#Customer Service8 personnes en discutent

Hi Allen,

The most common issue with values like Extreme / High / Moderate / Low is that they are subjective—what an agent considers "Moderate," an agitated customer might call "Extreme."

In ITIL and customer support operations, the gold standard is to tie Impact directly to scope and scale (who/what is affected), while leaving Urgency to handle time-sensitivity, and Severity/Priority to be the calculated outcome of both.

Recommended Best Practice Picklist Values for Impact

Instead of abstract adjectives, define Impact by the blast radius:

• Organization-Wide (or All Users): Critical infrastructure or service is down for every user; company-wide halt.

• Multiple Users / Department: A whole team, branch, or customer segment cannot perform critical work.

• Single User / Individual: Only one person is blocked, or the issue is localized to an individual machine/account.

• Minor / Informational: No operational disruption; cosmetic glitch, typo, or general inquiry.

The Standard Matrix Formula (Impact + Urgency = Priority)

When you define Impact by scope, you can automate your Case Priority (or Severity) using a formula or Flow matrix:

Key Operational Tips

• Use Field Help Text: Add clear definitions right under the field (e.g., "Select based on the number of users or business functions blocked").

• Don't let agents guess Priority: Let the agents evaluate the objective facts (Impact = How many people? Urgency = Is there a workaround / deadline?), and let the system calculate the SLA/Priority automatically. This removes emotional bias from case triage.

Hi, 

The search behavior for Ideas can be confusing because the documentation describes which fields are searchable, but that doesn't necessarily mean every search interface indexes comments in the same way. 

If a word is added only to an Idea comment and doesn't appear in the search results, I'd test the same word in the Idea Title and Description

first. If those return results but the Comment does not, it would suggest the Community/Ideas search isn't indexing the comment content as expected. 

Since this is from 2012, there may also be differences between the Help documentation and the specific Ideas/community implementation or release. 

If you can provide the exact search screen you're using (Sidebar, Advanced, or Global) and an example Idea, it would help narrow down which fields are actually being searched.

Hi Amy,

If you’re referring to the standard Ideas

functionality, the comments are displayed in chronological order, with the newest comments appearing at the bottom. There isn’t a standard setting to reverse the order so the most recent comment appears first. 

If having the newest comment at the top is important, it would require a custom solution, such as a custom Visualforce page/component that queries and displays the Idea comments in descending date order.

Hi ChinaSupport, 

This is usually caused by the batch file using a relative path to process.bat or to the Data Loader files. When you run it from the Data Loader installation folder, Windows can find those files, but it cannot when the batch is launched from D:\New Folder.

Use the full path to process.bat, or change the working directory before calling it. For example:

@echo off
cd /d "C:\Program Files\salesforce.com\Apex Data Loader 20.0"
call process.bat

Alternatively, use:

call "C:\Program Files\salesforce.com\Apex Data Loader 20.0\process.bat"

The call command is important when invoking another .bat file. 

If your process.bat references other files using relative paths, changing to the Data Loader directory with cd /d is generally the safer approach.

I solved it! Turns out my data category groups were (embarrassingly) inactive, which is why the import kept failing. 

As well as that, I discovered that you actually have to have a HTML file to import the value of any rich text field. 

Anyone struggling with this, I would suggest following the steps shown in the slide deck on this article (https://www.asagarwal.com/step-by-step-guide-to-importing-articles-in-salesforce-knowledge/) as closely as you can in a dev org, and make sure that your category groups are active!!!