Indicator on Case Cards within Switchboard that a Draft Comment is in progress

It would be awesome if from the Switchboard View we could see if a draft comment is either currently being typed or was started within the last X number of minutes.

This would allow for support managers to not only see which cases are flagged and need attention, but also know when/if agents are actually taking action on those cases.

This feature would of course be limited to those who are also using E2CP, as draft comments are part of that package.

Expose Keep option for Images displayed in Timeline.

When managing images inside of the Signature Slayer Lightning Component, we provide options to Remove or Keep the image.

However, for customers who also have Email to Case Premium and are managing images inside of comments in Timeline, we do not provide a Keep option.

To keep an image means simply ignoring the sword icon. However, the sword will continue to display.

We should consider providing a Keep option for Signature Slayer users inside of Timeline who would like to hide the sword for images they don't intend to slay.

Advanced merge logic settings to clone child case field values to the primary case

Standard and custom case field values from secondary cases do not get moved to the primary case even when the primary case field value is empty.  Add advanced merge logic settings to enable options like...

For text fields concatenate all of the values from child cases into the primary case text field.

For other fields provide an option to use the min, max, earliest or latest value

Or choose the value from the latest or earliest secondary case.

Press Enter in Find Cases Search by Text to Display All Results in the List

After typing the term in the Search by Text box, press enter to bring up the full list of results, and cases can be selected as per the usual CMP selection method.

Could even add a "Search" button to the right side of the search box in case the person doesn't realize they can press enter.

Note: The type-ahead search remains, allowing a single click to select a case from the popup

Cross-Field Search in Duplicate Criteria

Find duplicate cases by defining criteria where the value of one case object field is found in another case object field. For example the case subject is found contained in the description of another case.

Cross-Object Search in Duplicate Criteria

Find duplicate cases by defining criteria where the value of a case object field is found in a related object field of other cases. For example the case subject is found in the email body of other cases.

Logging Information

If an exception occurs (such as a validation rule failing), there is currently no way of knowing being that it fails in the managed package. Suggestion would be to either create an error record within the org with the details, or to send an email to the admin. This way, if this occurs, we have a diagnostic tool to refer to.

Rapid Products Extension pack for Orders Object

With the Rapid Products application, you have an extension pack so the application can be used for Quotes. Do you have something similar that can be utilised for the standard Salesforce Order object?

If no, is it possible to have one?

 

Hyperlink in text formula on the new lightning comment component

As for now Hyperlink in text formula are not clickable and looks broken on the new lightning comment component.
We need the correct functionality on the new lightning comment component.

Do not set the flag when Take Ownership is clicked

When Take Ownership is used on cases, the case flag gets reset.

If I am working on a case and forget to take ownership of it when I start working on it and do it after I sent out the comment to the client, the case flag gets reset and I have to manually clear it.

Is there any way that this can be factored in so it doesn't happen?

Quick Action for New Comment (Timeline)

We are using the lightning version of E2CP which comes with the Timeline component. We would like to have a lightning action that would pop up the lightning Timeline component on the Case page. Currently the New Comment action only renders the Classic VisualForce page (not a good user experience when your entire org has moved to Lightning). In checking with E2CP Support, they latest version of the app does not include a action for this. 

Track Changes in the Setup

Changing the settings can sometimes be a challenge. Perhaps the setup should allow users to track the changes that have been made to the settings. This would give further visibility when problems arise from a particular change to the settings.

Track changes made to the Setup Wizard

It's important to track changes to the settings in the Setup Wizard, so customers know who and when something was edited.

Allow field values on Child Case to populate blank values on Parent Case

When you merge cases, child objects are brought over, but we lose field values from the child. If the value is blank on the parent, you don't have to worry about data loss. You could even allow users to select which fields are eligible for this, or show the fields side by side at merge, similar to the child objects.

Optimize the memory allocation for the Merge functionality to avoid 'Apex heap size too large' errors

Could you try to optimize the memory allocation for the Merge functionality to avoid 'Apex heap size too large' errors?

In the Salesforce documentation, I found: Salesforce enforces an Apex Heap Size Limit of *6MB* for synchronous transactions and *12MB* for asynchronous transactions. The "Apex heap size too large" error occurs when too much data is being stored in memory during processing.