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Topics#EmailDomanda di Amber Gillis
Amber Gillis (K2M) ha fatto una domanda in #Email
15 lug 2015, 13:25

Email to SalesForce directly to Case Record

If we have an existing Case Record that we want to use the Email to SalesForce email, how can we easily associate that email to the Case Record based on an External ID on the Case?  We don't want to have to use the Unresolved Items to assign the email to the Case.
2 risposte
  1. Jeff May
    15 lug 2015, 13:50
    Email to Case will use the ThreadID in the email to find an existing Case.  If your outbound email includes the ThreadID of the case you want the email attached to, any replies that also contain that ThreadID will be associated with the Case.

     

    Here is a link that includes the formula you can use in a custom formula field to generate the ThreadID for a Case:  https://success.salesforce.com/ideaView?id=087300000006trk
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