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10 points

Product Name getting truncated

New | Rapid Products

Product Name within the Rapid Product search tool gets truncated after 28 characters.
The only workaround is to remove all other fields from Product Fields to Search and Display.

Can the lookup tool along with the fields displayed be modified to be larger, so at least the product Name wont get truncated, let alone any additional fields that are to be added.
40 points

Choose fields for Find / Select pages right from Case Merge Premium setup wizard

New | Case Merge

Currently, we have a link on the "Merge Page" settings that direct customers to edit the Find / Select field sets.

It would be great if we allowed customers to define the fields right on the setup wizard (similar to what we do for Rapid Products). The Find Page fields would be defined from the "Search Page" tab, and the Select Page fields would be selectable from the "Merge Page" tab.

Additionally, it would be nice if we included a preview option so that the admin doesn't need to navigate back and forth between the setup wizard and Find/Select pages on an example case.
30 points

Lightning Component for Sending Canned Comment

Under Consideration | Email to Case Premium

As Salesforce encourages us to take a more modular approach to our applications for the Lightning platform, we could create a component that allows the user to quickly find and send a canned comment without any edits and without leaving the case record page. Users could search canned comments the same way they search these now on the New Comment page. We would include a mechanism that would preview the comment and its recipients before sending (modal dialog), and allowing the user to go to the full New Comment page to further edit/customize if desired. The component would include an icon showing whether a default file is included with the Canned Comment. This component should be enabled for Cloud Flow Designer as this would enable admins to create local automation that could send pre-defined canned comments when a case reaches a specific condition. This may increase the adoption of the Canned Comments feature as well as improve agent productivity in Lightning.
30 points

Nested Canned Comments with Preview

Under Consideration | Email to Case Premium

In addition to using standard merge fields with Canned Comments, we could extend the ability to nest one canned comment inside another. This would be a dynamic reference to another existing canned comment and we would need to check to ensure that the nesting doesn't create an infinite loop by nesting comments inside of themselves. This would solve for the scenario where several variations of the same comment are being created that share sections of the same information. Rather than having to find and edit each comment individually, the comments can be built in a more object oriented way. Along with this would require a means to preview the comment showing what the final comment would be.
30 points

Suggest Canned Comments based upon what the user has typed in the comment body

Under Consideration | Email to Case Premium

Canned Comments are a great way to save users time on responses to commonly asked questions / issues.

Sometimes however, a user may not know a Canned Comment exists for what they are about to type as a response to the customer, and instead of a response taking 30 seconds, it now takes several minutes.

I'm proposing a new feature for the New Comment page that would automatically suggest existing Canned Comments to users as they begin typing their response. The idea is as the user stops typing, a panel with suggested Canned Comments would show up for quick and easy selection.
80 points

Duplicate Criteria by Record Type

New | Case Merge

When Case Merge Premium is used by different support teams in an organization, the duplicate cases for those teams may look significantly different. For example, consider that one team may be supporting retail customers and another team supporting B2B customers. In the retail case, you may want to more broadly detect duplicates by the contact, but in the B2B case, you may want to look at the account as multiple people from the same B2B customer might be reporting a similar issue. From what I've seen, these organizations frequently use different record types for each logical support team.

We should provide a means for creating duplicate criteria for a specific record type, either by uniquely defining the duplicate criteria, or providing a means through the standard duplicate criteria to create a logic formula that includes selecting a record type.
70 points

Support Date Literals in the Duplicate Criteria

New | Case Merge

Currently, Case Merge Premium does not support the use of date literals (LAST 60 DAYS) when defining the duplicate criteria. We should support these as documented by Salesforce, or at the very least provide a collection of options for case creation date (or other date fields), such as last/next 7/14/30/60/90/180 days.
70 points

Ability to edit fields on Master (Parent) Case before completing a merge

New | Case Merge

In some instances, it may be desired by an end user of Case Merge Premium to take a chance to update some fields (such as subject, description, status, etc.) on the Master Case upon performing a merge operation.

We should consider adding an option on the Case Merge Premium Select page (final page before merging) to edit any case fields that display for the Master Case.
20 points

Case Merge Dates

Not_Feasible_Salesforce_Platform | Case Merge

After merging cases, the case feed view shows the merge date and not the actual date the comment, email, or file was added to the original case. What I am would like to see, is to provide the original date of when the email/comment/file was added after the cases have been merged instead of just the merge date.
50 points

Add ability to select field to sort by

New | Rapid Products

My org has over 40k products - When my reps do searching for specific products they don't always get the most quoted or most purchased items. We have a field that counts how many units of a single catalog # is purchased - Would love to have the ability to select a field that will allow most purchased items to appear at the top of the seach results as my reps are looking to add items to opportunities and quotes.
60 points

Search and Add Knowledge Articles from the New Comment Page

Under Consideration | Email to Case Premium

Can we create a section of the New Comment Page to allow users to search and attach KBAs to the case to avoid having to move back to the case, then into Find Articles, then back to the Case, and back to the New Comment Page
40 points

Allow Comments public vs private default to be set dynamically

Existing Feature | Email to Case Premium

We have a need to set the default on Comments to Private for just one case record type. Currently the default is an org-wide setting. Please consider functionality to allow the default to be set by Case Record type.
90 points

Merge Fields in Survey Questions

New | Simple Survey

In an effort to personalize the survey questions for the recipient, allow merge fields from the related object to be included in the individual questions on the landing page. For example, "Describe how well the support agent knows the product" vs. "Describe how well Joe knows Email to Case Premium."

See this article for additional reference: https://www.surveysampling.com/blog/survey-personalization-impacts-respondent-experience/
"Personalizing your research initiatives can positively impact the process on several levels. Response rates increase, data quality goes up, your panel stays engaged and your respondents have a better experience."
40 points

Provide option to change display direction on the Select page

Delivered | Case Merge

In a recent version of Case Merge Premium, we applied the Salesforce Lightning Design System (SLDS) to our application setup and end user Visualforce pages.

As part of this update, the Case Merge Premium Select page (where you confirm the Master case and select the Child Objects to be merged), was adjusted to display case information horizontally (previously vertically).

For those who are working with a large amount of fields on this page, or fields which contain a large amount of content, it may be more desirable for this page to display case information vertically rather than horizontally.

We should consider adding an option to choose the direction of how case information is displayed once a user gets to the Select page.
30 points

Store Slayed Images on Custom Object rather than Documents

New | Signature Slayer

When images are slayed using Signature Slayer, a record with a special hash is added within the standard “Documents” object.

In Lightning, the Documents object is not accessible. If an administrator (using Lightning) wishes to see the number of images that have been slayed with Signature Slayer, they can navigate to the “Open Hit List” button on the Hitlist Manager. However, the page that opens will temporarily switch you back to Classic so you can see the Documents object.

I propose that we change the behavior so that slayed images are stored within a new custom object. We may be able to get some additional metrics as well by doing it this way, such as the number to times a specific image has been slayed.

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