Contents
How does Salesforce determine email to case?
‘From’ field email address is matched with Contact’s email address
- The Email-to-Case logic will query all the Email fields on the Contact object, including Standard and Custom Email fields.
- Upon finding a match in any of the email address fields, Email-to-Case will assign the Contact to the new Case.
How do I activate my Email to a case?
Note Before you can enable and configure Email-to-Case, download and install the Email-to-Case agent onto your local machine….
- From Setup, enter Email-to-Case in the Quick Find box, then select Email-to-Case.
- Click Edit.
- Select Enable Email-to-Case .
- Configure your Email-to-Case settings.
- Click Save.
When to create a case from an email?
The application creates a case only if the case is resolved earlier than the duration you specify. If the incoming email is related to a case resolved later than the specified duration, the application only associates the incoming email with the existing resolved case; a new case won’t be created.
What are the benefits of email to case?
One of the coolest features of Email-to-case is that a customer can reply to your support email alias, and as long as the Case Thread ID is somewhere in the email, then that email will update the existing Case (rather than create a new case).
What does email to case mean in Salesforce?
Email-to-case is an out of the box Salesforce feature that allows your end customers to send an email to an alias, then have that email turned it to a support case. If you provide support to your customers, you might have something on your website that says “ Need help? Just send us an email [email protected] ”.
How to create a new case in outlook?
Contact your system administrator. go to Settings > Service Management Select Automatic Case Creation Rules. To create a new case creation rule, select New.