont render page

  2. Hi Jitendra, I have a Question regarding Quick actions.

    When i sent an Email from Quick actions feed view, it is sending. But the sent Email was not showing in the feed page.
    Can you help me on this one. do we need to provide any profile level permission to view the sent Email from feed.

    Thanks in Advance
    Anji K

  3. This truly saved me time. I was 30 mins into trying to figure out why my quick action wasn’t appearing at the top of my case layout when i decided to google and found your post. This is really unfortunate b/c I need Chatter Feed enabled on Cases and Quick Action is my only option for what I need to do. I have a QA to create a record that has multiple lookups. So I can use Flow Screens b/c Lookup field types aren’t available. Only one ugly workaround I found for that. This makes for a very poor user experience. I don’t get it.

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