How To Set Up Email To Case In Salesforce
Email to Instance is a standard Salesforce characteristic that allows cases to be created from emails. We will exist looking into the item of On-Demand Email-To-Instance and Email Services.
On Demand Email-To-Case
The first question when considering this functionality maybe which electronic mail address should be used to ship to? Nosotros cannot send e-mail to merely any email address and have a Salesforce case created. Nosotros need to generate it using Salesforce configuration.
Go To Setup > Build > Customize > Electronic mail-To-Case > Click on Edit
Email-To-Case settings
Cheque 'Enable Email-to-Case' to enable this functionality.
Once enabled Email-To-Instance cannot be disabled just On Demand Email-To-instance can be.
Check 'Notify Case Owners on New Emails' to notify example owner of whatsoever new instance created via Email-To-instance.
Cheque 'Enable HTML Post' to warn users before they view incoming HTML e-mail content so that they tin avoid opening potentially malicious content. When not checked users only view the text content of HTML email.
Thread Id settings
When sending email from a case, insert Thread ID in the post-obit sections:
- Electronic mail Subject area
- E-mail Trunk
Ideally check both.
But showtime what is the Thread Id?
Thread Id is a unique ID generated for each case generated via Email.
If a client service rep sends an outbound email to a user or replies to a user email (which caused a new example to be created) the thread Id is appended to the Email field of study or email body or both. When the email recipient replies back to the electronic mail, the electronic mail gets associated to the aforementioned case record. If the recipient sends a new e-mail after removing the Thread Id, so a new case volition be created for every such e-mail. Then it's recommended to insert Thread ID in electronic mail bailiwick and electronic mail body, both.
Point to note:Ensure that the email body and email subject both are unlike, otherwise Email-to-Instance creates an infinite loop of emails related to each instance.
Need Email-To-Instance Settings
Cheque 'Enable On-Need Service' to enable the service.
- Failure response settings
- Over E-mail Rate Limit Action
- Unauthorized Sender Action
Select 'Bounce Bulletin' if you want e-mail to be sent dorsum to sender
Select 'Discard Message' if you desire to remove the e-mail message
Select 'Requeue Message' if you desire to put the email in a queue, so that when the limit gets reset the email tin so be processed.
Configure Routing Settings
In Routing addresses department click on 'New'.
Ensure 'Email2Case' is selected in the adjoining picklist.
This is where the e-mail address used for creating a case will be generated.
Since the generated address is as well long to recollect, we need to configure an email routing address, so that the electronic mail received to this simple e-mail address will be routed to our generated e-mail address.
Routing Data:
Enter 'Routing Proper name' and 'Electronic mail Address'(The simple email accost).
Electronic mail settings:
Check 'Save Email Headers' if you want to save email routing and e-mail envelope data. May contribute 15KB towards overall organization storage.
Take E-mail From :
Enter email addresses or Domains (example.com, this.com, that.com) to ensure that electronic mail sent from these senders will only create case.
Task Settings:
Deals with power to create a chore when email is received from the desired recipient.
Check 'Create Chore from Electronic mail' to yes yous guessed right. The created job will be a child to the created case.
Select the default task status.
Case Settings :
Select the default case priority and case origin. We select as 'Medium' and 'E-mail' respectively.
Later on this y'all volition witness that a new 'Email Service Accost' is generated.
Before getting started you need to verify your routing email address and setup routing in your e-mail settings
- Verify Email Address
- Click on verify
- Salesforce send a verification email to your routing email address with verification link
- Click on the link
- Yous are verified
Afterward Clicking on verify.
Setting Up Routing/Forwarding Rules
I have used my Gmail Id for setting up routing.
Nosotros configure such that emails received to jcarter.sf@gmail is sent to jcarter.sf@n32h002bjefs4kgd4601u6xut8xby4xmidhoda3vozemfyf9h.28-i6y6eak.ap2.case.salesforce.com
Since information technology being a non Salesforce topic here is a very proficient link to the steps how to configure including pace by stride screenshots.
https://support.google.com/postal service/reply/10957?hl=en
When a verification code is sent to jcarter.sf@n32h002bjefs4kgd4601u6xut8xby4xmidhoda3vozemfyf9h.28-i6y6eak.ap2.case.salesforce.com you may notice that a new case is created. This is a first line of proof that we our Electronic mail-To-Case is working as expected.
Email to example gmail forwarding instance
At present Is The Time To Put Our Efforts To Test
Pranky Perry is your customer she wants to mutter about the defective Television she purchased form yous and wants you to do something about it. Since she is a customer, our organization needs to have a contact record for her.
Make sure that email address is populated properly. Because Electronic mail-To-Case searches for a contact based on the electronic mail Id and creates a instance for that contact.
Pranky Perry sent you a postal service:
And viola a case is created!!!
Fourth dimension to rejoice.
Observe that case gets properly associated to proper contact (Pranky Perry) and all the contact fields are properly populated.
Email Bailiwick is properly populated in Case Discipline.
Email Body gets populated in Case Clarification.
Email record is properly associated to the created case.
Now time to try some variations.
I am quite certain, the idea would have crossed your ever inquisitive listen as to what happens when no contact is present for the email sender.
Let'southward analyze this.
For the Pranky Perry contact change its email address.
Pranky Perry sends a new complaint e-mail. (Listen you your company'southward reputation is at stake).
Viola a new instance is nonetheless created.
Simply wait; the new instance has no contact associated with it. But the from electronic mail address has been populated in 'Web Email' field and sender's name is populated in 'Web Name'.
Then you come across a new case is still created.
Email Service
Email Service provides y'all with a greater power. It generates an email address much like On Need Electronic mail-To-Case. But it also has an Noon course associated with it. This grade has the power to fetch the received e-mail and its content, work with it and create the required records. For example it tin can create a example using the email, create a task or create an attachment (Text Or Binary) .
Let'due south us piece of work with an example scenario.
When an email is received we will cheque whether a contact with aforementioned 'From Accost' is present or not. If present a case will be created for the contact. If not nowadays the a new contact will be created and a new case will be created for the new contact. Permit usa create ane such apex class:
Email to instance code case
The grade is self-explanatory with appropriate comments:
After that we need to configure the e-mail service.
Go to Setup > Build > Develop > E-mail Services > Click on new e-mail service.
Click on 'New Email Service'
Settings
Enter Service Name.
Select the Noon class just created.
Take Attachments: Selecting 'Text' will enable only text attachments to be accepted. Selecting 'Binary' will enable attachments like image, excel files, video or sound to be accepted. We select 'All'.
Checking 'Advanced Email Security Settings' volition enable advanced security settings.
Enter the email addresses or domains from which y'all intend to receive emails. Blank ways all emails volition exist accepted.
Checking 'Convert Text Attachments to Binary Attachments' will practice then.
Check 'Active' to activate the email service.
Failure Response Settings
Select the advisable failure response settings.
Click on ' New E-mail Address' button.
In 'Email Address' field enter the local role of the e-mail address.
Check 'Active' to activate the email address.
Select 'Context User'. This user will exist running the apex class.
Enter the intended sender e-mail addresses or domains in 'Accept Emails From'.
Click on Relieve.
An email service address will be generated.
Yous can configure the routing for this email address, just the same way as you did with On Demand Email-To-Case.
For now we will directly utilize the electronic mail service address.
Time To Bank check The Functionality.
Scenario : Bhoopesh Chauhan, your customer sends an email to this electronic mail service address.
Since no contact is present a new contact is created and new example is created for this contact. Email subject is populated in example subject and email body is populated in case description.
New instance created:
There is a contact for Pranky Perry. So if Pranky Perry sends an email to this electronic mail service address a case is created for the proper contact.
In case of any exceptions the post-obit mail is sent to the sender; as required
Limitations :
- Generic cases are created for On Demand E-mail-To-Case.
- Different Types of emails will create same type of case with the same record blazon for On Demand E-mail-To-Instance.
- E-mail Service on the other paw requires apex coding knowledge.
- If the user email is not as expected, and so even email service may find information technology difficult to create a meaningful example.
- There is a risk of spam cases existence created for gibberish emails.
- On-Need Email-to-Instance: Maximum Electronic mail Attachment Size is 10 MB
- On-Demand Electronic mail-to-Case & Electronic mail Services: Maximum Number of E-mail Messages Processed is :
- Number of user licenses multiplied by 1,000, upward to a daily maximum of ane,000,000
- For Email Services maximum size of e-mail can be 25MB (Torso and Zipper)
| A cursory Note about Email-To-Case |
| Email-To-Case requires to install an amanuensis behind the firewall. Download the agent from - http:// wiki.apexdevnet.com /index.php / Members : Email_To_Case |
| Then configure the routing address. All email traffic is kept within your network'southward firewall and accepts emails larger than 25 MB. Considering its less prevalence we volition be focusing on On Demand Email-To-instance. Unlike Email-to-Case, On-Demand Email-to-Instance uses Apex electronic mail services to convert email to cases, without requiring you to download and install an agent behind your network'south firewall |
Source: https://focusonforce.com/configuration/salesforce-email-to-case-example/
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