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    Optimize Customer Support With Case Management in Salesforce Service Cloud

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

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

    That said, it can create duplicate cases from email threads and may not always convert forwarded emails into comprehensible cases, leading to challenges in managing customer interactions efficiently.

    Email-to-Case Advance: An Advanced Case Management
    Solution for Salesforce

    Email-to-Case Advance (E2CA) is an innovative solution that offers a panacea to all standard Email-to-Case limitations. Being Salesforce-native & Lightning-ready, it simplifies the job of support agents with efficient processes and automation.

    Email-to-Case Advance lets you enable record types, keep different teams in the loop, extend case comments for outbound and inbound emails, and more to improve customer support workflows and boost case deflection. Check it out on Salesforce AppExchange.

    Greater Customizability and Flexibility

    Greater Customizability and Flexibility

    Quicker Case Resolution

    Quicker Case Resolution With Consistent Support Workflows

    Access for Unlimited Users

    Access for Unlimited Users With a Single Product License

    Adaptive With Both Classic

    Adaptive With Both Classic and Lightning Experiences

    Fast-Paced and Agile

    Fast-Paced and Agile Product Development

    Key Features of Email-to-Case Advance

    Unlock the true potential of your customer support with Email-to-Case Advance. From simplified case histories to improved customer engagement, E2CA empowers your team with unparalleled efficiency and transformative capabilities.

    Clean Case Comment Creation
    from Email

    Create case comments from emails and remove unnecessary threading

    Add Watchers on Case

    Include watchers on the account and case level to forward updates

    Keep Everyone in the Loop

    Manage recipients using blacklist and exclude list emails and domains

    Enhanced Comments

    Extend case comments for outbound and inbound emails beyond the 4K bytes limit

    Notify Different Teams

    Include the case and account team members in the communication loop

    Personalize Case Comment Page

    Customize the add case comment page with attachments, canned comments, and more

    Prevent Email Looping

    Prevent case creation due to email looping when using an autoresponder

    Auto Attach Attachments

    Simultaneously share multiple attachments and files using auto-attach

    Configure Automated Article Suggestion

    Suggest knowledge base articles in the acknowledgment 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 the Internal Team

    Define the criteria to handle email forwards by engineers/account manager

    Handle Cases from Non-Customers

    Customize the settings for cases from users who don’t have a Salesforce account

    Enable Duplicate Case Merge

    Define the criteria to identify and manage duplicate cases

    Case Comment Timeline

    Display case conversation via comments from Salesforce, email, and case history

    Add Case Comment Page

    Draft/preview/schedule comments, update case fields, view summaries, and more on a single page

    Experience the Capabilities Of Email-to-Case Advance

    Delivering Value to Customers Amid Growing Customer Expectations

    Email-to-Case Advance meets growing customer expectations by seamlessly transforming emails into actionable cases. It ensures efficient issue resolution and delivers unparalleled value to enhance the customer support experience.


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    Agent Case


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    Higher Case


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    High Customer
    Satisfaction and Retention

    Trusted by Customers Across Industries

    E2CA has emerged as a trusted ally for businesses looking to elevate their customer support game. Join the ranks of satisfied customers who have experienced the transformative power of E2CA across various industries.

    Unlocking Enhanced Customer Support With E2CA

    A Suite of Benefits

    Streamlined Case History Management

    Streamlined Case
    History Management

    E2CA ensures that every interaction is logged and easily traceable. Support agents can effortlessly follow the case history, empowering them with a comprehensive understanding of previous interactions, resolutions, and customer preferences. This rationalized approach enables quick and informed decision-making, ultimately increasing customer satisfaction.

    More Accessible Information

    More Accessible Information

    Accessibility is key to effective customer support. E2CA centralizes information, making it readily accessible to support teams. With a unified view of customer data, agents can swiftly retrieve the information they need, reducing resolution times and enhancing the overall efficiency of the support process.

    Streamlined Case History Management

    Combining Multiple
    Actions Into a Single View

    E2CA simplifies complex workflows by consolidating multiple actions into a single view. Whether it’s managing case updates, customer communications, or internal notes, the platform provides a unified interface. This not only enhances the support process but also reduces the risk of oversight, ensuring that all aspects of a case are comprehensively addressed.

    Improved Customer Engagement

    Improved Customer Engagement

    Engaging customers effectively is a cornerstone of successful support. E2CA facilitates improved customer engagement by providing a user-friendly interface for customers to submit queries and receive updates. With automated responses and timely communication, E2CA ensures customers feel heard and valued throughout the support journey.

    Consistent Communication

    Communication Between Customers & Agents

    Communication is the backbone of customer support, and E2CA ensures consistency in every interaction. By centralizing communication channels, the platform eliminates silos and ensures that both customers and agents are on the same page. This consistent communication fosters trust, transparency, and a positive customer experience.

    Organized Customer Interactions

    Organized Customer Interactions

    E2CA brings order to the chaos of customer interactions. The platform organizes and categorizes customer inquiries, making it easy to prioritize and address urgent issues. With a structured approach to case management, support teams can operate more efficiently, leading to a higher resolution rate and increased customer satisfaction.

    Experience the Future of Customer Support

    [On-Demand Webinar]

    Simplifying Case Management in Salesforce Service Cloud

    Simplifying Case Management in Salesforce Service Cloud

    Sushmita Mehta (Host)

    Product Marketing Specialist Grazitti Interactive

    Simplifying Case Management in Salesforce Service Cloud

    Shashikala Tiwari

    Team Lead, Salesforce Practice Grazitti Interactive

    Simplifying Case Management in Salesforce Service Cloud

    Varinder Kaur

    Team Lead, Salesforce Practice Grazitti Interactive


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    Frequently Asked Questions

    What is Email-to-Case & Web-to-Case in Salesforce?
    Email-to-Case is an out-of-the-box Salesforce functionality that automatically creates cases and auto-populates case fields when customers send messages to a specified support email address. Web-to-Case allows organizations to generate a web form which they can add to their website using which their customers can create cases and those cases will be logged in Salesforce.
    What is Case Thread ID in Salesforce?
    The Case Thread ID is a unique number that identifies the organization and case associated with the outgoing email. It helps ensure that replies to the original email are associated with the correct case. Salesforce, however, is going to depreciate this functionality and start using Message ID instead Read more here:
    How does email to case work in Salesforce?
    How to create a Case with a Subject line?
    Emails sent to the specified service email address will automatically copy email subject to case subject field and email body to case description section.
    How to enable On-Demand Email-to-Case?
    On-demand Email-to-Case uses Apex Email services. You simply need to enable it, specify the support email address, and set up forwarding in your email system.
    What are Requeue Messages?
    Requeue message - The email service queues the message for processing in the next 24 hours. If the message is not processed within 24 hours, the email service returns the message to the sender with a notification that explains why the message was rejected.
    How to automatically identify a duplicate case and close it?
    Based on the email subject, requester, and time of creation, the ‘Find Duplicate’ button can be used to identify duplicate cases.
    Is there a size limit for attachments using Email-to-Case?
    Yes, 25 MB is the maximum File size that can be attached.
    What is the maximum number of web cases we can capture using the Web-to-Case widget in Salesforce?
    5000 is the number of web cases that one can capture to the max.
    How to prevent Email-to-Case from creating multiple cases on the same email thread?
    It is already prevented in Salesforce by default. Refer to this link for details -
    Who owns new web-generated cases?
    While configuring, you can create an active case assignment rule to determine how web-generated cases are assigned to users or put into queues. Refer to this link for details:
    How do I specify which information to capture?
    Your Salesforce admin selects the list of fields to specify capturing of information. Read more about the Web-to-Case here:
    Can I capture cases from multiple web pages?
    Yes, you can.
    How is the ‘Age’ calculated in case reports?
    Refer to this article to learn how you can configure reports to calculate case age.
    How can a user manually share records with other users?
    Refer to this article for details on how you can manually share record with other users:
    Can I customize Email to Case Advance per my needs?
    Yes, you can.