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Email to Case Advance

Email to Case Advance

Here’s What You Can Do

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View Inbound Customer Email on a Case Page

Automate “email to case page” synchronization. When a customer emails, E2C Advanced places the email text into the comments section and attachments into the attachment section for clear visibility.

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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.

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Send Help with Confirmation Emails

Don’t make your customers wait. E2C Advanced analyzes customer emails, identifies keywords, digs into your connected knowledge bases to find relevant articles, and shares those articles along with confirmation emails.

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Prevent Email Looping

Improve support availability with E2C Advanced. It springs into action when two servers find themselves stuck in an infinite loop of replies and counterreplies because of automated email exchanges.

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Create Cases from Emails Forwarded by Employees

Save time on finding the original sender. When your employees forward a customer email to your support reps, E2C Advanced converts that email into a case. The case is created in the customer’s name.

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Notify People in To and CC

Keep everyone informed. You can select the scenarios when you want to notify additional recipients. 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 and CC.

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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 Advanced extracts data from these fields and appends the data to the emails your support reps send.

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Handle Multiple Case Attachments

Share multiple attachments simultaneously. Service Cloud users in Salesforce Classic can upload and link multiple attachments—which can be of the type TXT, PDF, or JPG—to a case.

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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.

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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.

Email to Case Advanced Is Always Evolving

Suggest a Feature!

Get More than Just Standard Salesforce E2C

Pricing

$3,000 per year per org

Extra $999 for assisted implementation (optional)

pricing-icon Unlimited user
access
pricing-icon Salesforce Classic and
LEX support
pricing-iconHighly
configurable
pricing-iconSingle price
point
pricing-iconWorkflow
improvement