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.

Capture Outbound Survey Emails

New | Simple Survey

We are continually tweaking our templates and workflows, and it would be super-helpful to capture a copy of the outgoing email to validate:

• Which version of the survey was sent
• Whom it was addressed/copied to
• Whether duplicates were accidentally sent out
• etc.

Ideally the outbound survey email would show up in the Chatter of the object being surveyed against.
Right now, the only workarounds we have are:

• CC-ing an internal email on every survey sent
• Grepping throught the Salesforce email logs

Even a simple log that tracked every time a Survey was sent, along with the recipients and template used, would be a big help.
 

Private Comments Based on Outbound Recipients

New | Email to Case Premium

Our support staff use new comment for most of their emails in support cases. A lot of our cases require internal conversations that should be made private, so they aren't visible to clients in email and our client portal with case information. We currently default outbound comments to public so they are viewable to clients. Approximately 20% of our cases require internal private comments, so there is a risk that one of these comments is shared with a client if it isn't marked to private by the case owner.

We would like the option to automatically mark outbound comments as private based on the domains of the outbound recipients similar to the inbound functionality that can be managed with the Private Comments Based on Recipients by domain addresses. This functionality would reduce the risk of private comments between support staff being made public to clients. It would be managed by a checkbox in the "Private Comments Based on Recipients" section and use the same domain addresses for the inbound configuration.

Automation Builder for Surveys

New | Simple Survey

Simple Survey serves primarily as a transactional surveying solution. (i.e. Survey sent when Case Status is updated to Closed.)

While we do offer a few survey sending workflows in an extension package, it would be awesome if we could build workflows for our customers, almost in an automation wizard fashion. The idea is that administrators would be prompted with a series of questions for how they're planning to send their survey, and Simple Survey would actually create the automation for them (whether it live in a Workflow Rule, PB Process or Trigger).

For example, we can prompt admins with questions such as:

What object are you looking to send surveys off of? For example, Case, Opportunity, Project.
What action should trigger the sending of a survey? For example, Case Closure, Opportunity Closed Won, Project Completion.
Should surveys be sent immediately after those actions? Y / N
If No, how long after should they be sent? For example, 12 Hours, 24 Hours, 2 Days.
Should customers always recieve a survey or do you want to prevent oversurveying?
If the latter, if a survey was sent to a client today, when's the next time they should be surveyed? For example 5 days, 2 weeks, 1 month.
 

Duplicate Prevention Improvements

Planned for Future Release | Simple Survey

How do we prevent duplicate surveys from email scanners and click protection systems, perhaps using methods to detect humans, without having to ask the human to prove it? As more companies implement email security to prevent phishing attacks, Simple Survey has to accommodate unintentional duplicates that these systems may inadvertently create. We have to consider potential race conditions when someone simply double-clicks a link compared to how a security scanner may rapidly click every single link in an email before a person sees the email.
 

Console: Show flag in Primary and Subtabs

New | Case Flags

When viewing a case in console, show the flag, if set in the primary and subtab header. Example:
If lightning console tab behavior is to open cases under the related account, and 1 of the cases open under an account has a flag, show the flag with the greatest severity in the account header, and in the subtab that and all cases that are flagged would show their respective flags.

Survey Insights (Open Beta)

In Progress | Simple Survey

While Salesforce provides a robust platform for creating your own reports, survey data creates some unique reporting challenges. Survey Insights provides a means to explore your customer feedback by clicking specific answers to filter the responses. As a first step, Survey Insights presents a graphically rich view of customer responses. Initial scores and picklist questions will display as charts. Text field questions will display as a Word Cloud, visualizing word frequency in the different responses.



Survey Insights works with your existing Simple Survey records. Survey Insights works in “read-only” mode and does not create, edit, or delete any survey records. Survey Insights will not have any impact on your existing survey templates, processes, reports, or dashboards. 

We are initially releasing Survey Insights in open beta, available to all customers with an active Simple Survey license.
 

Record Viewer for Survey Response

Planned for Future Release | Simple Survey

Currently, Simple Survey object records show a simple collection of the fields on the survey. We should create a graphically rich record viewer that reads the configuration of the record and shows the questions (instead of just the field labels) in the order displayed when the survey was received.

Link for Previewing Survey without Sending Email Template

New | Simple Survey

To test how a survey works, you currently have to create the email template and then send the test through the email template. It would be useful to create a standalone testing link that could be used prior to creating the email template. The link should mark the survey record as a test record for easy exclusion from reporting or cleanup. Also, since it is an individual link, we should either let the admin determine the initial score given in the link, default to the top score, or not pass a score to the landing page. 

Allow Product Selected to be Changed without Deleting Entire Row

New | Rapid Products

When a sales users selects products from the lookup functionality in Rapid Products, sometimes they'll misclick on a product and will have to delete the entire row instead of selecting a new product.

I'd like the functionality to be able to edit the selected product so that a user doesn't have to delete the entire row as the latter adds more time to the sales process.

Automatically Clear Flags on Cases X number of Months / Years Flagged

New | Case Flags

For the most part, Case Flags will be cleared during the closing of a case (among other actions that occur on the case). 

However, depending on how an Org was set up, customers may have a large amount of cases (no longer being worked) which remained flagged.... indefinitely. This could especially happen in full sandboxes.

In general, there's no harm to leaving a flag case untouched, but these continue to be included in the daily batch job. Over time, with more and more flagged cases being added to the batch, the chances of encountering a Salesforce governor limit increases (especially if the customer has other automation in play).

We should add an option to exclude flagged cases from the batch after they are X amount of time old.

Private vs Public Color Display

New | Email to Case Premium;Case Presentation Layer

Recently, I've added a new team that came from Zendesk and they had a request that seems reasonable if doable.  In Zendesk, public vs private comments are differentiated by color as well so that it's easy to skim a list of comments for the right set of details.  With the Lightning interface of E2CP, the Presentation Layer and salesforce, this would be a great addition if at all doable.  In an ideal world, the color sets would be customizable at an org level and at a personal level, but an org standard would work as well.

Ability to Edit Survey Templates through the Survey Builder (without having to generate a new one)

New | Simple Survey

Especially during the trial phase, customers will create surveys for testing which they plan to edit / enhance when they get closer to going live.

Their first cut at creating a survey may not include certain field mappings, questions, proper verbiage for the initial question, and other specifics to ensure their survey is flawless.

More often than not, we require customers to generate new survey templates as they go back and make edits to what they had originally built. Before you know it, 10 different templates have been created, and this causes confusion on which one needs to be selected for use in a Workflow / PB Process.

I suspect part of the issue today is that many of the preferences chosen during survey building result in specific parameters in the rating URL. For example, if someone chooses to show picklist answers as radio buttons, a parameter for each link will include: radioPicklistOptions=true.

Perhaps we need to look at storing the selections for these options as variables on the Survey Configuration object, and from there using Apex to update a single survey email template.

Email Bounceback management to prevent case comments.

New | Email to Case Premium

Currently Email to Case Premium lacks the ability to filter / prevent bounce backs in the event when a case is created with a contact with malformed email address. Standard functionality of salesforce (Setup > Email Deliverability> Bounce Management [Emails from Salesforce or Email Relay Only]) either turned off or turned on have no impact what so ever. 

It would be good if we can get a configuration section, which your email processor class can parse before a case comment is updated.

Common identifier on bounceback is ''mailer-daemon@salesforce.com''.

Product team can easily accomplish this by adding a flag to the parsing logic. 

 

Ability to "lock" search criteria so end users can't modify on search page

Existing Feature | Case Merge

It would be nice if, similar to how LEX reporting does, you could lock default filter criteria so end users can only add to the criteria rather than remove one or all of the default filter criterias.