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Set Up Email-to-Case

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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.

Required Editions

View supported editions.
User Permissions Needed
To enable and set up Email-to-Case: Customize Application
Tip
Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.
  1. Turn On Email-to-Case
    Get your company ready to automatically turn incoming email messages into cases by enabling Email-to-Case and the on-demand service.
  2. Configure Email-to-Case
    Configure your Email-to-Case settings to customize how Salesforce handles and creates cases from incoming emails. If you set up Email-to-Case in Salesforce Go, some of these settings may already be configured.
  3. Add Routing Addresses for Email-to-Case
    Set and configure routing addresses to redirect case submissions to the email services address provided by Salesforce. A case is created when the email address you specify is listed in the To, CC, or BCC fields of a customer email.
  4. Add Agentforce Service Agent to Email
    Automate email responses with Agentforce Service Agent.
 
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