Set Up Create Case for Salesforce for Outlook (Retiring) Users

The Create Case feature in Salesforce for Outlook lets users create cases in Salesforce from emails in Microsoft® Outlook®. As an administrator, you can create Email-to-Case destinations that appear in the dropdown list button Create Cases in Outlook. For each destination, you choose the assignee, which can be either individual users or queues. You can add up to 10 destinations for each Outlook configuration. When users create cases, they can add up to 10 emails simultaneously for each destination.

Required Editions

Available in: Salesforce Classic

Available in: Lightning Experience, if Salesforce Classic is available in your org.

Available with the purchase of Sales Cloud or Government Cloud in: Personal, Contact Manager, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Important Full product retirement for Salesforce for Outlook is scheduled for December 2027. See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and Einstein Activity Capture. See Move from Salesforce for Outlook (Retiring) to the Next-Generation Products.

Before Salesforce for Outlook users can create cases from Outlook emails, you need to perform the following procedures. Salesforce for Outlook assigns a category to the emails that Salesforce for Outlook users add as cases to Salesforce. This category, Added to Salesforce as a case, makes it easy for users to search for emails they added as cases to Salesforce.

1. If you haven’t already done so, enable and configure On-Demand Email-to-Case.
2. Define Email-to-Case destinations (also known as email routing addresses).
3. Enable the Create Case feature in your configurations, which adds the Create Cases dropdown list button in Outlook.

See Also

• Email Application Publisher Layouts
• Create Salesforce for Outlook (Retiring) Configurations
• Set Up Email Options for Salesforce for Outlook (Retiring)