How to Set up Case Auto-Response Rule in Salesforce

In this Salesforce tutorial, we will learn how to set up a case auto-response rule in Salesforce. Also, we will understand the steps of setting up a case auto-response rule in Salesforce Lightning and the steps of setting up a case auto-response rule in Salesforce Classic.

To set up an auto-response rule, we can set the criteria to control that case that can activate the auto-response. After explaining the rule criteria we need to connect suitable email templates with each rule.

Firstly provide the email service to the case auto-response rule then give the email services after that use the case assignment rule then we set up the auto-response rule which defined how computerized email responses can be sent when a new case is created.

While working with an organization that uses Salesforce, I got a task where I needed to set up a case auto-response rule in Salesforce. To fulfill this requirement I use the case auto-response rule object that is present under the Feature settings under the Service.

So after looking at the multiple solutions, I found a solution that helped me to set up a case auto-response rule in Salesforce. If you want to learn how to create a case auto-response rule 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:

• Set up case auto-response rule in Salesforce
• How to set up case auto-response rule in Salesforce lightning
• How to set up case auto-response rule in Salesforce Classic

Set up case auto-response rule in Salesforce

In Salesforce for setting up the case auto-response rule we require to construct the component.

Firstly provide the email service to the case auto-response rule that permits us to collect and process the incoming emails. We can create a case in Salesforce by setting up an email service to hold the incoming emails.

After studying the email services we proceed to the case assignment rule that controls the newly designed cases that are allocated to the users. It also makes sure that we have suitable assignment rules constructed to allocate cases to the right teams.

After using the case assignment rule we move to the email-to-case definition as an attribute that permits us to automatically send the predetermined reply to the customers and the users when it can make a new case.

At last, we set up the auto-response rule which defined how computerized email responses can be sent when a new case is created. This auto-response rule makes sure that the customer receives the timely address of their inquiries.

In this way, we have learned about setting up a case auto-response rule in Salesforce. Now, let’s move further and see how to set up a case auto-response rule in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.

How to set up case auto-response rule in Salesforce lightning

Here we are setting up a case auto-response rule in Salesforce Lightning. If you want to learn how to set up a case auto-response rule 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 a Case auto-response rule in the Quick Find Box and the case auto-response rule object comes at the top. Click on the case auto-response rule. And these case auto-response rules are present under Feature Settings.

Step-3: After clicking on the case auto-response rule, the case auto-response page is open. You can see this auto-response page is empty we cannot see any response rule here. And the response rule is created by yourself.

Here we have created a blank auto-response rule which is saying that end email to the customer. The auto-response rule name is USA Auto-Response. Click on this auto-response rule.

Step-4: After clicking on the USA Auto-response rule, the USA Auto-response page is open and you can see that the rule has no entries. We want to create these entries. For creating the entries click on the new button.

Step-5: After clicking on the new button. Now enter the rule entry and set the order in which this rule entry will be processed. The sort order you can provide in which order your entries are going to be evaluated and we will set it as 100.

After that, we select the criteria for this rule entry and select the criteria for this rule if its criteria are met. First select the field as Case: Case Origin and then select the operator as equals. For selecting the values click on the look-up icon.

Step-6: After clicking on the lookup icon, the lookup page is open where we can select the picklist values for adding. Here we are clicking on the checkbox with the value Email and then clicking on the insert selected button that is present at the bottom of the lookup page.

Step-7: After selecting the criteria for the rule entry, now specify the name and the address to include on the auto-response message from the line.

Here first fill in the name as Dr. Jo Schmitt DDS and then fill in the email address This email address must be either one of our organization-wide email addresses or the email address in our salesforce user profile. It must also be different from our email-to-case routing address.

If you don’t set up an email-to-case address or you want to set up an email-to-case routing address then follow How to Set up email-to-case in the Salesforce blog.

After that fill in the reply-to address where the customer can reply to this email address should be an email-to-case routing address. Fill in the email address that you can you in the email-to-case routing address.

Step-8: After specifying the name and addresses to include on the auto-response message from the line then select the template to use. For selecting the email template click on the lookup icon.

Step-9: After clicking on the lookup icon, the lookup page is open. Search for the email template in the search box. Here we are entering the response in the search box and clicking on the Go button. The response related searches are shown under the search result. Click on the Support: Case Response Email template.

Step-10: After clicking on the Support: Case Response, this can fill inside the email template field and after that specify whether to copy all To and Cc recipients on the response, click on the Send to response to all recipients then leave the survey field as same, and after that click on the save button that is present at the bottom of the page.

Step-11: After clicking on the save button, you can see that the one Case: Case Origin Equals Email criteria which have Support: Case Response Email Template rule entry is created and in this rule entry we can also reorder the entry if there are a lot more entry by simply clicking on the reorder button. So with this, our auto-response rule is set up successfully.

In this way, we understand how to set up a case auto-response rule in Salesforce Lightning. Let’s Proceed further and learn how to set up a case auto-response rule in Salesforce Classic.

Check out, How to Create Web-to-Case in Salesforce

How to set up case auto-response rule in Salesforce Classic

Here we are setting up a case auto-response rule in Salesforce Classic. If you want to learn how to set up a case auto-response rule 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 a Case auto-response rule in the Quick Find Box and the case auto-response rule object comes at the top. Click on the case auto-response rule. And these case auto-response rules are present under Feature Settings.

3: After clicking on the case auto-response rule, the case auto-response rules page is open which can automatically determine which email templates to use when sending the auto-response message for a new case.

You can see this auto-response page is empty we cannot see any response rule here. And the response rule is created by yourself.

Here we have created a blank auto-response rule which is saying that end email to the customer. The auto-response rule name is Email to Case Auto response rule. Click on this auto-response rule.

4: After clicking on the Email to case auto response rule, the email to case auto response page is open and you can see that the rule has no entries. We want to create these entries. For creating the entries click on the new button.

5: After clicking on the new button. Now enter the rule entry and set the order in which this rule entry will be processed. The sort order you can provide in which order your entries are going to be evaluated and we will set it as 100.

After that, we select the criteria for this rule entry and select the criteria for this rule if its criteria are met. First select the field as Case: Case Origin and then select the operator as equals and then select the value as Email.

After that again select the Case: Case Priority and then select the operator as equals and then click on the lookup icon for selecting the value.

6: After clicking on the lookup icon, the lookup page is open where we can select the picklist values to add below. Here we are selecting the High value checkbox and then clicking on the insert selected button.

7: After selecting the check box as high and clicking on the insert selected button, this high value is filled inside the values field.

After selecting the criteria for the rule entry, now specify the name and the address to include on the auto-response message from the line.

Here first fill in the name as Roosevelt Nolan Sr. and then fill in the email address This email address must be either one of our organization-wide email addresses or the email address in our salesforce user profile. It must also be different from our email-to-case routing address.

If you don’t set up an email-to-case address or you want to set up an email-to-case routing address then follow How to Set up email-to-case in the Salesforce blog.

After that fill in the reply-to address where the customer can reply to this email address should be an email-to-case routing address. Fill in the email address that you can you in the email-to-case routing address.

7: After specifying the name and addresses to include on the auto-response message from the line then select the template to use. For selecting the email template click on the lookup icon.

8: After clicking on the lookup icon, the lookup page is open. Search for the email template in the search box. Here we are entering the response in the search box and clicking on the Go button. The response related searches are shown under the search result. Click on the Support: Case Response Email template.

9: After clicking on the Support: Case Response, this can fill inside the email template field and after that specify whether to copy all To and Cc recipients on the response, click on the Send to response to all recipients then leave the survey field as same, and after that click on the save button that is present at the bottom of the page.

10: After clicking on the save button, you can see that the one Case: Case Origin Equals Email criteria and Case: Priority Equals High which has Support: Case Response Email Template rule entry is created and in this rule entry we can also reorder the entry if there is a lot more entry by simply clicking on the reorder button. So with this, our auto-response rule is set up successfully.

So, with this, we have learned how to set up a case auto-response rule in Salesforce Classic.

Conclusion:

In this, we conclude that we have learned about setting up a case auto-response rule in Salesforce. We have also discussed how to set up a case auto-response rule in Salesforce.

Set up our case auto-response rule and connect an email template then we need to activate the rule to take effect. Activating a case makes sure that anytime a new case is created salesforce can calculate the criteria and send a suitable auto-response when the criteria can match.

Moreover, we have learned that both Salesforce Lightning, as well as Salesforce Classic, gives a simple and easy way to determine how to set up a case auto-response rule in Salesforce.

In addition to this, the following are the topics that we have discussed in this blog:

• Set up case auto-response rule in Salesforce
• How to set up case auto-response rule in Salesforce lightning
• How to set up case auto-response rule in Salesforce Classic

You may also like to read the following articles:

• How to Create Case Auto-Response Rule in Salesforce
• How to Enable Email to Case in Salesforce
• Assignee does not have permission to view cases in Salesforce