Automate “email to case page” synchronization. When a customer emails, E2C Advance places the email text into the comments section and attachments into the attachment section for clear visibility.
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.
Don’t make your customers wait. E2C Advance analyzes customer emails, identifies keywords, digs into your connected knowledge bases to find relevant articles, and shares those articles along with confirmation emails.
Improve support availability with E2C Advance. It springs into action when two servers find themselves stuck in an infinite loop of replies and counterreplies because of automated email exchanges.
Save time on finding the original sender. When your employees forward a customer email to your support reps, E2C Advance converts that email into a case. The case is created in the customer’s name.
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.
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 Advance extracts data from these fields and appends the data to the emails your support reps send.
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.
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.
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.
Grazitti Interactive is a global digital services provider leveraging cloud, mobile and social media technologies to reinvent the way you do business. Since 2008, Grazitti has been helping companies power their business with its marketing automation and cloud innovation services.