Email-to-Case is a powerful Service Cloud feature in Salesforce that automatically converts incoming customer emails into case records, streamlining the support process and ensuring no customer inquiry goes unnoticed. This functionality enables organizations to efficiently manage customer service r…Email-to-Case is a powerful Service Cloud feature in Salesforce that automatically converts incoming customer emails into case records, streamlining the support process and ensuring no customer inquiry goes unnoticed. This functionality enables organizations to efficiently manage customer service requests that arrive via email channels.
There are two primary methods for implementing Email-to-Case: On-Demand Email-to-Case and Email-to-Case Agent. On-Demand Email-to-Case is the cloud-based option that uses Salesforce-generated email addresses and requires no software installation behind your firewall. It accepts emails up to 25 MB including attachments. The Email-to-Case Agent is installed behind your organization's network firewall and converts emails to cases while keeping all email traffic within your network.
When configuring Email-to-Case, administrators set up routing addresses that determine how incoming emails are processed. Each routing address can specify case origin, priority, record type, and the queue or user to whom cases should be assigned. This ensures proper categorization and assignment of cases based on the email address used by customers.
Key features include automatic case creation, email thread tracking, and attachment handling. The original email content populates the case description field, and subsequent email replies are logged as case comments or email messages in the activity timeline. Administrators can configure settings such as enabling HTML emails, setting case notification options, and defining email threading behavior.
Email-to-Case integrates seamlessly with assignment rules, escalation rules, and auto-response rules, allowing for automated workflow processes. Organizations can send automatic acknowledgment emails to customers confirming case creation and provide case reference numbers for tracking purposes.
This feature significantly improves response times, eliminates manual data entry, maintains a complete communication history, and enhances overall customer satisfaction by ensuring prompt attention to support requests received through email communication channels.
Email-to-Case: Complete Guide for Salesforce Administrators
Why Email-to-Case is Important
Email-to-Case is a critical Service Cloud feature that enables organizations to automatically convert customer emails into case records in Salesforce. This functionality is essential because it:
• Ensures no customer inquiry is missed or lost • Reduces manual data entry for support agents • Speeds up response times to customer issues • Creates a centralized record of all customer communications • Enables better tracking and reporting on support volume
What is Email-to-Case?
Email-to-Case is a Salesforce feature that automatically creates cases from incoming emails sent to designated support email addresses. When a customer sends an email to your support address (e.g., support@company.com), Salesforce captures that email and creates a corresponding case record with the email content, attachments, and sender information.
There are two types of Email-to-Case:
1. On-Demand Email-to-Case • Uses Salesforce email services (no software installation required) • Email size limit of 25 MB • Keeps email traffic outside your network firewall • Easier to set up and maintain
2. Email-to-Case (Agent-Based) • Requires installation of an agent behind your firewall • Email size limit of 25 MB per email • Emails are processed through your own email server • Provides more control over email traffic
Step 2: Configure Routing Addresses Create routing addresses that specify: • The email address customers will use • The case origin value • Case priority and record type • The queue or user to assign cases to • Whether to create cases for existing contacts only
Step 3: Set Up Email Forwarding Configure your email system to forward emails from your support address to the Salesforce-generated email services address
Step 4: Configure Case Settings • Set up auto-response rules to acknowledge receipt • Create assignment rules to route cases appropriately • Configure escalation rules as needed
Key Configuration Options
• Save Email Headers: Stores original email header information • HTML Email: Preserves HTML formatting in case comments • Thread ID: Links subsequent email replies to the original case using a unique identifier • Over Email Rate Limit Action: Defines behavior when email limits are exceeded
Exam Tips: Answering Questions on Email-to-Case
Know the Differences: Questions often test your knowledge of On-Demand versus Agent-Based Email-to-Case. Remember that On-Demand requires no software installation and is the more commonly used option.
Understand Threading: The Thread ID in the email subject line connects email replies to existing cases. If a customer removes this ID, a new case is created.
Remember the Process Flow: Customer email → Email forwarding → Salesforce routing address → Case creation → Assignment rules → Auto-response (if configured)
Focus on Routing Addresses: Each routing address can have unique settings for priority, record type, and case assignment. Multiple routing addresses can be configured for different purposes.
Know the Limitations: • Maximum attachment size restrictions • Daily email processing limits based on license type • Cases can only be created for known contacts if configured
Common Exam Scenarios: • Choosing between On-Demand and Agent-Based solutions • Configuring routing addresses for specific business requirements • Understanding how threading works to maintain case continuity • Knowing what happens when email limits are reached
Key Terms to Remember: • Routing Address • Email Services Address • Thread ID • Case Origin • Auto-Response Rules