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Empower Service Agents With Simplified Case Management

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Case Management in Service Cloud

A case is a customer question, feedback, or issue. Support agents use cases to interact with customers and track issue resolution.

You can create, locate, edit, sort, and filter cases & queues using standard and custom list views on the Cases tab.

With case management in Service Cloud, you can automatically assign the right agent, streamline service processes, as well as see the full context of your cases.

Email-to-Case in Salesforce enables you to communicate with customers over email directly from the Service Console, by turning customer emails into cases.

Introducing

Email-to-Case Advance

At Grazitti, the Salesforce specialists have built Email-to-Case Advance. A Salesforce-native & Lightning-ready solution, it simplifies the job of support agents with efficient processes and automation.

With Email-to-Case Advance, you can enable record types, keep different teams in the loop, extend case comments for outbound and inbound emails, and more.

Email-to-Case Advance Features

Clean Case Comment Creation from Email – Enable to create case comments from emails and remove unnecessary threading

Add Watchers on Case

Keep Everyone in the Loop – The ability to manage recipients using functionalities like blacklist and exclude list emails and domains.

Enhanced Comments – Extending Case Comments for Outbound Emails and Inbound Emails – Include salesforce limitation of Long Comments above 4K bytes

Keep different Teams in loop – Include Case team and Account teams

Personalize Case Comment Page – Customise the Add Case Comment Page like Case fields,

Prevent Email Looping – Prevent email looping caused due to out of office and other reasons

Add Watchers on Case

Auto-Attach Attachments – Email to Case Advance supports both auto-attachment of files and attachments

Configure Automated Article Suggestion – Suggest KB articles in the Acknowledgement email sent to Customers

Manage Communication on Closed Cases – Decide what should happen when a customer responds to a closed case

Manage Forwarded Cases By Internal Team – Define the criteria to handle email forwards by engineers/Account Manager

Handle Cases from Non-Customers – Customize the settings for cases coming from the user who dont have account on Salesforce

Enable Duplicate Case Merge – Define the criteria to handle duplicate cases

Watch Email-to-Case Advance in Action

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