#SalesforceWinter27 [Tip 34] - See Original Case Attachments Under the Description

Winter '27 shows a case's original attachments right where the rep is already reading: under the Case Description.

Up to three attachments appear as tiles directly below the description. If there are more, a "+ more" link opens a popover with the rest, and View All Attachments takes you to the full related list. There's no button to click and no side panel to open.

Original attachments are files added to the case within 30 seconds of its creation. It works for cases from every channel.

Product Area: Service Cloud

Turning it on takes two steps. First, ask Salesforce Customer Support to enable the feature for your org. Then, in Setup, open Support Settings and select Show Original Case Attachments.

Here's an example. A customer emails in because they can't reset their password, and attaches five screenshots of what they see. The rep opens the case and reads the description. The first three screenshots sit right underneath it, with a "+2 more" link for the rest. The rep sees the evidence at the same moment they read the problem, not three clicks later.

How It is Useful

Salesforce's reason is instant context. Reps no longer have to go to the related list or open a side panel to see what the customer sent.

The first attachment on a case is often the most useful thing in it: the error message, the screenshot of the broken page, the photo of the damaged product. Yet it's been the easiest thing to miss, because it sat somewhere the rep had to go looking. Placing it under the description means the rep sees the problem as the customer saw it before writing the first reply. That's exactly when it changes what they say.

References & Useful URLs

• For Related Winter '27 Release Note Article – Click Here

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