If your support team receives customer queries via email, Salesforce’s Email-to-Case feature can help you streamline case creation and improve response times. With just a few setup steps, you can automatically convert incoming emails into cases—saving time and ensuring no request goes unnoticed.
Step 1: Enable Email-to-Case
To get started:
- Go
to Setup in Salesforce.
- Enter Email-to-Case in
the Quick Find box.
- Click Edit,
then check Enable Email-to-Case and click Save.
Step 2: Add Routing Addresses
Routing addresses help Salesforce identify which emails
should be converted into cases. Here’s how to set one up:
- In
Setup, go to Email-to-Case and click New under Routing
Addresses.
- Enter
an existing support email address (e.g., support@yourcompany.com) and
give it a name.
- Configure
the routing settings to define how cases should be created from incoming
emails.
- Click Save.
- Salesforce
will send a verification email to the address you
entered. You must verify this address to activate it.
Step 3: Use the Generated Email Services Address
- Once
verified, Salesforce generates a unique email services address for
your routing address. This is the address you’ll forward customer emails
to. When an email is sent to this address (appearing in the To, CC, or BCC
fields), Salesforce automatically creates a case.
- Try
sending a test email to this generated address—you’ll see a case created
instantly in Salesforce!
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