We use email2case to process support tickets. Once a case has been assigned to the an account (this is done manually) is it possible to pull data from the account into the case layout such as their maintenance contract expiration date?
Many thanks.
2 answers
Graham,
you can use Formula fields to read values from parent object into child object. In your case the Account is the parent object and Case is a child object.
you can create a custom formula field in CASE and set the formula to Account.Contact_Expiration_Date__c
then you can replicate the same to other fields that you want to pull from Account into Case.
