Which options are available with Email to Case? UC has activated - ProProfs Discuss
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Which options are available with Email-to-Case? UC has activated Email-to-Case functionality to allow customers to correspond with support agents via email.



A. Assignment, escalation, and workflow rules are processed on inbound emails
B. Only one inbound email address can be used for Email-to-Case
C. Follow-up emails and attachments related to a case are attached to the case
D. Follow-up emails related to a case will update the case comments

This question is part of Service Cloud Reviewer :))
Asked by Catherine halcombe, Last updated: Apr 02, 2020

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2 Answers

Barry Mclean

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Barry Mclean, Sales Manager, MBA, Ewa

Answered Jan 29, 2019

The correct answers to this question are A and C. The Email-to-Case function in Salesforce allows you to automatically convert customer emails into customer cases, allowing your customer service agents to quickly track the problems and resolve any issues. Any follow-up emails associated with that case can be attached to the case, and other email addresses can also be attached.

Email-to-Case works with inbound emails. Agents can process escalation, assignment, and workflow rules in these cases. Regular Email-to-Case stores the email traffic on your network, but you have the option to use Email-to-Case on-demand, which allows you to store email traffic outside of your network.

 

John Smith

John Smith

Answered Jan 26, 2017

Assignment, escalation, and workflow rules are processed on inbound emails
Follow-up emails and attachments related to a case are attached to the case
 

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