Streamline Case Management for Enhanced Service Agent Efficiency

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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

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

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

Explore Features in Detail

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

Explore Features in Detail

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

Explore Features in Detail

Experience the Capabilities Of Email-to-Case Advance

Book a Demo Now

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%

Case Resolution and Turnaround Time

15%

High Customer
Satisfaction and Retention

A Word From Our Customer

Awesome tool with incredible support

E2CA provides us with the ability to customize our email-to-case process to fit our needs. The team at Grazitti has been incredibly responsive and helpful. Whenever I have questions they are there to help me sort it out.

, Amanda Chrismon

Source: AppExchange

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.

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Unlocking Enhanced Customer Support With E2CA

A Suite of Benefits

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

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.

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 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 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 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.