Email-to-Case Automation Process
Nigel Long
Backend Engineer
Business Consultant
Customer Support Representative
Salesforce
Aptean
Project Objectives:
Primary Goal:
Establish automated Case ticketing system and notifications to external and internal users.
Key Objectives:
Customers can submit cases via Email
Cases created via Email-to-Case are automatically routed
Critical cases have alert sent to distribution email
Scope and Deliverables:
Scope: Updates to Salesforce Case object and related automation processes
Deliverables:
Email-to-Case configuration
Email Alerts and Email Templates
Custom Metadata configuration
Flow automation on Case creation
Challenges and Solutions:
Challenges Faced:
Auto-response from Customer would create a loop of new cases
Solutions Implemented:
Front-end method to allow support staff to blacklist an email to prevent case creation.
Automated solution that prevents more than 3 cases to generate on an account in a 60 second period.
