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Topics#Salesforce DeveloperSantosh Kumar's Question
Santosh Kumar (ABC) asked in #Salesforce Developer
Aug 9, 2016, 3:29 PM

Without Coding is it possible to send an email alert after case is closed based on incoming email

Hi,

I need help to determine if this possible through flows or WF's.

If the case is in closed status and the customer sends an email reply to closed case checking for more details, After the incoming email gets created under Emails related list(Email Message Object).  Need is to send an automated sort of email to customer based on his email that case has been closed please open new one. Above uses email to case process.

Please let me know if code has to be written for the same.

Thanks in Advance.

 
1 answer
  1. Gaurav GARG (Panasonic Digital)
    Aug 9, 2016, 7:19 PM

    Hi Dev,

    yes, this can be implemented using process builder or WF rule.

    1. Create a custom field formula type, that will be checked when the email is incoming and the case is closed. 

    2. Trigger the WF rule on the above formula field and send auto-generate emai. 

    Hope this will help you, let me know if you need more insight on this. 

    Please select it as best answer if above steps solve your problem.

    Thanks,

    Gaurav

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