When a customer sends an email to report a problem, Salesforce automatically creates a case record from that email. The subject of the email becomes the case subject, the email body becomes the case description, and the customer’s email is linked to the case.
This helps support agents manage, respond to, and track customer issues directly from Salesforce without manually creating records.
In this Salesforce tutorial, we will learn about email-to-case in Salesforce and how to enable and set it up.
Email-To-Case in Salesforce
Salesforce is one of the most powerful and used customer relationship management tools. To deliver the best customer service, the case object helps the admin note complaints and issues.
However, the problem is that there are multiple ways to send their complaint, either by phone, email, or the web, and because of this, there may be a chance that the user handling the cases in Salesforce may have noted something wrong or incomplete information.
The biggest problem is that this process is time-consuming because cases must be manually entered from this source. To resolve this problem, Salesforce has a feature called email-to-case that automatically converts emails to cases.
Email-to-Case in Salesforce automatically populates the fields in the cases object from the customer’s email regarding their complaint. This process saves the user’s time noticing the complaint and enhances customer support service.
It can be used even if your org has more than one support email address, and also register the case with an attachment. To convert the email to cases in Salesforce, there are two methods:
- Email-to-Case
- On-Demand Email to Case
Let’s understand the difference between the two methods before you proceed with email-to-case.