Email-to-Case functionality works like success factor for company where customer can connect efficiently with quick interaction via email.
Customer can create ticket/cases while sending email to company support process mail , ticket/inquiries can direct be placed to customer account in CRM.
It is process by which customer query can be resolved via interaction through email.
Process Flow Email-to Case SFDC:
- When Customer send any product malfunction/outage/breakdown inquiries through email , Salesforce automatically logged a case and link the Account(Customer) and Contact(found by Email) to Case.
Feature can be setup:
Customize->Case->Email-to-case
- Enable Email to Case
- Enable Notify Case Owner on new Email
When sending Email from Case : Thread Id in subject & In Body
Thread Id : An id which is used for communication to & from for case to identify case related email thread.
if Customer reply to the mail having thread id in subject and in body, Email will automatically be linked to the Case.
All the email activities gone through this email(having ThreadID) communication will be recorded on case.
In Section Routing Address :
Provide support@company domain in email,click on save--> an email notification will be received on "support@company domain"-->verify link-->
there will be email service address.
Set Email FWD setting on "support@company domain" -->Enter Email Service address (Recieived in Section Routing Address).
Here its all done.
Here its all done.
So when a customer send email @support it will forward email to Salesforce Email Service Address and Salesforce Engine eventually create a Case.
