Superior CX on Your Mind? Go Beyond Email to Case in Salesforce
One of the key factors that play a major role in an organization’s success is customer satisfaction.
It is achieved by providing customers with quick and effective resolutions for their queries.
Thus, streamlining case management is important for your business’s success.
In Salesforce Service Cloud, case management is used by sales, service, and support teams to track as well as manage customer issues.
With Salesforce’s Email to Case functionality, you can convert the customer emails into cases to provide customers with effective case resolutions.
However, you may face some challenges with it.
It creates duplicate cases from an email thread, offers a limited number of templates you can choose from, and doesn’t notify you when a new case is created or closed.
Email-to-Case Advance is a solution that helps you overcome these challenges and streamlines case management to provide effective customer case resolutions.
In this article, we will take a look at Email-to-Case Advance in detail.
Email-to-Case Advance for Streamlined Case Management in Salesforce Service Cloud
Email-to-Case Advance is an enhanced solution for the standard Salesforce Email-to-Case functionality.
It enables your support teams to manage customer cases effectively and provide better case resolutions.
With efficient processes and automation, Email-to-Case Advance makes agents’ jobs much simpler.
The features that Email-to-Case Advance offers for streamlining case management in Salesforce Service Cloud include –
- Clean Email/Comment Communication
- Controlled Email Recipients
- Email Loop Protection
- Manage Communication on Closed Cases
- Auto-Attach Attachments
- Manage Forwarded Cases by Engineers
- Handle Cases from Non-Customers – New Contact/Lead or Cancel
- Configure Automated Article Suggestion
- Case Duplicate Management
- Personalized Case Comment Interface
Email-to-Case Advance Installation Overview
To install Email-to-Case Advance, follow these steps.
Step 1 – Click on any of the links mentioned below based on your Org.
- In Sandbox
https://test.salesforce.com/packaging/installPackage.apexp?p0=04t6F00000413M2
- In-Production
https://login.salesforce.com/packaging/installPackage.apexp?p0=04t6F00000413M2
Step 2 – Install it for all profiles.
Basic Admin Components of Email-to-Case Advance
The admin panel of a case management system in the Salesforce Service Cloud must contain components that simplify case management for your support agents.
Email-to-Case Advance comes packed with several admin components that help your support agents streamline email to cases and provide customers with better case resolutions.
Let’s take a look at what you can manage with the admin console of Email-to-Case Advance.
1. Product License
With a Product License, you can activate the product in the Org and allow users to run it with all its available features.
2. Disable Triggers
The disable triggers component allows you to disable all the triggers in the package.
If there is any issue in the Org at the client’s end, you can disable the trigger and restrict all functionalities from running.
The functionality that is running through triggers will not work, like Case Comment Insertion, to debug the error.
You can use the disable trigger toggle button to make sure that any apex/code related to the E2CA does not work during a mass update.
3. Enable Record Type
It allows admins to showcase all the record types in cases (if these are enabled) and select a record type that the user wants to show.
4. Create Case Comments from Email
This is used to create a comment from an email, essentially, to automate the ‘Email to Case’ page synchronization.
5. Keep Everyone in the Loop
With the ‘Keep Everyone in the Loop’ component, you can overcome the limitations of sending emails from the Apex Class. Additionally, blacklisting a domain would prohibit case creation as well as adding that address in CC/BCC.
6. Add Watchers on Case
It allows users to add watchers to a case.
Also, when the user selects the checkbox for ‘Update open cases watcher on account update’, the field will be updated on the open cases watcher.
7. Keep Different Teams in the Loop
This component allows you to add multiple teams every time you send an email.
It also allows you to add roles for the Accounts and Case teams.
8. Manage Communication on Closed Cases
This component provides an effective way to deal with communication on the cases that have been closed.
It offers the following options-
- Create a New Case- Choosing this will directly create a new case with the reply received on the closed case.
- Reopen the Case- Choosing this will simply reopen the existing case.
- Take No Action- This will do nothing and have no impact on the status of the case.
- Reopen or Create a New Case- This option allows you to set a limit of days (90 Days) within which if a response is received on a closed case, it will be reopened. Otherwise, a new case will be created.
9. Prevent Email Looping
Admins while configuring Email-to-Case Advance can choose a number beyond which the transactions of email would be automatically blocked. This results in improvement of support availability with Email-to-Case Advance.
10. Auto-Attach Attachments
The Auto-attach Attachments component allows users to share multiple attachments/files simultaneously.
Service Cloud users in Salesforce Classic can upload and link multiple attachments/ files, which can be of the type TXT, PDF, or JPG to a case.
11. Manage Forwarded Cases by Engineers/Internal Teams
This component allows you to manage creation forwarded by the Technical Support Engineers.
You can create the cases by the name of the original sender and authorize email forwards based on profile ID.
12. Handle Cases from Non-Customers
With this component, you can manage case creation from non-customer emails.
If you receive an email from a non-customer, you can decide what you want to do in that case.
13. Configure Automated Article Suggestion
This component helps in notifying the creator of a case that the case has been created.
14. Enable Duplicate Case Merge
This component offers you the liberty to decide what you want to do with the duplicate cases.
You can mark a case as a duplicate or simply delete it.
15. Case Comments Timeline
With the help of this component, you can view the history of the selected case using the available filters.
It shows all the comments added to the case from all the sources.
16. Add Case Comment: Select Template
With this component, you can enable agents to select a pre-written comment by clicking on the button ‘Select Templates’. These templates are a standard functionality in Salesforce.
17. Enhanced Comments
Since Case Comments supports only 4000 characters in Salesforce, users cannot insert the comment in case when the email thread exceeds 4000 characters.
Sometimes the email threads are quite large and exceed the character limit.
In this case, you would need to use the option of long comment generation.
However, if you do not have such a setup in your Org, implementing enhanced comments would help you extend case comments.
18. Personalize Case Comments Page/ Canned Comments
The ‘Canned Comments’ functionality in Email-to-Case Advance helps you make things for support reps easier by avoiding commenting on commonly asked cases.
A Brief Round-off
Simplifying case management leads to accelerated agent productivity and enhanced customer satisfaction.
In Salesforce Service Cloud, providing your support agents with an effective solution that overcomes the challenges with standard Email-to-Case can lead your organization towards great business success.
Email-to-Case Advance is an effective case management solution for Salesforce Service Cloud.
It helps your support agents to get a streamlined view of the customer cases by converting the emails to cases.
Wish to know more about Email-to-Case Advance?
Simply write to us at [email protected] and we’ll take it from there.