Salesforce Features
Email-to-case workflow
Increased Agent Productivity with Fewer Clicks and More Automation
Enterprise and Unlimited Edition
- Update cases automatically from inbound email messages
- Automate common call center tasks
With Spring ’08, a case’s status can be updated automatically using email-triggered workflow. Agents will need fewer clicks to do their jobs, and your customers will benefit from faster service and more timely information about their cases. This new email-to-case workflow functionality will increase agent productivity, improve the accuracy of case information, and reduce case response times.
- Case Status Updates: After sending an email to a customer, a call center agent can set the case status to “Awaiting Customer Response.” When the customer sends an email response back, this new workflow functionality will set the case status back to “In Progress” so that the agent knows to begin working on the case again.
- Reopen Cases: If a case is closed, and a customer subsequently emails the company regarding that case, an administrator-created workflow rule can automatically reopen the case when that email arrives. The reopened case is automatically added to the agent’s case list.
Note: This feature is enabled by default but requires administrator customization in the set up area of Salesforce.
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