Overview

Email to Case Solutions

  • On-Demand Email-to-Case
  • Email-to-Case
  • Lightning for Outlook

Web-to-Case Solutions

  • Web-to-Case using HTML
  • Web-to-Case using Visualforce and Sites

On-Demand Email-to-Case

Overview

  • Available in Salesforce Classic (except Essentials and Professional Editions) and Lightning Experience.
  • Email processing is done by Salesforce and keeps email traffic outside of your network’s firewall
  • Cases are automatically created from emails sent to Salesforce email address.
  • Attachments cannot exceed 25MB
  • Emails from the support email addresses needs to be forwarded to the email service address generated by Salesforce.
  • Maximum number of emails converted to cases is Number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000

Configuration

  • From within support settings configure Default Case Owner and Automated Case Owner (it can be System, admin user or user with Modify All Data and Send Email permissions) for your Organization
  • Enable and Configure Email-to-Case
  • Enable and Configure On-Demand Email-to-Case
  • Configure Failure response settings including Over Email Rate Limit Action (Bounce or Discard or Requeue) and Unauthorized Sender Action (Bounce or Discard).
  • Configure Routing address settings. Once Routing Address is configured, Salesforce generates Email Service Address.
  • Test your email service addresses by manually sending emails to them and verify that these emails convert to cases based on their routing address settings.
  • Add the email service address to company’s support website. Customers can use this email address to submit cases to support team.
  • Add email quick actions to the case page layout
  • Email templates with merge fields can be created and used when replying to email.

Screenshots

Support Settings   On-Demand Email to Case Settings Routing Address   Routing Address Information and Default Case Settings

Email-to-Case

Overview

  • Available in Salesforce Classic (except Essentials and Professional Editions) and Lightning Experience.
  • When emails are sent to Salesforce address, a case is automatically created and case fields are auto populated
  • Email attachments can exceed 25MB
  • Email subject becomes case Subject, body becomes Case Description.
  • Email traffic is handled within company firewall, allowing filtering and blocking of spam.
  • Requires Email-to-Case agent to be downloaded and installed behind company firewall.
  • Multiple routing addresses can be configured.
  • Upto 2500 cases can be created per day from incoming email traffic.
  • Email-to-Case setup can be done using the guided flow (Email Setup) available under Service Setup in Lightning Experience.

Configuration

  • Install Email-to-Case agent behind the company firewall. Contact Salesforce Support to download the agent.
  • Enable Email-to-Case and configure the settings as per your requirement.
  • Configure routing address settings.
  • Test your email routing addresses by manually sending emails to them and verify that these emails convert to cases based on their routing address settings.
  • Add the email address that you configured to your company’s support website. Customers can use this email address to submit cases to your support team.
  • Add the Email Quick Actions to the Cases page layout.
  • Optionally, create email templates agents can use when replying to email. These templates can include merge fields that display information from the original email in the reply.
  • Emails related list can be added to Case page layout to allow support reps to email customers from the detail page.
  • Email templates can be created and used for standard responses to emails.

Screenshots

Email-to-Case Guided Flow Email-to-Case Settings