Email2Case Advance (E2CA) Version 3.0 Release Notes

Release Date: 11 March 2025

Executive Summary

Email-to-Case Advance (E2CA) 3.0 introduces a modernized user interface and enhanced functionality to Salesforce's standard Email-to-Case capabilities. Built on Lightning Web Components (LWC), this release delivers improved performance, intuitive navigation, and sophisticated case management tools.

Key Benefits

• Modern, intuitive user interface with streamlined navigation

• Enhanced case management capabilities

• Improved team collaboration features

• Flexible configuration options

• Robust security controls

What's New?

We're excited to announce following improvements in E2CA 3.0:

1. Vibrant UI: A completely redesigned user interface that makes managing your cases easier than ever

2. Record Type Personalization - A Game Changer: The ability to customize settings based on record types, giving you more control over how different cases are handled

One of the biggest improvements in this release is the ability to have different settings for different types of cases. Previously, all cases followed the same rules and settings. Now, you can customize how E2CA works based on your case record types.

For example, you might want:

• Different email templates for sales cases versus support cases

• Separate watcher lists for high-priority and standard cases

• Personalised Comment publisher page based on the record type

How Does Record Type Configuration Work?

Setting up record type-specific configurations is straightforward, and you can customize various features for each record type. Here are some practical examples of what you can do:

Email Settings

• Use different From addresses for different departments:

  • Support cases: support@company.com

  • Sales inquiries: sales@company.com

  • Technical issues: tech.support@company.com

Case Comment Creation

• Customize how email threads are handled:

  • IT cases: Keep full email history for technical documentation

  • General support: Clean up email threads for better readability

Watcher System

• Set up different watcher rules:

  • High-priority cases: Automatically add department managers

  • VIP customer cases: Include account managers and support leads

  • Internal cases: Add relevant department heads

Team Communication

• Configure team notifications based on case type:

  • Product issues: Notify product team members

  • Billing cases: Keep finance team in the loop

  • Feature requests: Include product management team

Article Suggestions

• Customize knowledge base suggestions:

  • Technical cases: Suggest technical documentation

  • Basic support: Recommend FAQs and guides

  • Product inquiries: Show product documentation

Case Comment Page Personalization

The case comment page can now be customized for each record type, giving you complete control over how your team interacts with cases. Here's what you can customize:

1. Rich Text Options

   • Enable Rich Text Comment Editor for formatted text

   • Option for Advanced Text Comment Editor (CKEditor) with advanced editing features

   • Choose the best editor based on team needs

2. Comment Management

   • Enable Email Templates for consistent responses

   • Set up Canned Comments for quick, standardized replies

   • Configure Comment Scheduling for timed submissions

   • Auto-Save Draft feature with customizable intervals (in seconds)

3. Page Layout Options

   • Enable Case Summary (Read-Only Fields) for quick overview

   • Enable Case Update for direct field editing

   • Customize field sets for different record types

4. Case Update Section

   • Select specific fields to display

   • Customize the update experience per record type

   • Control which fields can be edited

   • Show Closed Statuses when Status field is selected

   • Streamline case management workflows

For example:

• Sales Inquiries: Enable rich text editor and email templates

• Technical Support: Include advanced editor and canned responses

• Customer Service: Focus on quick responses with standard templates

• Internal Cases: Enable full editing capabilities with case updates

You can start with our default configuration and then clone and customize it for specific record types as needed. This means you don't have to set up everything from scratch - just change what needs to be different.

3. New Features introduced:

• Account Domain Restrictions: We've added a new way to control which email domains and emails can be used for communication based on account settings. You'll find this feature in the Manage Email Restrictions section of E2CA configuration

• Show Closed Statuses: This new feature shows ‘Closed’ case statuses in your Status dropdown in the picklist values when you're working with cases. It automatically updates based on your Salesforce Support Settings. You'll find this option in the Personalize Case Comment Page section

• Autolink with single matched Account: This new feature automatically links new contacts to existing accounts when handling cases from non-customers. This feature helps keep your data organized by connecting new contacts to the right accounts based on their email domains.

• Disable Public file links: We've added new controls for managing public file links in your cases. This feature lets you either completely disable public file links or set them to expire automatically after a specific time period. You'll find this option in the Manage Public File Links section

• Set Preferred Channels: We've added a new way to customize how you view your case communication timeline. This feature lets you choose which types of communications you want to see, making it easier to focus on the information that matters most to you.

4. Making Configuration Easier

We've also improved how you manage these settings:

• All record type configurations are in one convenient location

• You can copy settings from one record type to another(Clone option)

• The changes can be saved and tested before going live

• Each feature can be turned on or off independently for different record types

Benefits for Your Team

This new approach offers powerful advantages for organizations with diverse support needs:

Improved Team Efficiency

• Each department can have its own optimized workflow

• Teams can handle cases according to their specific processes

• Support agents see only the relevant tools and information

• Automated processes can be customized by department

Better Customer Experience

• More relevant automated responses

• Faster routing to appropriate teams

• Consistent handling of similar cases

• Department-specific knowledge suggestions

Enhanced Security and Compliance

• Stricter controls for sensitive case types

• Custom file sharing rules by department

• Specific watcher lists for confidential cases

• Controlled access to case information

Streamlined Communication

• Department-specific email templates

• Customized notification rules

• Team-specific collaboration tools

• Relevant stakeholder involvement

To start using record type-specific settings:

1. Go to "Manage Record Type(s) Configuration" in E2CA

2. Choose which record types you want to customize

3. Enable the features you need for each type

4. Configure the settings to match your team's needs

5. Test the configuration with sample cases

Technical Requirements

• Salesforce Enterprise Edition or higher

• Lightning Experience enabled

• Standard Email-to-Case functionality

Support and Documentation

We've made sure you have all the help you need:

• Detailed documentation is available within the app

• Each feature has contextual help via "Learn More" links

• Our support team is ready to help with any questions

• Configuration guides are available for complex setups