Salesforce Email-to-Case

Email-to-Case in Salesforce allows us to generate a case automatically when a customer emails in. (generally on support email). It also populates some case information automatically saving manual effort.

Salesforce Email-to-Case should be used when you have one or more support email addresses which agents handle manually. We can configure more than one Email-to-Case channel if our organization has multiple support email addresses & processes. There are 2 methods to implement it:

Email to Case:

It uses an agent on the machine behind the organization’s network firewall.

On-Demand Email to Case:

It uses Apex email services to convert email to cases without having to install an agent behind an organization’s network firewall.

Enable Email-to-Case to start accepting emails that will be converted in cases. If we select On-Demand Email-to-Case there are 3 options that can occur in failure of response:

Bounce Message

The email service returns the message to the sender or to the Automated Case User for On-Demand Email-to-Case, with a notification that explains why the message was rejected.

Discard Message

The email service deletes the message without notifying the sender.

Requeue Message (Over Email Rate Limit Action Only)

The email service queues the message for processing in the next 24 hours. If the message is not processed within 24 hours, the email service returns the message to the sender with a notification that explains why the message was rejected.

Routing address specifies email ids from which the emails need to be converted as cases. There can be more than 1 routing address for an organization. After verifying the email id in the routing address Salesforce provides an Email Service Address on which we can get emails that will be converted in cases for our organization.

Note:

Salesforce will automatically relate the contact and its associated account to the case if the from email id matches the email id from any of the contact record’s email id.

Let’s head on to Escalation Rules.