5 Reasons to Opt For Advanced Case Management in Salesforce

Businesses that go the extra mile to make sure that customers reap the rewards in terms of repeat business, positive word-of-mouth, and increased sales.

By resolving customer issues quickly and smoothly, you’ll achieve customer satisfaction.

Salesforce Service Cloud enables you with the Email-to-Case feature for resolving customer queries by converting email into cases.

Let’s look at how advanced case management in Salesforce enables you to take customer service to a whole new level.

Email-to-Case and Email-to-Case Advance: At a Glance

1. Email-to-Case

• A native Salesforce feature that enables you to automatically convert customer email into support cases within your Salesforce CRM
• Enables you to automate the creation and assignment of cases
• Ensures that support requests are efficiently managed and tracked, providing a seamless experience for customers and support teams

2. Email-to-Case Advance

• A solution built by the Salesforce specialists at Grazitti, it offers additional features and customization options over standard Email-to-Case
• Enables you to enhance the Email-to-Case process with greater flexibility and control
• Helps you automate processes and customize features to simplify the work of agents and increase productivity
• Empowers you with granular control over case creation and resolution

Why Opt for Advanced Case Management in Salesforce

Here’s a detailed look at the differences between standard Email-to-Case in Salesforce Service Cloud and Email-to-Case Advance:

Features

1. Email-to-Case

• Automate and simplify the creation, tracking, and management of support cases
• Automate case creation and routing, minimize response time, and ensure prompt resolution of customer issues
• Free up support agent time and enable them to focus on resolving cases rather than process email manually

2. Email-to-Case Advance

• Clean case comments and remove unnecessary threading
• Automate recipient removal, and including multiple teams in cases
• Auto-suggest users, contacts, and teams in the recipient list
• Automate the handling of duplicate cases, auto-suggest KB articles, prevent email looping, handle blacklist, and exclude list email/domains internally
• Create different comments (public/private) as per organizational security and compliance
• Customize the comment timeline by showcasing different channels, filters, Jira, case comments, case history, (schedule) drafts, types such as public and private, and preview, edit and delete comments
• Customize pagination, comment numbering, and color coding
• Edit case fields, view the summary, manage recipients and attachments, view existing case comments, and add canned comments, on a single case comment page
• Use the above features on a single admin panel

Automation Capabilities

1. Email-to-Case

• Automatically convert customer emails into support cases within Salesforce
• Eliminate the need for manual case creation
• Reduce response time and ensure efficient case management

2. Email-to-Case Advance

• Customize case creation rules, auto-suggest KB articles, handle duplicates including comments beyond 4K bytes
• Prevent email looping, manage blocker email
• Automate complex workflows, streamline case handling, and speed up issue resolution

Customization

1. Email-to-Case

• Limited customization options
• Define basic email templates for automated responses
• Minimal control over case routing or assignment rules
• Useful for organizations for straightforward support processes

2. Email-to-Case Advance

• Extensive customization capabilities
• Define complex case creation rules and clean case comments
• Create individual comments and enable multiple attachments
• Auto-suggest recipients, enhance comment timeline, and personalize case comment page based on specific criteria
• Enable tailored support processes to align with unique business requirements

Coding Extensibility

1. Email-to-Case

• Limited coding extensibility options
• Salesforce provides standard functionalities and triggers to automate basic email-to-case processes
• Customization is possible through configuration settings
• Scope for custom coding is limited, resulting in high cost and maintenance

2. Email-to-Case Advance

• Extensive coding extensibility options
• Leverage Salesforce’s Apex programming language to customize and enhance the email-to-case process
• Create complex workflows, validation rules, custom email templates, and integration with other Salesforce features or external systems

Costing and Support Maintenance

1. Email-to-Case

• Standard feature included in Salesforce Service Cloud licenses
• Requires no additional costs for implementation
• Requires costs due to coding, automation, and customization to run the features
• Requires high maintenance since it primarily focuses on Email-to-Case conversion

2. Email-to-Case Advance

• Highly cost-effective as it doesn’t require manual effort for coding, customization, and automation
• Requires little to no maintenance
• Monitor and adjust case creation rules and customize the product according to requirements

Manual Work

1. Email-to-Case

• Reduce manual effort by automating case creation from customer email
• Certain manual steps are required, such as assigning cases to appropriate support agents or following-up

2. Email-to-Case Advance

• Minimize manual effort by customizing the product according to needs
• Reduce the need for manual intervention
• Ensure that cases are handled by appropriate teams without manual intervention in terms of handling domains/email in blacklist or exclude list

While Email-to-Case provides a solid foundation for automating Email-to-Case conversion, Email-to-Case Advance offers advanced customization, enabling you to tailor case management according to your needs.

Transform Case Management in Salesforce Service Cloud. Talk to Us.