#Service Cloud83 discussing

Hi @Kamlesh Regar

Checking back through our documentation - I can see that we did receive the same error you have detailed. However, we were receiving the error 100% of the time - though you have reported to be inconsistent, so I am not sure if the same issue will resolve. 

We made 2 changes at the same time and resolved the error so I also could not be confident if 1 of these changes would have resolved or it needed both changes. 

We had originally added the salesforce provided script in the head tag instead of the body tag.  The script has now been moved into the body tag. 

We needed to add the site domain into the "Trusted URL" option within setup menu.  After adding the URL, it was essential that we needed to set the "frame-src" checkbox option to "true"   

I am not very confident in this area of front end setup, so I really hope this can help solve your issue!

Yes here is how you do it:

1). Use DataLoader and export all of the 'ContentDocument'

2). In the CSV file that gets extracted, look for the 'LATESTPUBLISHEDVERSIONID' Column

3). Add another column to the Excel file on the right of 'LATESTPUBLISHEDVERSIONID' and use the formula =CONCATENATE("URL",R2)

Basically what we are trying to do is fill this next column with urls like : 

https://YOUR_INSTANCE_URL/sfc/servlet.shepherd/version/download/LATESTPUBLISHEDVERSIONID

So at the end of it all you should have rows and rows that look like this:

https://YOUR_INSTANCE_URL/sfc/servlet.shepherd/version/download/SOMEVERSION

https://YOUR_INSTANCE_URL/sfc/servlet.shepherd/version/download/SOMEVERSION

https://YOUR_INSTANCE_URL/sfc/servlet.shepherd/version/download/SOMEVERSION

https://YOUR_INSTANCE_URL/sfc/servlet.shepherd/version/download/SOMEVERSION

https://YOUR_INSTANCE_URL/sfc/servlet.shepherd/version/download/SOMEVERSION

Now all you have to do is get a chrome extension called 'TAB SAFE' which is listed here: 

Tab Save (google.com)

And whatever block of urls you put there, it will down load all of the files. 

If you dont like dealing with excel and are more excel savvy, you can write custom Apex to export the URL's. As long as you can copy paste those URL's in that Chrome extension, it should be able to download all those files.

Let me know if this works for you.  

Short answer: no - native Case Escalation Rules only let you pick 0 or 30 minutes for 'Age Over' (you enter the hours, then choose 0 or 30 from the dropdown). Custom values like 12 or 20 minutes are not possible there; it is a fixed platform limit. 

For minute-precise escalation, use one of these instead: 

1. Record-Triggered Flow with a Scheduled Path (easiest): add a scheduled path set to run, say, 12 or 20 minutes after your date/time field (or after the case is created / meets criteria), and put the escalation action - reassign to a queue, send an email, update a field - in that path. Scheduled paths accept any custom minute value. 

2. Entitlements + Milestones (the full SLA framework): 'Minutes to Complete Milestone' accepts any number, and Milestone Actions fire at exactly that time - ideal if you are tracking support SLAs. 

Go with the Flow scheduled path if you just need custom timing; use Milestones if you want a proper SLA model on Cases. 

If this helps, please mark it as the Best Answer so it helps the next person - thanks 🙂

One important nuance to add to Kundan's answer, because this trips people up on Cases specifically: 

Bounce Management (Setup > Deliverability) flags the Contact/Lead/Person Account record, not the Case. Even with it enabled you will not get a bounce badge on the Case's email message itself, and 'Return bounced emails to sender' delivers the bounce notice to the sending user's own inbox, not onto the Case timeline. It also only kicks in reliably when the recipient resolves to a Contact/Lead/Person Account email, a free-typed typo address that matches no record can bounce with nothing flagged in Salesforce at all. That is most likely why your typo case showed nothing. 

How OOO replies and bounce (NDR) messages actually behave: they are just inbound emails sent back to whatever From/Reply-To you used. If you send from the Case using your Email-to-Case routing address, those replies DO come back into Salesforce, but by default they usually create a brand-new Case rather than attaching to the original, unless threading matches them up (Lightning header-based Email-to-Case threading, or the legacy Ref ID token in the subject/body). So the first thing I would check: search for Cases created from the mailer-daemon or the recipient's mail server around that time. Your OOO and bounce messages are probably sitting there as separate cases. 

If what you actually need is a reliable per-message 'did this bounce?' status shown on the Case, native Case email sending does not expose that. For that, route sending through an external email service/relay that reports bounces via webhook (e.g. SendGrid, or Email Relay with a mail server that returns delivery status), or use Marketing Cloud / Account Engagement for tracked sends. Those give true delivered/bounced status per message. 

Quick checklist: 

1. Setup > Deliverability: Bounce Management ON (flags Contact/Lead recipients). 

2. Confirm you are sending with the Email-to-Case routing address as From/Reply-To so replies return to Salesforce. 

3. Verify Email-to-Case threading (Lightning threading or Ref ID) so OOO/bounce replies attach to the original Case instead of spawning new ones. 

4. For guaranteed per-message bounce status, use an external relay with bounce webhooks or MC/Account Engagement. 

If this helps, please mark it as the Best Answer so it is easy for the next person to find. Thanks :)