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Topics#Customer ServicePregunta de Margaret Fleischaker
Margaret Fleischaker (Quantcast) preguntó en #Customer Service
15 may 2012, 21:21

Email-to-case cases not syncing with contacts

Our web and email-to-case cases are not being automatically associated with a contact. I know this is because we have multiple contacts with the same email address. Essentially, for every email address we have a contact of one record type (Website User) and one of another record type (Sales Contact). 

 

I want all cases to be automatically associated with the Website User contacts. I set it up so that the default case owner does not have access to any contacts other than the Website User contacts. I was hoping this would mean that when creating a case, Salesforce would only see one email and be able to sync the case to that contact. However, it does not seem to be working.

 

Is there anything else I can do to achieve this?
1 respuesta
  1. Ranjini Janardhanan (UST Global Inc)
    6 oct 2020, 12:17
    If you have multiple Contacts with same email Id, You will need to write a trigger on Case object  to auto populate appropriate contact record on case.

     

    Thanks,

     

    Ranjini.
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