I’m still pinching myself. My new book Mastering Salesforce CRM Administrationwas out yesterday (03/27/2017). Salesforce.com is one of the fastest-growing and demanding technologies at the moment. Mastering Salesforce CRM Administration is a hands-on guide that will help Salesforce newbies (who have a basic knowledge of Salesforce), new or experienced Salesforce administrators, and developers who want to take their knowledge to the next level to become a Salesforce certified advanced administrator. As you go through the content, you will notice that this book focuses on real-world examples. This book builds upon these examples to help you understand and use the features of the Salesforce.com platform.
This book is all about mastering the Salesforce admin part, taking your skills as an administrator or developer and tuning them for the unique features of the Salesforce platform. I have discussed many complex topics in this book, such as territory management,forecasting,quota,escalation rule,knowledge base,Visual Workflow, Process Builder, deployment using Force.com Migration Tool and more. This book covers almost all the topics mentioned in Salesforce certified advanced administrator examination study guide.
Here’s a taste of what you’ll uncover:
Adopt Lightning Experience to improve the productivity of your organization’s sales team
Create and maintain service entitlements and entitlement processes
Process Builder basic and advanced concepts
Implement Customizable Forecast and quota management
Implement Knowledge base management to improve support reps productivity
Implement territory management
Exploring different ways to deploy application between environments including Force.com Migration Tool
Best practices for improving and enriching data quality
And yes, so much more.
I would like to take this opportunity to thank both of you (Jitendra Zaa and Vinay Chaturvedi) for the effort and expertise that you have contributed to reviewing, without which it would have been impossible to maintain the high standards of the book.
Vinay Chaturvedi is a Salesforce MVP, currently working as a principal consultant. He has been loving and living Salesforce since 2011.
Jitendra Zaa is a Salesforce MVP, author, and a Dreamforce speaker with more than 9 years of experience in web technologies and cloud platforms.
Email-to-Case allows you to create a Case automatically when a customer emails in. It also populates some key information automatically, for example, the email subject becomes the Case Subject, and the email body mapped to the Case Description. You can configure multiple Email-to-Case channels based on your business use case.
Business Use Case
Pamela Kline is working as System administrator at Universal Containers. She has just implemented email-to-Case for Universal Container. Now she has received the following enhancements from support agent
Automatically add customer response to the case email thread, when the customer replies to the email that has been sent from a case.
Re-open a case when the customer responds to support agent email, within five days of case closure.
Business use case 1 solution
First of all, you have to understand Thread ID. Thread ID is a unique ID generated for outbound emails within the case. The thread ID will look like ref:_00D90wAtk._500901Kc5WN:re. To automatically add customer response to the case email thread, make sure that Email-to-Case has been configured correctly for customer email responses to be attached to the case.
Email Threading is an important part of Email-to-Case setup. Setting this up essentially means that, if a customer emails you more information about an existing Case, their second email will be attached to their existing Case instead of creating a new Case. If you want to auto add a unique Thread ID into your auto-responses and other outgoing emails, then navigate to Setup | Build | Customize | Cases | Email-to-Case and select the check-boxes as shown in the following screenshot
When you are replying to a customer make sure to change the address from the Owner to the Email to Case support address. If this is not changed, then the response from the customer will be sent to the owner of the case and will not be added to the Email Thread. Follow the below steps to add Email-to-Case support address to from address (Basically we are going to add Email-to-Case support address to Organization-Wide Addresses
1. Copy the Email Services Address (i.e. Long email address) from Email-to-Case as shown in the following screenshot
Email Services Address
2. The next step is to add a new Organization-Wide Email Addresses. Use Email Services Address (Long address) in place of Email Address, as shown in the following screenshot
Organization-Wide Email Addresses
For verification purpose, Salesforce will send an email notification with a confirmation link to the above-mentioned email address.
3. As we are using Email-to-Case routing address, it will automatically create a case in your org, from where you can verify the ownership of email address.
Verify your Salesforce Organization-Wide Address
Click on the link mentioned under description to verify the Organization-Wide Address. After successful verification, you can use Email-to-Case Support address to send out an email from Salesforce
Email to Case support address
Business use case 2 solution
There are few possible solutions for the above business scenario, but we will use theProcess Builder to solve it. Follow the below instructions to create a Process for the above business requirement
1. Click on Name | Setup | App Setup | Create | Workflows & Approvals | Process Builder and click on the Newbutton, Enter Name, API Name and then click on the Save button.
Define Process Properties
2. The next step is to add entry criteria. For this click onAdd Object, selectEmail Message object and for the entry criteria, Select Only when a record is created, as shown in thebelow screenshot, once you are done click on theSave button.
3. The next task is to add ProcessCriteria, To do this click on Add Criteria, enter Name, Type of action and set filter conditionsas shown in the following screenshot.
[EmailMessage].Parent.ClosedDate Greater than or equal Formula [EmailMessage].CreatedDate -5
4. The next step is to addan Immediate action to Process. Click onAdd Action(Under Immediate actions), Select the type of action to create (In our case Record Updates), and then fill out the fields to define the action, as shown in the following screenshot.
Add Action – Record Updates
For Record Type choose ‘Select a record related to the Email Message‘ as shown in the following screenshot
Select a record related to the EmailMessage
5. Once you are done, click on theSave button, it will redirect you to Process canvas. Finally, theProcess will look like the following screenshot.
Update case status through email to case
Don’t forget to active the Process by clicking on the Activatebutton.