Configure the Front-line case page action bar

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Configure the action bar on the Front-line case page to include actions from other plugins.

    Before you begin

    Role required: admin

    About this task

    The Front-line case page supports actions from the following Customer Service Management and CSM Configurable workspace plugins:
    • Customer Service (com.sn_customerservice)
    • CSM/FSM Configurable WS Foundation (com.snc.uib.cwf_workspace)
    • CSM Configurable Workspace (com.snc.uib.csm_agent_workspace)
    • CSM Workspace (com.snc.agent_workspace.csm
    • Major Issue Management (com.sn_majorissue_mgt)
    • Customer Service with Service Management (com.sn_cs_sm)
    • Customer Service with Request Management plugin (com.sn_cs_sm_request)
    • Time Recording for Customer Service (com.snc.csm_time_recording)
    • Omni-Experience Standard Feature Set
    If you are using any additional plugins, use the steps in this task to add the actions from those plugins to the Front-line case page action bar. You can add actions in the following ways:
    • Add actions to an existing layout group (step 2).
    • Create a new layout group and add actions to that group (steps 3 and 4).
    • Add actions directly to the action bar (step 5).

    Procedure

    1. Verify that the UI action or declarative action has a corresponding record in the UX Form Actions table (sys_ux_form_action).
      1. Enter sys_ux_form_action.list in the application navigator and press Enter.
      2. Search for the desired form action in the UX Form Actions list.
      3. Create a form action record if it does not exist.
    2. Optional: Add the action to an existing layout group.
      You can create a new layout group and add the action to that group (see step 3). By default, the Front-line case page supports three groups: Compose, Create, and Manage.
      1. Navigate to All > Declarative Actions > Form Action Layout Groups and select a group.
      2. Select the lock icon next to the Actions field, add the desired action from the Available UX Form Actions list, and select Save.
    3. Optional: Create a new layout group.
      1. Navigate to All > Declarative Actions > Form Action Layout Groups and select New.
      2. Enter a name for the layout group in the Name field.
      3. Select the lock icon next to the Actions field, add the desired action from the Available UX Form Actions list, and select Save.
      Because this is a new group, you need to add it to the Front-line case page layout (see step 4).
    4. If you created a new layout group in step 3, add the group to the Front-line case page layout.
      1. Navigate to All > Declarative Actions > Form Action Layouts.
      2. Select the Front-line Case Actions layout.
      3. Select New in the UX Form Action Layout Items related list.
      4. On the new record page, set Item Type to Group and set Group to the group created in step 3.
      5. Fill in the rest of the fields on the form and select Save.
    5. Optional: To add an action directly on the action bar:
      1. Navigate to All > Declarative Actions > Form Action Layouts.
      2. Select the Front-line Case Actions layout.
      3. Select New in the UX Form Action Layout Items related list.
      4. On the new record page, set Item Type to Action and set Action to the desired UX Form Action.
      5. Fill in the rest of the fields on the form and select Save.