We have "Activate bounce management" enabled, but would like users (mainly Support reps using the LEX Service Console) to be warned in the following fashion:
1. If they send an email from a Case to a Contact with an invalid email address and the Contact's email address is not flagged as bounced, the rep should be informed of it after the email is bounced.
2. If they try to send an email from a Case to a Contact with an invalid email address and the Contact's email address is flagged as bounced (i.r. from a previous email sent to that address), the rep should not be allowed to send the email until the Contact's email address has been fixed.
3. When viewing a Case associated to a Contact of which email address is flagged as bounced, the bounce warning icon should display next to the Contact's email address. I have attached an screenshot of what I mean to this Case.
So I have done some tests in a Dev Sandbox:
Test # 1:
Step 1: enabled "Show bounce alert next to all instances of the email address"
Step 2: created a test Contact with an invalid email address.
Step 3: created a test Case for the Contact.
Step 4: from the Case, I have sent an email to the Contact The FROM address is my user's address. Salesforce sends the email. The email, obviously, is not delivered to the Contact because the email address is fake. So far so good.
RESULT: neither on the Contact nor the Case I can see that the email has been bounced. At first I thought that this was OK because I have not selected the "Return bounced emails to sender" setting. However (let's keep reading...)
Step 5: from the Contact record, I have sent an email to the Contact. The FROM address is still my user's address.
RESULT 2: on the Contact record I can now see some things.
Please take a look at image:
1: why is the email sent from within the Case not flagged as bounced...
2: ... but the email sent from within the Contact is? This is not consistent.
3: I can see the bounce warning icon on the Contact's Compact Layout on top...
4: ... but I cannot see next to the email address on the Details page? why not?
Step 6: I went then to the Case and I had expected to see the Bounced warning icon somewhere, but it does not appear anywhere.
Step 7: I sent an email from the Case to the Contact.
Please take a look at attachment called "RESULTS 2-b.jpg".
5: After the Contact's email address has been flagged as bounced, why is the bounced warning not appearing on the Case's "Contact" section?
6: After the Contact's email address has been flagged as bounced, why does Salesforce allow me to keep sending emails to the Contact from the Case and not being warned anywhere on the Case?
Test #2:
Step 1: enabled "Show bounce alert next to all instances of the email address" and "Return bounced emails to sender".
Step 2: from the Case, I have sent an email to the Contact.
RESULT: in terms of the bounce alert, I get the exact same behavior as when the "Return bounced emails to sender" check box was cleared. I do receive an "Undeliverable" email from Mail Delivery System , which is OK.
Conclusions:
1. The "Return bounced emails to sender" check box works well.
2. … even though "Show bounce alert next to all instances of the email address" setting is enabled, the bounce alert is not being displayed next to all instances of the email address and SFDC does not prevent sending emails to addresses flagged as bounced.
Thank you,
Julian
2 answers
Reply from Salesforce Premier Support:
I tested this behavior in my demo org and I receive the same exact behavior. All the results that you reported are exactly the same results that I encountered when I tested it in my test orgs.
Upon further checking, the behavior that we encountered is currently a limitation in salesforce as bounce management is only applicable for a contact, lead, or person account and not to cases as mentioned in https://help.salesforce.com/articleView?id=emailadmin_deliverability.htm&type=5
In addition, there is already a feature enhancement request submitted to our idea exchange website requesting to update or enhanced bounce management feature. Please see idea links below and we encourage you to promote these ideas.
Bounced Email alert to show at Case Level
https://success.salesforce.com/ideaView?id=08730000000Y50pAAC
Show email bounced status in all screens with email address
https://success.salesforce.com/ideaView?id=08730000000BqvxAAC
