Search for the entire case content of enquiries made in Help & Training - Ideas - Salesforce Trailblazer Community
Trailblazer Community

All Ideas

Idea Details

Post an Idea
0  Points
Recycle Bin
Recycle Bin

Search for the entire case content of enquiries made in Help & Training

Not Categorized

ヘルプ&トレーニングで問合せをしたケース内容を全文検索できるようにしてほしい -
I want it made possible to search for the entire case content of enquiries made in Help & Training. Currently it is only possible to search for open/closed cases that have been enquired about in Help & Training by the case number, case title, etc. but I would also like it made possible to search for the case comment passage itself communicated with the person at the Salesforce call center. The title of the case when the enquiry is first made often consists of the phenomenon, such as “I can’t do this” or “I want to do this” however as the communication goes on, various discussion is had including function names and other specifics. I want to be able to look back at past enquiries and search those cases by function name or keyword so I can refer to the answer again and learn from it, but currently it isn’t possible to search for case comments, therefore I have to open up each closed case individually and search through the content. This means it is actually quicker to call the call center but I feel reluctant to do so because the call center has already answered that enquiry once.

ヘルプ&トレーニングで問合せをしたオープン/クローズドケースについて、現状ではケース番号やケースのタイトル等でしか検索ができないのですが、 それをセールスフォースのコールセンターの方とのやりとりのケースコメント本文で検索できるようにしてほしいです。 問合せをした時点でのケースのタイトルは、「こういうことができない/やりたい」というような現象面で書くことが多いのですが、 実際のやりとりを進めていく中で、様々な機能名称など話が多岐にわたることもあります。 過去に一度問い合わせをしたことのあるケースを機能やキーワードなどで検索して、その際に教えていただいた回答を再度参照しようにも、 現状では、ケースコメントに対して検索することができないので、クローズドケースを一つ一つ開いて内容を見ないと探すことができず 調べるよりもコールセンターに電話してもう一度聞いた方が早い、と感じながらも一度回答して頂いている内容なので 電話するのも躊躇してしまいます。
SFUGJ2014

Merge Idea · Flag

  • Upvotes
  • Downvotes

Ideas

Apps

from AppExchange

Questions

No results found.

Help us to keep IdeaExchange clean by pointing out overlapping ideas. We'll investigate your suggestion and merge the ideas if it makes sense.



 

 

Thanks for your merge suggestion. We will review it shortly and merge the ideas if applicable.

Salesforce takes abuse situations very seriously. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. To help us process your request as quickly as possible, please fill out the form below describing the situation. For privacy and security reasons, the final outcome of an abuse case may not be revealed to the person who reported it.


 

Thank you for your feedback. We take abuse seriously and will investigate this issue and take appropriate action.