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.

Enable Template-Auto-Selection-Rules for private comments too

The idea is to enable the same logic we have today (https://customers.internetcreations.com/KnowledgeDetail?name=Template-Auto-Selection-Rules-Outbound-Email-Template-Pairing) to private comments too.

If possible, we can create rules for private comments and rules for public comments.

Our user story: 

1. Support agent answers an internal employee with a private comment with a specific status change.    
2. This starts an automated Case closure process that the employee can influence by clicking on links in the email template. 
3. In order merge 2 emails the employee gets (one with comment from E2CP and other from a workflow of this new template) we want to use template auto-selection. 
4. In the future, this could be helpful for other processes. Replacing workflow rules we currently use. 

Show Out of Office Message when Selecting Owner

When selecting an owner in Change Case Ownership Plus, we should display the Chatter Out of Office message alongside of the name of the user. This will help users avoid changing the ownership of the case to people that are out of the office.

Product Name getting truncated

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.

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

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.

Lightning Component for Sending Canned Comment

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.

Nested Canned Comments with Preview

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.