More accessible information
Faster case resolution
Reduced support agent burnout
Increased agent productivity
Better customer engagement
Improved service experience
Here’s What You Can Do
Clean Case Comments and Attachments
Automate “email to case page” synchronization. When a customer emails, E2C Advance places the email text including the subject and attachments (if any) into the ‘Advance Case Comments’ section enabling greater visibility. You can also decide if you want to enable this for 1. Incoming Emails 2. Outgoing Emails 3. Both.
Handle Non-Customer Email
Select from four actions when you receive an email from non-customers: Don’t create a case; create a case, immediately close it, and notify the sender; create a case and add the person into the contacts’ list; or create a case and add the person into Leads.
Send Help with Confirmation Emails
Don’t make your customers wait. E2C Advance analyzes customer emails, identifies keywords, digs into your connected knowledge bases to find relevant articles, and shares those articles along with confirmation emails.
Prevent Email Looping
Improve support availability with E2C Advance. It springs into action when two servers find themselves stuck in an infinite loop of replies and counterreplies because of automated email exchanges.
Create Cases from Emails Forwarded by Employees
Create cases by the name of the original sender. When your employees forward a customer email to your support reps, E2C Advance creates a case in the customer’s name. You can also authorize email forwards based on the profile ID.
Notify People in To, CC, and BCC
Keep everyone updated on case progress. You can select the scenarios like when and whom you want to notify. A scenario can be case creation, new case comments, or case closures. Using workflows or Apex, you can send notifications to the people in To, CC, and BCC. You are also given the liberty to restrict the sender and recipients by blocking specified domains and email addresses.
Use the Advanced Case Comments Screen
Increase transparency by including essential data fields. You can insert comments, make them public or private, update case fields—such as status and priority—and add multiple attachments. E2C Advance extracts data from these fields and appends the data to the emails your support reps send.
Handle Multiple Case Attachments/Files
Share multiple attachments/files simultaneously. Service Cloud users in Salesforce Classic can upload and link multiple attachments/files—which can be of the type TXT, PDF, or JPG—to a case.
Configure and Customize Email Templates
Maintain brand consistency in your replies. You can choose from a set of predefined email templates and customize them to match your needs. Support reps’ replies will be shared in the customized templates.
Handle Responses to Closed Cases
Manage communication on closed cases with E2C Advance. You can opt to 1. Create a new case, 2. Reopen the case, 3. Take no action, or 4. Reopen a case if a customer emails within a set period (which you decide) and create a new case if the specified time has passed.
Merge Duplicate Cases
Decide what you want to do with duplicate cases. Using E2C Advance, you can choose either to mark a case as a duplicate or simply delete it. In both the scenarios, however, you have to select a case as a master case and the remaining will either be marked as a copy of it or will be deleted.