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    Simplify Case Management With an Advanced Email to Case Solution in Salesforce

    In an increasingly digital world, better customer service has indeed become a key driver of growth for almost every brand.

    According to recent research, 89% of customers[i] are highly likely to make another purchase after a positive customer service experience.

    In fact, approximately three out of five consumers[ii] report that good customer service is a key factor for them to feel loyalty toward a brand. This reflects the importance of extending exceptional customer service to users.

    When stuck with a product/service-related query, customers turn to brands for prompt support. And emails are one of the most ideal mediums for agents to deliver support.

    To deliver on that, Salesforce Service Cloud is what support agents trust to deliver better support.

    In this article, we’ll discuss how an advanced Email-to-Case Solution for Salesforce can be your best bet to simplify and streamline case management.

    What is Email to Case in Salesforce?

    With Salesforce’s Email-to-Case, cases can be created directly from the email. It helps your support team to efficiently resolve and correspond with customer inquiries/issues via email.

    It helps you to quickly get cases into Salesforce by creating cases and auto-populating case fields when customers send messages to the email addresses you specify.

    However, this standard functionality might not cut it for the growing expectations of your customers. At Grazitti, we understand this, which is why we created ‘Email to Case Advance’.

    Let’s find out more about it.

    What is Email to Case (E2C) Advance?

    E2C Advance is the extension of the standard functionality by Salesforce and offers many amazing features that your support team can leverage to manage cases, improve productivity, and enhance CX.

    E2C Advance is a smart application built on top of Salesforce. It adds fuel to the Service Cloud fire by making support agent’s jobs easier using efficient processes and automation.

    And the best part is that this application doesn’t hamper any standard Salesforce Service Cloud features like page layout, setting ‘from address’, customized email templates, new email notifications, or any customization. Pretty cool, isn’t it?

    Features of E2C Advance

    With this smart solution for your support teams using Salesforce Service Cloud, you can handle case management effectively. Let’s look at all the features this solution is packed with.

    1. View Clean Emails and Case Comments: This feature enables you to create comments from email directly, automating the ‘email to case page’ sync. For instance, if you receive an email from the Salesforce ecosystem, or send one, you can easily create a comment by using the ‘Case Comment’ option.

    On receiving the customer email, E2C Advance places the email text including the subject and attachments (if any) into the ‘Advance Case Comments’ section which enables better visibility. Also, it only selects the current message and syncs that to the comments page and not the whole thread.

    You can also decide if you want to enable these features for:

    • Incoming Emails
    • Outgoing Emails
    • Both

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    2. Notify People in CC and BCC: Using E2C Advance, you can choose scenarios whenever you want to notify the additional recipients. Your scenario can be a case creation, new case comments, or closing cases. Additionally, you can restrict the sender and recipients by blocking specific domains and email addresses.

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    Additionally, you can add multiple teams in an email by putting them in CC or BCC by selecting from the drop-down option.

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    Also, you can easily add roles for Accounts and Case teams and send emails to selected teams.

    3. Add Account Watchers on Case: For a more efficient and complete customer overview and better service strategy, it is essential to have a few key members monitor the activities of a case. With E2C Advance, you can enable the trigger to add an account watcher API Field.

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    This gets you the flexibility to add certain key account holders to be Account Watchers. For instance, a sales rep that reached out to the customer can get an overview of the account as well as get notified whenever a case is updated or any comment is added.

    4. Manage Communication on Closed Cases: Usually, support teams close a case after receiving no response. But what if the customer responds to the case after a few days or even weeks?

    Handling communication on closed cases effectively can be a slippery slope.

    That’s where E2C Advance can help provide an effective way to deal with communication on closed cases. It provides four options so that you can decide how you want to communicate on closed cases. They are:

    • Create a new case
    • Reopen the case
    • Take no action
    • Reopen or create a new case [After a limit of days (90 Days)]

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    5. Prevent Email Looping: Automated email exchanges usually cause two servers to be stuck in an infinite loop of replies and counterreplies. That’s where E2C Advance can be useful to prevent looping of emails if you have an autoresponder installed.

    You can choose a number beyond which the transactions of emails will automatically be blocked. Here there are two options that are provided to the user:

    • Email Looping Break Time (Min) to set the time cap as to how many emails can come.
    • Case Count to showcase how many cases can be created under the provided time cap.

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    6. Auto-Attach Attachments: Salesforce users who are using the Classic Experience can’t select more than one attachment. This can restrict them from offering a better user experience. However, this is not a concern for Lightning users. Lightning supports the ‘Files’ format where multiple files can be attached.

    E2C Advance allows Classic users to share multiple attachments/files simultaneously. You can upload and link multiple attachments/files to a case, which can be of the type TXT, PDF, or JPG.

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    7. Create Cases from Emails Forwarded by Employees: When your employees such as Technical Support Engineers forward a customer email to your support reps, E2C Advance converts that email into a case and the case is created by the name of the original sender – your customer. Also, you can authorize email forwards based on the profile ID.

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    8. Handle Cases from Non-Customers: Managing case creation from emails forwarded by non-customers is easy with E2C Advance. While configuring E2C Advance, you can choose from four different options of what you want to do in cases when you receive an email from non-customers. They are:

    • Stop Case Creation
    • Auto-Close With an Email
    • Create New Contact
    • Create New Lead

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    9. Automated Article Suggestion: Let’s say, a customer raises a case for a common issue. Wouldn’t it be easier if you could eliminate the need for your agents to manually search for the right solution article to respond with? E2C Advance makes it happen. It can automatically share related/similar articles with your customers when they raise a case to ensure a better support experience.

    If the Custom Code for Article Suggestion is checked marked you can run Search APIs. Also, if you want to send articles from a different browser, you can connect the Search API with our solution.

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    E2C Advance analyzes customer emails, identifies keywords, drills into your connected knowledge bases to find relevant articles, and shares those articles along with confirmation emails.

    10. Merge Duplicate Cases: Duplicates do no good in any business scenario. Duplicate cases can reduce the productivity of your support agents.

    With E2C Advance, you can choose either to mark a case as a duplicate or simply delete it. However, in both scenarios, you have to select a case as a master case and the remaining will either be marked as a copy of it or will be deleted.

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    Additionally, there’s a button E2CA Manage Duplicate. If you tap on this button, you can view all the duplicate cases in a particular account in a list view and you also get an option to merge the duplicate case.

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    11. Enhanced Comments: In Salesforce, case comments support 4000 characters only. However, sometimes an email thread can be exhaustive and can exceed the 4000 character limit. In such cases, Salesforce won’t allow users to insert the comment in the case.

    Here, E2C Advance offers the option of Long Comment generation. This will allow you to add comments in the comment body field.

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    12. Canned Comments: It is common that there are certain issues or queries that are frequently asked by customers. In such cases, commenting every time on those cases only adds to your support rep’s job. This can be avoided by using the ‘Canned Comments’ functionality provided by E2C Advance.

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    Support reps can add ‘Canned Comments’ to answer frequently asked questions. Also, users can add these comments in the email body and send them to the customer, if required, thus saving time and effort for your support agents.

    13. Get Case Summary: Wouldn’t it be easier if your support reps have a comprehensive overview of the case summary on the case comment page without having to read all comments? Well, E2C Advance does just that. It enables users to view the case summary on the case comment page.

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    14. Case Comments Timeline: One thing that your support agents would surely love is an overview of the comment history of a case. E2C offers a case comments timeline that helps users to view the comment history of the selected case using the available filters.

    On the comment timeline, you can see all the comments added to the case from all the sources, be it from comments using Salesforce, emails, or Jira.

    There are multiple filters that can be accessed through metadata and users can create new filters through metadata.

    With E2C Advance in your corner, you can improve your support efficiency and customer experience by saving emails as case comments, adding multiple attachments with the case, clean comments, and more.

    Take, for example, how we enabled one of our customers, a leading cloud-security provider to boost their agents’ productivity with Email to Case Advance for Salesforce, simplified case management, and faster case resolution. Find out more about the complete solution here.

    If you wish to hit the support experience ball out of the park, Email to Case Advance is the way to go!

    Need help getting started with E2C Advance in Salesforce? Fret not, feel free to drop us a line at info@grazitti.com, and we’ll take it from there!

    References

    [i] Salesforce Research
    [ii] Zendesk CX

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