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How do I get started with Email-to-Case?

Knowledge Article Number 000006097
Description How do I get started with Email-to-Case?
Resolution

Setting Up Email-to-Case or On-Demand Email-to-Case

Email-to-Case is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

What is Email-to-Case and what does it do?

Salesforce can automatically create a case when an email is sent to one of your company's email addresses, such as support@company.com. This Email-to-Case functionality auto-populates case fields from the content of each email. For example, an email subject heading becomes a case subject. Your organization can set up Email-to-Case or On-Demand Email-to-Case to efficiently resolve and correspond with customer inquiries via email. Salesforce allows you to choose one of two Email-to-Case options:

Email-to-Case

Email-to-Case requires downloading the Email-to-Case agent from wiki.developerforce.com/index.php/Email_To_Case and installing the agent behind your network's firewall.

Use Email-to-Case if you have a requirement to keep all email traffic within your firewall, and you want to accept email attachments larger than 25 MB from customers.

On-Demand Email-to-Case

On-Demand Email-to-Case uses Apex email services to convert email to cases, without you having to download and install an agent behind your network's firewall.

Use On-Demand Email-to-Case if you are not concerned about keeping email traffic within your firewall and you do not need to accept attachments larger than 25 MB from customers.

Setting Up Email-to-Case (the Agent)

To setup Email to Case, follow the procedures outlined below:

1. Determine the email routing addresses that your customers can use to submit cases to your support team. Emails are automatically converted to cases based on the settings specified for each routing address.

2. Set up assignment rules, escalation rules, and auto-response rules.

3. In Salesforce, enable Email-to-Case and configure your email routing addresses.

You need to add a new email routing address, verify the new email routing address, and enable Email-to-Case:

Click Setup ➤ Customize ➤ Cases ➤ Email-to-Case. (More information available on top portion of this page)

4. From the Routing Addresses related list, click the ‘New’ button to create a new Routing Address. A routing address is activated after Email-to-Case is enabled.

From the Email-to-Case Settings page, you can also:

  1. Click Edit to edit an existing routing address.
  2. Click Del to delete an existing routing address.
  3. Click Verify to confirm and verify the email address used in an existing routing address. A verification email is immediately sent to the new routing address, which includes a link, that when clicked, completes the verification process.

5. Enter the routing address settings and click on Save.

6. Check the inbox for that Routing Address to verify the email address

7. Add email related list to Case page layouts. Click Setup ➤ Customize ➤ Cases ➤ Page Layout and select a page layout and click on Edit. On top, click on ‘Related Lists’ on the left panel and drag and drop the ‘Emails’ field to the page layout and click on Save

8. Now you need to download the Email-to-Case Agent and configure it to run against your email server.

See the attached document for more information on how to configure your Email to Case Agent.

9. Test the configuration by sending an email to a verified routing address to make sure a case is created.

 

Note** The ‘Automated Case User’ that you select in

Setup ➤ Customize ➤ Cases ➤ Support Settings

will receive an error notifications every time the Email to case Agent fails to create a case.

If an email comes in and if it is assigned a record type that the 'Automated Case User' does not have access to, the Email to Case Agent will fail and no case will be created

So in effect ‘Automated Case User’ must have access to all Case Record Types to be able to create cases.

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Is Java knowledge required to configure and deploy the Email-to-Case Agent?

Configuration of the Email-to-Case Agent code does not require Java knowledge. The process consists of the following:

1. Configuring the sfdcconfig.txt file - what username and password does the agent use to connect to Salesforce?

2. Configuring the email2case.txt file - which mailboxes does the agent poll through IMAP?

3. Setting up and test routing addresses - what are the record type, origin, and priority of cases per mailbox being polled?

It may be necessary for the IT person to have a bit of Java knowledge to make sure the customer has JDK 1.4.2_03 or above installed. The provided code does not yet work with JDK 1.5.

The only need for Java programming skills is if you want to change the functionality of the Email-to-Case Agent code. If you are satisfied with the current functionality, then you only need to download, configure, and run.

 

Check the attached word document "information.doc" for more information

 

 

Setting Up On-Demand Email-to-Case

The following high-level steps outline how to set up On-Demand Email-to-Case:

1. Determine the email routing addresses that your customers can use to submit cases to your support team. Emails are automatically converted to cases based on the settings specified for each routing address.

2. Set up assignment rules, escalation rules, and auto-response rules.

3. In Salesforce enable Email-to-Case and configure your email routing addresses.

You need to add a new email routing address, verify the new email routing address, and enable Email-to-Case:

Click Setup ➤ Customize ➤ Cases ➤ Email-to-Case. (More information available on top portion of this page)

4. From the Routing Addresses related list, click the ‘New’ button to create a new Routing Address. A routing address is activated after Email-to-Case is enabled.

From the Email-to-Case Settings page, you can also:

  1. Click Edit to edit an existing routing address.
  2. Click Del to delete an existing routing address.
  3. Click Verify to confirm and verify the email address used in an existing routing address. A verification email is immediately sent to the new routing address, which includes a link, that when clicked, completes the verification process.

5. Enter the routing address settings and click on Save.

6. Check the inbox for that Routing Address to verify the email address

7. Add email related list to Case page layouts. Click Setup ➤ Customize ➤ Cases ➤ Page Layout and select a page layout and click on Edit. On top, click on ‘Related Lists’ on the left panel and drag and drop the ‘Emails’ field to the page layout and click on Save

8. Configure your email system to forward case submissions to the email services address provided to you by Salesforce. This step varies depending on what email client do you use. You can forward them directly from your Exchange server or setup a forwarding rule to reroute these emails.

For more information, see your email system's documentation.

9. Test your email routing addresses:

a. Manually send emails to the routing addresses.

b. Verify that the emails convert to cases based on their routing address settings.

10. Add the email address that you configured to your company's support website. This is the email address customers can use to submit cases to your support team.

 

Note**

The ‘Automated Case User’ that you select in Setup ➤ Customize ➤ Cases ➤ Support Settings will receive an error notifications every time the Email to case fails to create a case.

‘Automated Case User’ must have access to all Case Record Types to be able to create cases.

See the Attach pdf 'Email to case in Detail' for detail information from Help and Training





Attachments
Name Type Size
information.doc
101KB

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