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Howard Yermish (Director, Product at Vicasso)
Mar 18, 5:46 PM

Join us tomorrow (March 19) at 1 PM ET for our livestream about Case Merge Premium, The Cost of Duplicate Cases: See How Advanced Case Merging Saves Money

. 

 

In this live event, we'll discuss why duplicate cases are created and walk you through a cost calculation you can apply to your own org. Then we will go hands-on with Case Merge Premium and demo how it works. You'll see:

  • Automatic Duplicate Detection
  • Streamlined Merge Interface
  • Zero-touch Automerge

YouTube: https://www.youtube.com/watch?v=K2dQdyW5xMI

 

LinkedIn:

https://www.linkedin.com/events/7434356528113008641?viewAsMember=true

 

 

Presented by: 

Thais Pedroso, Senior Product Manager 

Howard Yermish, Director of Product

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Howard Yermish (Director, Product at Vicasso)
Oct 31, 2025, 6:49 PM

Upcoming Push Upgrades for Vicasso Products:

Unless you opted out of receiving automatic push upgrades, we will update your Sandbox and Production orgs at 06:00 UTC (1:00 AM Eastern) on these dates:

 

3 comments
  1. Howard Yermish (Vicasso)
    Nov 1, 2025, 3:36 AM

    Case Split - AI-powered Automation (Optional Agentforce Extension)

    • Know When to Split - Alert service reps when customers add unrelated issues, and prompt them to split the issue into a separate case.
    • Smart Split - Intelligently suggests related records (such as email messages, case comments, and files, etc.) to split.
    • Case Split v4.0 and later supports the Agentforce extension, but it must be installed separately.
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Howard Yermish (Director, Product at Vicasso)
Sep 9, 2025, 5:10 PM

Salesforce is expected to make Rich Text for Case Comments generally available in the Winter ‘26 release starting September 19.

 

Advisory: Do not enable Rich Text for Case Comments (yet).

 

As pictured below in the Salesforce warning (Winter ‘26 pre-release org), you can’t disable the setting and you may encounter errors with local customizations (Flow, Apex, Experience Cloud) and apps that work with case comments.

Salesforce is expected to make Rich Text for Case Comments generally available in the Winter ‘26 release starting September 19. Advisory: Do not enable Rich Text for Case Comments (yet).

 

Vicasso identified this potential issue through our research and development process, and we are working with Salesforce to help ensure organizations have a reliable path toward enabling Rich Text for Case Comments.

 

Stay tuned and follow this post. We will provide you with updates here as we receive more information.

2 comments
  1. Thais Pedroso (Vicasso)
    Oct 22, 2025, 6:22 PM

    Winter '26 has been officially released with the fix for the above known issue, and a new version of Email to Case Premium with full rich text capabilities has been released! 

     

    Please visit our

    AppExchange listing to upgrade, ensure that "Enable Rich Text" is on, and update your email templates to use the packaged HTML fields that store rich text content, as listed in this article:

    • History Text (HTML): E2CP__History_Text_HTML__c
    • History Text Inc Private (HTML): E2CP__History_Text_Inc_Private_HTML__c
    • History Text Private (HTML): E2CP__History_Text_Private_HTML__c
    • Most Recent Private Comment (HTML): E2CP__Most_Recent_Private_Comment_HTML__c
    • Most Recent Public Comment (HTML): E2CP__Most_Recent_Public_Comment_HTML__c

     

    If you run into any issues, please contact Vicasso Support by emailing us at

    e2cpremium@vicasso.com.

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Howard Yermish (Director, Product at Vicasso)
Jul 24, 2025, 4:35 PM

You're in luck!

Thanks to some summer scheduling, our strategic solution engineer, Kristin Caldwell, has a few open slots for personalized consultations. This is a great opportunity to discuss your unique business challenges with Kristin, ensuring you get the most out of any of our AppExchange products.  

 

Don't miss out on this rare opportunity to strategize with one of our top experts – sign up now before all slots are filled!  

→

https://calendly.com/kristin-caldwell/office-hours-with-kristin

 

 

Note: If you have a quick question for support or require immediate attention, please open a case through our customer portal or support@vicasso.com. 

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Usha Thapa
Jul 8, 2025, 6:44 AM
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 answer
  1. Chad Meyer (Vicasso)
    Jul 14, 2025, 1:43 PM

    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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Thais Pedroso (Senior Product Manager at Vicasso)
Jun 10, 2025, 5:46 PM

New Case Merge Premium push upgrade tomorrow!

 

The version of Case Merge Premium pushed to Production Orgs on Thursday, June 5th, contained a license enforcement error in the Duplicate Detector component, where cases owned by unlicensed users were not visible and were unable to be merged. Please take a look at this knowledge article for more information about this behavior.  

 

In an effort to fix this issue, a new version will be pushed to all orgs (Sandbox and Production) tomorrow (Wednesday, June 11) at 1 AM Eastern Time. 

 

Please open a support case by emailing casemergepremium@vicasso.com if you have any questions.

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Angela Mullen-Smith (Salesforce Manager at ROS) asked in #Data Management
Jul 23, 2024, 8:34 AM
Data Storage - Email Messages - Any advice on reducing impact

Hi

I am looking for some advice on how other Users are handling Email Messages in their Orgs.

Our Data Storage is at 70% and 79% of that is Email Messages.

 

I wonder if there is a better way to handle the storage of these.

 

I read an article whereby someone remove the HTML and Text Body fields and puts them into separate custom fields. This seems a tremendous amount of effort and I am keen to understand other Users' experiences

8 answers
  1. Andrew Russo (BACA Systems) Forum Ambassador
    Sep 6, 2024, 12:31 PM
    Understandable, as always, the community is here to help 😊 ❤
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Thais Pedroso (Senior Product Manager at Vicasso)
May 29, 2025, 5:33 PM

New Case Merge Premium Sandbox push upgrade today!

 

A new version of Case Merge Premium (5.72) is now available on the AppExchange with two additional bug fixes and will be pushed to Sandboxes today at 3 PM Eastern Time. 

 

Production push upgrades are scheduled to begin next week, on Tuesday and Thursday, as previously announced. 

 

Have questions? Please open a support case by emailing casemergepremium@vicasso.com

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Thais Pedroso (Senior Product Manager at Vicasso)
May 27, 2025, 4:08 PM

New Sandbox round of push upgrades!

 

In preparation for the Push Upgrade to Production Orgs scheduled for next week, we will be pushing new versions of Case Flags (6.62), Case Split (3.20.2), and Email to Case Premium (9.62) with bug fixes and improvements to Sandboxes today at 2 PM Eastern Time! 

 

Please review our Release Notes and test accordingly. 

 

Got questions? Please email support@vicasso.com

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Thais Pedroso (Senior Product Manager at Vicasso)
May 15, 2025, 8:17 PM

Case Merge Premium Push Upgrade: A new version is going out tonight!

 

This morning, we identified a bug in version 5.70, where the duplicate criteria inadvertently used the "Use Case Value" option even when that checkbox was not selected. 

 

Thanks to our developers, the bug has already been fixed, and version 5.71 is now live on the 

AppExchange. It will be pushed to our customers' sandbox environments tomorrow night (5/16) at 1 AM ET. 

 

Have questions?  Email us at casemergepremium@vicasso.com to open a support case! 

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