Set up Email-to-Case in Salesforce Service Cloud

Note: This article applies to External Routing in CX Cloud from Genesys and Salesforce integration.

Email-to-Case is a Salesforce feature that automates the creation of cases from customer emails. When customers send messages to your support email addresses, Salesforce automatically creates cases and auto-populates case fields. This feature helps to streamline your support processes and ensures timely responses to customer inquiries. Follow these steps to set up and configure Email-to-Case:

  1. Enable Email-to-Case. For more information, see Turn On Email-to-Case.
    • Ensure to enable Email-to-Case and On-Demand Service. These settings allows Salesforce to handle incoming emails for case creation.
  2. To customize how Salesforce processes and creates cases from emails, configure Email-to-Case settings. For more information, see Configure Email-to-Case.
  3. Set up routing addresses that allows Salesforce to process emails sent to specified support addresses and create cases:
    • Define and configure the email addresses where customers send their inquiries.
    • Salesforce monitors these addresses and creates cases when an email is detected in the To, Cc or Bcc fields.
    • For more information, see Add Routing Addresses for Email-to-Case.

Assign an Omni-Channel flow to route cases

For an efficient case management, use Omni-Channel flow for routing cases from Email-to-Case. This method provides flexibility and avoids conflicts with other case assignment rules.

  1. Set permissions: Add Run Flows or Manage Flow permission to the automated case user. For more information, Find Flow User Permissions More Easily.
  2. Set routing addresses: Create or edit routing addresses used for customer inquiries. Ensure that these addresses are verified to be used for Omni-Channel flow routing. For more information, see Configure Email-to-Case.
  3. Configure Omni-Channel Flow: Specify the flow designed to handle case routing. Set a fallback queue to ensure cases are assigned even if an exception occurs. The fallback queue muse use Case as the service channel and have an Omni-Channel routing setup.

How does Email-to-Case works with Omni-Channel Flow?

When a customer sends an email to the specified routing address:

  • Email-to-Case automatically creates a case if there is no other case exists.
  • The Omni-Channel flow executes and routes the case to the appropriate queue or agent.
  • If the flow encounters an error, then the case is routed to the defined fallback queue.