Hello Community!
I am trying to set up emails to an inbox to also come into SF and generate a case, I have followed the guide, but the required action I need isn't happening. I have sent a Test email and it hasn't come through into the case file in Salesforce.
Help!
No, I have also set my email to forward all mail from that email address to the SF routing address.
Does your organization have multiple teams on Salesforce that each has unique needs?
It's certainly a topic we've heard with our Email to Case Premium customers over the years, and one of the driving factors behind our development of Variation Presets.
Out of all of the settings Variation Presets will work with, Case Fields on the New Comment page is by far my favorite.
Now instead of being limited to a single collection of fields users can update when responding to customers, the fields which display can be unique for each team. For example, perhaps your External Support team needs to update the Asset field when responding to customers, and your Internal Support team needs to update the Business Case field when responding to other employees.
Both the External and Internal teams can view and update fields that are relevant to them on the New Comment page, without seeing the fields that aren't.
Want to learn more on how to set this up? Check out this knowledge article:
Join us next Thursday, May 6th, at 1 PM ET where @Thais Pedroso will demonstrate the new Variation Presets feature of Email to Case Premium. This feature allows you to configure how different settings work based on the inbound address or other criteria.
For example, you will be able to enable the Auto Add New Contacts feature for one team, disabled for another, and enabled with support for creating leads for yet another team. Another example is automatically selecting the appropriate email template based on criteria.
I hope that you can join us!
Forum Ambassador
publicó en * Release Readiness Trailblazers *Hello Trailblazers and @Elna Miller ,
I understand the Email-to-case threading update was due to be updated in Summer '21 so replies to Email Notifications would no longer create new cases.
For example if a automated email is sent out via a Flow and the customer then responds to that email the response would currently generate a new case.
However the KB Article and FAQ have since been updated to say this is coming 'soon' instead.
Is this now targeted for a future release as it's causing issues on each Service Cloud Implementation with automated emails presently?
Thanks, Tom
Forum Ambassador
Attention! A new patch version of Email to Case Premium (6.46.2) is now available on the AppExchange. All customers currently running version 6.46 will need to upgrade to the 6.46.2 patch version before upgrading to future versions.
For more information on this upgrade, please refer to the following knowledge article:
http://kb.internetcreations.com/?kb=000005019
We will perform a push upgrade for this patch version of Email to Case Premium to all customers on the following schedule.
Sandbox: 1 AM ET Thursday, February 18th
Production: 1 AM ET Thursday, February 25th
You can also upgrade to 6.46.2 yourself by going to the Email to Case Premium AppExchange listing and clicking “Get It Now.”
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000001R5cyEAC
Screenshot tool inside the New Comment page!
In the latest version of Email to Case Premium (6.46), we’ve added the ability to capture a screenshot. In addition to supporting rich-text, inline images, and links in case comments with the Enhanced Comment Editor, our latest release allows agents to screenshot their entire screen, a specific application window, or an open browser tab.
Note that the latest version of Email to Case Premium version 6.46 was recently pushed to all customers and can be installed from the AppExchange at http://ic.force.com/e2cp.
Let's learn how to ⚙️ Set Up Email to Case ⚙️ with the Service Cloud wizard to have emails from customers turn into cases right in Salesforce.
Here's How ⬇️
Hello,
We have new Customer Service users that just came on board and are honestly not happy with email-to-case. A few of their concerns are with font size, logos filling up attachment section, recalling emails, attaching an email from one case to an email on another case and their biggest concern is not having the ability to send emails to a distribution list.
If anyone has suggestions on any of these, I would be beyond grateful. I'm feeling defeated.
Hi Rochelle,
I can recognize almost everything of what you write.
Regarding the possibility to send mails to distribution lists, we have been looking into setting up Macros. One macro per distribution list. In the macro we replace the To address with the e-mail addresses in the distribution list. It is working good, but we have actually not deployed it to Production since we see a lot of maintenance by us Salesforce Admins coming up when users shall be changed. So we really try to push the users to use Chatter instead.
Regarding the logos filling up the attachment section, we had a consultant company in the beginning of our Salesforce project who developed some own "Attachment Killer" object. It's not working perfect at all, but at least we get rid of some of the attachments. I tried to find some documentation about it but could unfortunately not find any. Will see if I can find something the coming days and send to you if so.
The challenge with attaching an e-mail from one case to another is also very much recognizable. We are using the Thread ID function for that, meaning, adding the Thread ID from the "receiving" case in the body or subject and then forward the mail from the case into the Salesforce address again. But the Thread ID function will be depreciated in the end of next year (in a Release Update) and after that we don't really know how to solve it.
Br Madelene
Hey Trailblazers,
I am new to the service cloud and I am implementing Email to Case. Once the case has been created through email an agent can reply through Salesforce however the following reply from the customer appears on the mailbox( Gmail etc) of the agent as a link through which the agent can reply to the customer.
The link redirects to the message section but the object is Email Message and not case, Only if the agent replies to the customer the details gets populated in the case Details else there is no visibility of the customer reply to the last message.
Can the customer reply be populated in the case (Email feed) directly instead of an agent receiving a link because
Let me know if I am missing something or any modifications needs to be done to achieve this
Thanks in advance :)
