Create a survey link that can be embedded on a web page

New | Simple Survey

My organization had a booth at a large conference and we had wanted to drive visitors to complete an awareness survey. It was frustrating that we were unable to do this with Simple Survey, as we wanted visitors to be able to complete the survey from an ipad station, not as a response to an email. We ended up having to use a Pardot form to capture responses and manually compile responses for analysis. Would love to see the ability to embed a survey link on a web page in a future release!

Default values for Case Fields on New Comment page

New | Email to Case Premium

As an agent responding to a customer on the New Comment page, 9/10 times I change the status to With Customer. There may also be other fields I update in a consistent matter (such as always setting a Follow-Up 3 days out from my last response in case we don't hear back).

It would be awesome if the New Comment page could perform non-comitted field updates with pre-determined values.

For example, email comes into an existing case and the current status is Working. I navigate to the New Comment page, and the status automatically updates to With Customer. The status is officially updated in Salesforce to With Customer once I click the Save/Send button.

enable adding a link

New | Case Flags;Front Desk

in salesforce- object: cases- we have 4 fields with dependencies between them, so I add a link next to them, so the customer can open the link and see the "tree" of the dependencies fileds, like an overview, this link not appear in the E2CP and the customer cant access to this brain page, I want to ask the option to add links in E2CP its important tool for us

Live Preview New Comment page setup

New | Email to Case Premium

With so many options and peferences for how the New Comment page should display, we should consider adding a Live Preview on the setup wizard as changes are made to the New Comment page configuration.

Monthly digest emails that indicate feature usage / time savings

New | Email to Case Premium

It would be awesome if each month administrators were sent a report outlining what app features were used and the time saved.

For example, for Email to Case Premium customers, the email could contain information such as:

204 New Comment page loads
89 Canned Comments used
458 Field Updates performed
315 Contacts Automatically Created
37 Cases created via Forward to Case


45 Minutes Saved
89 Less Clicks

Case Split: Add functionality to notify case owner (original case/new case) of assignment;

New | Case Split

Issue: In case split, I was unable to automatically notify the new case owner of the new case assigned to that person OR potentially even notify the original case owner if I wanted to change the case owner.
16sec Video (explaining issue): https://www.screencast.com/t/sYkHvsGv6

Screenshots to explain my idea:

• Screenshot (Assigning case owner) of functionality to be added: https://www.screencast.com/t/uCcKHo5gqp
• Screenshot (Case Split) of what I'm suggesting: https://www.screencast.com/t/wygig9CL4w

It should be unchecked by default;
 

When a user adds a comment via Email Distribution, display their profile picture in Case Presentation Layer

New | Email to Case Premium

Currently, if I respond to a case via Email Distribution, my comment is added by API User, and API User's profile picture displays next to the comment. When revisiting this case in Salesforce, it takes a little extra effort in reviewing the comment list to see who said what.

It would be awesome if:

1. Email to Case Premium could recognize the email came from an address matching a user, and pulled the profile picture for that user to be displayed next to the comment.
2. The Created By information in the comment read something like: "Created By API User via John Smith at MM/DD/YYYY X:XX PM"

Allow prioritization for contact selection with duplicate emails

New | Email to Case Premium

It would be great if we could configure a "priority" for how emails are matched to contacts in the case of duplicate emails in Salesforce.  Right now this is done off created date (and also primary vs secondary email), but it would be nice to be able to customize this logic.

Reply to all based on last email

New | Email to Case Premium

In E2CP, the "reply to all" is based on fields that were popualted upon the case creation, based on the first email.
We would like to be able to use "Reply All" based on the last email. so if contacts were removed / added, the list will be updated. 

Process Email Already in Salesforce

New | Email to Case Premium

Primarily as an Admin utility, create a mechanism where an email message that already exists in Salesforce can be processed by Email to Case Premium without having to re-forward it back into the routing address. As an example, one support team may be managing support requests through an email inbox and a received message should be redirected to a team using Email to Case Premium. This could be used by end-users that manage email through Salesforce and would like to quickly create a case from a single message. This could also be used to facilitate transitioning a team from a shared inbox to Email to Case Premium.

Additionally, this could be used during testing/training in a sandbox for populating case data from sample email messages without needing to alter any existing email server setups. This could also be used to resolve problems as a result of an outage or error condition where email messages have been captured by Salesforce but not processed by Email to Case Premium.

Convert Case to Live Chat

New | Email to Case Premium;Case Flags

I know this kind of sounds backwards, but I'll explain.

While organizations will often find that customers take longer than they'd like to respond, they're sure to encounter customers who respond almost instantenously to any new email from the agent on their case.

If both the agent and customer are fast to respond on a given case, it would be great if the agent could take the case out of "case" mode, and convert the case (with its history) into a live chat session. I almost thank of it as a way to thank the customer for being so responsive and kick the support engagement up a notch.

Conditional Landing Page Redirects

New | Simple Survey

Going along the lines of skip logic, what if we were able to redirect survey respondents to a specific landing page based on answers they've selected to landing page questions.

For example, imagine there's an upcoming event (call it Dreamforce), and if we ask a Yes/No question as to whether they are going, their answer will drive how the redirect works. If they answer No, we redirect them to one of our product pages for the product they're using. If they answer Yes, we take them to our page telling them where they can meet with us at Dreamforce.

Error routing address for Landing Page errors

New | Simple Survey

Landing Page errors can occur long before they're noticed, causing customers to miss out on capturing valuable feedback.

If an error is encountered, Simple Survey should be able to send an email to a dedicated address with additional specifics regarding the error.

Include option to hide "Search by Criteria" from the Find page.

New | Case Merge

While the Search By Criteria option offers a nice way of knowing what your organization considers as matching criteria for a duplicate, it's not intuitively obvious for end users to know how to actually make edits /adjustments in this section to search for additional cases.

Ever since introducing the Search By Text option, the Product Team has been advising customers to use that as their default. The reasoning behind that is the end user just simply needs to perform a search based on the Case Number, Case Subject, Account or Contact name to easily track down the cases they want to include in the merge.

Maybe we remove the Search by Criteria option from the Find Duplicates page, and rather, just include a note on what the default filters are. Saleforce sort of does this today in Lightning within List Views: https://www.screencast.com/t/Rcyi2gWw0

Prompt Users to Split based on Content of Latest Email/Content

New | Case Split

When it comes to using Case Split, agents have to make a conscious decision on when and if they will split a case. Agents often may not realize that a split was necessary until a case is 100 emails deep and going in 6 different directions.

I'm not sure how feasible this is (or if it would require the use of Einstein), but it would be awesome if Case Split could prompt agents to split a case based on the content of the latest message. For example, perhaps if we recognize that there's 2 or more "?" in the latest message as an agent opens a case on their screen, this fires off a toast notification to the agent asking them to review the latest comment and see if it warrants splitting a case.

We kind of do something similar today with Email to Case Premium's attachment reminder, where a warning message is displayed to the agent if they mention certain keywords (such as "I have attached") but haven't actually added any attachments.