Salesforce IdeaExchange
Rich Text Editor Toolbar for all large text boxes
The limitation of straight text in all of the large "Comment" or "Body" text boxes is painful. I'd like to see a basic formatting tool bar on all of these fields so that at the very least, bullets look like bullets and text can be emphasized as needed.
Roll-up summary field - cases on account
We would very much like to be able to do a count of the # cases on an account. Like other rollup summary fields we might even want to have a few different aggregates so that we could differentiate a few key types of cases or time-frames as well as an overall total.
For us having a case count by contact is not as important, but for other businesses it might be. Ideally there would be the ability to do summaries of cases at both the contact and account level.
Entering New Contacts on the fly when entering a New Case
Need to be able to add a contact person to the account name on the fly when entering a new case ? Enable Account field to be added to New Case page.
Right now,... if the person calling in with a problem is not listed as a contact in the account, you have to exit entering a new case and add that person as a contact, then return to the New Case form and continue adding the case.
Please add this feature
Kevin Bevill - Censis Technologies
615-468-8007
If "New" Button Has Been Overridden, Don't Prompt for Record Type
If the "New" button for an object type has been overridden, there isn't much point in making the user select a Record Type for the new object. Regardless of the user's selection, the next step in the flow will be to a custom s-control.
Therefore, this step is unnecessary, and potentially confusing - especially if the new functionality is independent of Record Type, or dynamically sets the new object's Record Type based on other, later entries.
Multiple email addresses for a contact
I would like to have multiple email addresses associated with a contact.
A lot of times, the same contact uses different email addresses while logging a case and we have to manually merge all the contact info together. If its possible to assign multiple email addresses to a contact, and have the email2case automatically pick up the info when emails are sent from any of the email addresses, it'll be really helpful.
Need ability to report on Case Team members
Winter'09 introduced the concept of Case teams, and I've been testing it in our Sandbox. Neat feature, thank you!
Release notes warn "Currently, you cannot report on case teams".
This is must-have functionality, so that users can run reports that show what Cases they have been a team member on, and so managers can show how more easily track the number of resources involved in a Case.
Consider this Idea as a request to expedite report functionality for the new Case Team feature.
Allow Task/Activities to be assigned to more than one person.
When creating a task or activity that two or more people need to be reminded about you currently have to create a task for each user, it would be nice if you could place multiple names in the assign to area.
Case View - Display Account fields
Hi,
When I'm creating a Case View Page, it would be nice if I could display "Accout" Custom fields.
Thanks!
Dashboard templates utilizing "current user"
We have a large number of case management dashboards all with similar information. The problem is that any changes have to be replicated across 50+ dashboards.
Ideally, we want to be able to create template reports where you can filter for the current user. An example for Cases would be: All cases where Open = True AND Case Owner = Current User. We would then use this report in a template Support Case Management dashboard for our Support agents. Each user would then see the records that pertain to them.
Having this functionality means we would only have to create and maintain one set of reports and one dashboard for our support reps. Any changes could be completed and immediately made available and all users would see same display. It is what I call DAAS, or Dashboards as a Service. Dashboards are great but are huge time stealers and having this functionality would free up the large amount of admin time required to create and maintain dashboards.
A further enhancement would be to have a “User” picklist filter on the template dashboard so that a Team Leader/Manager who is higher up in the role hierarchy could filter for users within their team.
Search asset from within a case to return assets from linked accounts
Search asset from within a case returns assets from all accounts
We have an issue with finding and linking assets to a case.
EXAMPLE 1
1. We have an asset that contains 'PMS'.
2. This asset is linked to the account 'Euston square hotel'.
3. Create a case for the account and don't specify a contact person (see screenshot #1).
4. In the asset field I type '*PMS' to find the asset that is linked to this account and I click the find button (see screenshot #2).
5. Now SalesForce returns ALL assets of ALL accounts that contain 'PMS' (see screenshot #3). Here it should only return the 'PMS' asset that is created for the account 'Euston square hotel' which is linked to the case.
EXAMPLE 2
6. Same as example 1, but don't enter '*PMS' in the asset field in step 4 from the previous example.
7. SalesForce now returns ALL assets of ALL accounts. Here it should only return all assets that are created for the account 'Euston square hotel' which is linked to the case.
EXAMPLE 3
8. Same as example 1, except the asset is not only linked to the account, but also linked to contact "Jones".
9. Create a case for Jones, and the account name in the case automatically reflect the name of the account from Jones.
10. In the asset field I type '*PMS' to find the asset that is linked to this account & Person and I click the find button.
11. Now SalesForce again returns ALL assets of ALL accounts that contain 'PMS'. Here it should only return the 'PMS' asset that is created for the account 'Euston square hotel' which is linked to the case via contact 'Jones' (regardless to which contact person the asset is also linked to).
EXAMPLE 4
12. Same as example 3, but don't enter '*PMS' in the asset field in step 4 from the previous example.
13. SalesForce now returns all assets that are linked to the contact person 'Jones' for whom you create the case. Here it should only return the 'PMS' asset that is created for the account 'Euston square hotel' which is linked to the case via contact 'Jones' (regardless to which contact person the asset is also linked to).
I know that you can fine tune in the resultst list by adding a filter by 'account name' that contains the account name. However, that takes more click and typing to find something that should be returned by default.
So, no matter how assets are linked and no matter on how you create a case (for account or contact person and even self service portal), if you search for an asset it should always ONLY return assets that are linked to the account, and nothing that is linked to any other account.
Do you want to share Cases with other salesforce.com customers?
Today with Salesforce to Salesforce you can collaborate on leads, opportunities and any custom object (e.g. MDFs, Orders) with other companies (e.g. resellers, vendors, distributors, suppliers) that are using salesforce.com.
Will you be interested in using the above service to collaborate on cases with third-party agents?
New Customer Portal using Force.com Sites
Can we have a new Customer Portal product which is developed using Force.com Sites capability ? This would change the pricing approach for the Portal and allow us to justify the portal product based on page loads instead of the pricing being based on number of users/customers logging on to the Portal.
We recognise that using Force.com sites we can build our own customer portal, but we feel it would be better if Salesforce did this instead and made it a standard product, taking advantage of the Sites pricing approach.
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