Case Creation Settings

Case Creation Settings

This section of the Email to Case Premium setup covers specific settings that to the creation of new cases through Email to Case Premium.

 

 

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Use Active Assignment Rule

  • When checked, the active Assignment Rule is used for new Cases.
  • To configure Assignment Rules, visit Setup | Build | Customize | Cases | Assignment Rules
  • This setting is enabled by default.

Note: Uncheck this option if you prefer to use Workflow to assign cases.

 

 

Use Active Auto-Response Rule

  • When checked, the active Auto-Response Rule is used for new Cases.
  • To configure Auto-Assignment Rules, visit Setup | Build | Customize | Cases | Auto-Response Rules
  • This setting is enabled by default.

Note: Uncheck this option if you prefer to use Workflow to send Auto-Responses. In the event a case doesn't meet an Auto-Response rule entry, the Default Response Template under the Web-to-Case settings will be used. This is standard Salesforce behavior.

 

 

Enable Latest Inbound BH

  • Each time a new inbound email is processed into a new or existing case, the Latest Inbound BH field will be updated to indicate whether the update occurred inside of business hours, outside of business hours, or on a holiday. From there, you can consider this information in your organization's email alerts, utilizing different email templates/language based upon the value.
    • For example, if a new case is created outside of business hours, you may use your auto-response email to inform the customer that they should not expect a response until the following morning.

 

Trigger User Emails

  • Indicates whether to trigger emails that are sent to the Case Owner when a new message is added to a Case, or when an Assignment Rule is configured to send an email to the User assigned.
  • You must configure these emails from Setup | Build | Customize | Cases
  • This setting is enabled by default.

Note: Uncheck this option if you would prefer to use Workflow, which allows for greater flexibility in the content of the email

 

 

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Email Loop Protection

Review this article for more info, and the algorithm used to detect similar cases in Email to Case Premium: Fuzzy text matching for Email Loop Protection

 

 

Time Closed Until New Case Creation

  • Email to Case Premium (E2CP) will automatically open a new Case if an incoming email references an existing Case which has been closed for more than the specified length of time.
  • Default Value = Never
  • We recommend setting the value to three weeks.

Generally, a Closed Case could have some followup process continuing on throughout the next 7-10 days.

We suspect that after three weeks, a new email to a Closed Case is a new issue, and therefore should open a new Case.

 

 

Status for Closed Case Updates

  • When a response to a closed case is added within the time frame specified above, Email to Case Premium can re-open the case with a status of your choosing.

 

Reference to Original Case

  • Sub-setting for Time Closed Until New Case Creation.
  • Determines if and how a reference is made on the New Case to the Original Case.

Options for this setting include:

  • No References, Set Parent Case field to Original Case, Add Case Comment on New Case Referencing Original Case & Both References

 

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Add Comment from Initial Email

  • When an inbound email creates a Case, the subject and body of the email are stored in the subject and description fields of the Case, respectively.
  • You may also wish to create a comment out of the body of the email just as future inbound emails ordinarily would.
  • Comments can hold up to 4,000 bytes (while descriptions can contain up to 32,000 bytes) and the comment insertion may trigger an email notification, depending on how your org is configured.
  • This setting is disabled by default

Show Sender and Recipients at the Top of the Case Description from Initial Inbound Email.
  • When an inbound email creates a Case, the recipients of that email will be documented at the top of the Case description for easy reference.
  • This setting is disabled by default.

 

Search Custom Email Fields

  • When processing inbound emails, custom email fields will be searched to ensure proper contact association even when the message comes from an address which is not the contact's standard email.
  • This setting is disabled by default.
  • Note: Organizations with a large quantity of Contact records may experience errors with query selectivity when searching email fields that have not been indexed. This issue may be addressed by marking your custom email fields as External Ids, but organizations are limited to 7 External Ids per object. See Salesforce documentation on Custom Field Attributes for more information.

 


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Set Forwarding Address for Each Inbound Email Address

  • With "Set Forwarding Address for Each Inbound Email Address" checked, you can generate a discrete forwarding address for each inbound email address listed. 
  • E2CP will look at the forwarding address rather than the inbound email address when this functionality is enabled.
  • The global forwarding address will no longer apply.
  • This will allow for BCC routing to the right Case Origin/Priority/Case Record Type.

 

Inbound Email Addresses

  • Define support addresses that will be routing into Email to Case Premium to create/update cases in Salesforce.
  • For each address, specify an Origin, Priority & if applicable, a Record Type. These field values can be leveraged in automation such as Case Assignment Rules, Auto-Response Rules, Workflow & Process Builder.
Block Email List
  • Specify email addresses and/or domains that Email to Case Premium should automatically block from creating and updating cases in Salesforce.
Blocked Email Notifications (Optional)
  • When emails are blocked by the above-mentioned setting, a notification with additional specifics will be sent to the error routing address you define here.
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