2016 is the 10 year anniversary of the Salesforce IdeaExchange. We love to solve Salesforce puzzles for our clients by developing applications and cleaning up messy Salesforce orgs left behind by other consultancies. Therefore we resonate with the opportunity that Salesforce provides thru both Success Communities, Ideas, and Known Issues, to highlight things that can be improved. It’s a chance for any registered Salesforce Community member to report, vote, and comment on the greatest Customer Success Platform in the world! We’ve identified four things we think need the Salesforce Community’s attention.
1. Process Builder: Evaluate Assignment Rules for New Records Workflow
UNDER POINT THRESHOLD
“Currently when using Process Builder to create a new record such as a case, Assignment Rules are not evaluated after the case is created. Therefore, we have run into issues where cases are assigned to the user that caused the process to kick off, instead of the User that we have designated should be the owner using assignment rules. In order for assignment rules to apply we have to manually edit the case which makes it difficult to truly automate the creation of a record (case).” - Rachel Kjos
Comments From The Lab Coats
It's frustrating that Process Builder is so dynamic yet is missing such a critical component. Assignment rules are not adhered to when manually creating a lead or case from the lightning console either. These factors often make it difficult to automate process around assignment rules without using code. - Rachel Zelkina
This idea would fill a critical gap in Process Builder functionality, and enable the next level of process automation. When Salesforce customers have put a lot of effort into automating actions with Process Builder, it is a significant limitation when those actions don’t trigger assignment rules belonging to those objects. - Alex Sutherland
Vote It Up Here
2. Allow users to Edit Case Comments in the Salesforce1 Case page related layout
UNDER POINT THRESHOLD
“Now that users can Edit case comments without needing "modify all data" permission, extend this to the SF1 related list on the Case layout. There are other ideas out there for needing the "Ability to create case comments in Salesforce1" which is a problem as well but there is a backup plan by using a quick action I believe. So view & create are somewhat workable (even though view no longer shows the entire comment for longer comments). Need the ability to click the comment to get to detail page to see full comment and edibility.” - Mike Katulka
Comments From The Lab Coats
My background in Salesforce began in support, and I can tell you edit functionality was a huge feature addition when it came out. This functionality is critical to getting users to adopt SF1 for service functionality. Without the capability to edit their comments, users will either not use them at all, or create multiples, neither of which is desirable from a data accuracy viewpoint. - Richard Tuttle
Case Comments are an integral part of the support process for many Service Cloud customers, especially ones that have implemented Communities. These customer want to be able to run their entire support process from their mobile devices, but the inability to easily and fully create, view, and edit Case Comments really hinders them from doing so. - Alex Sutherland
Vote It Up Here
3. Page Layout Comparison
UNDER POINT THRESHOLD “I would like a way to see what the differences are between two page layouts in terms of content. I don't care about order or arrangement - I just want to see which fields are displayed on one page vs another. This could work like a text comparison feature. For example: Layout 1 +Field 4 +Field 6 Layout 2 +Field 1 +VF Page A The interface could be exactly like the Merge Accounts feature. It would be even better if you could select a component that you want to add or remove from this interface.” - Chris Whiffen
Comments From The Lab Coats
Runaway page layouts are a common issue through Salesforce environments. Condensing the number of page layouts can be more like a chopping block instead of a measure and thoughtful approach. Any comparison tool would be useful to analyze an organization and make any necessary updates to the page layouts. It could prove to be useful in other ways too, like highlighting the different fields available on page layouts for a security review. - Matt Sherman
My insightful friend Chris Whiffen has identified a key need for Salesforce administrators and business analysts - easily identifying the differences between page layouts. Most Salesforce enterprise customers have a host of page layouts, and it is very difficult to track which components are on which layouts, and figure out what layouts can be consolidated or retired. This functionality doesn’t need to be very complex, it just needs to be accurate and available! - Alex Sutherland
Vote It Up Here
4. Include List Views on Custom Settings Object Definition
UNDER POINT THRESHOLD
"We use Custom Settings and Custom Metadata Types to store various configuration properties in our projects. For AppExchange Apps, it’s not uncommon to have several handy List Views to quickly filter the Custom Setting and Custom Metadata Type records for ease of access and finding the records you are looking for. However, these are only useful in the packaging or patch org you create them in. Unlike List Views for standard/custom sObjects, they don’t appear as a component able to be added to the package. This would be of benefit for customers accessing unprotected settings or App support logging in through the LMA where they currently need to re-create the views.
Reproduction:
Create a new Custom Setting
Create a List View for that Custom Setting
Create a new package (unmanaged is fine)
Use the “Add Components” button and observe that your Custom Setting List View isn’t present
Workaround:
None - need to manually recreate them in each org, as or when needed." - Alex Sutherland
Comments From The Lab Coats
Custom Settings are an important and versatile capability in the Salesforce platform, and are heavily used by AppExchange partners and enterprises alike. List views really help guide admins to find the Custom Setting records they need to manage. It is a very important to be able to package and deploy these list views to maximize user experience and reduce support overhead. - Alex Sutherland
Vote It Up Here
We look forward to highlighting other ideas and issues that catch our attention in celebration of the Salesforce IdeaExchange 10 year anniversary! Share yours with us on Twitter at @CRMScience.
