Why Salesforce Email to Case Field Mapping is Important

Every support request provides an opportunity for businesses to enhance their relationship with customers and generate more revenue. With case management, you can make the most out of each communication and interaction, and experience sustainable customer success. Through automation and distribution of cases, you can ensure that every customer inquiry instantly and automatically reaches the right group and attains the most accurate resolution quickly. Since every organization is unique in its own respect, especially operations, it is important to customize Salesforce to meet the company’s unique business processes. This write up explains why Salesforce email to case field mapping is important.

The Key Benefits of Salesforce Email to Case Field Mapping

First, it is important to understand the benefits of this feature offered by Salesforce. This feature allows you to centralize, as the Cases tab acts as a central repository for tracking every customer support interaction. Secondly, Salesforce email to case allows you to handle cases faster through integrating case information with any existing Salesforce Knowledge or knowledge bases. Salesforce Knowledge is a knowledge base specially designed to help resolve cases. Lastly, you can streamline processes by setting up automatic case escalation as well as workflow tasks that seemingly enhance your key business processes.

Setting up Salesforce Email to Case

The importance of Salesforce email to case field mapping cannot be overemphasized. It helps your business efficiently resolve and respond to all queries via email. As earlier explained, Salesforce automatically helps you by creating cases and auto-populating case fields when company clients send messages of inquiry to email addresses provides by your company. Check your Salesforce browser support before you begin.

Step 1: You need to download the Email-to-Case agent to allow you keep all your email traffic within your company network’s firewall, and even accept emails that are larger than 25MB from your customers.

Step 2: Install the chosen agent behind the firewall (your network’s firewall).

Step 3: Enable Email-to-Case and proceed to configure your Email-to-Case settings.

Step 4: Configure routing address setting so that Salesforce can handle your customer emails in a customized manner.

Step 5: This step involves testing your email routing addresses. You can manually send emails to those addresses to verify that they convert to cases depending on their specified routing address settings.

Step 6: Add the configured email address to company’s support website so that customers can use it to send any cases to your company’s support team.

Step 7: Like creating dashboards in Salesforce, add the emails related list to your Cases page layout

Step 8: Optionally, create a template that agents can utilize when responding to email. Your templates may include merge fields that can display information from customer’s original email in the response.

Salesforce email to case field mapping is important in various respects. It helps you centralize cases for easy tracking of customer emails, handle cases faster via the Salesforce Knowledge, and streamline business processes. If you have experience in creating dashboards in Salesforce, then this should not be a problem at all. However, first, you have to check your Salesforce browser support for compatibility.

Amanda McDonnald
Amanda is the Lead Author & Editor of Rainforce Blog. Amanda established the Rainforce blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Salesforce usage.
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