Simplified Case Management for Effective
Customer Support
Key Features
- Clean Case Comment Creation from Email
- Keep Everyone in the Loop
- Add Watchers on Case
- Keep Different Teams in the Loop
- Manage Communication on Closed Cases
- Prevent Email Looping
- Auto Attach Attachments
- Manage Forwarded Cases by Internal Team
- Handle Cases from Non Customers
- Configure Automated Article Suggestion
- Enable Duplicate Case Merge
- Enhanced Comments
- Personalize Case Comment Page
- Case Comment Timeline
- Add Case Comment Page
Clean Case Comment Creation from Email
Automatically create comments from emails generated in Salesforce.
Create case comments from incoming emails and remove unnecessary threading-
Overwrite To and CC recipients based on incoming emails
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Enable Case History comments on the Comment timeline based on History tracking for different fields in Salesforce
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Select the Case history fields from the available fields for which comments should be generated on the comment timeline
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Define domains for private comments to maintain a list of domains
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Clean case comments by selecting from Incoming, Outgoing, or Both
Keep Everyone in the Loop
Notify additional recipients, including those in To, CC, and BCC.
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Manage email flows based on WorkFlow and Apex. WorkFlow is recommended when the case structure is simple and the recipient list is limited to 10. Apex is recommended when the case structure is quite complex with a big recipient list.
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Define Blacklist domains/emails for which no cases/comments will be created in Salesforce
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Define domains/emails in Exclude List fields for which cases/comments will be created in Salesforce but no case will be created nor added as a case team member in a particular case
Add Watchers on Case
Enable the Admin to include Watchers on the Account and Case Level. If a watcher is added to a particular Account and a Support Agent has a Contact created for that Account, all updates regarding the cases reported to that Agent will be forwarded to the Watcher.
Keep Different Teams in the Loop
Choose the team and roles you want to keep in the loop regarding case communication.
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Enable Case teams on the add case comment page for a particular case
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Select the Case team member role to be added to a particular recipient
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Define the default recipient list where a particular Case team role should be included
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Enable Account teams to be added as a Case Team
Manage Communication on Closed Cases
Select how to deal with customer responses on closed cases. You can select from the following options:
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Create a new case and set the status
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Reopen the closed case and set the status
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Either reopen the closed case or create a new one, and set its status
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Take no action in case a customer replies to a closed case
Prevent Email Looping
Prevent case creation in Salesforce due to email looping when using an autoresponder. Admins can select a number beyond which email transactions will be blocked automatically.
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Use Email Looping Break Time (Min) to set the time cap under which email can come
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Enable Case Count to check how many cases can be created under the provided time cap
Auto Attach Attachments
Simultaneously share multiple attachments/files using auto-attach.
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Automatically attach the File with the Case Comment from the Add Comment Page
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Select whether the uploaded file should be a File or an Attachment
Manage Forwarded Cases by Internal Team
Manage case creation forwarded by agents, managers, technical support engineers, and others.
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Create the case in the name of the original sender
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Create a case in the customer’s name instead of the employee’s name
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Define the record type, and set the status of the case forwarded by the internal team
Handle Cases from Non-Customers
Manage case creation from emails sent by non-customers. You can select from the following options:
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Stop case creation entirely
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Auto-close with an email to the user to register or log in
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Create a new contact using the email address and Account ID
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Create a case and sync the email to the leads
Configure Automated Article Suggestion
Auto-attach or search articles based on the email or case subject to send an automated response to the Case Creator.
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Auto-attach KB articles in the Acknowledgment email sent to the Customer
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Fetch articles from a third-party search article integration by checking Custom Code for Article Suggestion
Enable Duplicate Case Merge
Offer a solution to identify and manage duplicate cases.
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Mark duplicate cases as child cases and mark one case as the parent case
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Merge child cases with the parent case and set their status
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Select Delete Duplicate to close or delete child cases
Enhanced Comments
Extend Case Comments for outbound and inbound emails beyond the 4K bytes limit in Salesforce.
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Create a custom object as Enhanced Comment to include long comments up to 1.31K bytes
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Create Case Comment against Enhanced Comment and get the expanded view
Personalize Case Comment Page
Customize the Add Case Comment page with the ability to:
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Include Rich Text Editor, Canned Comments, Attachments, and Email Templates on the Add Case Comment page
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Select the no. of fields and the order in which fields should appear under the section Case Summary fields and Case Fields update using the fieldset
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Include Existing Case Comments on the Add Case Comment page
Case Comment Timeline
The comment timeline shows the conversation on a particular case using Case Comments from Salesforce, Email, and Case History.
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Enable different comment channels and types on the Comment timeline like Case Comments, Emails, Case History, Public/Private, and Drafts
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Use the Search bar to search for different comments using keywords
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Add Comment numbers to visualize the comments against their numbers using bottom to top approach
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View the pagination on the comment timeline
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View the different options like edit, delete, view, and preview email against different comments on the Comment timeline
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Add different colors for different comments on the comment timeline
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Add a comment on the comment timeline using different options like Public/Private buttons or Quick Comment “+” button
Add Case Comment Page
Enable the agent to draft the comment, update case fields, view the summary, add/change/remove recipients, view attachments, and View Existing Case Comments on a single page.
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Auto Suggestion of recipients in the Recipient lists, including To, CC, BCC, Watchers, and Case Team
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Search for users, contacts, case teams, and account teams in the recipients list
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Addition of Draft and Scheduled Draft Comments on the Case Comment Page
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Auto-save the draft in case the agent switches between different tabs or screens without manual saving
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Preview the Email button on the page to view the comment as an email notification prior to sending
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Add case team members based on the case team roles and recipients defined on the E2CA configuration tab
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Include Attachments from the Available list or add new Attachments/files with the Comment
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Canned Comment Functionality to include customized comment templates
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