Email to case in salesforce

 Enable Email-to-case feature to Salesforce instance  

In the email-to-case setup, below two checkboxes should be enabled to activate the email to case out of box functionality.

  • Enable Email-to-case

  • Enable On-Demand Service


To create a new email to case configurations below fields are mandatory

  • Routing Name – it’s our own free text 

  • Email Address – Address of the email which we need to configure

  • Case owner –  Either an individual user or public group

  • Case Priority –  Low, Medium or High etc.

  • Case Origin – it should be Email

Once the new entry is saved on the email-to-case configuration page, the salesforce system will send a verification email to the appropriate mailbox. Once the owner of the mailbox verifies the email, the system will generate the service email address to the particular configuration.


Sample Email to case configuration


Verification email sample



Email Service address example


Test the configured Email

To verify the functionality, we can use the Email service address. Once we send an email to the service address, salesforce will create a new case automatically.

Example


The new case in salesforce

Here we can see, salesforce is creating the new case with the given details. if we need some more automation, We can write Salesforce workflow rules or process builder or Trigger logics.



Page Layout updates

To see the appropriate email threads, have added the email related list in case the layout

Using the reply button, we can send a reply to the customer. Once we click the reply button, the new bottom window will appear with the To and from address.

  • To Address – Customer email address

  • From Address – By default, it is an email-to-case configured email, We can customize if it is needed.




Email Auto forwarding

In a real-time scenario, we should not use the salesforce service address as the sender address to create a new case in salesforce. To avoid that in the mailbox, we can configure the auto-forwarding address. Say for example if the customer is sending the mail to an email-to-case configured mailbox, the mailbox server should auto-forward the mail to the salesforce service address.


Step 1: Open Settings in Gmail and open the tab starting with Forwarding  and click the button Add a forwarding address

Step 2: Enter the Salesforce service email address, where the email should auto-forward, then click the next button.

Once we click the next button, the Gmail server will send the OTP to the auto-forwarding email address . we can get the code from the salesforce case since the auto-forwarding address has configured in salesforce.





Step 3 :

After clicking the next button, a new drop-down will appear. In that drop-down, we should choose any one of the options below.

  • Keep Gmail's copy in the Inbox

  • mark Gmail's copy as read

  • archive Gmail's copy

  • delete Gmail's copy

Then click the save button at the end of the page.





After saving the button,we can see the notification 


if you want to disable the auto-forwarding, select disable auto-forwarding and save it again.


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