Salesforce IdeaExchange
Include case comments in search
I am a Developer Support Engineer, and I go through a lot of cases every day. If I don't remember a customer's name, or they logged a case under a different account, I have a really hard time finding the case again. It would be great if the search function could search through case comments.
I always am able to remember the topic being discussed in the case, so I could search on this and find it easily. Most of the time, my customers don't use meaningful names for the case titles, so this field doesn't really help me.
remove logo
I'm surprised to discover that upon reviewing the capabilities of the self-service portal offered as part of our package, I cannot remove the "powered by SalesForce" logo from the center of 'every' page. We would like to take advantage of this added functionality and open this up to some of our customers, but are hesitant to do so with your logo in the center of the page/service.
Make Case Comment Object and Page Layouts Customizable
I think it would e extremely beneficial to have the ability to customize the Case Comment object.
I'd like to add fields to object so I can track time spent investigating an issue each time a comment is added by a Support Engineer on my team. I'd also like to track where he or she obtained the posted information.
In conjunction with this, I'd like the option of editing page layouts for Case Comments (so I could, for example, make certain fields required).
I'd also like the ability to trigger workflow when a Case Comment is created, and possibly edit Case fields as a Workflow action.
Repository for S-Controls
Repository in the AppExchange strictly for S-Controls that may be conducive to re-use.
APEX Trigger should Fire when a Case Comment is added
APEX Triggers should fire consistently across standard obecjts as well as custom objects.
Currently a trigger is not fired when there is a comment added to a case. I am not sure how many other places this is the case but I am sure there are a few.
Allow case comments to cc: multiple users when posting comments
Our customers have repeatedly asked if comments on a case can be cc-d to multiple users. Currently comments go to the e-mail address for the contact name at the Account only, but they would like the ability to "CC" groups of users on their end.
Currently the only workaround is to have their e-mail address be some kind of alias to an e-mail group. This CC functionality should be available for the user to set when they enter a case on the support portal, and also when a comment is added through the support portal. Once a user is added to the CC list, they should remain there unless they are checked off either by the contact name on the case, or the person cc-d themselves. There should also be the ability to add or remove a cc for any Salesforce user working on the case.
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