Setting Up Email-to-Case

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Let’s get your support emails flowing into Service Cloud! In the Email-to-Case setup section, you’ll be able to set up some email-specific settings as well as add your email routing addresses.

Email-to-Case Settings

  1. Service Settings (Home tab) > Channels > Email > Email-to-Case
  2. If this is your first time access Email-to-Case, you will see a screen with Introducing Email-to-Case. Click Continue
  3. Click Edit
  4. Review the checkboxes on this page to see if any changes need to be made based on your company preferences. For example, if you would like the assigned Case Owner to receive an email notification every time a new customer email comes in, set Notify Case Owners on New Emails to true.
  5. We recommend checking the box to insert Thread ID into the Email Body and Email Subject, to ensure that emails from the same Case are threaded together into the same Case record
  6. When you’re ready, click Save

Add your email addresses to Email-to-Case

*Note that you are setting up On-Demand Email-to-Case

  1. Service Settings (Home tab) > Channels > Email > Email-to-Case
  2. Scroll to the bottom to see the Routing Addresses section. If you are using Outlook, change the dropdown value to “Outlook”. Click the New button.
  3. Enter information for your support email address:
    • Routing Name: Your Company Support
    • Email Address (if you are not using Outlook):
    • Case Owner: This field is only required if you are using Outlook. If so, use your support manager user. Don’t worry about this field as it will be overridden by your Case Assignment rule
    • Case Origin: Email (or if you choose to modify your Case Origin field to include more specific values like the actual email address name, you can make this setting even more specific)
    • Case Record Type: None (or choose a specific one if you have created additional record types)
    • Click Save
    • After saving your email address, Salesforce will generate an email for you to Verify your Salesforce Email Routing Address. Click on the link within the email to verify
  4. The next screen will show you the Email Service Address. This is the routing email address generated by Salesforce that you will need to send emails to, in order for them to appear as Cases in Service Cloud. Copy this email address.
  5. Set up forwarding directly from your email admin. You will need to make sure your email address forwards all of its emails to the routing address generated by Salesforce.
  6. If your email requires you to verify a test email sent to the forwarding address, you should be able find the verification email as a new case that appears in your Service Cloud console.
    • App Launcher > Service Console (Lightning Experience) > Cases (look at All Open Cases list view) > look for the verification email
That's it! Now you have your Email-to-Case setup, any emails sent to your email address will be created as a Salesforce Case!