Here's my tips for setting up and using Cases.
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Create the Queuehttps://help.salesforce.com/HTViewHelpDoc?id=setting_up_queues.htm&language=en_US To email all queue members, you need to set up an email address on your mail servers. My suggestion is to not check Send Email to Members. The emails go to everyone in the queue and you don't want to bombard people with emails. Add Users to the QueueIf you have lots of team members then set up Public Groups. https://help.salesforce.com/htviewhelpdoc?id=user_groups.htm&siteLang=en_US Otherwise, just add the users to the Queue. Remember to add this to your New Staff Onboarding Procedure document. |
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Set up Email to Case. Unless you are a large organisation with an internal IT support team, you are going to use Email To Case On Demand. https://help.salesforce.com/HTViewHelpDoc?id=customizesupport_email.htm&language=en_US Email To Case On Demand allows for attachments up to 10MB. Enable Email to CaseSettingsNew Case EmailsMy suggestion is to not check Notify Case Owners on New Emails. It should be automatic that people log in and deal with new cases every day. The only time I would suggest this is if you have a very sporadic case load and don't need to check for new cases every day. See Case Queues. Thread IDCheck both of the checkboxes in When sending email from a case, insert Thread ID in the following sections: Yes, it can make your emails look a bit ugly, but it definitely helps in tracking return emails. Email RoutingDo you have different people that handle different cases? Do you have different email addresses that need to be created as Cases? (eg productasupport@ productbsupport@) SettingsSave Email HeadersCheck this unless you have very tight storage requirements on your Org. You never know when you are going to need it. And you can always uncheck it later. Accept Email FromDo you do internal support only? Then set up your domains in here. Task SettingsI really don't know who's stupid Idea this was to create a Task as well as a Case. So, you get an email, which you have to deal with, you deal with the case, then you deal with the task to say you have dealt with the case? WHY!!! Just don't set Create Task from Email. Save your sanity. PriorityI don't like the idea of auto setting a priority because then priority becomes meaningless. Case OriginSet to Email. Helpful to distinguish emails that come from the Web. See Web to Case. Verify your EmailOnce the routing settings are done then verify the email address. This means that someone has to receive the email and click on the link in the email. (annoying if you don't have access to that email account). OutlookIf you use Outlook (I'm sorry), then be able to create Cases from Outlook. Add the new Cases to the Queue you set up earlier. If you use Outlook for Mac (I'm really sorry), then you are out of luck. You will need to forward emails to the support@ email address. |
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The ThreadID is used by Salesforce to link any existing emails to Cases that are emailed into the Case. If there is no ThreadID the case will be created as new, which is annoying because there is no Case Merge functionality except in a paid app. Use this formula to create the Thread ID https://success.salesforce.com/ideaView?id=087300000006trk
Respond from a System Address
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- This helps your clients not get too comfortable that they are always going to get a personal response from one person, and will hopefully stop them emailing staff directly.
- Users don't have to remember to forward the reply back into Salesforce.
- You can set a notification on Case Comment to go to the owner of the case. for when an email is replied to.
Depending on your business, and the way they use Cases, you may need to use Email to Case Premium, which has some extra features to handle Case Threads.
Using Quick Text
Quick Text is great, and it only works with Case Feeds.
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