Email-to-Case Automation

A non-popular talking point of a typical email-supported business and its automation eagerness. You must have seen or heard about this case if you are touching base with consumer via the support email.

A Salesforce admin dives into the conversation with the business in the below.

Business:

We get tons of support emails from customers. Daily! What we are doing now is creating cases manually via a wide spread of offshore and onshore email support teams. This manual process hits hard on time, cost, effort, and customer success.

We want an automated process for creating a new case from a new incoming email, every time!

Salesforce Admin:

I got your back! offers multiple features within the platform to run any business end-to-end. Process automation is its forte. Specifically, the Email-To-Case set up in your org will forbid the business from further bleeding.

Business:

Good to know that. But how does this Email-To-Case work?

Salesforce Admin:

Sure! Email-To-Case is a standard setup feature in Salesforce. The setup will automate a new case creation from an incoming email. Voila!

Business:

Great! Show me the setup.

Salesforce Admin:

Sure! The following steps will get us there.

1. Enable Email-To-Case

Set up > Quick find box > Search ‘Email-To-Case’ > Enable ‘Email-To-Case’ > Edit > Enable Email-to-Case > Save > Enable On-Demand Service > Save.

Remember:

Enabling Email-to-Case creates the Send Email quick action. After you enable Email-to-Case, you can’t disable it, but you can update the Email-to-Case settings.
Confirm that your case page layout includes the Email quick action so that agents can respond to customer emails from the same page.
Create email templates for agents to use when replying to an email.

2. Configure Email-To-Case

Notify case owners on new email > Set case source to email > Save Email-to-Case attachments as Salesforce files > Insert email threading token in email subject > Enable on-demand service > Unauthorized sender action (bounce message or discard message)> Save.

3. Add Routing Addresses for Email-to-Case

Setup > ‘Email-To-Case’ > Routing Addresses > New > Enter ‘support team email address” > Save > verification email is sent to support team email > Open your email, click on the link to verify or click verify next to the routing address on the Email-to-Case Routing Address page > Verify changes to verified > Return to the Email-to-Case page in Setup > Salesforce generated a long email (email services address for your routing address) > Copy the ‘email services address’ > Configure your support team email system to forward case submissions to the email services address > Open your support email setting > go to forward setting > Enable email forwarding > Paste the ‘email services address’ > Enter > Confirmation code is requested > A new case is auto-created under the ‘cases’ in Salesforce service console > Open the case > Copy the code > Paste it in the confirmation code placeholder > Save changes

4. Test to verify the setup

Send a test email from another email to your routed support team email > Go to Salesforce ‘cases’ > Check if a case is created.

If a new case is created. We are good to go!

If a new case is not created. Check your support team email setting > Ensure ‘email forwarding is enabled’. This step is easy to slide.

If it’s the same. Check other settings; validation rule, required field, etc. The rules need to be removed.

That’s all!