Email-to-Case Limits and Limitations Email-to-Case’s on-demand service keeps email traffic outside your network’s firewall and refuses emails that are too large.
Set Up Email-to-Case Set up Email-to-Case to efficiently resolve customer email inquiries. When customers send messages to your support email addresses, Salesforce automatically creates cases and auto-populates case fields.
Guidelines for Email System Forwarding with Email-to-Case When your customers send an email to a support address such as support@mycompany.com, your email provider forwards the email to Salesforce. How you configure email forwarding can impact whether Email-to-Case correctly attaches emails and responses to related cases. When email threading works properly, your service reps can grasp the full history of the customer’s email inquiry.
Email-to-Case Threading Email threading ensures that outgoing emails and incoming responses related to a customer inquiry are associated with the same case in Salesforce. Threaded emails appear in the case feed so service reps and supervisors can quickly grasp an inquiry’s history and status.
Translate Service Email with Real-Time Translations Allow service reps and customers to communicate in different languages via Service Email. When a customer sends an email to your business, a service rep can translate it into their own language in the case feed. When the rep is ready to reply, they can translate their response into the end user’s language in the email composer, and then send it.
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