Salesforce Features

Email Management (Email-to-Case)

Servletimageserver_107 Service organizations need an efficient way to manage and respond to incoming customer emails. With Summer ’05, new email-to-case functionality will meet the needs of more sophisticated customer service and support environments and greatly reduce the processing and response time for customer emails. By using multiple customer service email addresses, incoming messages can automatically generate cases that are routed to appropriate case queues. Ongoing email interactions with customers happen from within their cases for greater efficiency and better tracking of all email dialogue.

This feature is available in professional, enterprise, and unlimited edition.

Training and Documentation


Emailtocase

Feature Details

  • Automatic Case Creation: With Summer ’05, new cases can be created automatically in Salesforce Service and Support for inbound customer emails. These new cases can be routed to appropriate case queues based on the address to which the email was sent (see Routing Addresses below).
  • Routing Addresses: For routing purposes, you can set up multiple email addresses, such as goldsupport@acme.com and platinumsupport@acme.com so that incoming messages go directly to the right agent or queue. When an agent sends an email from Salesforce, a new dropdown box appears to allow the use of one of your routing addresses as the “from” address in the email.
  • Automatic Case Threading: When agents respond to customer emails in Supportforce, those messages are automatically associated back to the case. Subsequent customer responses are also automatically tied to the original case, and a task is assigned to the agent, alerting them to the new customer message.
  • Native Email Support: A new email object contains all email interaction and supports forwarding, reply to all, and attachments directly from within Salesforce. When combined with cases, this email object displays all email interaction related to cases. Service agents can operate entirely within Salesforce Service and Support without the need to use an external email application.
  • Integrated Reporting: New standard reports help you easily report on all email interaction with customers. For example, you can identify the cases with unanswered email or calculate average response times.

6 Comments Bookmark

6 Comments

adrian
September 10

HI
I need help in setting up a email to case option on my system
adrian
JGrenney
September 11

Adrian, you might ask your account executive about engaging the Salesforce.com Professional Services team. If it’s a pretty straightforward question, your best bet is to post a question to the discussion boards under the community tab.

Todd Janzen
January 5

You can find the Email To Case Toolkit here: http://www.salesforce.com/us/developer/downloads/EmailAgent.zip?1

AppExchange Email To Case Agent Code
The Email-To-Case Agent code is a sample implementation that pulls emails from your mail server and uses the Apex API to create new Cases or append Cases. Use this toolkit to enable Email-To-Case. Written in Java, it supports connecting to IMAP mail servers.

The Email To Case Toolkit is subject to the terms of Salesforce.com's existing Support policies. Salesforce.com will provide support for only the most current version of the Email To Case Toolkit; including support for the most current version of the Toolkit's backing API. Salesforce.com will post on its AppExchange Developer Network website, or any successor website, a notice of any new version of a Toolkit at least 30 days before that new version supersedes the prior version.

Paul Ludlow
February 27

How do you get some kind of technical support for this product? I am havnig a technical issue in the setup of the Toolkit (failed to create new store connection) but am unsure where to get support from. Searched the SF site all over but no answer yet.

Regards

Paul
Joe
March 9

If a contact works on multiple accounts and creates cases through email, which contact record is used?
James Calfee
May 4

Great tool! When I start email2case it hangs on this prompt:

"Enter Mail Service User ID:"

This complicates starting as a service on Windows. The readme.txt file does not explain how to by-pass this.

How can I bypass this prompt?