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Raghav T Case is getting linked with Contact
Hi there,
Is this the standard and default functionality?
There is a contact present in an Org with Email Id(abc@gmail.com) in it.
Now the case is getting created from Email to Case by the Same Email Id(abc@gmail.com).
Once the case gets created it automatically associates that Case with the Contact which has Same Email Id(abc@gmail.com).
But this is only happens in a case where there is only single contact withemail id.
But it does not associate the case to contact when there are multiple Contact with the same Email Id(abc@gmail.com).
Can anyone explain me the reason.
Thanks.
Is this the standard and default functionality?
There is a contact present in an Org with Email Id(abc@gmail.com) in it.
Now the case is getting created from Email to Case by the Same Email Id(abc@gmail.com).
Once the case gets created it automatically associates that Case with the Contact which has Same Email Id(abc@gmail.com).
But this is only happens in a case where there is only single contact withemail id.
But it does not associate the case to contact when there are multiple Contact with the same Email Id(abc@gmail.com).
Can anyone explain me the reason.
Thanks.
When an incoming email creates a Case in Salesforce via Email-to-Case, the logic looks to match the email address in the 'From' field to a Contact's email address in Salesforce. If a match is returned, the system associates the created Case to the related Contact record.
Refer the below help article.
https://help.salesforce.com/s/articleView?id=000328268&type=1
https://help.salesforce.com/s/articleView?id=000336162&type=1
If this helps, please mark it as best answer.
thanks!!