- Email to Case Premium users who also have a license to Signature Slayer can now slay images directly from the Timeline. The setting is configurable within the Timeline preferences in Email to Case Premium's setup. [Change 00184026] (6.27)
- Enhancements have been made to the Draft Comments feature. Along with saving the comment draft, drafts will also automatically save Public/Private status, recipients (and ordering), attached files, template selected, and field updates. [Change 00182192] (6.27)
- When previous drafts are loaded on the New Comment page, fields which have previously been updated will be noted on the page.
- A new Widespread Issues feature has been added, providing a streamlined approach for tracking and communicating on issues that affect multiple customers. [Change 00184748] (6.38)
- Using the packaged Lightning Component, agents can report new issues, review and suggest solutions, and view active issues while working new cases.
- Support team managers can manage the Widespread Issue record, understand the impact and broadcast updates to all those who are affected.
- A new "Enable Contact Creation for Additional Recipients" setting has been added for inbound messages and is enabled by default (if contact creation is enabled). Disabling this new setting allows for the option of only creating a contact for the original sender instead of also including additional recipients on the email. [Change 00185560] (6.39)
- A new "Blocked Email List" setting has been added to prevent case creation or updates from known spam addresses. [Change 00185581] (6.39)
- On the Lightning New Comment page, additional recipients can now be included in the To field by typing "@User or Contact Name" in the message body and selecting a search result from the drop-down. [Change 00185561] (6.40)
- A new section for Widespread Issue Solutions has been added to the lightning New Comment page for Cases when Widespread issues are enabled in Setup and the Case is related to a Widespread Issue. [Change 00187348] (6.43)
- While viewing the lightning New Comment Page on a case associated to a Widespread Issue, the Comments section will now include a tab for Widespread Issue Comments. [Change 00187347] (6.43).
- A new preference on the Inbound Email Addresses section has been added to assign a default Owner for Cases created via an email sent to the corresponding address. [Change 00188354] (6.45).
- Owners set via Case Assignment Rules and/or Local Automation will override the Owner configured in this setting.
- The Enhanced Comment Editor on the New Comment page now provides an option for capturing and inserting an inline screenshot to your message. [Change 00187881] (6.46)
- A new "Search Custom URL Fields" setting has been added to Email to Case Premium Setup for the Account Lookup portion of the Auto Add New Contact feature. [Change 00188362] (6.46)
Please Note: Updates listed above apply for Lightning Experience users only.