Optimizing Salesforce Case Management
For Improved Workflows and Case Resolution
Overcoming Salesforce Email-to-Case (E2C) Challenges
with an
Advanced Solution
Salesforce Email-to-Case is a reliable tool for converting customer emails into support cases, ideal for small to mid-sized businesses with basic support needs. While it efficiently manages case creation and routing, some E2C limitations disrupt your business with high email volumes and complex workflows.
Email-to-Case Advance (E2CA) enhances these capabilities by offering advanced features like improved comment handling, watcher notifications, and duplicate prevention. E2CA seamlessly extends Salesforce’s native functionality, empowering support teams to deliver faster, smarter service in more demanding environments.
Here are four common issues that illustrate the hidden chaos of relying solely on native Email-to-Case:
Duplicate Cases Everywhere
Every customer reply creates a new case instead of updating the existing one, overwhelming your agents.
Truncated Case Comments
Important details get truncated due to Salesforce’s 4K character limit, forcing agents to request the same information again.
Spam is Flooding Your System
No filters allow junk emails to generate unnecessary cases, distracting agents from real issues.
Manual Work is Slowing You Down
Lack of automation leads to manual case assignment, delaying resolutions, and frustrating customers.
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.
Advancing its capabilities, E2CA boosts agent productivity using Agentforce. Together, they automate repetitive tasks like case summarization, response recommendations, comment generation, and scheduled drafts, leading to improved efficiency and personalized customer service.
Greater Customizability and Flexibility
Quicker Case Resolution With Consistent Support Workflows
Access for Unlimited Users With a Single Product License
Adaptive With Both Classic and Lightning Experiences
Fast-Paced and Agile Product Development
Our Value Proposition
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 threads.
Add Watchers to Cases
Include watchers at the account and case levels to forward updates.
Keep Everyone in the Loop
Manage recipients using blacklists 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 case and account team members in the communication loop.
Personalize the 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.
Beyond the Basics: How Email-to-Case Advance
Outperforms Standard
Functionality
Standard Email-to-Case gets the job done, but Email-to-Case Advance (E2CA) takes it to the next level.
See how E2CA solves real-world support
challenges with intelligent
automation, customizability, and
streamlined workflows.
| Features | Standard Email-to-Case | Email-to-Case Advance |
|---|---|---|
| Case Threading | Limited | Clean, Organized Threading |
| Attachments | Basic Handling | Smart Attachment Management |
| Email Thread Continuity | Broken Across Replies | Original Email Threads Preserved Across Agent Replies |
| Comment Limits | 4K Bytes | Extended Comments Supported |
| Forwarded Email Handling | Often Fails | Seamless, Intelligent Parsing |
| Multi-team Notifications | Manual | Automated and Configurable |
| Mobile App Support | Not Available | Full Comment Timeline & Publisher Visibility on Mobile |
| Image Text Extraction | Not Available | Built-in OCR for Image Attachments |
| Comment Scheduling | Not Available | Time Zone-Aware Email Scheduling |
| UI Flexibility | Standard | Customizable Comment Page |
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.
30%
Agent Case
Management
15%
Higher Case
Resolution
15%
High Customer
Satisfaction and Retention
Unlocking Enhanced Customer Support With E2CA
A Suite of Benefits
Streamlined Case History Management
E2CA ensures that every interaction is logged and easily traceable, giving support agents full visibility into the case history. With a clear view of previous conversations, resolutions, and customer preferences, agents can quickly understand the context of an issue. This streamlined approach enables faster, more informed decision-making and ultimately improves overall customer satisfaction.
More Accessible Information
Accessibility is essential for effective customer support. E2CA centralizes information and makes it easily accessible to support teams. With a unified view of customer data, agents can quickly retrieve the information they need, reducing case resolution time and improving the overall efficiency of the support process.
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
Engaging customers effectively is a cornerstone of successful support. E2CA enhances customer engagement by providing a user-friendly interface for submitting queries and receiving updates. With automated responses and timely communication, it ensures customers stay informed and feel valued throughout the support journey.
Consistent 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
E2CA brings order and visibility to customer interactions by organizing and categorizing inquiries, making it easier for support teams to prioritize and respond effectively. With a structured approach to case management, teams can operate more efficiently, leading to higher resolution rates and improved customer satisfaction.