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            Merge Fields for Cases

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            Merge Fields for Cases

            The list of available email template merge fields in the Salesforce Merge Language depends on the type of data that you’re working with. Most of the merge fields for cases correspond directly with a case field.

            Required Editions

            View supported editions.

            To reference the contact or account associated with a case, use the relevant contact or account merge fields. The available merge fields vary by Salesforce edition.

            In Lightning Experience, you can insert merge fields as plain text in the email publisher. Keep in mind that merge fields resolve only on preview and send.

            This table explains the more advanced merge fields that represent values derived from processing a case record.

            Field Merge Field Description Works in Lightning Experience
            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.

            		 No
            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
            		 Yes1
            Last Case Comment Case.Last_Case_Comment The description of the most recent comment to be created on a case. No
            Solution Attachments Case.Solution_Attachments Attachments for the case solution. No
            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. Yes
            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. Yes
            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. Yes
            Suggested Solutions Case.Suggested_Solutions

            Links to the subject and description of each suggested solution that can help customers solve their issues.

            Sending mass emails using templates with the suggested solutions merge field can take several minutes and isn’t recommended.

            		 No
            Case Thread Id Case.Thread_Id

            A unique identifier for the case email thread in Email-to-Case with Ref Id threading. If you are using Ref Id threading, Salesforce recommends that you transition to Lightning threading.

            The thread ID is a unique string, such as [ref:_DV0Txx._500V0U9YB:ref]. By default, it’s added to both the subject and body of case emails. In the body, the default location is at the end of the body. Use this merge field to position it elsewhere.

            		 Yes
            Case Thread Token Case.Thread_Token A unique identifier for the case email thread in Email-to-Case with Lightning threading. The thread token is a unique string in the case email, such as [thread::nYPXg5GyOvy0OZjpyhig6zw::]. It can be added to both the subject and body of case emails. In the body, the default location is at the end of the body. Use this merge field to position it elsewhere. Yes2

            Notes on Merge Fields for Cases

            • Email Thread—This merge field works in Lightning Experience when inserted as plain text. However, it doesn’t work in email templates.
            • Case Thread Token—This merge field is supported in Lightning Experience only.
            • Merge fields for entitlements on cases—Merge fields for entitlements on cases aren't supported. For example, if you add the Entitlement Name {!Case.Entitlement} merge field to an email template, the field is not populated on the template.
            • Merge fields for Email-to-Case or On-Demand Email-to-Case—If you have enabled Email-to-Case or On-Demand Email-to-Case, you can create email templates that support reps can use to respond to case emails. These templates can include merge fields that display information from the original email in the response.
            • Merge fields for Web-to-Case—To reference the name, email, phone, or company of the customer who submitted an online case with Web-to-Case, use the relevant {!Case_OnlineCustomer...} field.
            • Recipient merge fields—When using Lightning Experience templates and case automation, this merge field behaves differently than it does with Salesforce Classic templates. External users aren’t supported as recipients, and these users don’t receive emails.
             
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