Email-to-Case is a powerful feature of Salesforce that allows businesses to efficiently handle customer service requests sent via email. With Email-to-Case, incoming emails are automatically converted into new cases within the Salesforce system, making it easier for support teams to manage and respond to customer inquiries.
The on-demand Email-to-Case service forbids emails greater than 25 MB and keeps email traffic outside of your network's firewall.
Features and advantages of Email-To-Case
1. Automatic Case Creation:
Using Email-to-Case, new Salesforce cases are created out of incoming emails. Businesses may handle consumer questions more effectively because manual data entry is no longer needed.
2. Customized Email Routing:
Using Email-to-Case, firms can create specific email addresses that are used to forward client inquiries to the right support group or agent. As a result, response times are sped up and requests are handled by the most qualified individual.
3. Case Assignment Rules:
Based on specified criteria like product, priority, or geography, Email-to-Case can be customized to automatically assign cases to particular support agents or teams. This increases overall efficiency and ensures that consumer inquiries are addressed by the appropriate personnel.
4. Email Attachments:
Emails that contain attachments can be automatically added to cases, allowing support agents to access all relevant information in one place.
5. Email Notifications:
Email-to-Case can be set up to automatically alert clients of the progress of their requests by sending them emails. This enhances client satisfaction while lowering the volume of follow-up questions.
Email To Case Setup In Salesforce
Let's go over the Step-by-Step procedure for configuring Email-To-Case in Salesforce
1. Enable on Email-to-Case
To use email to case in Salesforce, we must first enable it from the setup. The steps to enable the email to case are as follows:
Go to setup and enter email-to-case in Quick Search.
Then click on Email-to-case
Click on the Edit Button
Select Enable Email-To-Case and On-Demand Service then click on Save.
Click on save
2. Set Routing Addresses for Email-to-Case
You will find the Routing Addresses section at the bottom of the same email-to-case page.
Click on the New button for configuring the routing address.
Provide all required information and configure case settings then click save.
After clicking the save button it will send a verification email to the email address provided in the email address.
After clicking on this verification link your email will be verified and provide a new email address.
3. Setting Forwarding Rules
To ensure that every email we receive on shiv.avenoir.ai is transferred to the Salesforce-generated email, we must now set forwarding rules.
Go to your email and then click on setting
Click on the Forwarding and POP/IMAP tab and then click on the “Add a forwarding address” button.
Now add the email address generated by salesforce then click on Next and then click on Proceed.
A verification number is delivered to the Salesforce Email-To-Case address once you click the Proceed button. Then Salesforce will generate a new case. Copy the confirmation code and open the Salesforce case.
Open the Salesforce case and copy the confirmation code
Paste the confirmation code here
4. Test email to case functionality
Now you are all set. Any email sent to the email address configured in the routing email address will create a new case in Salesforce.
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Blog Credit:
S. Chaudhary
Salesforce Developer
Avenoir Technologies Pvt. Ltd.
Reach us: team@avenoir.ai
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