|Articles as PDFs||Case.Articles_as_PDFs||Articles associated with the case converted to PDF attachments.|
In the Emails related list on the case detail page, users can click Send an Email and choose a template containing this merge field. The attachments can be previewed or deleted before the email is sent.
|Email Thread||Case.Email_Thread||A thread of all emails where the case contact is a sender or recipient (To, CC, or BCC). The emails are listed in reverse chronological order so the most recent emails appear at the top of the thread. The thread inserts the text version of the emails. You can’t use this merge field in Visualforce pages.|
The limits for the email thread are:
- Maximum number of emails: 200
- Email body truncation size: 32 KB
|Last Case Comment||Case.Last_Case_Comment||The description of the most recent comment to be created on a case.|
|Solution Attachments||Case.Solution_Attachments||Attachments for the case solution..|
|Solution Description||Case.Solution_Description||The details of the solution associated with the case. If more than one solution is associated with the case, the description of each solution appears in a list..|
|Solution Subject||Case.Solution_Subject||The title of the solution associated with the case. If more than one solution is associated with the case, the title of each solution appears in a list.|
|Solution Subject and Description||Case.Solution_Subject_and_Description||The title and details of the solution associated with the case. If more than one solution is associated with the case, the title and description of each solution appears in a list.|
|Suggested Solutions||Case.Suggested_Solutions||Links to the subject and description of each suggested solution that may help customers solve their issues.|
Sending mass emails using templates with the suggested solutions merge field can take several minutes and isn’t recommended.
|Case Thread Id||Case.Thread_Id||A unique identifier for the case email thread in Email-to-Case. The thread ID is the unique ID of each case email, such as [ref:_DV0Txx._500V0U9YB:ref]. By default, the thread ID is added to both the subject and body of case emails. The default location for the thread ID is at the end of the body. Use this merge field to position it elsewhere in the body.|