Check for existing values on questions being asked

Say you have a Case Closure survey where among asking questions about the customer's support experience, you want to ask customers to verify some of their personal information (i.e. phone number, street address, email address, etc). For some customers, you already have some (or all) of this information on file. For others, you have none of this information.

You'd likely want to present the question in such a way where it says: "For our records, please verify if the following phone number is correct? If blank, please provide us with the best number to reach you at."

When defining questions in the Survey Builder, Simple Survey should have an easy way for each question to reference fields on Case/Contact/Account (or whatever object you're surveying from) and pre-populate the answer of the question with the respective field's value.

Add Support for Right to Left Languages

With a growing number of Email to Case Premium users around the globe, we should consider adding support for right to left languages (such as Hebrew & Arabic) within the components of the application.

Expiration Dates for Canned Comments

Sometimes, we have the need to create Canned Comments that will only apply for a short period of time (ranging from a day to a couple of weeks).

If we forget to deactivate that Canned Comment after it's no longer needed, it remains in the available list. At this point, it's no longer applicable and simply adds another Canned Comment for agents to sift through.

It would be great if we added an Expiration Date field to Canned Comment, and on that date, if the Canned Comment is still active it will automatically be deactivated.

Configure Flag Times by Minutes or Hours

Currently, Case Flags requires that you define your default timings in hours. If you wanted to have flags set at 20 or 40 minutes, you would need to define the interval as a repeating decimal (.3333, .6667). By adding a drop-down selector for the user to choose either hours or minutes, customers could more precisely define the timings of the flags without needing to define fractional values.

Additional Automation and Ease of End User Use

I noticed that in Email to Case Premium, there are many available options to change status, add notes, send emails, and more. Why not add the same functionality to Rapid Products?

As a sales rep, it would save me a ton of time if I can complete the quote, update my status to let's say 'quote sent', add notes if a needed to AND send an email to my perspective prospect or existing customer, IN ONE SCREEN!

I would be able to make sure I don't miss any steps, be much more agile, allow more time to do other things, etc...

Also, there could be custom buttons on the button like, save and send quote, or save and new task. What about an export to pdf maybe, just in case this particular company wants to show a visual to a customer on the spot?

Configure the size of hover images on E2CP

Sometimes the hover ability for E2CP is too small to show any relevant information. If possible, it would be great to be able to set the size of the hover image. 

Comment Filters

Give users the ability to configure and add comment filters.  Currently you can only filter by public, private etc.  Allow users to add filters with conditions to allow for other common comments types, for examples:

1. Cases with logistics/RMA related comments
2. Escalated comments where the case take needed to request help from another team
3. Comments of high importance as designated by the case owner or reviewer

Create record from lookup field

Have the Salesforce native functionality that appears in Lookup fields in both Salesforce Classic and Lightning to create a record from that lookup field or subsequent popup screen. 
It would be a big improvement for staff as our business requires staff to link records to the opportunity products so that it flows through to delivery with everything they need.
 

Filter products

The ability to filter products by picklists is a quick and easy way to address searchability issues and large quantities of products.

Having this as a fieldset would be a big quality of life improvement, at the very least beginning with Salesforce default "Product Family".
There is very little to configure and toggle in Rapid Products, and this plus many other customizations would be nice.

Other competitors have this feature so would be nice to see it implemented quickly.
 

Add a "Convert to Canned Comment" feature on the New Comment page

Canned Comments, a feature of Email to Case Premium, are records that contain pre-written text of what agents typically ask/say to their customers. When using the New Comment page, agents can quickly search for and insert existing Canned Comments. From there, they can make modifications / additions to the comment as neccessary and send the comment.

However, unless those agents have access to the Canned Comment object, tab and associated pages (via profile / permission set), they're often constricted to working with only those that their Administrator has set up.

I'm proposing that we provide an option for end users on the New Comment page to convert what they've typed in the comment body into a Canned Comment record. From there, perhaps we can package a sample approval process so that the Administrator can approve it (to activate it and available for future use).

Report on last survey taken by user

For situations where there are multiple survey responses for the same case, i want to be able to report on the last/newest survey taken only as this is the actual sentiment that matters. 

Enable translation of buttons and text

I'd like to be able to translate all texts in the pages, the (lightning) components.
This is basic Salesforce functionality. So should also be available in CMP (to my opinion)..

Answer Ranking Question Types

Answer Ranking questions capture feedback on the priority of a list of options, such as ranking a list of product features by order of importance. This type of question goes beyond picking a single option from a group (picklist) or several options from a group (multi-select picklist), but asks the user to choose favorites and least favorites, expressing an opinion about each choice.

Chatter feed alert when flag is set

An option for Case Flags to post a Chatter feed alert when a case is flagged, instead of creating an email alert with workflow rules.

Remove the avatar

The avatar on the comments takes up prime screen real estate for support cases.  The business case for having an avatar is pretty slim in the technical support case comments.  With salesforce limitations regarding not being able to collapse the right panel to increase space on the screen, it would be nice for IC to have an option to display or not display the avatar.