or: what your Salesforce rep won't be telling you...

Feature Salesforce Idea Status 03/2019
Frequency Reports from Multi-Select Picklists https://success.salesforce.com/ideaView?id=08730000000BriLAAS requested 12 years ago; postponed last year, because they have to concentrate on Lightning...
Ability to Set Accounts & Contacts as Inactive https://success.salesforce.com/ideaView?id=08730000000BrfpAAC requested 11 years ago; postponed three months ago, because they have to concentrate on Lightning...
Cases on Leads https://success.salesforce.com/ideaView?id=08730000000BqoAAAS requested 11 years ago; no feedback yet
Customize Error Messages for Invalided Approval Process https://success.salesforce.com/ideaView?id=08730000000BrecAAC requested 11 years ago; no feedback yet
Filename length https://success.salesforce.com/ideaView?id=087300000007dMDAAY requested 9 years ago; feedback three years ago: not on current roadmap....
Remove or at least increase 14 day limit on calendar event duration https://success.salesforce.com/ideaView?id=08730000000Guw6AAC requested 9 years ago;since February you are able to repeat an event in Lightning...
Allow custom fields with a lookup relationship to Queues. https://success.salesforce.com/ideaView?id=08730000000BrmkAAC requested 9 years ago; current status "Product Team Review" - but you can't tell since when...
Salesforce1 App - Ability to add attachments to objects https://success.salesforce.com/ideaView?id=08730000000kyj8AAA requested 5 years ago; no feedback yet
Make Solutions tab available in Lightning Experience https://success.salesforce.com/ideaView?id=0873A000000LljsQAC/a> requested 2 years ago; no feedback yet
Add Case Thread Id support for Visualforce Email Template https://success.salesforce.com/ideaView?id=0873A000000LjktQAC requested 2 years ago; no feedback yet
Notify the support agent of a change in a case - but not with email.... Once a new email arrives for an existing case the owner of the case - the customer service agent - should be informed about this. The only solution from Salesforce is to send the person an email - a solution that fells like the 80's...

Answer from Salesforce support:

"I understand that you would like to know if there is a way to notify agents through on-screen notification instead of email when a case is updated in Salesforce.

We regret to inform you that there is no available functionality in Salesforce that can do this process. Case notifications are only sent via email. The pop-up notification (bell icon) in Salesforce only alerts about certain features; like tasks and approval requests. What we can recommend is to use a third-party app in order to achieve this desired behaviour."

Send nice looking emails to customers in a multi language environment In order to be able to merge data from Salesforce objects you may use "Clasic Email Templates".

If you want to be able to merge data from multiple objects in one template you ought to use Visualforce Templates.

In a multi language environment you may now want to be able to use the Tranlation Workbench - the solution is to use custom labels with the text as the content and translate them in the workbench.

If you now do NOT want that your emails resemble 80's typwriter messages you may want to utilize HTML for formating.

Hey - there's the rub: you can't simply use ONE label carrying the text INCLUDING the HTML having the purpose of carrying the - translated - text that FIRST gets substituted and THEN - before being sent - rendered. For every Phrase between any two HTML tags you'll HAVE TO use an individual label.

To make things clear - instead of one label:

label = <p>This is text.</p><p>And this a new paragraph</p>

Which would be used in your template as


you'll need MULTIPLE labels

  1. label1 = This is text.
  2. label2 = And this a new paragraph

an in your email template you'll write:


Happy labeling!

Reply to customer emails - carry over email thread and add case number In your Email-to-case cases you may see inbound emails in related lists. You may open these Email Message objects and choose to "Reply". Doing so does pre-populate the subject and the text body with the original email - just like any ordinary email programm does.

Should you believe you would be able to programatically change -say - the subject text - e.g. append the case number - you are trapped. There is no possibility in Salesforce to programmatically change such an email before being sent. Moreover - one could argue that we have a compliance issue as implementing such a trigger would change the stored EMAIL MESSAGE object - but not the atucally outgoing email.

The use case is as follows. An customer A of a company S that uses Salesforce may open several cases via email using the same subject - say - "Request for quotation". This customer would receive multiple answers all with the same subject - unless the customer service agent of C does not forget to manually update the subject when answering. The customer has no easy choice to group toipc e.g. by sorting the subject column.

Only alternative - a systemwide setting to ALWAYS append the so-called Thread-ID to the subject - e.g. [ ref:_00D182PB3._500188IZ52:ref ] - just try to communicate this number over the phone...