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Victor Echeverría
Default account for cases created through email-to-case
What is the default account to which cases that do not find a match in the contacts email field are assigned to? Or are they not assigned to any account?
I solved the problem yesterday by creating a Process in Process Builder that sets my desired Account for new Cases. But I still have no idea how it set the default account before.
It compares the source email Id with the existing contact's email Id. If any match found it fetches the contact and parent account and displays in the case.
Thank you,
Sowmya.
If the organization that does not use Contacts, the case doesn't display anything in Account and Contact fields. It leaves them empty.
Even if they are required fields it doesn't show any error until you edit the case.
Thanks,
Sowmya.
Again, it is a required field, and so yes it MUST assign a value on creation of new Cases.
And again, how is that default assigned, if there are no Salesforce settings/workflow etc. assigning it? How does it determine the default? (which is most definitely NOT empty).