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Customize Convert to Case dialog

  • 1.  Customize Convert to Case dialog

    SILVER CONTRIBUTOR
    Posted 29 days ago
    I'm trying to modify the user experience when a user wants to convert an email to a case. I know there is some native email to case functionality.  Additionally, I know we can do some things via Flow. That said, I have a scenario where I want users to be in control and ideally we could use native functionality to do it.  I'm wondering if there is an easy way to update this "Convert to case" functionality.  Ideally, I'd like to -

    • Make the native Convert To options be limited to Cases (omit Opportunity and Lead) 

    • Modify the fields displayed in the resulting dialog (similar to how you can presently modify the Opportunity close dialog.

    Any suggestions are welcome.  Thanks!

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    Cherish Orozco
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  • 2.  RE: Customize Convert to Case dialog

    SILVER CONTRIBUTOR
    Posted 29 days ago
    HI Cherish,

    I am open to correction here but I believe there is no way to customise the native convert to case functionality, you would have to write your own customised convert to case functionality to do this and update the ribbon to point to your customisation instead of the native functionality. We have requests to do this internally as well but the business case hasn't been strong enough to warrant progress and personally, I prefer to stay as close to out of the box where possible.

    Also: you should be able to control the availability of the opportunity and lead options with security roles, aka, remove the create option for users. If they should have this access to create both or either anyway, but you don't want them to be able to convert emails to same, then you will need to edit the ribbon using the Ribbon Workbench. There's new 1st party functionality on the way for editing ribbons which should make things a lot easier in the future but for now the Ribbon Workbench is probably the best option.

    Hope this helps,
    K

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    Kevin Harrington
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  • 3.  RE: Customize Convert to Case dialog

    SILVER CONTRIBUTOR
    Posted 29 days ago
    Thanks Kevin.  Agreed on staying out of the box where possible.  Thanks for the reminder about leveraging security roles to dictate the presence of those other convert options.  Good call. For the dialog, I was hoping to surface an additional lookup and suppress the native subject field, but the former can be filled out post-conversion and I think I'll just build out a basic subject hierarchy to handle the latter.  I appreciate the response.  Thanks again.

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    Cherish Orozco
    HITT Contracting Inc
    Falls Church VA
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