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Hello. We have Cases created from emails, and when we export a Case report, the Description field only contains the body of the first email that created the Case. Later customer replies are not included, even though they can be viewed as related email records within the Case.
Is there a standard way to include the latest email body or all EmailMessage records related to each Case Number in a report? We need the updated conversation because delivery date changes, rescheduling requests, and urgency information may appear after the initial email. The user can manually view these email records but does not have administrator permissions.
I hit the same wall, because the Case Description only keeps that first email. What worked for me was reporting on EmailMessage itself instead of trying to force everything into a Case report. I filtered on incoming messages, grouped by the parent Case, and sorted by message date so the later replies showed up in order. I kept that report next to the Case export, and that pairing finally gave me the delivery and rescheduling updates that were missing before.
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How can we ensure that case SLAs, including entitlements and milestones, are calculated based on each customer's local business hours, given that our customers are located across multiple time zones worldwide?
Hi Shruti,
The key mechanism: Business Hours in Salesforce is its own record type (Setup â Business Hours), and each one can be set to a specific region/timezone. Entitlement Processes and Milestones both have a Business Hours field, but they follow a documented fallback hierarchy: if a Milestone doesn't specify its own Business Hours, it uses the Entitlement Process's Business Hours; if the Entitlement Process doesn't specify one either, it falls back to whatever Business Hours is set directly on the Case record.
That fallback is exactly what makes a single entitlement process work across time zones â official guidance explicitly notes you can "use the same entitlement process for cases with different business hours" by leaning on this.
Recommended setup:
1. Create one Business Hours record per region/timezone your customers are in (e.g., "US Business Hours," "EMEA Business Hours," "APAC Business Hours"), each with the correct local hours and timezone.
2. Add a field on Account (or use an existing region/timezone field) that identifies which Business Hours applies to that customer.
3. Set Case.BusinessHoursId automatically based on the Account's region â via a before-save Flow on Case create, or an Assignment/Escalation Rule, pulling the correct Business Hours record from the Account.
4. Leave Business Hours blank on the Entitlement Process and on individual Milestones. That way, one entitlement process/milestone set serves every customer globally, but each case's SLA countdown runs against the Business Hours actually assigned to that case â so milestone targets, warnings, and violations are all calculated in the customer's own local business hours automatically.
One caveat worth flagging to your team: time-triggered milestone actions (warning/violation emails, field updates tied to a time trigger) don't honor business hours â they run on a flat 24-hour clock regardless of the case's assigned Business Hours. Only the milestone Target Date/Time Remaining calculations themselves respect business hours, not the triggered actions around them. If your warning/escalation emails need to also respect local hours, that logic needs to be built separately (e.g., in a scheduled Flow that checks current time against the case's Business Hours before sending).
Reference:
https://help.salesforce.com/s/articleView?language=en_US&id=service.customize_supporthours.htm&type=5đ Big shoutout to our incredible Forum Ambassador @Bradley Weller for an awesome deep dive on "Send Opportunity Product Tables in an Email Supporting Multi-Language"!đ Check out the article here >> https://help.salesforce.com/s/articleView?id=005460943&type=1
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Let us know by clicking the "Yes" or "No" button at the bottom of the articleâyour feedback helps us improve!> đ Found it help" style="display: block;" /> #Flow
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đ Big shoutout to our incredible Forum Ambassador & Salesforce MVP @Ajaypreet Singh Saini for an awesome deep dive on "Display Record URL as a hyperlink in Chatter post using flow"!đ Check out the article here >> https://help.salesforce.com/s/articleView?id=005460491&type=1
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When case is created from Email-to-Case, a task is getting created automatically for each reply to that Email in Email tab in the Case. How to disable creating tasks for this activity? I've tried below solution: 1. In Email-to-Case configuration, create tasks is unchecked. 2. There is no setting for Disable Email Logging as Tasks in Activity Settings 3. There is no automation (Flow/Process Builder) or Apex which is creating tasks. Still tasks are getting created. 4.Enhanced Email is enabled. Please provide some insights to disable creating tasks on outbound/inbound email on the Case.
For teams handling technical customer-service processes, resources such as industrial service resources can provide useful context around structured workflows.
If Create Tasks is already unchecked and thereâs no Flow, Apex, or Process Builder involved, check the Taskâs Created By, creation time, and related EmailMessage record. This can help identify whether the Task is being generated by Enhanced Email or another installed component. Also review the Email-to-Case and Enhanced Email settings together to isolate the source.