Email-to-case is anout of the container Salesforce characteristic that permits your give up clients to ship ane-mail to an alias, then have that e-mail became it to a help case, shipauto-replies, distribute them for your help team, and take different automatedactions. Stacy wrote a fantastic article on Email-to-case fine practices that she haspicked up for the duration of her revel in as a Salesforce Admin and Consultant. click for Salesforce Implementation partners
However, althoughEmail-to-case will shop help groups electricity growing and coping with instances, acomplicated project nonetheless remains: Email-to-Case creates more than one instances at theequal e-mail thread.
This put up willsummarise the contemporary demanding situations of Email-to-case automation, and whilst you cancount on a repair to be added at the Salesforce roadmap.
Email-to-Case CreatesDuplicate Cases from the Same Email Thread
This is the best difficulty that Email-to-Case has to overcome.Also referred to as the ‘endless e-mail loop’ the ‘backend mayhem’ has troubledAdmins and provider customers for over a decade – in fact, the concept at the IdeaExchange is over 10 years old! Reaching 7,050 (709 votes), the concept became entered into the April2020 Prioritization Cycle, in which it won sufficient help from thenetwork to make it directly to the product roadmap. It is predicted to be addedwithinside the Winter ’21 release (round October 2020).
What takes place is that aclient emails in to an business enterprise the usage of Email-to-case, which creates a casein Service Cloud. Any e-mail this is despatched from Salesforce to a client e-mailcope with is susceptible to duplicating the case. If the client replies and cc’s inevery other e-mail cope with (eg. of a colleague), this reaction will generate a brand newe-mail interest in Salesforce associated with a separate contact, and therebygenerates a brand new case from the e-mail in Salesforce!
Here is the loopsummarised:
Email despatched from Salesforce to a client e-mail cope with → clientreplies with cc e-mail cope with → generates a brand new e-mail interest in Salesforce →generates a brand new case from the e-mail in Salesforce.
Prevent Email-to-Casefrom Creating Multiple Cases at the Same Email Thread There are facets tostopping reproduction instances: prevention and management.
Merge Cases capability became launched in beta as a part ofthe Summer ‘19 release. This will permit you to smooth up any current mess, butyou'll usually be ‘at the lower back foot’ with out a proactive technique to nippingreproduction instances withinside the bud.
How will reproductioninstances be prevented? The answer this is presently in development(for Winter ‘21) will use e-mail headers more intelligently todiscover Email-to-Case emails one the equal thread as one.
If you can’t wait till that time, Stacy stocks a pleasant hack to “Add the Case Feed ID to the Case Email Templates” asa part of her fine practices guide.
Bring on Salesforce Winter ‘21, whilst we count on to look this enhancement coming toour orgs!
