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            Set Up Email-to-Case for Employee Concierge

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            Set Up Email-to-Case for Employee Concierge

            Email-to-Case automates the creation of support cases from emails. The feature provides your employees the ability to submit cases within their day-to-day workflow without logging into the Employee Service community.

            Required Editions

            Available in: Lightning Experience

            Employee Concierge uses the Email-to-Case feature from Service Cloud to provide an Employee Service-centered experience. Email-to-Case provides communication for support tickets over email between service agents in the Service Console and employees in their email inbox.

            To get started, use the Service Cloud Email-to-Case guided setup flow, and then return here to tailor your Email-to-Case settings for Employee Concierge.

            1. Set Your IT Case Page Layout for Email-to-Case Enablement
              Set the Email quick action in your IT Case Page layout to generate cases from the Service Console and Employee Service community.
            2. Customize Your Email-to-Case Address Routing Settings
              Review and customize the default routing address setting to configure your preferred Email-to-Case configuration.
            3. Set Your Email-to-Case Support Settings
              Set your Email-to-Case support settings to allow email notifications in your Experience Cloud site and in your employee’s email inbox.
            4. Email-to-Case Considerations and Limitations for Employee Concierge
              Keep in mind several considerations and limitations when using Email-to-Case for Employee Concierge.
             
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            Salesforce Help | Article