Sanika Bhagwat Head of Customer Service Operations

Current behavior: 1. Whenever a user is in a queue view, they work with “Cases available to work on” view. 2. Now, when I pick this case, as expected it goes away from this view and I can then see the case in “Cases I am working on view”. 3. This is not very efficient, because a user has to keep shifting between views, unless they are working with “All items” or “All cases in selected queue” view. Makes sense when multiple items are being picked at once. Our wish: Can we make it possible to directly open the record (email/case) when a user picks it up (just one item), instead of picking it, changing view, then again opening it? We could have a scenario where you would have one behavior if you only pick one item and a different when picking multiple – that would make sense. And likely a setting to control this behavior.

Can we have the pop-up box for email to case convert customizable? We would like subject field to become mandatory for us which is mandatory on the case form for us.

Today when manually adding a case to a queue (private queue), we need to do an unnecessary step. 1. Click "Add to queue" 2. Enter the queue name in the lookup field This however doesnt directly select the queue name 3. I need to then change the view to "Active queue" 4. Then the queue name I entered in step 2 is available to be selected. Step 3 seems unnecessary to me. Can this be skipped?

Opening attachments in email is really cumbersome. 1. I have to click on the attachment 2. It opens a new window with the link in it. 3. I have to again click on the link to open the attachment. 4. The file will then be downloaded to my desktop and then I need to open it to view it. Is there any way this can be simpler? Probably open it in the browser itself?

We have a lot of new customers/contacts contacting us with requests. We dont want to create new accounts, but rather just create a contact, passing through the lead to sell process, qualify and then create an account. Thus we create a case against a contact, using Customer field to select a contact. The case is then converted into a lead, which then is qualified, and turned into a prospect account. When this is done, we cannot see the associated cases towards the contact (now associated with the new prospect account) on the "Recent cases" grid on the account form. A user needs to open it to see if there is any case. A customer service needs to know if there is any open case that was active for the contact.