Give your reps enhanced tools to streamline case management and accelerate communication. Provide instant context through a unified Case Timeline, Quick Text for standardized responses, and original attachment visibility directly on the case record.
- Gain Instant Case Context with Case Timeline
Give your reps a single, unified, and intelligent timeline component for cases. This new component replaces the current fragmented collection of feeds and related lists with a single curated view of case-related events. Reps get instant context with a proactive workspace that intelligently organizes customer conversations, internal team collaboration, and key case milestones. The new timeline brings together channels like emails, chats, and messages into a clean, threaded view. - Use Quick Text in Case Comments
With Quick Text, reps can quickly add predefined text snippets, including dynamic merge fields to Case Comments. Quick Text standardizes internal and external communication, keeps notes consistent, and saves time by reducing repetitive manual typing. - Enhance Your Security of Organization-Wide Email Addresses
Organization-Wide Email Addresses (OWA) are now required to be verified before sending Case emails with custom content. This security enhancement prevents unauthorized use of the <noreply@salesforce.com> address and protects against potential phishing attempts. - Enable Translation for Case Comments
Give your support reps the ability to translate case comments into their local language and write responses that translate to the customer’s language. The translation feature adds a translation button to case comments. Reps can select a language for translation when creating a comment. - Merge Cases from the Case Related List on Standard Objects
Enable your service reps to merge duplicate cases using the Merge Cases button from the case related list of all standard objects. This allows reps to quickly merge cases without navigating to the case page. - Customize Close Case Actions by Record Type
You can now manage different close case layouts for various record types and profiles within Lightning Experience. This update addresses a previous limitation where the standard close case button was restricted to a single layout editor. By creating multiple actions, you provide your service reps the ability to associate close case buttons with different record types and layouts.