Does your organization have multiple teams on Salesforce that each has unique needs?
It's certainly a topic we've heard with our Email to Case Premium customers over the years, and one of the driving factors behind our development of Variation Presets.
Out of all of the settings Variation Presets will work with, Case Fields on the New Comment page is by far my favorite.
Now instead of being limited to a single collection of fields users can update when responding to customers, the fields which display can be unique for each team. For example, perhaps your External Support team needs to update the Asset field when responding to customers, and your Internal Support team needs to update the Business Case field when responding to other employees.
Both the External and Internal teams can view and update fields that are relevant to them on the New Comment page, without seeing the fields that aren't.
Want to learn more on how to set this up? Check out this knowledge article:
