auto response

Auto Response Rule in Salesforce - All You Need to Know

Auto-response rules make it possible to automatically Send email responses to lead or case submissions based on the record’s characteristics. We can understand this by the following scenario, we can post an automatic reply to consumers to give information that someone at his company collects their inquiry. 

Generate auto-response rules for leads seize across a Web-to-Lead form and for cases capitulate through a:

  • Self-Service portal
  • Customer Portal
  • Web-to-Case form
  • Email-to-Case message
  • On-Demand Email-to-Case message

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Generate as many response rules as you like based on any attribute of the incoming lead or case. Always remember that we can activate only one rule for leads and one rule for cases at one time. Our team can see the email responses in the Activity History related list for the lead or contact and in the Email related list on cases.

How to Create Auto-Response Rules: 

To fabricate a Web-to-Lead response rule, Go to Setup, write Auto-Response Rules in the Quick Find box available at the left column, then click on Lead Auto-Response Rules. Now To create a new response rule for cases, go to Setup, write Auto-Response Rules in the Quick Find box, then press Case Auto-Response Rules. On that Auto-Response Rules page:

  1. We Click New button.
  2. Then, write the rule name.
  3. Now, To activate that rule, pre Active.
  4. Go to Save and click. 
  5. Now we Create rule entries.

Ready to Create Response Rule Entries

  1. Press the New key from the rule detail page.
  2. Insert a number to identify the order in which that entry is processed.
    • The rule processes entries in the above-defined order. The rule stops processing when the first entry matches, and then Salesforce posts the email using the defined email template.
    • If no auto-response rules are applied, then Salesforce posts an email utilizing the default template defined on the Web-to-Case or Web-to-Lead Settings page.
  3. Insert the rule criteria:
    • Select criteria are met and then choose the filter criteria which a record must match to trigger that rule. Let's understand with an example, put a case filter to Priority equals High if you wish that, case records with the Priority field noticeable High to trigger the rule.
      If our org makes use of multiple languages, Insert filter values in the organization’s levant language. We can add up to 25 filter criteria of up to 255 characters each.
      When we utilize picklists to specify filter criteria, then chosen values are saved in the organization's default language. If we update or clone existing filter criteria, firstly we have to set the Default Language in the Company Information page to that same language which was used to fix the original filter criteria. In other cases, the filter criteria may not be evaluated as per expectations.
    • Now Select formula evaluates to true and Insert a formula that returns a value of “True” or “False.” Salesforce triggers the rule for the case formula returns “True.” For understanding say, the formula AND(ISPICKVAL(Priority, "High"), Version<4.0) triggers a rule that automatically responds with the chosen template in condition if the Priority field on a case is set to High and the value of the custom field named Version on the case is lesser than four.

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  1. Insert the name to include on From the line of the auto-response message.
  2. Again Insert the email address to involve on From the line of the auto-response message. This email address must be either one of your verified organization-wide email addresses or the email address of your Salesforce user profile. This email address must be different from the routing addresses that are used for Email-to-Case.
  3. If you wish, we can insert a reply-to address also.
  4. Choose an email template.
  5. If you are writing a response rule entry for Email-to-Case, choose to Send a response to all recipients to post auto-response messages to anyone included in the To and Cc fields in the original message.
  6. Finally, Save your work and Go on.

Reference: help.salesforce, sfdcpoint, infallibletechie, blog.bessereau, salesforce.stackexchange

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