How to Set up Email to Case in Salesforce

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

While working with an organization that uses Salesforce, I got a task where I needed to set up 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.

Before setting up the email to case you need to enable this email to case. To learn how to enable email to case in Salesforce, we have created a separate blog on How to enable email to case in Salesforce read the complete blog carefully.

So after looking at the multiple solutions, I found a solution that helped me to set up email to cases in Salesforce.

If you want to learn how to set up 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:

• Set up email to case in Salesforce
• How to set up email to case in Salesforce Lightning
• How to set up email to case in Salesforce Classic

Set up email to case in Salesforce

An Email to case in Salesforce provides a method 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.

Before setting up the email to case we need to enable the email to case option in our salesforce organization and then do the setup process. After that go to email to case setting click on the routing address and identify the email address where the customer email will be sent for the creation of the case.

After that, it creates a unique email service address that we will need to involve in the routing configuration of our email server and then it decided the thread email id is involved in the email body for the customers, and this thread Id permits the customers to reply to email and the responses are automatically related with the suitable case.

With this, we have learned about setting up an email to casein Salesforce. Now, let’s move further and see how to set up an email to case in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.

How to set up email to case in Salesforce Lightning

Here we are setting up an email to case in Salesforce Lightning. If you want to learn how to set up an email to case in salesforce lightning follow these steps:

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.

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.

2: After clicking on the email to case option, the email to case setting page is open. Scroll to the bottom of the page there is a routing addresses section and under this section, there is a new button that is the present center of the section. Click on the new button.

3: After clicking on the new option the Email-to-case routing address page is open. This routing address is an email address that your customer can use to submit inquiries to your support team.

Now edit the email address and fill the routing information. First, fill the source here the source is filled by default Email2Case then fill the routing name here we are filling in the routing name as USAEmailtoCase after that filling the email address.

4: After filling the routing information, there is a task setting section. Here create a task from the email checkbox if we click on the checkbox then the task status list is shown from which we can select the task status like not started, in progress, completed, waiting on someone else, and deferred else the task status list is not shown.

Here we are clicking on the create task from the email checkbox. After clicking on the check box we can see the task status. Here we are selecting the task status as Not Started.

5: After choosing the task for the email, there is a case setting section. Now choose the case owner, for choosing the case owner click on the drop-down arrow. The drop-down list is open, inside the list there are two options.

The first one is Users and the second one is Queue, here we select the User option and then click on the lookup icon.

6: After clicking on the lookup icon, the lookup page is open. Here you can see that there is a search field where we can search the user which we can add to the field.

Otherwise, we can directly choose the users from the recently Viewed users section. Here we are selecting Dr. Velda Hegmann whose role is installation and repair services. Click on that.

7: After clicking on the user, the user is automatically filled inside the case owner field after that choose the case priority. Here we are choosing the case priority as High and then choosing the case origin, here we are choosing the case origin as Email.

After choosing all the cases like case owner, case priority, and case origin. Click on the save button.

8: After clicking on the save button, the Email to Case routing address page is open. Under this page, we get the details of the email address and also get the routing information. This show that the email to case is created successfully.

9: After completing the email to case setup, Go to Gmail in which you enter the email routing address. After opening Gmail you can see that a mail from Salesforce.com is come.

Click on the mail, the verify your salesforce Email routing address mail is open. You can see the routing name and the new email routing address and to confirm this email address a link is also shown.

Click on the link, this link will expire 72 hours after receipt of this message. If we cannot click on the link, please copy and paste it into a web browser.

10: After clicking on the link, the Email Changed page is open. Thank You for verifying the email routing address. The email routing address is now verified message is shown. Click on the Continue button.

11: After clicking on the continue button, again go to Gmail and refresh the page. After refreshing the page you can see that the verified message is shown in the email address field. This show that the email to case routing address is verified.

In this way, we understand how to set up an email to case in Salesforce Lightning. Let’s Proceed further and learn how to set up an email to case in Salesforce Classic.

Read How to Enable Email to Case in Salesforce

How to set up email to case in Salesforce Classic

Here we are setting up an email to case in Salesforce Classic. If you want to learn how to set up an email to case in Salesforce Classic follow these steps:

Step-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.

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 customize.

Step-3: After clicking on the email to case option, the email to case setting page is open. Scroll to the bottom of the page there is a routing addresses section and under this section, there is a new button that is the present center of the section. Click on the new button.

Step-4: After clicking on the new option the Email-to-case routing address page is open. This routing address is an email address that your customer can use to submit inquiries to your support team.

Now edit the email address and fill the routing information. First, fill the source here the source is filled by default Email2Case then fill the routing name here we are filling in the routing name as USA Routing Address after that filling the email address.

Step-5: After filling the routing information, there is a task setting section. Here create a task from the email checkbox if we click on the checkbox then the task status list is shown from which we can select the task status like not started, in progress, completed, waiting on someone else, and deferred else the task status list is not shown.

Here we are clicking on the create task from the email checkbox. After clicking on the check box we can see the task status. Here we are selecting the task status as In Progress.

After clicking on the lookup icon, the lookup page is open. Here you can see that there is a search field where we can search the user which we can add to the field.

Otherwise, we can directly choose the users from the recently Viewed users section. Here we are selecting Mr. Myron Jacobson IV. Click on that.

After clicking on the user, the user is automatically filled inside the case owner field after that choose the case priority. Here we are choosing the case priority as High and then choosing the case origin, here we are choosing the case origin as Email.

After choosing all the cases like case owner, case priority, and case origin. Click on the save button.

Step-6: After clicking on the save button, the Email to Case routing address page is open. Under this page, we get the details of the email address and also get the routing information. This show that the email to case is created successfully.

Step-7: After completing the email to case setup, Go to Gmail in which you enter the email routing address. After opening Gmail you can see that a mail from Salesforce.com is come.

Click on the mail, the verify your salesforce Email routing address mail is open. You can see the routing name and the new email routing address and to confirm this email address a link is also shown.

Click on the link, this link will expire 72 hours after receipt of this message. If we cannot click on the link, please copy and paste it into a web browser.

Step-8: After clicking on the link, the Email Changed page is open. Thank You for verifying the email routing address. The email routing address is now verified message is shown. Click on the Continue button.

Step-9: After clicking on the continue button, again go to Gmail and refresh the page. After refreshing the page you can see that the verified message is shown in the email address field. This show that the email to case routing address is verified.

So, with this, we have learned how to set up an email to case in Salesforce Classic.

Conclusion:

In this tutorial, we have learned about setting up an email to case in Salesforce. We have also discussed how to set up 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 set up an email to case in Salesforce

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

• Set up email to case in Salesforce
• How to set up email to case in Salesforce Lightning
• How to set up email to case in Salesforce Classic

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