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GruposService Experience Suite 🚀Pregunta de Usha Thapa
Usha Thapa ha preguntado en Service Experience Suite 🚀
8 jul 2025, 6:44

Merged Case Comment

Hello Experts! Starting last month we have come across the limit error if the case is merged and description is merged as a case comment. This is resulting in error while sending email/ any flow sending email. Manually Copy pasting exact content works fine. Thank you in advance

1 respuesta
  1. Chad Meyer (Vicasso)
    14 jul 2025, 13:43

    Hi Usha, it looks like you have a support case open with us on this and we've been in touch. 

     

    Unfortunately it seems like this may be a Salesforce platform bug with the new Rich Text case comment functionality. 

     

    The

    Rich Text version of the comment (API name: CommentBodyRichText) has a 131K character limit. During a case merge, the CMP truncates the rich text comment to fit within that 131K limit. However, we've observed that Salesforce’s email action fails if the Rich Text Comment Body exceeds 4,000 characters, even though it's allowed up to 131K.

    In our case, the Rich Text body is only ~4K characters, and the plain text Comment Body is under 4K, so both are within their respective limits. Based on this, we believe this is a bug in Salesforce’s email action handling

    . 

     

    I'm going to have our team follow up to help you reproduce this outside of Case Merge Premium so that don't end in a finger pointing situation with Salesforce Support. And if we can't reproduce this outside of CMP, I'm going to suggest that we take the lead and open a case with Salesforce.

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