Merge Fields in Survey Questions

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/

Approval Process for sending New Comments

Several customers have requested the ability for built-in logic on the New Comment page to submit comments for approval before officially being sent to an external customer.

For example, if an organization onboards a new employee, they may want to monitor what they're sending to customers for the first weeks / months, making sure what they're sending is actually valid before it makes its way to the customer.

Today, the Draft Comment feature partially solves for this. Agents can strike up a comment on the New Comment page, and before sending, chatter their manager to see if everything looks good.

That said, Email to Case Premium customers are looking for a more streamlined approach, and some would even like the ability to completely restrict the sending of comments if they haven't yet been approved.

I can think of a few ways we can consider for solving this.

1. Add a field to the User record to denote if the employee is within this probationary period. From there, the New Comment page can reference this. When these specific users click Save/Send, an additional update is performed on their draft comment and that draft is submitted for approval by the employee's manager. We could also look at ways to have this action trigger a local approval process on the draft comment object.

2. We could simply add a Needs Review button to the New Comment page. When clicked, a notification is sent to the manager to further review the draft. Again, something we could also look at to trigger a local approval process on the draft comment object. This option would certainly apply to all agents (new or seasoned) who want their manager to review their comment on a tough case they're working or just to make sure everything is valid. This option would however not prevent the agent from successfully utilizing the Save/Send button if they felt their comment was ready for prime time.

Detect and Display Field Updates on the New Comment Page

When a new Draft Comment is created, the New Comment Page displays a notification that another person is adding a draft. However, if changes to fields have been made, there are no indications. This may create a situation where a person writing a comment intends to make updates to fields when sending the comment, but another user has made other field updates on the record itself.

We could create a means to reflect a change to field values, either as a notification or an in-line indicator on the field itself.

Create a new setting: Set Flag When Case is Reopened

If Case Flags is not used in conjunction with E2CP and the Time Closed Until New Case Creation setting, when a Case is reopened, it will most likely be unflagged.

The idea is to have a setting where clients can select if they'd like Cases to be flagged every time they're re-opened.

The setting would live in the Flag Event Rules tab, under the Case Open/Close section.

Create Related Case with Case Split

For companies that communicate with third party vendors, creating a related case through Case Split for that communication could be beneficial.

Add a new packaged button and split action from E2CP Timeline that says something along the lines of 'Create Related Case'.

Flow: customer is working on Case A and needs to create Case B to communicate with a third party vendor. Case A should remain untouched, and Case B may or may not use related information from Case A (fields, comments, emails). A relationship between both Cases should be established.

So after clicking the button or E2CP Timeline action, the user is redirected to a Case Split page where they can relate fields and comments/emails from Case A, fill out new Case Fields and then create the new Case B.

Store Slayed Images on Custom Object rather than Documents

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.

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

System Status Component for Widespread Issues

We could create a system status component, either as its own Force.com landing page or as a component for Experience Cloud. This would show the public broadcast history of the widespread issue on the landing page or component. Clients can subscribe to receive communication about the widespread issue without creating a case. A client could then reply to the communication, which would create a new case automatically related to the widespread issue.

We should also consider components that display information about current widespread issues without requiring clients to authenticate with the community.

Allow the New Comment page to send more than 32,000 characters

Attempting to send a new comment over 32,000 characters will currently result in an error message on the New Comment page, preventing the user from successfully sending. I suspect this is in line with current character limit of the Most Recent Public/Private Comment HTML fields in Email to Case Premium, which stores just over 32,000 characters.

Although these are managed fields, Salesforce allows the administrator (of the Org which the app is installed into) to adjust the length of these fields, up to 1,638,400 characters for the Case object. (The amount of character length left will depend on other custom rich text/long text area fields already on the object.)

For organizations that require the need to send larger comments, we should encourage those clients to adjust the field length on those respective fields, and only enforce a limit on the New Comment page only if it exceeds that updated limit.

Share Survey Score to Social Media

With the Thank You Page redirects that will soon be introduced to Simple Survey, users will be able to redirect their clients who have just taken surveys to a number of different pages based on criteria.

One of those redirects, if a high score was given, would be to a social media sharing page, where the answer to a specific survey question could be prepopulated, and/or an editor available so a new review is entered.

The review would then be shared to Twitter, Linkedin, and Facebook, for example.

Adding a fullscreen mode for "Compose New Comment" section

A button when making a case comment making the comment field to be at full screen. and once done they will click that button to reduce it to normal view.

Parse Additional Field Values from a Templated Email

Suppose your business has a system that generates an email message that you want to capture in Salesforce. You know that the message will always have a consistent format and contain data that you want to populate into specific fields on the case. While a direct integration with Salesforce might be preferable, Email to Case Premium could assist with the inbound processing by parsing the email message. Here are the two basic scenarios:

• The inbound email creates a new case with values from the parsed email and maps additional fields on the case.
• The inbound email creates a new case or updates an existing case and then creates a related object record using values from the parsed email.

We would need to create an interface to allow admins to upload a sample message, tag that message with a means to map its contents to fields or a related record, and the email origination to prevent spamming the system.

Include "License Expiring on mm/dd/yyyy" message inside of all application LEX components

To prevent any surprise license expirations, we should run a check to seen when a license expires when a packaged component loads. If the product will expire within the next 7 days (or similar), we would display a message in the component (or through another mechanism) that says, "The license for <Product Name> expires on MM/DD/YYYY. Please contact your System Administrator."

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.

Select Business Hours from Aging Process

Case Flags allows administrators to create different aging processes by specific criteria, such as field values or record types. However, Case Flags requires using escalation rules for setting the business hours for a case. We could add a means to select from the available business hours (if already defined in Salesforce) within the custom aging process itself.

A business case would be where a company offers different hours for a particular product/service, as well as 24/7/365 for high priority cases.