Setup:

When enabled, the "Enable Rich Text" setting allows the New Comment page to display the rich text editor and the Timeline to display comments in rich text.

• Note: The old "Enable Enhanced Editor" setting has been updated and moved to the "Global" tab of the setup wizard, under the name "Enable Rich Text", whenever E2CP uses the Standard Case Layout Usage Preference. (9.65)

Upon enabling the setting above, you will also need to update your email templates to use the new "Most Recent Public Comment (HTML)" merge field (E2CP__Most_Recent_Public_Comment_HTML__c ). For ease, we've included a template in this latest version titled "New Comment Personal HTML (VF)" that already includes this merge field.

Note: Please ensure that all Email to Case Premium end users have been assigned the "E2CP End User" permission set. This will ensure that they can access the new merge fields.

 

Support for the New Comment page:

The new rich text editor on the New Comment page will allow for outbound responses to include the following formatting options:

• Bold
• Italics
• Underline
• Text Alignment
• Bulleted and Numbered Lists
• Indented Content
• Tables
• Links
• Inline Images (see below for additional specifics)
• Code Samples

Support for Canned Responses:

The new rich text editor is also available when editing Canned Responses. All the same formatting features are available, along with the insertion of merge fields. 




Inline Image Support:

The "Inline Image Support" setting enables support agents to add inline images to case comments on the New Comment Page when the "Enable Rich Text" setting is enabled.

Inline images are added as Files on the Case, so please consider adding the Files related list to your Case page layouts and configuring Email to Case Premium to handle Files.

To allow the insertion of inline images, you must enable the "Inline Image Support" setting in the setup wizard. Ensure that the following items are enabled in Salesforce Setup | Content Deliveries and Public Links:

• ​Content Deliveries feature can be enabled for users
• Public Links can be enabled for users (Requires Content Deliveries)

The Content Deliveries and Public Links section also includes a preference for password protection defaults. Setting password protection to "required" will throw an error and prevent inline images from being inserted in both Canned Comments and the New Comment page. As such, it's recommended to select one of the remaining options where password protection is optional.

If the Content Deliveries and Public Links section does not appear in your Org, please open up a case with Salesforce Support to have the section exposed.

 

Disabling Inline Image Support:

The "Inline Image Support" setting allows Organizations to disable the addition of inline images in case communication, thereby avoiding the creation of Public Links. If disabled, images will be added as Files on the Case, and Support Agents will not be able to add inline images or take screenshots from the New Comment Page, as those also get added as inline images to the Case Comment. For more information, please review our documentation.

Viewing HTML Emails:

To view the HTML of an Email Message (both inbound and outbound), you would traditionally need to open up the Email Message record in a new window and click the link titled "Click here to view HTML version". We have simplified this process in Email to Case Premium with Timeline.

Features of Timeline/Comment List include:

• Easy view of HTML emails associated with case comments
• Separate buttons for public and private case comments
• Open List button to review a full list of all case comments added to a case
• Ability to track Status and Ownership changes
• Case comment filtering

 

Limitations:

• Rich text included in inbound emails will be saved to the Most Recent Public Comment (HTML) field.
• The History Text field, which is used in email templates to display a chronology of the most recent 25 public case comments, will also continue to be stored as plain text, but we now store the rich text version in the History_Text_HTML__c field.
• Images/Charts which are copied/pasted into the New Comment page rather than inserted via the rich text editor may not retain formatting as expected.
  • External sources of formatted text (for example, copying from a web page) may include HTML code or require external styling and will produce unexpected results. If this occurs, you can use the source code view to eliminate any unexpected HTML code.
  • When copied from an external source such as MS Word or Google Docs, additional white space may appear between paragraphs.
• The Enhanced Comment Editor is available on desktop only, and does not apply to the New Comment mobile action.