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 designated support email address. Web-to-Case lets organizations create a web form for their website, allowing customers to submit cases that are then logged directly in Salesforce.
What is the 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 the Message ID instead. Read more here:
https://help.salesforce.com/articleView?id=000356212&language=en_US&mode=1&r=https:%2F%2Fwww.google.com%2F&type=1
How does Email-to-Case work in Salesforce?
Email-to-Case in Salesforce converts customer emails into support cases automatically. However, it has some limitations, like duplicate cases, truncated comments, spam filtering, and manual case assignments.
How to create a Case with a Subject line?
Emails sent to the specified service email address will automatically copy the email subject to the case subject field and email body to the 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?
A Requeue message occurs when the email service temporarily queues an incoming message for processing within the next 24 hours. If the message isn’t processed during this period, the service returns it to the sender along with a notification explaining why it 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?
Organizations can capture a maximum of 5,000 web cases.
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 – https://developer.salesforce.com/forums/?id=9060G000000IBusQAG
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: https://help.salesforce.com/servlet/servlet.FileDownload?file=015300000036A6eAAE
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: https://help.salesforce.com/servlet/servlet.FileDownload?file=015300000036A6eAAE
Can I capture cases from multiple web pages?
Yes, you can capture cases from more than one web page.
How is the ‘Age’ calculated in case reports?
Refer to this article to learn how you can configure reports to calculate case age. https://help.salesforce.com/articleView?id=000341512&type=1&mode=1
How can a user manually share records with other users?
Refer to this article for details on how you can manually share a record with other users: http://sfdcsrini.blogspot.com/2014/01/salesforce-sharing-button.html
Can I customize Email-to-Case Advance per my needs?
Yes, you can customize E2CA according to your unique requirements.