Why Use Email To Case Automation In Salesforce?

The standard email to case functionality is one of the most used ‘out of the box’ functions within the CRM platform. Yet during our work as a Salesforce AppExchange Partner, we are continually asked if there is a better solution than email to case and why should Salesforce admins take the time to configure email to case. This blog talks through the primary benefits of email to case and shows how organisations can take their existing configuration one step further.

The Purposed of Email to Case

Email to case will require some additional setup from your Salesforce Administrator however it can be used without any additional purchases, if you are using any of the Professional or Enterprise additions of Salesforce. The purpose is also relatively simple, email to case looks to save you time by removing the need for users to manually create or update certain cases within Salesforce. It essentially removes some of the manual administration required across your team by creating cases automatically, using the relevant information contained within incoming emails. Once setup, email to case automation can populate case information from a variety of datapoints contained within your incoming mail – for example:

  • An email subject line could become the title of a brand-new case
  • If a known contact sends an email from their email address, then email to case automation can automatically store that email against a specific case or against the contact

email to case best practice to save time

Email to case best practice can literally save organisations thousands of administrative hours and the larger the company the more potential there is to recapture time. Let’s take a look at the benefits.

The Benefits Of Email To Case

Using email to case for inbound emails generates lots of benefits for Salesforce Users and Organisations alike:

Better Contact Management – When using email to case on inbound emails any new contact that isn’t already included in the system is automatically added with any complimentary information that is available. Not only does this save the time of manually having to create new contacts, it also removes forgetfulness – as adding contacts can be a task which is often left until later

Quicker Response Times – A huge benefit of email to case automation is that customer service agents are in a position to respond more swiftly. With this level of automation, cases are updated almost instantaneously rather than having to wait for any manual input. Email to case can also be setup so that relevant team members are sent notifications each time a case of interest changes or is updated – meaning customer agents immediately have the latest information & correct statuses of any cases they are working on.

Fewer Clicks Per Response – When setup correctly, email to case best practice should also dramatically reduce the number of clicks needed per response. The need for someone to manually copy and paste email details into case fields is removed but additionally replies to case situations is also easier, as agents typically have more information about each case at their fingertips and they can take advantage of additional functionality like adding attachments.

What’s Better Than Email To Case?

Naturally, Ortoo are big believers in the power of automation and are fans of using email to case. If you can see the potential in using the standard out of the box implementation, we would always recommend giving it a try. However, if you do have a more complex use case or want something more sophisticated then there are better solutions than email to case. Our very own Email-to-anything app uses the same principles of automating case management using incoming email however you do get so much more customisation and additional features:

  • It’s not just cases. You can send emails to any Salesforce object, including custom ones
  • Store entire email conversations against specific records, the whole email history will always be visible
  • Send new emails from directly within Salesforce and from within any Salesforce record or object

Find out the full spec on our Email-to-anything page.


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