Hi,
My company is launching Lightning for everyone on October 1. We are currently going through training. Our company uses Service Cloud and email-to-case is very heavily used. We have been collecting feedback from our users who have been switching back to Classic. Most of the feedback has to do with sorting through emails on a case. In Classic, we have custom functionality with a 'Next' and 'Previous' button. This functionality allows a service rep to see the entire history of communication, including any new emails that were sent related to that case. In Lightning we had our developers make updates to make it compatible with Lightning, however the 'Next' and 'Previous' links pointed to Classic email and we were told by our developers that this 'Next' and 'Previous' functionality is not compatible in Lightning.
I wanted to ask the #Lightning Champions as well as the Salesforce Community how other Service organizations who are on Lightning and rely on mass volumes of emails deal with sorting through chains of emails to do their troubleshooting?
@Admin Group, Chicago, US @Chris Halvachs @Cassie Supilowski @Rich Englhard @Marissa Alonso @Tony Calero @Anna Li
We actually just completed a Service Console accelerator and I feel that the feed would be the best option. The problem is that there might be other emails that come in that are not part of a chain, so it might be a training issue. We are hoping to rollout the Console by the end of the year.
