#Systems Administrator26 personnes en discutent

Global search looks through all the fields a user can see, so there is no setting to limit it to just email and phone. If agents do not need to see state or address at all, remove read access to those fields in field-level security and they will stop appearing in search. If agents need to see those fields on the record but you only want search by email or phone, you would need a custom search screen instead of global search. A simple option is a list view with filters on email and phone that agents use instead of the top search bar.

 Hi @Akhilesh Prajapati

To improve Email-to-Case reliability and minimize the impact of routing failures, I would recommend the following approach:

1. Maintain an email backup: Configure your email server to retain a copy of every incoming support email in the original mailbox or a dedicated backup folder before forwarding it to Salesforce.
2. Configure a secondary routing option: Maintain a separate backup support mailbox or alternate intake channel. If the primary forwarding configuration fails, your email administrator can redirect incoming emails to the backup route. Test this setup carefully to avoid duplicate cases.
3. Monitor processing failures: Configure the Automated Case User's email address to deliver Salesforce Email-to-Case error notifications to a monitored internal mailbox or distribution group.
4. Enable error notifications: In Setup, navigate to Feature Settings → Service → Email-to-Case and review the option to notify senders about processing errors.
5. Test the Salesforce routing address directly: Send a test email to the generated Email Services Address. If a case is created, investigate the external email forwarding configuration. If no case is created, check the Automated Case User's permissions, record types, validation rules, Apex triggers, and Flow automation.
6. Implement monitoring: Use email-platform monitoring to alert administrators when forwarding rules change or message delivery fails. You can also periodically send test emails and verify that corresponding cases are created.
7. Establish a recovery procedure: During an outage, preserve affected emails and create or resubmit cases after the issue is resolved. Before replaying messages, check whether a case already exists to avoid duplicates.

Salesforce documentation:

• Troubleshooting Email-to-Case: https://help.salesforce.com/s/articleView?id=000384980&language=en_US&type=1
• Email Retention and Error Prevention: https://help.salesforce.com/s/articleView?id=000387063&language=en_US&type=1
• Email-to-Case Forwarding Guidelines: https://help.salesforce.com/s/articleView?id=service.customizesupport_forwarding_guidelines.htm&language=en_US

For a production environment, I would prioritize retaining inbound emails, monitoring processing errors, and documenting a tested recovery procedure before implementing a more complex failover solution.

I hope this helps! If you find this answer helpful, please select it as the Best Answer. 

Thanks, 

Deepak Sachdeva 

Nubys Technology Pvt. Ltd.

Hi @Akhilesh Prajapati

This is Account Engagement (Pardot) territory. The infinite spinner on 

Account Engagement Settings → User Management → Users is a known symptom pattern, almost always tracing back to the Salesforce↔Pardot connector/session layer rather than an actual "Users" bug. I checked the linked community thread it has 0 replies, so no prior resolution to build on there.

Here's the diagnostic order I'd work through, most-likely-cause first:

1. Check Connector authentication statusGo to Account Engagement Settings → Connectors and check the Salesforce connector's status. If it shows an auth error (commonly surfaces as Pardot API Error 184 authentication failure), that alone is enough to hang User Management, since that page pulls live data through the connector session. Reauthenticate the connector user if it's broken.
2. Confirm the connector user still has correct accessThe user account the Salesforce Pardot connector runs as needs an active Salesforce license, System Administrator (or equivalent) profile, and the Account Engagement Administrator role in Pardot. If that user was deactivated, had their profile changed, or lost the Pardot role assignment, the connector silently fails and pages like this spin forever instead of erroring cleanly.
3. Rule out browser-side blocking (very common cause)Account Engagement Settings loads inside a Salesforce Canvas app (an iframe calling out to Pardot's API). Third party cookie blocking (Safari/Chrome privacy settings), ad blockers, or browser extensions frequently break this silently. Test in an incognito/private window with extensions disabled, and try a different browser entirely before assuming it's a config issue.
4. Check Session Settings for Clickjack Protection / IP restrictionsIn Salesforce Setup → Session Settings, aggressive Clickjack Protection settings or 'Lock sessions to the IP address from which they originated' can block the Canvas iframe from completing its callout. Also check Login IP Ranges on the connector user's profile if Pardot's servers aren't whitelisted, the callout can hang rather than fail visibly.
5. Check for multiple Business UnitsIf this org has more than one Account Engagement Business Unit, User Management can hang if the specific Business Unit context is ambiguous or misconfigured for the logged-in user. Confirm which Business Unit the affected admin is scoped to, and that their Salesforce profile maps correctly to it under Business Unit Setup.
6. Escalate to Salesforce Support with the network traceIf all of the above check out, open a case with Salesforce Support (this is a Pardot/Account Engagement product issue, not something fixable via Apex/Flow/config alone). Capture a browser dev-tools Network tab trace of the failed page load first the failing XHR call to Pardot's API will usually show the real error code even though the UI just shows a spinner.

Quickest first move: step 1 (Connectors auth status) and step 3 (incognito/different browser) these two catch the majority of real-world cases of this exact symptom. If the connector shows green/authenticated and it still hangs in a clean browser, jump to step 4 (Session Settings) before assuming it needs a Support case.

I hope you find the above information helpful. If it does, Please mark it as Best Answer to help others too.

Hi Nancy, 

(or vice versa) for an existing field. 

Go to Setup → Object Manager → Your Object → Fields & Relationships → Your Field 

Click Edit 

You'll see the picklist is tied to a Global Value Set — there is

here to detach it and switch to manual values. This choice is locked in at field creation and isn't editable afterward. 

@Nancy MagalhaesOne limitation I’d consider is the underlying data model: the native Relationship Map is primarily account/contact relationship-focused, so a true side-by-side “customer org + our internal org” hierarchy is difficult to maintain dynamically.

If this is a recurring sales use case, I’d model the internal stakeholders and customer contacts as related records with an explicit relationship type (Decision Maker, Executive Sponsor, Account Owner, etc.), then surface those relationships through a custom LWC. That would keep the visualization data-driven instead of relying on manually added cards, while still keeping everything inside Salesforce.