In this Salesforce tutorial, we will learn how to enable an email to case in Salesforce. Also, we will understand the steps of enabling an email to a case in Salesforce Lightning and the steps of enabling an email to a case in Salesforce Classic.
Email to cases in Salesforce is a process of defining and automatically changing the arriving emails into new cases. It also controls the customer questions and support requests that are coming through the emails.
While working with an organization that uses Salesforce, I got a task where I needed to enable an email to the case in Salesforce. To fulfill this requirement I use Email to case object that is present under the Feature settings under the Chat.
So after looking at the multiple solutions, I found a solution that helped me to enable email to cases in Salesforce.
If you want to learn how to enable an email to case in Salesforce Lightning as well as Salesforce Classic, you have come to the right place.
The following are the topics that we will cover in this salesforce tutorial:
- Email to Case in Salesforce
- How to enable email to case in Salesforce Lightning
- How to enable email to case in Salesforce Classic
Email to Case in Salesforce
Salesforce provides a feature email to cases that can automatically change the arriving emails into new cases. It also describes the process of controlling the customer questions and support requests that are coming through the emails.
The organization can define the email address where the customer’s email can be received and after receiving the email, the email is sent to the selected email address. After receiving the email address the email content can be examined and created a new case.
After creating the case, this created case is allocated to the suitable user. The email to the case can increase the automated case-creation process. It also permits the organization to control customer inquiries successfully.
With this, we have learned about enabling an email to case in Salesforce. Now, let’s move further and see how to enable an email to case in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.
How to enable email to case in Salesforce Lightning
Here we are enabling an email to case in Salesforce Lightning. If you want to learn how to enable an email to case in salesforce lightning follow these steps:
Step-1: Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.
Step-2: After clicking on the setup, the setup page is open. Enter an Email to case in the Quick Find Box and the email to case object comes at the top. Click on the Email to Case. And these Email to Case are present under Feature Settings.
Step-3: After clicking on the Email-to-Case, the Email to Case page is open. Here we can turn customer email to cases a check box is present Don’t show me this page again. Enable this check box and click on the continue button.
Step-4: After clicking on the continue button, the email to case settings page is open. Here we can customize the way Salesforce converts customer emails to cases.
Here we want to enable the email to case option. For enabling this email to case option click on the edit button that is present in the settings option.
Step-5: After clicking on the edit option, first enable the email-to-case option click on the checkbox, and then select the notify case owner on the new email checkbox this explains that we want to notify the case owner who is working whenever a customer is sending a new email.
After that also select the check box like enable HTML email, Set case source to email, and save email to case attachments as salesforce files and then leave the remaining checkbox the same.
Step-6: Now select the checkbox of send email from cases. First, select the send email via external services, it can explain that after enabling this checkbox the email can be sent by an external service also like Gmail, outlook instead of the Salesforce email service.
After enabling this also enable the three more options Insert thread ID in the email subject, insert thread id in the email body, and place user signature before email threads.
Step-7: Here we are enabling the on-demand service option. Salesforce can handle incoming emails for you. The Email-to-case on-demand service converts customer emails into cases.
Click on the checkbox to enable on-demand service and then choose how email-to-case handles emails that surpass our organization’s daily email processing limits.
Now select the bounce message for the over-email rate limit action. The bounce message can quickly send the email back to the sender and then select the discard message for unauthorized sender action. After that click on the save button and our email-to-case option is enabled.
In this way, we understand how to enable an email to case in Salesforce Lightning. Let’s Proceed further and learn how to enable an email to case in Salesforce Classic.
Read How to Enable Entitlements in Salesforce
How to enable email to case in Salesforce Classic
Here we are enabling an email to case in Salesforce Classic. If you want to learn how to enable an email to case in Salesforce Classic follow these steps:
1: First log in to the Salesforce account, when we log in to the account the Salesforce lightning edition is open. Moving to Salesforce Classic, click on the Profile picture. The Profile picture drop-down list is open. Under this profile picture list, there is an option to switch to Salesforce Classic. Click on it.
After clicking on the switch to Salesforce Classic option, click on the drop-down arrow of the username. The drop-down list is open, under this list Setup option is present below the My Profile option. Click on the Setup.
2: After clicking on the setup, the setup page is open. Enter an Email to case in the Quick Find Box and the email to case object comes at the top. Click on the Email to Case. And these Email to Case are present under customize.
3: After clicking on the Email-to-Case, the Email to Case page is open. Here we can turn customer email to cases a check box is present Don’t show me this page again. Enable this check box and click on the continue button.
After clicking on the continue button, the email to case settings page is open. Here we can customize the way Salesforce converts customer emails to cases.
Here we want to enable the email to case option. For enabling this email to case option click on the edit button that is present in the settings option.
4: After clicking on the edit option, first enable the email-to-case option. By default the Email to Case option is enabled if they are enabled click on the checkbox, else leave it the same.
After that select the notify case owner on the new email checkbox this explains that we want to notify the case owner who is working whenever a customer is sending a new email.
After that also select the check box like enable HTML email, Set case source to email, and save email to case attachments as salesforce files and then leave the remaining checkbox the same.
5: Now select the checkbox of send email from cases. First, select the send email via external services, it can explain that after enabling this checkbox the email can be sent by an external service also like Gmail, outlook instead of the Salesforce email service.
After enabling this also enable the three more options Insert thread ID in the email subject, insert thread id in the email body, and place user signature before email threads.
6: Here we are enabling the on-demand service option. Salesforce can handle incoming emails for you. The Email-to-case on-demand service converts customer emails into cases.
Click on the checkbox to enable on-demand service and then choose how email-to-case handles emails that surpass our organization’s daily email processing limits.
Now select the bounce message for the over-email rate limit action. The bounce message can quickly send the email back to the sender and then select the discard message for unauthorized sender action. After that click on the save button and our email-to-case option is enabled.
So, with this, we have learned how to enable an email to case in Salesforce Classic.
Conclusion:
In this tutorial, we have learned about enabling an email to case in Salesforce. We have also discussed how to enable an email to case in Salesforce.
Moreover, we have learned that both Salesforce Lightning, as well as Salesforce Classic, gives a simple and easy way to determine how to enable an email to case in Salesforce
In addition to this, the following are the topics that we have discussed:
- Email to Case in Salesforce
- How to enable email to case in Salesforce Lightning
- How to enable email to case in Salesforce Classic
You may also like to read the following articles:
- How to Set up Case Auto-Response Rule in Salesforce
- How to Create Case Auto-Response Rule in Salesforce
I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.