Do you receive a number of mails to your support address and manage them via email folders and internal email distributions? Salesforce email to case functionality helps to better manage the inbound and outbound email communication flow related to the issues of customers. The process which helps in this direction is setting up of email to case functionality which comes under Setup> Customize>Cases>Email to case. Salesforce helps you to create an email routing address and your company support address can be forwarded to that. If you have multiple support address, multiple corresponding routing addresses are created.
Salesforce email to case functionality
When you forward your support email address to Salesforce routing address any email which were sent to your support address will create a new case in Salesforce automatically. This is one of the strongpoints of Salesforce email to case option. If the address of the contact is matching with the sender’s email address, the new case formed will be automatically linked to the contact and the account of the contact, as explained by WalkMe.
Email to case thread ID
The thread ID has to be included and should be set when you send email from a Case. This is important so that the reply from your customer does not create a new case and add to the existing case. The safer way is to include the thread id in both the subject and the body of the email.
The checkbox of ‘Notify Case Owners on new mails’ should be checked so that the case owner is notified when the customer replies back for the case. This function is important when there are many cases to manage and the customer delays the reply for the emails sent from cases.
Auto response rule
If you want to give an immediate acknowledgment to your customer after he has emailed you, the best way is to set up an auto-response rule. This can be done by going to Setup>Customize> Cases> Auto Response Rules. Another important point is that the From address should not be the same as the routing address and therefore the best practice is to use noreply@yourcompanyaddress.com as the From address. Note that the Salesforce email to case functionality does not require Service Cloud license and in fact it works with Professional edition too.
The native Salesforce email to case solution is not the only solution for streamlining customer communication. There are also some third part apps which can help in streamlining customer communication. Email to Case Premium (E2CP) is one of the good examples of such applications. But whether the Salesforce email to case function is managed natively or through a third party app, it is important and also needs to be done carefully in order to achieve the best possible results for streamlining customer communication. Communicating with the customer and resolving queries of the customers in the form of email is important and therefore email to case functionality should be learnt well and used well.