Big Idea or Enduring Question:
- How can you automatically update the case status when receives a response from customers via Email-to-Case?
Objectives:
This blog post will help us to understand the following
- Create a Process Builder which fires on customer’s response to an email-to-case
- Understand how email-to-case works
Business Use Case
Pamela Kline is working as a System administrator at Universal Containers (UC). She has just implemented an email-to-case process. Now she has received the following enhancements from the 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 a support agent email, within five days of case closure.
Automation Champion Approach (I-do):
Email-to-Case allows you to create a case automatically when a customer emails in. It also populates some key information, for example, the email subject becomes the case subject, and the email body-mapped to the description. You can configure multiple Email-to-Case channels based on your business use case.
Next, you have to understand the Thread ID. The 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 the 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:
- Copy the Email Services Address (i.e. Long email address) from Email-to-Case as shown in the preceding screenshot.
- 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:
- For verification purposes, Salesforce will send an email notification with a confirmation link to the above-mentioned email address Read the rest of this entry!
