The next step in setting up and configuring Email to Case Premium is identifying how you want agents to interact with the tool from a page layout perspective.
Two specific layout usage preferences are offered.
1. Standard (Recommended)
This option includes access to the New Comment page and Timeline component for end users. This layout preference is designed for those who plan to communicate with customers through the use of Case Comments, including the ability to view and send responses in rich text.
Note: This is the only mode that allows rich text to be used. For that, please ensure that the "Enable Rich Text" setting is on.
The New Comment page enables agents to respond to customers more quickly while personalizing communications, ensuring improved data quality. From a single page, users can:
- Toggle between Public & Private
- Review & update key fields
- Drag & drop recipients
- Respond using rich text
- Use Canned Responses
- Drag & drop Files & Attachments
- Review & edit existing comments
- The Timeline component replaces the standard Case Comment related list, providing agents with improvements to the user experience, increasing overall efficiency, and promoting adoption.
2. Inbound Specific
This option includes access to all features listed on the Inbound configuration tab. Designed for communication using an email publisher action through Case Feed. Case comments corresponding to the communication will NOT be inserted for this option.
Important: With Inbound Specific selected, Email to Case Premium will never insert Case Comments in Salesforce. With Case Feed enabled in Salesforce (Support Settings), feed items are automatically inserted for every Case Comment and Email Message. Email to Case Premium does not insert Case Comments, which prevents duplicate Feed Items from Email Messages and their corresponding Case Comments.
To successfully use Case Feed in conjunction with Email to Case Premium, please ensure the following:
- Select Case Feed Layout on the Setup Page.
- Ensure you are using a "Feed-Based" Case Page Layout.
- Enable Case Feed Actions and Feed Items through Case Support Settings.
- To access your Case Support Settings, navigate to Setup | Feature Settings | Service | Support Settings.
- Add the Email publisher action to your page layout. Alternatively, you can add the "Answer Customer" publisher action, which is included with Email to Case Premium.
- To access your page layouts, navigate to Setup | Object Manager | Cases | Page Layouts.
- Ensure email deliverability is set to "All Email" in your Org via Setup | Administer | Email Administration | Deliverability.
- Ensure that all Case Feed enabled Page Layouts have been converted from the "Page Layouts for Case Feed Users" section into the main "Case Page Layouts" section per the following Salesforce help and training article: Convert Page Layouts for Case Feed Users to Case Page Layouts.
Email to Case Premium does not support mixed environments where some users use Case Feed, and others do not.
For more information on Case Feed, review this Salesforce help and training article: Case Feed Overview.
Please upvote the following Success Community idea for a DML Option to disable automated Feed Item creation.