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Salesforce Email to Case – The Ultimate Upgrade, with AI-Powered Triaging

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Transforming service agent productivity through the deployment of AI-powered Email-to-case solutions in Salesforce

Email-to-case: Ultimate Edition, is revolutionizing case management in Salesforce, harnessing new, AI-powered features such as Plug-in Actions. These features enable real-time classification and sentiment analysis, thus significantly boosting the efficiency and effectiveness of service teams.


  • Service Agent – Responsible for managing incoming cases, benefits from Real-time Classification and Sentiment Analysis for effective resolution.
  • Customer Service Manager – Oversees case queues and performance metrics, uses SLA Monitoring and Case Prioritization for operational excellence.
  • C-Level Executives – Focused on larger strategic goals and KPIs, interested in overarching performance metrics like Customer Satisfaction and SLA Compliance.
  • Salesforce Administrator – Ensures the smooth running of all Salesforce apps, including the configuration and maintenance of Email-to-anything.

Problem Statement

Service teams often grapple with inefficient case creation/updates, delayed responses, and a lack of scientific prioritization, thus impacting productivity and performance.

  • Delayed Classification – Cases take too long to be classified and assigned.
  • Inaccurate Prioritization – High-priority cases get lost in the shuffle.
  • Ignored Sentiments – Customer emotions are not adequately addressed.
  • Missed SLA Targets – Failure to meet Service Level Agreements.
  • Inefficient Resource Allocation – Agents are either overworked or underutilized.
  • Escalation Inefficiencies – Lack of automated escalation mechanisms.


Email-to-anything addresses these pain points through a suite of AI-powered features including Real-time Classification, Sentiment Analysis, and SLA Monitoring. The tool ensures that each email-to-case is treated with the right priority, allocated dynamically to the most suitable agent, and adheres to set SLAs, all while analyzing customer sentiment for tailored interactions.

  • Real-time classification – Instantly categorize incoming emails to cases, ensuring rapid assignment and resolution.
  • Case Prioritization – AI-driven algorithms to prioritize cases based on urgency and relevance.
  • Sentiment Analysis – Analyze customer emails to gauge sentiment, aiding in tailored customer interactions.
  • Automated Case Escalation – Implement automated escalation procedures to prevent SLA breaches.
    SLA Monitoring – Real-time alerts for SLA compliance, ensuring customer commitments are honored.
  • Dynamic Case Assignment – Dynamically allocate cases to the most appropriate agent based on workload and expertise.


  • Enhanced Customer Satisfaction – Attuned to customer sentiment and swift in case resolution.
  • Operational Efficiency – Improved agent utilization and optimal resource allocation.
  • Compliance and Governance – Consistent SLA adherence through automated monitoring.


Service teams running on Salesforce Service Cloud are greatly empowered by Email-to-case: Ultimate Edition, the AI-powered case management app. The app enables Service teams to not only enhance productivity but also to optimize resource allocation, improve conversion rates, and positively impact customer satisfaction
How to achieve workforce effectiveness
Email-to-anything is available on a FREE 30-day trial. This includes the complete working product with all features enabled. To apply for your trial or to set up a demo/discovery call, please contact us.


From $21 per user per month

Assign any work item to the best available Salesforce user via intelligent rules and dynamic Plug-in Actions


From $19 per user per month

Effortlessly manage emails in Salesforce. Send to distribution lists, capture replies. Auto-create, auto-update 

Ortoo enables teams to effectively work towards organizational goals with intelligent solutions that allow them to focus on the tasks that really matter.

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