Email To Case Salesforce

Do you want to convert emails to cases in Salesforce? In this Salesforce tutorial, I will explain email-to-case in Salesforce. I will also explain how to enable and set up email-to-case in Salesforce.

Additionally, I will explain to you the email to case routing address in Salesforce.

Email to Case Salesforce

Salesforce is one of the most powerful and used customer relationship management tools, and to deliver the best service to their customers, cases object is there that helps the admin to note down the complaints and issues.

But the problem is that there are multiple ways to send their complaint, either by phone, email, or the web, and due to this thing, there may be a chance that the user handling the cases in Salesforce noted something wrong or incomplete information.

The biggest problem is that this process is time-consuming due to manually entering the cases from this source. So, to resolve this problem, Salesforce has a feature email-to-case that automatically converts the email to cases.

Email-to-Case in Salesforce automatically populated the fields in the cases object from the email that is sent by the customer regarding their complaint. This process saves the time of the user to notice 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 attachement. To convert the email to cases in Salesforce, there are two methods:

  • Email-to-Case
  • On-Demand Email to Case
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Let’s understand the difference between both methods before you proceed toward email-to-case.

Difference between Email-to-Case and On-Demand Email to Case

Email-To-CaseOn-Demand Email To Case
To convert your case to email using email to case method the Salesforce needed the agent installed on the network firewall.If you are using the on-demand email-to-case method to convert the case to email, you do not require any agent to be installed; it uses the Apex server for this.
There is no use of API and even case to email convert the email to cases that have more 25MB of data including header, footer, body and attachment.In the case of on-demand email-to-case, you need the API to create a case from email, and it also has the disadvantage of refusing the email with more than 25MB of data in it.
The advantage of using the email-to-case is that it accepts attachments of more than 10 MB and also keeps the email traffic within the firewall.Whereas if you are using the on-demand email to case, it takes attachments only up to 10 MB and also does not keep the email traffic with the firewall.

Email to Case Routing Address

As email-to-case converts the email to cases automatically, it is necessary to define which email addresses can used by the customers that do the conversion process automatically.

So email-to-case routing address is the email address that automatically converts the email to cases received from the customers regarding their complaints based on the settings of the routing address.

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You can have more than one email address as the routing address; you only need to create an email address and add it to the routing address. Once you mention the email as the routing address, it verifies it and provides you an email service address on which you get emails that convert the email-to-case in Salesforce.

Before you set the routing address, you need to enable the email to case in Salesforce.

How to Enable Email-to-Case in Salesforce

Below are the steps to enable email-to-case in Salesforce.

Step-1: Navigate to the Setup, search for Email-to-Case in the Quick Find box, and click on it.

email to case salesforce

Step-2: On the email-to-case setup page, check the checkbox Don’t show me this page again and click on the Continue button.

Then, click on the Edit button to enable the email-to-case settings.

email to case in salesforce

Step-3: Check the following checkboxes to enable the email-to-case settings.

  • Enable Email-to-Case.
  • Notify the case owner of new emails.
  • Enable HTML email.
  • Set case source to email.
  • Save Email-to-Case attachments as Salesforce files.
email to case

Step-4: After that, check the checkboxes for the following settings under send emails from cases section.

  • Send emails via external services.
  • Insert thread ID in the email subject.
  • Insert thread ID in the email body.
  • Place user signatures before email threads.
salesforce email to case

Step-5: Then, check the checkboxes for the following settings under the On-Demand Service.

  • Enable on-demand service settings to convert emails to cases or add them to existing cases.
  • Select the Bounce Message in the over-email rate limit action. It quickly send the email back to the sender.
  • Select the Discard Message in the unauthorized sender action. It handles emails from the blocked senders and discards the unauthorized sender emails.
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Then, click on the Save button.

how to enable email to case in salesforce

In this way you can enable the email to case in Salesforce.

Salesforce Email to Case Setup

Below are the steps to set up the email-to-case in Salesforce.

Step-1: After you enable the email-to-case settings. Scroll down to the Routing Addresses section and click on the New button to start creating the email address and add it into the routing address.

how to setup email to case in salesforce

Step-2: Enter the information in the required fields as per the requirement.

SourceIt is already set to Email2Case to show that routing is used to set for Email-to-Case.
Routing NameEnter the name of the routing so you are able to know the purpose behind the routing.
Email AddressEnter the email address that is used for converting email to case.
Save Email HeaderIf you want to save the email header with the case, check this checkbox. Each email header takes up to 15 KB of storage space and 32,000 characters.
Accept Email FromIf you want to receive emails only from specific email addresses or domains, enter them here. Otherwise, it accepts emails from all the emails and domains.
Create Task from EmailIf you want to create a task automatically, from an email when case is submitted. It also assigns a task to the automated case user specified on the support settings page.
Task StatusSet the status of tasks when emails are converted to cases. For this, Create Task from Email must be selected.
Case OwnerEnter the owner of the case. It could be a User or Queue.
Case PrioritySpecify the priority of the case. By default, it is set to the Medium.
Case OriginChoose the origin of the case; it could be Phone, Email, or Web.

After that, click on the Save button to set up the email-to-case.

email to case salesforce

Step-3: The email-to-case is successfully created. You will not be able to activate the email routing address until it is verified. For this, click on the Verify option next to the email address.

email to case setup in salesforce

Step-4: An email will be sent to the email address you enter for verification; click on the Continue button to proceed. Open your email inbox, open the email, and click on the link to verify.

This link will expire 72 hours after you receive this message. Then, click on Continue to proceed.

email-to-case

In this way, you can set up email-to-case settings in Salesforce.

Conclusion

I hope you have understood how to enable and setup the email-to-case in Salesforce. I have also explained to you about email-to-case and routing addresses in Salesforce. Moreover, I also differentiate email-to-case and on-demand email-to-case in Salesforce.

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