This is a expected behaviour from salesforce 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 in order to not see the action in feed, you need to disable the feed tracking for your case object.

Steps are:- setup--> feed tracking--> select case--> disable it and save

Update
In winter 21, You can actually do this using Lightning App Builder dynamic actions. Upgrade your page to
dynamic actions and add the quick actions using lightning app builder. It will come in highlight panel even
if feed tracking is enabled.
Set Up and Maintain Collaboration Tools
Help your users collaborate with each other and with people outside your organization. For help with basic Salesforce
administration, see Set Up Your Organization.

 Salesforce Chatter
Connect, engage, and motivate users to collaborate and work efficiently across the organization regardless of their role
or location.

Salesforce Chatter
Connect, engage, and motivate users to collaborate and work efficiently across the organization regardless of their role or
location.

REQUIRED EDITIONS AND USER PERMISSIONS

Available in: Salesforce Classic (not available in all orgs)

Available in: Essentials, Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

USER PERMISSIONS NEEDED

To enable Chatter: Customize Application

Salesforce Chatter lets users collaborate on sales opportunities, service cases, campaigns, and projects with embedded apps and
custom actions. By default, Salesforce organizations created after June 22, 2010 have Chatter already enabled for all users.
However, if you want Chatter to be available to a limited group of people in your org, you can do a profile-based rollout instead.

With a profile-based rollout, only users who have been assigned the required user profile or permission set have access to
Chatter. A profile-based rollout is useful for larger companies and companies or government agencies with regulatory
constraints. It allows such orgs to plan a controlled deployment on a department-by-department basis.

Although we recommend an org-wide Chatter deployment, the option to limit its availability is there. Ask Salesforce about
enabling a profile-based Chatter rollout. Chatter is secure and works in accordance with all the security and permission settings
in your Salesforce organization.

 Profile-Based Chatter Rollout Overview

A profile-based rollout of Chatter makes Chatter available to a controlled set of users instead of all users in your
organization.

 Encryption for Chatter

Encryption for Chatter lets you encrypt sensitive data when it’s stored, and not just when it’s transmitted over a
network. As of the Winter ’18 release, mass encryption and decryption of Chatter data is generally available. To enable
encryption for Chatter, contact support for help with setting it up.

 Chatter Settings
In Salesforce and the Salesforce mobile app, Chatter is enabled by default. Configure various Chatter features and
customize the Chatter experience for your users on the Chatter Settings page in Setup.
 Publisher Actions and Layouts
Actions add functionality to the Chatter Publisher in Salesforce Classic. Actions let your users do more in Salesforce
across all devices.

 Enable Code Snippets and Assign Permissions to Use Them

Use code snippets to enter syntax-highlighted code samples through the Chatter publisher. To make code snippets
available, enable them and assign the permission to use them. There are two ways to enable code snippets and assign
permission: through a user profile (step 1) or through a permission set (step 2). Code snippets are available in Lightning
Experience and Experience Builder sites that are based on the Customer Service template.

 Assign Pin Post Permission

Pin your most critical information to the top of a feed. In group and topics feeds, when someone posts critical
information, an authorized user can pin that post to the top. Pin up to three posts. Each post stays in place until an
authorized user unpins it. After you enable post pinning through Chatter Settings, you can assign the Pin Posts in
Feeds permission through a permission set or a user profile.

 Feed Tracking
Feed tracking detects changes to tracked record fields and posts them as updates in the What I Follow feed. Users who
follow a record, see those updates in their view of What I Follow, with one exception. Updates users make themselves
aren’t posted to What I Follow. Users can see those updates in their profile feeds.

 Chatter Email Settings and Branding

Chatter email settings let you change the format of your company’s outgoing emails and control whether users receive
email notifications.

 Chatter Post Actions and Layouts

Actions on posts and comments appear in the drop-down menu on a post or comment. Users can edit, bookmark, mute,
and delete posts, add topics, and create tasks from posts.

 Group Layouts
The group layout lets you customize which fields, buttons, actions, and lists appear in Chatter groups. Changes to the
group layout affect all groups in your organization, but they appear only on the group pages in the Salesforce mobile
app. Changes to the group publisher appear in both the full Salesforce site and the Salesforce mobile app.

 Topics for Objects

Topics for objects offers a powerful way to crowdsource your company's key themes and issues. Users can add topics
to records to organize them by common themes.

 Customize Chatter Influence

Customize activity thresholds for posts, comments, and likes to improve the Chatter influence calculation.

 Allow Users to Thank Their Coworkers

Recognize your coworkers with thanks badges and post your thanks directly to the Chatter feed.

 Guidelines for Deleting Your Users’ Chatter Messages

Salesforce administrators with the Manage Chatter Messages permission can access all users’ private messages via
SOAP API. You can view and delete any message (for example, for compliance).

 Report on Chatter with the Dashboards Package

The Chatter Dashboards package for Salesforce Classic packs a punch! You get multiple dashboards, over 100 reports,
and even custom report types. Use the dashboards to monitor and manage Chatter adoption and engagement in your
organization.

 Chatter Desktop
Control access to Chatter Desktop and install and configure the Chatter Desktop Managed Version.
Profile-Based Chatter Rollout Overview
A profile-based rollout of Chatter makes Chatter available to a controlled set of users instead of all users in your organization.

REQUIRED EDITIONS
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions

Once profile-based rollout is enabled for your organization, you can enable Chatter for the users with the required user profile
or permission sets. Users without the right profile or permission set don’t have access to Chatter.

EXAMPLE Let’s say you assign a profile or permission set that excludes Chatter access to a subset of users. These users still
have access to Salesforce objects, but they don’t see the record feed and they can’t post or comment.

 Get Ready for Profile-Based Rollout of Chatter

If you’re rolling out Chatter to a subset of your users, you can manage Chatter access with custom user profiles and
permission sets. There’s a little up-front work you can do to prepare.

 Control Chatter Access Through User Profiles

Modify existing custom user profiles to allow or deny access to Chatter.

 Control Chatter Access Through Permission Sets

Manage Chatter access by modifying existing permission sets or setting up new ones.

 Profile-Based Rollout Considerations

In organizations that use Chatter profile-based rollout, limitations apply. There are limits with user profiles,
permissions sets, and the interaction between users with and without Chatter access.

Get Ready for Profile-Based Rollout of Chatter

If you’re rolling out Chatter to a subset of your users, you can manage Chatter access with custom user profiles and permission
sets. There’s a little up-front work you can do to prepare.

REQUIRED EDITIONS
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions

From a high-level perspective, a profile-based rollout of Chatter consists of these steps:

NOTE Before you begin, disable Chatter for your entire organization (in Setup, go to Chatter settings and deselect Enable).

1. Salesforce enables the Chatter profile-based rollout feature for your organization.
2. You determine who gets access to Chatter.
3. You review and modify existing custom user profiles and permissions sets.
4. Verify that, in a custom user profile or permission set, the Enable Chatter,permission has the desired setting.
 5. To allow or restrict Chatter access, assign the associated profile or permission set to users.
6. You turn on Chatter for your organization.

NOTE Perform step 6 as a separate, final step. If step 6 is combined with another step or performed out of order,
unpredictable and undesirable results can occur.

Control Chatter Access Through User Profiles

Modify existing custom user profiles to allow or deny access to Chatter.

REQUIRED EDITIONS AND USER PERMISSIONS

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions

USER PERMISSIONS NEEDED

To enable Chatter: Customize Application

When Salesforce turns on Chatter profile-based rollout for your organization, it adds the Enable Chatter permission to your existing
user profiles and permissions sets. Enable Chatter is automatically enabled for all standard profiles. It’s also automatically enabled for
custom profiles when any of these user-level permissions are enabled manually or as part of a license:

 Create and Own New Chatter Groups (ChatterOwnGroups)—Users with this permission can create groups in Chatter.
 Create and Share Content Deliveries for Chatter Files (ChatterFileLink)—Users with this permission can use files with
Chatter, like uploading, attaching, and sharing.
 Invite Customers To Chatter (ChatterInviteExternalUsers)—Users with this permission can invite users who don’t have
a Salesforce license to Chatter.
 Manage Chatter Messages and Direct Messages (ManageChatterMessages)—Users with this permission have
management access to Chatter Messages and Direct Messages (Experience Builder sites).
 Moderate Chatter (ModerateChatter)—Users with this permission can moderate Chatter feeds.
 Moderate Chatter Feeds (ModerateNetworkFeeds)—Users with this permission can moderate feeds in sites.
 Use Case Feed (ViewCaseInteraction)—Users with this permission can access Case feeds.
 View All Data (ViewAllData)—Users with this permission can view all data, regardless of their membership status in a
feed or ownership of a record.

Modify your existing custom profiles with the desired permissions to manage access to Chatter, and create custom profiles, if
necessary.

1. Log in as a Salesforce administrator.

2. From Setup, enter Profiles in the Quick Find box, then select Profiles.
3. For each custom user profile:
a. Click Edit.
b. In the Administrative Permissions section, select or deselect Enable Chatter, depending on whether you want
users with this profile to have Chatter access.

IMPORTANT The Enable Chatter permission is available only if Chatter profile-based rollout is enabled for
your organization. Salesforce enables profile-based rollout at your request. After profile-based rollout is
 enabled, selecting the Enable Chatter permission on a profile doesn't automatically enable Chatter for people
with that profile. People can't use Chatter until you turn on Chatter for your organization.

c. Save your changes.

4. If applicable, create custom user profiles with the desired permissions and assign them to users.

Control Chatter Access Through Permission Sets

Manage Chatter access by modifying existing permission sets or setting up new ones.

REQUIRED EDITIONS AND USER PERMISSIONS

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions

USER PERMISSIONS NEEDED

To enable Chatter: Customize Application

When you enable or disable Chatter through permission sets, consider that:

 When you enable Chatter in a permission set, the permission set takes precedence over user profile settings. All users
with a Chatter-enabled permission set have access to Chatter, even if Chatter isn't enabled in their user profile.
 When you disable Chatter in a permission set, the permission set doesn't take precedence over user profile settings. All
users with a Chatter-enabled user profile have access to Chatter, even if Chatter is disabled in their permission set. To
prevent that person from accessing Chatter, disable Chatter in both the person's user profile and permission set.
 When Chatter profile-based rollout is enabled for an org, Chatter is automatically enabled when some user-level
permissions are already enabled. And some Chatter settings are disabled. For more information, see Profile-Based
Rollout Considerations.

Verify that existing permission sets include the correct and required Chatter permissions for the desired subset of users.

1. In Setup, navigate to Permission Sets.

2. For each existing user-level permission set:
a. In the System section, click System Permissions.
b. Click Edit, and select Enable Chatter. The Enable Chatter permission is available in a permission set only
after Chatter profile-based rollout is enabled for your org.
 c. Save your changes.
3. If applicable, create permission sets with the desired permissions and assign them to users. By default, all permissions
in a new permission set are disabled. Enable the appropriate permissions in the new permission set to give users access
to Chatter plus extra levels of management authority.

 Create and Own New Chatter Groups (ChatterOwnGroups)—Users with this permission can create groups in
Chatter.
 Create and Share Content Deliveries for Chatter Files (ChatterFileLink)—Users with this permission can use
files with Chatter, like uploading, attaching, and sharing.
 Invite Customers To Chatter (ChatterInviteExternalUsers)—Users with this permission can invite users who
don’t have a Salesforce license to Chatter.
 Manage Chatter Messages and Direct Messages (ManageChatterMessages)—Users with this permission have
management access to Chatter Messages and Direct Messages (Experience Builder sites).
 Moderate Chatter (ModerateChatter)—Users with this permission can moderate Chatter feeds.
 Moderate Chatter Feeds (ModerateNetworkFeeds)—Users with this permission can moderate feeds in sites.
 Use Case Feed (ViewCaseInteraction)—Users with this permission can access Case feeds.
 View All Data (ViewAllData)—Users with this permission can view all data, regardless of their membership
status in a feed or ownership of a record.

NOTE Selecting the Enable Chatter permission in a person's permission set doesn't automatically turn on Chatter for that
person. People can't use Chatter until you turn on Chatter for your organization.
Profile-Based Rollout Considerations
In organizations that use Chatter profile-based rollout, limitations apply. There are limits with user profiles, permissions sets,
and the interaction between users with and without Chatter access.

 The Enable Chatter option isn’t available on profiles or permission sets unless profile-based rollout of Chatter is enabled for
the organization.
 When you enable Chatter in a permission set, the permission set takes precedence over user profile settings. All users with a
Chatter-enabled permission set have access to Chatter, even if Chatter isn't enabled in their user profile.
 When you disable Chatter in a permission set, the permission set doesn't take precedence over user profile settings. All users
with a Chatter-enabled user profile have access to Chatter, even if Chatter is disabled in their permission set. To prevent that
person from accessing Chatter, disable Chatter in both the person's user profile and permission set.
 Enabling Chatter in a person's user profile or permission set doesn't automatically turn on Chatter for the organization.
Turn on Chatter for your organization in Setup, after you modify user profiles and permission sets.
 Standard Salesforce user profiles have Chatter enabled by default. You can’t disable Chatter for these standard profiles.
 Don't deselect the Enable Chatter permission on a cloned Chatter External user profile. The user sees an error message and
can’t log in.
 Don’t deselect the Enable Chatter permission on a cloned Chatter Free or Chatter Moderator profile. You get an error
message and can’t save the profile.
 Enabling Chatter and profile-based rollout for an organization also enables a set of dependent Chatter user permissions. If
Chatter is disabled for the organization, these permissions are also disabled at the same time. However, if Chatter is
reenabled, these permissions aren’t automatically re-enabled, and the administrator must enable them explicitly.
 When profile-based rollout of Chatter is enabled for an organization, Chatter is automatically enabled for standard profiles.
For custom profiles and permission sets, Chatter is automatically enabled if any of these user-level permissions are enabled
manually or as part of a license:
o Create and Own New Chatter Groups (ChatterOwnGroups)—Users with this permission can create groups in
Chatter.
o Create and Share Content Deliveries for Chatter Files (ChatterFileLink)—Users with this permission can use
files with Chatter, like uploading, attaching, and sharing.
o Invite Customers To Chatter (ChatterInviteExternalUsers)—Users with this permission can invite users who
don’t have a Salesforce license to Chatter.
o Manage Chatter Messages and Direct Messages (ManageChatterMessages)—Users with this permission have
management access to Chatter Messages and Direct Messages (Experience Builder sites).
o Moderate Chatter (ModerateChatter)—Users with this permission can moderate Chatter feeds.
o Moderate Chatter Feeds (ModerateNetworkFeeds)—Users with this permission can moderate feeds in sites.
o Use Case Feed (ViewCaseInteraction)—Users with this permission can access Case feeds.
o View All Data (ViewAllData)—Users with this permission can view all data, regardless of their membership
status in a feed or ownership of a record.
 When profile-based rollout of Chatter is enabled for an organization, two org preferences are set to OFF:
o Allow Coworker Invitations (inviteCsnUserEnabled)
o Allow Customer Invitations (inviteChatterGuestEnabled)
 In organizations that have thanks badges enabled, users with access to Chatter can’t thank users who don’t have access to
Chatter.
 If your organization already has Chatter enabled and switches to profile-based rollout of Chatter, manually enable Chatter in
all existing custom profiles and permission sets. Otherwise, users that are assigned these custom profiles and permission sets
lose access to Chatter.
 When profile-based rollout of Chatter is enabled in Salesforce Classic, users who can’t use Chatter also can’t use global
search. Advanced search is available to these users.
Feed Tracking
Feed tracking detects changes to tracked record fields and posts them as updates in the What I Follow feed. Users who follow a
record, see those updates in their view of What I Follow, with one exception. Updates users make themselves aren’t posted to
What I Follow. Users can see those updates in their profile feeds.

REQUIRED EDITIONS AND USER PERMISSIONS

Available in: both Salesforce Classic and Lightning Experience

Available in: Essentials, Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, Developer, and Database.com Edit

The Account, Case, Contact, Lead, Opportunity, and User objects are not available in Database.com.

Salesforce Connect external objects are available in: Developer Edition and for an extra cost in: Enterprise, Performance, and Unlimited Edit

USER PERMISSIONS NEEDED

To select the fields to track: “Customize Application”

To view the field tracking setup page: “View Setup and Configuration”

Feed tracking is available for record fields. You can configure feed tracking for users, Chatter groups, topics, custom objects,
external objects, and the following standard objects: accounts, article types, assets, campaigns, cases, contacts, contracts,
dashboards, events, leads, opportunities, products, reports, solutions, and tasks.

NOTE In Lightning Experience, most object records don't show a Chatter tab unless Feed Tracking is enabled for the object.
Exceptions include Group, Site, and User objects.

Sharing rules and field-level security determine the visibility of record changes in Chatter feeds. To see changes to a record in
their feeds, users must have access to the record.

These objects and fields are tracked by default:

 Account: Account Name, Account Owner

 Case: Case Owner, Priority, Status
 Chatter Group: Allow Customers, Description, Group Access, Information Body, Information
Title, Name, Owner Name
 Contact: Account Name, Contact Owner, Name
 Lead: Lead Owner, Lead Status, Name
 Opportunity: Amount, Close Date, Opportunity Name, Opportunity Owner, Stage
 Topic: Description
 User: About Me, Address, Email, Manager, Phone, Title

Tracked feed updates that are older than 45 days and have no likes or comments are deleted automatically. The tracked feed updates
no longer appear in the feed. However, if auditing is enabled for a tracked field, the tracking field audit history is still available.
NOTE Reports on feed activities don’t include information about system-generated posts, such as feed tracked changes.

Tracked changes in a feed can be bundled together for quick and easy reading. This image shows two tracked change
notifications bundled together. On this record, Bat Chad changed the values for the Product Owner and QA Engineer fields.

 Customize Chatter Feed Tracking

When you enable feed tracking for objects and records, users see updates for the objects and records that they follow in
their What I Follow feed. Many objects and fields are tracked by default, but you can further customize feed tracking to
include or exclude specific objects and fields.

 Feed Tracking Limitations

Here are some limitations on tracking objects, fields, and topics.

 Feed Tracked Change Bundles

We save you time and space in your feeds by bundling multiple feed tracked change updates into a quick-reference list.
Bundles are collections of feed tracked change items that you see in feeds. You can see bundles in your browser. In
Salesforce for Android and Salesforce for iOS, bundles appear only in record feeds.