Sam Mohyee - 1 year ago
Here's an obvious need for anyone working with email-to-case setups:
User has a list of open cases, and is maintaining email correspondence from within those cases. User wants to be able to tell at a glance which cases in her list have a new email she needs to read - without having to click into each case individually to check.
Obvious solution: roll up the most recent email's Status value to a case field and display that as a column in the list view.
Salesforce's current design prevents this from happening. SF's own proposed solution is to generate tasks whenever a new email is recieved, and rely on the task list. But this is unhelpful for managers who want to see the status of cases for their teams.