Overview
Email to Case Solutions
- On-Demand Email-to-Case
- Email-to-Case
- Lightning for Outlook
Web-to-Case Solutions
- Web-to-Case using HTML
- Web-to-Case using Visualforce and Sites
- Ask a Question
On-Demand Email-to-Case
Overview
- Available in Salesforce Classic (except Essentials and Professional Editions) and Lightning Experience.
- Email processing is done by Salesforce and keeps email traffic outside of your network’s firewall
- Cases are automatically created from emails sent to Salesforce email address.
- Attachments cannot exceed 25MB
- Emails from the support email addresses needs to be forwarded to the email service address generated by Salesforce.
- Maximum number of emails converted to cases is Number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000
Configuration Steps
- From within support settings configure Default Case Owner and Automated Case Owner (it can be System, admin user or user with Modify All Data and Send Email permissions) for your Organization
- Enable and Configure Email-to-Case
- Enable and Configure On-Demand Email-to-Case
- Configure Failure response settings including Over Email Rate Limit Action (Bounce or Discard or Requeue) and Unauthorized Sender Action (Bounce or Discard).
- Configure Routing address settings. Once Routing Address is configured, Salesforce generates Email Service Address.
- Test your email service addresses by manually sending emails to them and verify that these emails convert to cases based on their routing address settings.
- Add the email service address to company’s support website. Customers can use this email address to submit cases to support team.
- Add email quick actions to the case page layout
- Email templates with merge fields can be created and used when replying to email.
screenshots
Support Settings
On-Demand Email to Case Settings Routing Address Routing Address Information and Default Case Settings
Email-to-Case
Overview
- Available in Salesforce Classic (except Essentials and Professional Editions) and Lightning Experience.
- When emails are sent to Salesforce address, a case is automatically created and case fields are auto populated
- Email attachments can exceed 25MB
- Email subject becomes case Subject, body becomes Case Description.
- Email traffic is handled within company firewall, allowing filtering and blocking of spam.
- Requires Email-to-Case agent to be downloaded and installed behind company firewall.
- Multiple routing addresses can be configured.
- Upto 2500 cases can be created per day from incoming email traffic.
- Email-to-Case setup can be done using the guided flow (Email Setup) available under Service Setup in Lightning Experience.
Configuration
- Install Email-to-Case agent behind the company firewall. Contact Salesforce Support to download the agent.
- Enable Email-to-Case and configure the settings as per your requirement.
- Configure routing address settings.
- Test your email routing addresses by manually sending emails to them and verify that these emails convert to cases based on their routing address settings.
- Add the email address that you configured to your company’s support website. Customers can use this email address to submit cases to your support team.
- Add the Email Quick Actions to the Cases page layout.
- Optionally, create email templates agents can use when replying to email. These templates can include merge fields that display information from the original email in the reply.
- Emails related list can be added to Case page layout to allow support reps to email customers from the detail page.
- Email templates can be created and used for standard responses to emails.
screenshots
Email-to-Case Guided Flow Email-to-Case Settings Email-to-Case Routing Information
Email-to-Case vs On-Demand Email-to-Case
DETAILS | ON-DEMAND EMAIL-TO-CASE | EMAIL-TO-CASE |
---|---|---|
Business case: | Keep email traffic outside your network’s firewall and refuse emails larger than 25 MB | Keep email traffic inside your network’s firewall and accept emails larger than 25 MB |
— | — | — |
Set up: | Requires you to set up Salesforce Apex email services to turn emails into cases | Requires you to download and install the Email-to-Case Agent on your local machine to turn emails into cases |
Maximum number of emails converted to cases each day: | Number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000 | 2,500 |
Email size limit, including header, message, and attachments: | Under 25 MB | Over 25 MB |
Lightning for Outlook
overview
- Lightning for outlook benefits Sales Reps
- to eliminate the time they spend on redundant data entry into two applications.
- to access important Outlook email messages and relevant Salesforce records in one place, making it easier to craft targeted, meaningful email communications to prospects and customers.
- Focus more on what matters most: their sales!
- Though most of the use cases suit sales reps, it is always good for the Sales Reps to be up to date with the customers’ outstanding issues and create cases when required.
- Cases can be created from emails in Outlook using Lightning for Outlook.
- Salesforce Icon can be clicked in Outlook to use Lightning for Outlook side panel for record creation.
- For creating cases ‘add’ icon in the navigation menu can be used.
Configuration
- Lightning for Outlook can be turned on by navigating to Outlook Integration in Setup.
- It is required for users to add Lightning for Outlook add-in in their Microsoft Outlook to use the application which can be downloaded from the Microsoft Exchange Server or from Office Store.
- Lightning for Outlook includes a set of default email application panes and publisher layouts that can be assigned to user profiles as needed.
- Email Messages can be logged to Salesforce while Composing using the settings defined in Outlook Configuration.
- Trusted Domains can also be configured from Setup.
- A quick action can be created for the creation of Case Records and can be added to the email application publisher layout. Once added the Publisher layout can be assigned to the profile of the user who needs an ability to create a case.
Web-to-Case using HTML
Overview
- Web-to-Case helps to gather customer support requests directly from company’s website and automatically generate up to 5,000 new cases a day.
- This can help your organization respond to customers faster, improving your support team’s productivity.
- It is a means by which we can post a simple, unauthenticated web page that allows customers to submit cases directly to your Salesforce.com instance.
- Web-to-Case generates HTML code snippet that can be styled and deployed on the company website. The form generated contains an action which helps in creating a case.
- Both Standard and Custom Fields from Case object can be made available on this generated web form.
- When a customer posts a case via Web-to-Case, a few fields are generally required, most importantly the name and the email address. These values will be stored in the newly created Case in the Web Name and Web Email fields.
- If that email address happens to be associated with a Contact in the system, then Web-to-Case will automatically associate that case with the contact who has that email address and with the account associated to that contact.
- If that email address is not found, or Web-to-Case discovers more than one contact with that email address it will leave the Contact and Account fields on the case blank.
- Default Case Origin, Default Response template and Email Signature can be configured on Web-to-Case Settings.
Configuration
- From Setup, enter Web-to-Case in the Quick Find box, then select Web-to-Case.
- Select Enable Web-to-Case.
- Optionally, select Require reCAPTCHA Verification to reduce spam and require reCAPTCHA verification for customers’ requests.
- Choose a default case origin.
- Select a default response template for automatically notifying customers that their case was created.
- Select Hide Record Information to hide the record information in the email sent to customers if the case creation fails.
- Enter an email signature if you’d like to use a different signature than the default.
- Click Save.
- From Setup, enter Web-to-Case HTML Generator in the Quick Find box, then select Web-to-Case HTML Generator.
- Select the fields to include on your Web-to-Case form.
- If your organization uses the Self-Service portal or the Customer Portal and you want Web-generated cases to be visible to users in these portals, select Visible in Self-Service Portal.
- Specify the complete URL to which customers are directed after they submit their information. For example, the URL can be for a “thank you” page or your company’s home page.
- If your organization uses reCAPTCHA, see Enable reCAPTCHA to Prevent Spam Cases.
- If your organization uses the Translation Workbench or has renamed tabs, select the language for the form labels displayed on your Web-to-Case form. The source of your Web-to-Case form is always in your personal language.
- Click Generate.
- Copy the generated HTML code and provide it to your company’s webmaster so he or she can incorporate it into your website.
- Click Finished.
Limitations and considerations
- Web-generated cases are automatically linked to the relevant contact and account based on the customer’s email address.
- All universally required fields must have a value before a record can be created via Web-to-Case.
- The format for date and currency fields captured online is taken from your organization’s default settings—Default Locale and Currency Locale.
- Salesforce doesn’t support rich text area (RTA) fields on Web-to-Case forms. If you use these fields on your forms, any information entered in them is saved as plain text when the case is created.
- If your organization exceeds its daily Web-to-Case limit, the default case owner (specified in your Support Settings page) will receive an email containing the additional case information.
- Web To Case is limited to receiving 5000 cases per day. This is to keep things like spambots from beating up your org (and our servers).
- Web To Case does not perform any spam filtering. To avoid receiving spam in your Web-to-Case forms you may use the following solutions:
- Creating validation rules.
- Utilizing CAPTCHA.
- Using Web services. to filter out cases that appear to be spam
- Web To Case cannot handle attachments.
screenshots
Web-to-Case Settings Web-to-Case HTML Generator Web-to-Case Form Integrated with my Word Press and Case Created in Salesforce
Web-to-Case using Visualforce and Sites
Overview
Configuration
Pros and Cons
screenshots
Ask a Question
Overview
Configuration
Pros and Cons
screenshots
References
- Send and Receive Emails with Email-to-Case
- On-Demand Email-to-Case Settings
- Get Started with Email-to-Case
- Email-to-Case Settings
- Lightning for Outlook
- Set up Lightning for Outlook
- Web-to-Case Overview
- Enable reCAPTCHA to Prevent Spam Cases.
- Creating Custom Web-To-Case Forms using Visualforce and Sites
- Web-to-Case FAQs