How to Use Salesforce Email to Case

How can Salesforce Email to Case benefit you? Before touching on the advantages of Salesforce email to case, the most important thing to know is what is Salesforce? Salesforce is a worldwide industry leader whose management software is design specifically to increase integration, simplicity, visibility and efficiency in your business.


If you want to enable your company to effectively resolve and correspond with inquires through the email, you need to use a Salesforce email to case. With Salesforce email, you will be able to manage both incoming and outgoing emails from the clients who need support from the employees of your business. In fact, it will automate the functionality of the cases which arises from each inquiry as well as ensuring the problems are addressed very quickly.


Salesforce Email to Case Procedure

The following are some of the guidelines on how to use a Salesforce Email to Case:

1. Downloading an email to case agent

Before using the functionality, the initial step is to download email to case agent. By doing that, it will enabled you to accept any email queries which are greater than 10mb in size for their clients. In addition to that, you will ensure that any email will be within the boundaries of the network firewall.


2. Installation of the agent

The second step is to install the case agent at the back of the firewall utilized by your network.


3. Set up major rules

The email to case functionality should then be set up. This can be done by use of: setup>customizing>casing>email to case for activation of first functionality. In the setup process, there are a number of things which are involved:  The case page layouts require customization. This enabled you to predetermine the case fields which should be displayed, the ones which your users’ needs and one which must be read only.

Another rule is the creation of your own email templates. This will be used by the agents when communicating with your clients. The rules of the assignment should also be determined.  In this case, you will be automatically routed to the right agent.


4. Setting up of the routing addresses

This is another step which involves creation of routing addresses. Consequently, the company support addresses will be forwarded. Configuration of the routing address will make you to predetermine how your clients are being handled by the Salesforce email to case. You can write as many routing addresses as possible if you have many support address in your organization.

There are a number of things which you need to do when you are configuring the routing address. The first thing to do is to assign a routing name. Secondly, the email address is set up. When the email comes into the new address, a case is automatically generated.


5. Testing the email routing addresses

After setting up the email routing address, testing them is necessary for you to see if they work as required. In order to see what happens, send emails manually and repeatedly. If all the settings are right, the emails should generate various cases basing on the routing address used.


6. Linking of email addresses to support page

As mentioned above, you need to have assigned a routing name which sets up an email address. The step involves linking the address to your site’s support page. The email address will be used by your clients when they have queries submitted by the support agents.


7. Connecting of case page layout to emails relating to list

Lastly, connection the case page layout to the emails related list is done. This will enable you to keep up the progress. Conclusion The Salesforce Help Desk can provide you with ways of handling problems. This will determine how you feel with your brand as well as generating cases through emails. Therefore, you need to follow the above guidelines or look for Salesforce Video Tutorials which can greatly assist you.

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.