How to set up On-Demand Email to Case in Salesforce

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Email-to-Case is one of the standard Salesforce features that allow us to create cases automatically from email. This feature is available in the Sales and Service Cloud. It helps your company to automatically create the cases and auto-populates case fields corresponding with customer inquiries via email. It also helps the company to give better customer support and to solve customer cases efficiently. We have two methods to implement this:

  1. Email-to-Case
  2. On-Demand Email-to-Case
Once you enable Email-to-Case, you can't disable it. However, you can disable On-Demand Email-to-Case.
How to set up On-Demand Email-to-Case
  1. From Setup, Enter email-to-case in Quick Find Box and then Select Email-to-Case.
  2. Click on Edit.
  3. Now, Click on Enable Email-to-Case.
  4. Click on Notify Case Owners on New Emails Checkbox if you want to send a notification to the owners on New Emails. You can change the Default Case Owner by selecting Support Settings from Setup and then click on Edit.
  5. Click on Enable HTML Email if you want to display emails in HTML in case feed view and email editor.
  6. Click on the Set Case Source to Email and Save Email-to-Case attachments as Salesforce Files.
  7. Click on the Insert Thread ID in the Email Subject, Insert Thread ID in the Email Body and Place User Signatures before Email Threads.
  8. Click Enable On-Demand Service Checkbox. You can change Failure Response Settings according to you. 
  9. Click on Save.
Configure Routing Address Settings
  1. Click on New Routing Address.
  2. Give a Routing Name and Email Address.
  3. Select Save Email Headers.
  4. Select Create Task From Email and Set In Progress as Task Status.
  5.  Choose Case Owner by clicking on the Search Button.
  6. Set the Case Priority and Case Origin.
  7. After clicking on Save button, you will see an Email Service Address is generated.
  8. Check your mailbox, there is a mail to verify the email routing address. Click on the given link.
  9. Email is verified now. Click on Continue.
Configure Email System to Forward Emails
Now, We need to forward all emails coming to support email address to unique Email Service Address provided by Salesforce. Let's go through it.
  1. Click on Manage Labels.

  2. Click on Forwarding and POP/IMAP.
  3. Add a forwarding address and then Click Next. A new window pop-up to confirm the forwarding address, Click Proceed.
  4. Now, Click OK.
  5. Open Cases Tab in Salesforce and Change the list view to All Open Cases.

  6. Open this case and copy the confirmation code.

  7. Enter the confirmation code to Verify.

  8. Select Forward a copy of Incoming mail to and Choose Mail's copy in the inbox.

Now Is The Time To Put Our Efforts To Test
  1. There is one contact in my Salesforce org named as Test Record. Every contact contains an Email Address. Make sure that Email Address is populated properly because Email-to-Case searches for contact based on the email Id and create a case for that contact.
  2. Send an email to same email id which is in Test Record to configured mailbox.
  3. And Viola a case is created and see that the contact is automatically connected that case.

          
         
Support Rep can also repond to customer directly from Salesforce. For that, we have to do some changes in Case Layout. Let's do it.
  1. From Setup, Go to Object Manager.
  2. Search for Case and then select Case object.
  3. Go to Case Page Layout and then click on Case Layout.
  4. Scroll down to Salesforce Mobile and Lightning Experience Action. 
  5. Click on Mobile and Lightning Actions.
  6. Drag Email Quick Action to Salesforce Mobile and Lightning Experience Action.
  7. Now, Click Related Lists. Drag Emails under Related List Section.
  8. Click Save.
Now, Again Open that case which is created through Email-to-Case.  
          
If Support Team needs to respond to customer. So, they will send an email through Write an Email.
Click on Write an Email and test it by sending an email. All related details which we want to send an email is auto populated like From, To, Bcc, Subject. 
             
Click on Send.
Viola, We got the mail in the inbox.
         
We also added Emails in Related List. All the email conversations get listed in Emails related list.
            
And this is the one way how you convert emails to cases in Salesforce. Hope you enjoyed this blog. If you get stuck anywhere in following this guide, then comment below and let me know. If you have any suggestions, thought and questions so, don't forget to leave your comment. 

In the next Blog, We are going through Email-to-Case using Email Services.

Thank You!!

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