If we need to do something creative to accomplish this, tagging emails directed to different routing emails, or something similar, we wouldn't be opposed, as long as someone could explain how its done.
6 个回答
There are several steps involved, but I think its worth it.
Trying to generalize, not knowing how your org is setup:
Need to setup an email to case for each email address, and then have your it team click the email that verifies that email address through SF. Email to case also gives you a long ugly forwarding email that your IT can setup which - you guessed it - makes sure that any email it forwarded to your queues
Under Manage Users there is a queue option. Set the queue name there, and you can then add members there and check off to have email notifications sent to them when a case is sent over
We have a Status field, so we create Send to XXX for each new queue so that any case can get sent around internally
- if you do this, you need to setup a workflow that has a field update for the case owner and field update for record type of you use those. we also have a send email workflow action setup so they queue users know there is a new case
We also have a case origin field setup, named for each queue, ex. Email - Support. This helps with the workflow.
We have auto responses setup for the emails so that our clients know we got their email, and email templates setup to fire out to internal folks so they know they got a case, or a case comment was made.
In the cases tab, you have to setup the actual queues and then edit so that those queue cases show and you can edit the fields that show in the view from the queue
If you have multiple record types, you have to assign the record type to the page layout it would work off of
And of course, test it out by sending in a test email and seeing if you see it in your queue and any workflows fire
