How does Email-to-case match an incoming email to an existing contact
|Knowledge Article Number||000006526|
Explanation on how Email-to-Case matches an existing contact in Salesforce with a case created from an incoming email
When an incoming email creates a case in Salesforce via Email-to-Case, the logic looks to match the email address in the FROM field to a Contact's email address in Salesforce. If a match is returned, the system associates the created case to the related contact record.