I've got a question about the "Notify case owners on new emails" setting for Email-to-Case. Some of my users love getting these notifications when new emails come against their cases, other users hate them.
Unfortunately, changing this setting in Setup under Email-to-Case either toggles this on or off, there doesn't seem to be an option to only enable this for specific queues or groups.
Is there a way that I could have this enabled for some of my users but not for others?
#Salesforce #Automation #Salesforce Admin #Service Cloud #CRM Configuration #Salesforce Developer
Hi Charles,
You could create a record triggered flow on Email messages on creation only when there's a case as the parent and it is inbound.
To send the email to only some users, maybe you could create a custom permission and assign it to a permission set. You can now assign this perm set to the required users. Y
ou can now use a decision in your flow to see if the owner of the case related to the email message has this specific custom permission, if so, send the email, otherwise, stop the flow.
This means that you woudl need to be made aware as to who wants the email and who deosn't as you'll need to assign/unassign the perm set.
I'm sure you coudl maybe create a screen flow where users could opt-in/opt-out of the email themselves. If they opt-in, your flow would assign the perm set. This screen flow could be on the home page so users have access to it. This is only my idea, there's multiple ways you could do this, but to send the email, you'll need a flow or code if you don't want the emails to be sent to all
