Organization Cloud Email-to-Case – Current Limitations and Solutions

Email-to-case is an out of the holder Salesforce incorporate that allows your end customers to send an email to a bogus name, by then have that email went it to an assistance case, send auto-answers, proper them to your assistance gathering, and take other mechanized exercises. Click For Salesforce Implementation Partner 

Stacy created a magnificent article on Email-to-case best practices that she has gotten during her experience as a Salesforce Admin and Consultant. 

Regardless, disregarding the way that Email-to-case will save help bunches essentialness making and managing cases, a questionable test in spite of everything remains: Email-to-Case makes different cases on a comparative email string. 

This post will summarize the current challenges of Email-to-case robotization, and when you can envision that a fix ought to be passed on the Salesforce direct. 

Email-to-Case Creates Duplicate Cases from the Same Email Thread 

This is the best issue that Email-to-Case needs to endure. In any case called the 'relentless email circle' the 'backend scatter' has lamented Admins and organization customers for longer than 10 years – in all honesty, the idea on the IdeaExchange is over 10 years old! 

Showing up at 7,050 (709 votes), the idea was gone into the April 2020 Prioritization Cycle, where it expanded enough assistance from the system to make it on to the thing guide. It is needed to be passed on in the Winter '21 conveyance (around October 2020). 

What happens is that a customer messages in to an affiliation using Email-to-case, which puts forth a defense in Service Cloud. Any email that is sent from Salesforce to a customer email address is at risk for replicating the case. In case the customer answers and cc's in another email address (eg. of an accomplice), this response will deliver another email development in Salesforce related to an alternate contact, and subsequently makes another case from the email in Salesforce! 

Here is the hover summarized: 

Email sent from Salesforce to a customer email address → customer answers with cc email address → makes another email activity in Salesforce → produces another case from the email in Salesforce. 

Shield Email-to-Case from Creating Multiple Cases on the Same Email Thread 

There are various sides to preventing duplicate cases: expectation and the heads. 

Union Cases helpfulness was conveyed in beta as a significant part of the Summer '19 conveyance. This will enable you to clean up any current wreck, yet you will reliably be 'on the back foot' without a proactive method to manage halted duplicate cases from truly creating. 

By what technique will duplicate cases be prevented? The course of action that is starting at now being created (for Winter '21) will use email headers even more shrewdly to recognize Email-to-Case messages one a comparable string as one. 

In case you can barely wait until that time, Stacy shares a lovely hack to "Add the Case Feed ID to the Case Email Templates" as a significant part of her recommended systems control. 

Welcome on Salesforce Winter '21, when we want to see this improvement heading off to our associations!