Introduction:
Email to Case is a feature in Salesforce that allows organizations to manage incoming emails as cases, aiding them to better keep track and resolve customer inquiries or issues efficiently. This article aims to provide users with step-by-step instructions for configuring and optimizing Email to Case and addresses common questions related to the feature.
Step 1: Enabling Email to Case
Navigate to Setup:
In the Quick Find box, type "Email-to-Case."
Select Email-to-Case, and then click **Enable Email-to-Case.
Set your routing addresses and ensure your email settings align with your organization's workflow.
Step 2: Configuring Routing Addresses
In the "Routing Addresses" section, click "New"
Complete the form with the appropriate information:
Email Address:** The email address customers will use to create cases.
Route Name: A recognizable name for the routing address.
Case Origin: Set this to ‘Email’
Click 'Save'.
Setting up a Gmail forwarding address for Salesforce's Email-to-Case feature allows Salesforce to capture and manage cases directly from a Gmail account. Below is a step-by-step guide on how to set up Gmail forwarding to Salesforce:
Configure Gmail Forwarding
Step 1: Set up Forwarding:
Log in to your Gmail account.
Click on the gear icon in the top right corner and select 'See all settings'.
Go to the 'Forwarding and POP/IMAP' tab.
In the “Forwarding” section, click 'Add a Forwarding Address'.
Enter the Email Services Address you noted down from Salesforce and click 'Next'
Click 'Proceed' in the confirmation dialog.
Gmail will send a confirmation code to the Salesforce Email Services Address you added. You will need to retrieve this confirmation code from a new case in Salesforce.
Step 2: Retrieve the Confirmation Code from Salesforce
Navigate to the 'Cases' tab in Salesforce.
Find and open the new case that was created from the Gmail forwarding confirmation email.
Look for the confirmation code in the case details or case comments.
Step 3: Confirm Forwarding in Gmail
Once you have the confirmation code, return to your Gmail settings, 'Forwarding and POP/IMAP' tab.
Enter the confirmation code in the “Verification” section and click 'Verify'.
After verification, select 'Forward a copy of incoming mail to' and choose what you want to happen to the Gmail’s copy from the drop-down menu.
Step 4: Create a Gmail Filter (Recommended)
You might want to forward only specific emails to Salesforce. In this case, you can set up a filter in Gmail:
In Gmail settings, go to the 'Filters and Blocked Addresses' tab.
Click on 'Create a new filter'
Define your filter criteria, e.g., emails from a specific address or emails containing specific words.
Click 'Create filter'.
In the next window, check the box next to 'Forward it to:' and select the Salesforce Email Services Address.
Click 'Create filter'.
Setting Up Salesforce Automation Rules (Optional):
Automation rules can be created to assign new cases to the right queue or user automatically.
Navigate to 'Setup'
In the Quick Find box, type “Case Assignment Rules.”
Click 'New' and configure the rule entries to assign the cases as per the business needs.
Activate the Assignment Rules.
Tips for Optimal Utilization:
Customize Case Page Layout:
Modify the case page layout to include fields that capture relevant information from the incoming emails.
Create Email Templates:
Design email templates for case responses to ensure consistent and professional communication with customers.
Use Auto-Response Rules:
Set up auto-response rules to automatically send acknowledgment emails to customers upon receiving their cases.
Monitor Email Bounces:
Regularly review the email bounce messages and make necessary adjustments to prevent loss of crucial case information.
Ensure Data Security:
Be aware of the security settings and sharing rules to protect sensitive customer information.
Troubleshooting Common Issues:
Cases not Created:
Confirm Email-to-Case is enabled.
Verify the routing address is correctly configured.
Check email forwarding rules and SPAM filters.
Email Attachments not Associating to Cases:
Check the attachment size limit; it may need to be increased.
Confirm that attachments are being sent in a supported format.
Auto-Response not Sent:
Verify Auto-Response Rules are active.
Ensure that the email template associated with the rule is active and properly configured.
Conclusion:
Email to Case in Salesforce is a critical functionality that helps organizations streamline their customer service processes by converting incoming emails into actionable cases. By effectively configuring and maintaining Email to Case settings, organizations can ensure prompt and professional responses to customer inquiries and issues, ultimately leading to improved customer satisfaction.
FAQs:
Q: Can Email to Case be used with Custom Objects?
A: No, Email to Case is specifically designed to work with the Case object in Salesforce.
Q: Can I have more than one Routing Address?
A: Yes, you can have multiple routing addresses to manage emails coming to different addresses as separate cases.
Q: Is there a limit to the number of emails converted to cases daily?
A: Yes, there are limits based on your Salesforce edition, and it is essential to review the Salesforce documentation for the most accurate and up-to-date information.
Additional Resources:
For more in-depth information and advanced configurations related to Email to Case, please refer to the official Salesforce Documentation: Email to Case