Users may encounter quick action visibility issues on Case or Work Order record page even if the buttons are added on the page layout and the Activity component is on the record page.
Quick actions’ visibility can be manage on page layout, by adding it in Salesforce Mobile and Lightning Experience Actions. This won’t work for Case & Work Order page layout in Lightning Experience all the time.
This information is documented in the Help Article Actions in Lightning Experience.
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.
You will need to do the following:
- Check if Feed Tracking is enabled for Case or Work Order.
- If yes, open any Case or Work Order record.
- Click the gear icon and then click on Edit Page.
- Add the ‘Chatter’ component in the layout.
or the administrator can disable Feed Tracking on the Case or Work Order object.