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YASWANTH V (Salesforce Developer at Cognizant) asked in #Salesforce Admin
Aug 18, 1:37 PM
Need some clarification regarding email deliverability in Case

Hi, 

When emails are sent from cases, don't receive any out-of-office messages or failed email messages.  In one case there was a typo error in the email address, but didn’t receive an error message like the one you get when you send an email incorrectly in Outlook. Can Salesforce capture and display Out-of-Office responses or email bounce-back messages for emails sent from Cases? Are there any email settings, Email-to-Case configurations, or deliverability options that need to be enabled to receive these notifications? 

 

Thanks. 

 

#Salesforce Admin  #Salesforce Developer  #Service Cloud  #Case Management  #Email Deliverbility  #Email

2 answers
  1. Himanshu Shekhar (AQBEE Innovations Pvt. Ltd.)
    Aug 18, 6:39 PM

    One important nuance to add to Kundan's answer, because this trips people up on Cases specifically: 

     

    Bounce Management (Setup > Deliverability) flags the Contact/Lead/Person Account record, not the Case. Even with it enabled you will not get a bounce badge on the Case's email message itself, and 'Return bounced emails to sender' delivers the bounce notice to the sending user's own inbox, not onto the Case timeline. It also only kicks in reliably when the recipient resolves to a Contact/Lead/Person Account email, a free-typed typo address that matches no record can bounce with nothing flagged in Salesforce at all. That is most likely why your typo case showed nothing. 

     

    How OOO replies and bounce (NDR) messages actually behave: they are just inbound emails sent back to whatever From/Reply-To you used. If you send from the Case using your Email-to-Case routing address, those replies DO come back into Salesforce, but by default they usually create a brand-new Case rather than attaching to the original, unless threading matches them up (Lightning header-based Email-to-Case threading, or the legacy Ref ID token in the subject/body). So the first thing I would check: search for Cases created from the mailer-daemon or the recipient's mail server around that time. Your OOO and bounce messages are probably sitting there as separate cases. 

     

    If what you actually need is a reliable per-message 'did this bounce?' status shown on the Case, native Case email sending does not expose that. For that, route sending through an external email service/relay that reports bounces via webhook (e.g. SendGrid, or Email Relay with a mail server that returns delivery status), or use Marketing Cloud / Account Engagement for tracked sends. Those give true delivered/bounced status per message. 

     

    Quick checklist: 

    1. Setup > Deliverability: Bounce Management ON (flags Contact/Lead recipients). 

    2. Confirm you are sending with the Email-to-Case routing address as From/Reply-To so replies return to Salesforce. 

    3. Verify Email-to-Case threading (Lightning threading or Ref ID) so OOO/bounce replies attach to the original Case instead of spawning new ones. 

    4. For guaranteed per-message bounce status, use an external relay with bounce webhooks or MC/Account Engagement. 

     

    If this helps, please mark it as the Best Answer so it is easy for the next person to find. Thanks :)

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Twinkle Dhawan (Sinergify) posted in #Salesforce Admin
Jul 8, 7:17 AM

Update which I feel this will be helpful for the community, after a few rounds of Salesforce-Jira integrations, here's what's consistently saved us troubleshooting time: 

 

1. Don’t sync everything: Concentrate on business-critical fields (Case, Bug, Story, Priority, Status, Assignee, Resolution). A leaner scope will result in better performance, lower API usage and less conflicts. 

 

2. Go event-driven over scheduled polling: Keeps Support, Engineering, and Product on the same current data. 

 

3. Map fields before you build: Picklists, Statuses, Priorities, Record Types rarely map 1:1 across systems. 

 

4. Assign source of truth per field: Avoid update loops e.g. Engineering owns Resolution/Sprint, Support owns Customer Impact/Case Priority. 

 

5. Think about API limits. Bulk updates burn your allocation fast. Use batching, retries, error handling. 

 

6. Filter attachments/comments: Not everything should cross systems; filter by visibility, user type or keywords to keep internal notes internal 

 

7. Support multiple Jira projects/instances: Configurable mapping scales better than hardcoded routing logic 

 

8. Monitor failed syncs proactively: Logging + retry queues + alerts catch issues before they silently break workflows 

 

For

Salesforce native appexchange options, Sinergify,

a Salesforce Jira connector, handles bi-directional sync without middleware and covers most of this out of the box. 

 

What I have seen from my personal experience: 

 

  • Jira user-based price skyrockets as companies look to scale.
  • Organizations require a single Salesforce Case to sync with numerous Jira issues but not all connectors enable this natively in SF.
  • Parent-child Case circumstances necessitate workarounds particularly for enterprise support teams.
  • Validating skills beyond the demo - real-world workflows help to identify shortcomings.
  • Comment synchronization is an area that is often overlooked, yet it can have a significant influence on collaboration if it is not trustworthy.
  • Also, don't just ask if it's 'bi-directional'; inquire about whether it's genuinely real-time and how it handles conflicts and retries.

These are just patterns I've observed across customer conversations and implementations. 

 

#Salesforce Admin  #Integration  #Jira Integration  #Create A Case  #Case Management  #Salesforce

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Ralitsa Mladenova (Hewlett Packard Enterprise)
Jan 19, 1:15 PM

Hi all! 

 

I’ve submitted an IdeaExchange idea to address an issue we face with the limitation of the SFDC case email not allowing to @mention people (similar to what we have in Outlook), unfortunatelly this is only available via post/chatter which is not an option - idea URL https://ideas.salesforce.com/s/idea/a0BHp000019OmsNMAS/enable-mention-functionality-in-the-sfdc-case-email-form-same-as-in-outlook

 

If you’ve faced the same issue, I’d really appreciate your vote and comments:  

 

#Case Management  #Email  #Tagging

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Bridgette Durbin (Salesforce Engineer at Jack Henry) posted in * Service Cloud *
May 14, 2020, 3:11 AM

Hey All! Looking for some fresh ideas regarding inter-group case ownership / management --

 

We currently have five different support groups in our org -- different record types, page layouts, queues, etc. Private sharing model, with some 'bandaid' case sharing rules so some of the groups can view other groups' cases. 

 

I'm just wondering how other companies with multiple groups of support users "play nice" if they need to transfer cases to each other? Right now, we instruct the agents to change the Case Owner field to the queue of the group that they want to send their case to. Because of this, we've had to make sure all of the groups can have some sort of permission to view or edit the other groups' record types / page layouts. 

 

How do you do it? 

 

We've been tasked to figure out a 'foolproof' way for an agent to successfully transfer a case to another group systematically rather than training to change Case Owner. Would you include changing the record type as well as the owner? Or leaving as same record type, but giving access for all groups to read / write the others' record types? 

 

Just looking for ideas!!!

4 comments
  1. Heather Sakmar (Univar Solutions)
    Dec 18, 2025, 4:40 PM

    we use a screen flow - with a picklist for the team and then we can prefilter the new owner lookup by the team that they chose (we use public groups) -- when they hit save, we change the record type/entitlement/etc on the case for them

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Till Affolter (Solution Architect at Bucher + Suter AG) posted in #Entitlement Management
Oct 29, 2025, 12:52 PM

This post is in case anyone else besides me is desperately trying to understand why the lookup filters on case fields listed in the setup under “Entitlement Settings”

are not working. 

Salesforce Support has confirmed that these

only apply in Classic, not in Lightning, but this restriction is not currently noted in the documentation (which is here

). 

This post is in case anyone else besides me is desperately trying to understand why the lookup filters on case fields listed in the setup under “Entitlement Settings” are not working.

 

 

#Entitlement Management  #Case Management

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Balu Chennupati (Software Engineer at Salesforce) posted in #Service Cloud
Jan 3, 2025, 3:50 PM

Case Viewers

 

To prevent multiple users from working on and updating the same case simultaneously, we can create an Aura component that displays the viewers of a case, showing their profile images along with their names when hovering over the image.

How does this component work?

  1. When a case record is loaded, it captures the current user's ID and stores it in a Long Text Area field (with a 131,072 character limit) as a comma-separated list.
  2. Once the user closes the case record console tab, their ID is removed from the field.
  3. By default, the component will be hidden on the record page. However, when there is more than one user viewing the case, the component will display the profile image and name of the other user. For example, if both you and another person are viewing the case:
    • For the other person, it will show your profile image and name. 
    • For you, it will show the other person’s profile image and name.
  4. Each time the field is updated, a platform event is published through a case trigger, which is then subscribed to by the Aura component.
  5. The component uses the platform event data to display the user information of those viewing the case.

Code posted below.

 

#Service Cloud  #Case Management  #Cases View  #Case Views

7 comments
  1. Lucy Searcy
    Sep 2, 2025, 1:43 PM

    @Balu Chennupati Thanks! I'll check out your article and look into Record Watcher. I'm brand new to being a SF Admin, so I appreciate you taking the time to share. 

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Sudipta Deb (Enterprise Architect at Silverline)
Mar 31, 2025, 2:02 PM

🎬 Automate Salesforce with n8n: Instant Sentiment Analysis on New Cases using OpenAI 

 

In this video, you'll learn how to easily build powerful automation between Salesforce and n8n in minutes! I will walk you through a practical use case: automatically analyzing the sentiment of new Salesforce cases using OpenAI. 

 

Here's how it works: 

🌟 When a new case is created in Salesforce, n8n will instantly trigger a workflow. 

🌟 This workflow will pull key details from the Salesforce case record. 

🌟 n8n will then send this information to OpenAI to perform custom sentiment analysis, determining if the customer is happy or unhappy. 

🌟 Based on the sentiment analysis results, n8n can automatically trigger follow-up actions, such as sending targeted emails. 

 

This video demonstrates the incredible power of combining Salesforce and n8n to create efficient and intelligent automation workflows quickly and easily. See how you can leverage these tools to enhance your customer service and streamline your processes. 

 

https://youtu.be/XGMUfBkoIhM

  

 

🎬 Automate Salesforce with n8n: Instant Sentiment Analysis on New Cases using OpenAI In this video, you'll learn how to easily build powerful automation between Salesforce and n8n in minutes! I will

 

 

 

#Case Management  #Artificial Intelliegnce  #Automation  #Openai

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Mirela Brown (Director of Salesforce Operations at Institute for Justice)
Jan 14, 2025, 8:38 PM

Hello Ohana!

 

Any Salesforce Admins here working at a Law Firm willing to share how Legal Case Management is set up for them? 

We are currently using Salesforce for fundraising, and thinking of expanding to the Legal part of the Organization, and I am debating on how to go about it! 

 

Would love to chat! :)

 

#Case Management  #Law Firm

2 comments
  1. Anthony Latunski (Level Up CRM)
    Feb 10, 2025, 1:24 PM

    @Mirela Brown I would recommend reaching out to Mohammed Al Rawi, the CIO of the Los Angeles County Public Defender's office.   They have done a lot with Salesforce.  Although he is extremely busy and it might take awhile to get on his calendar, I have always found him willing to meet with people and talk about how the LA public defender's office transformed their business with Salesforce.   I would just go on LinkedIn and connect with him. 

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Jasmyn Alvarez posted in Agentforce Nonprofit (Nonprofit Cloud) (Originally asked by María del Valle Garimberti)
Jan 31, 2025, 5:23 PM

Hello! Does Nonprofit Cloud for Programs come with out-of-the-box reports and dashboards at this time? I see that in late 2023 it did not. 

 

#Reports & Dashboards #Reports & Dashboards #ProgramManagement #Case Management

3 comments
  1. Xavier GRIMAULT (INETUM)
    Feb 5, 2025, 3:34 PM

    @Sean Finerty

     Good to know ! 

    I have an example for you : one of my client wanted to see in a report who has been taking part in which Program session, including if it had a Disbursement, which Program it and which Cohort if there is one, and a few others personal informations. I have been able to do it using a Report Type.

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Tim Wade (Salesforce Architect at Independent Consultant)
Feb 29, 2024, 7:09 PM
Need some insight around options for using Cases

Hello Trailblazers,

 

I wanted to get some insight from the community around how to potentially solve for this issue. I want to use the case object to meet a primary business requirement. However, cases are already being used, and will not create a custom object to mimic the behavior of the case object. Essentially, I need the ability to associate or route an entity to a Case. I'm considering using Case hierarchies, but wanted to know if you all can provide some additional insight on this. 

 

Here's the scenario: Using email to case, two types of entities come into the system. One is a Memo, which are essentially routed to a Case based on the business process and Cases are used for a completely separate business process. I know that using case record types could solve for this issue, but the main issue that I'm trying to solve is to associate a type of a case with another case without having to create a standard object. Lastly, I am considering leveraging a standard object to make this association as well. 

 

Thanks

 

#Case Management     

 

#Trailhead Challenges #CRM Configuration 

2 answers
  1. Michael Brown (Salesforce) Forum Ambassador
    Mar 1, 2024, 3:01 PM

    Hey Tim, it sounds like cases could work here, especially with the email-to-case functionality that is already built in. Do both case types come to the same address? If not, that would make things easy because you could set the case details based on which email address the request came into. If they do both come into the same address, you could potentially reference the subject to try and determine which case type it is. As far as relating the case, you could use a case lookup field and potentially use a parent-child relationship to relate the two cases together. 

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