Limitations

Email Response Console limitations

Relies on case view override

The case view override is a global override, this means the ERC app is not totally friendly for non ERC users

Only one Reply-To email address

All email sent from the ERc app will have the same, configurable "reply to" email address.

Enhancement is planned for v3

Only English, mono-lingual Knowledge is supported

If your Salesforce Knowledge is not configured for English content, or is configured for multilingual support, then ERC will not work

Support of multi-lingual KB is planned for v3

Only KB articles available in the PKB channel are searched

Only articles available in the PKB channel are searched. If you give access to Knowledge to your customers only through the customer portal, then ERC will not work.

Configurable support of different channels is planned for v3

ERC agents cannot re-assign cases (nor sending them back to the queue)

...

ERC agents cannot close cases without sending an email (“spam” management)

Agents can only change the status of the case when sending an email.

_Enhancement is planned for v3

File attachments are not supported

File attachments are not supported in the current custom email publisher.

Optional use of the standard email publisher (which supports file attachments) is planned for v3

Article inline display uses a generic template that is very simple

If you require more sophisticated display of articles, then you have to develop your own article template (Visual Force based)