Case Management

Case Management: Email-To-Case | The Salesforce Developer Guide

Case Management

Case Management means gathering all the client/customer cases into one place and ensuring they go to the right person, for the resolved cases, at the right time. Service is simpler, quicker, and better. 

When customers need us (our help) then they complain, share his/her problem, and simply ask questions. But when customers have issues regarding your product or service then what will happen? In that case, We risk losing customers and it also impacts the company's brand reputation.

The most ideal approach to prevent that from happening is to track your customers’ issues and resolve them quickly. That’s where the case comes in.

Cases can be created in different ways such as Manual, Email, Web, Phone, Community.

Manual: We can enter the case details manually in the org. Create a case by clicking on the “New” button in the case tab and providing the information. Click on the “Save” button to complete.

Case Management: Email-To-Case

Email-to-Case is a standard Salesforce feature that allows cases to be created from email.

We know that case is created from email but the question arises ‘Which email address should be used to send it?’

We cannot send emails to any email address and have a Salesforce case created. We need to generate it using Salesforce configuration.

Service Cloud has two versions of Email-to-Case:

  1. On-Demand Email-to-Case
  2. Email-to-Case

On-Demand Email-to-Case

 This version uses the Salesforce Apex email service

Step 1: Go to Service Setup → Click on Connect Your Support Email → Click on Start.

Step 2: Select your Support Email provider, We have two options: Sign In with Google or I have something else. Choose one Option and Enter Support Email Address → Click Next.

Step 3: 

Click Next.

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Step 4: Copy the Email forwarding link and paste it into your support email.

Select the Checkbox and click on Next.


Go to Service Setup → Enter Email-To-Case in Quick Find box → select Email-To-Case → click on Edit

In the Email To Case Setting page, 

  • Check ‘Enable Email-To-Case’ to enable this functionality.
    • When you enable Email-to-Case, You can’t disable it but in ‘On Demand Email-to-Case’ you can be.
  • If you want to send an email from a case, first enable ‘Insert Thread Id in the Email body’.
    • Thread Id: It is a unique id generated for each case generated via email. It helps ensure that replies to the original email are associated with the correct case.
    • The thread id is attached to the email subject. When the email recipient replies back to the email, the email gets associated with the same record. If the recipient sends a new email after removing the thread id, then a new case will be created for such an email.
  • On-Demand Service
    • Check ‘Enable On-Demand Service’ to enable the service.
    • Failure Response Settings
  • Over Email Rate Limit Action: Bounce Message
  • Unauthorized Sender Action: Bounce Message
    • Select ‘Bounce Message’, If you want the email to be sent back to the sender.
    • Select ‘Discard Message’, If you want to remove the email message.
    • Select ‘Requeue Message’, If you want to put the email in a queue, So that when the limit gets reset then the email can be processed.
  • Configure Routing Addresses: In the Routing Address section, click on ‘New’ and Ensure that ‘Email2Case’ is selected in the adjoining Picklist. (This is where the email address used for creating a case will be generated.)
    • Routing Information: Enter ‘Routing Name’ and ‘Email Address’.
    • Case Settings: Select Default Case Priority and Case Origin.

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We select as: 

  • Case Origin - Email
  • Case Priority- Low

After this, A new ‘Email Service Address’ is generated. Then you need to verify your routing email address and set up routing in your email setting.

Verify email address → Click on verify → Click on Save


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