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Anju Alexander 5
Email to case
Hi,
When a case is created through mail and the case is closed after selecting a solution, how do the customer get the solution?
When a case is created through mail and the case is closed after selecting a solution, how do the customer get the solution?
1. Customer Creates a Case from email and gets an email notification from salesforce that case is succeesfully created for him.
Case can contain any information you want your customer to view. Normally it is case number as a notification.
2. Then Support Engineer Changes the case status to worling from new which is notified to customer with the help of workflows
3. Next step is to post a public comment on the case which is again sent to customer and his response is awaited.(Implemented Via Workflow On Case Comment Object related to case).
3. Finally Customer has a comunication thread from where he can reply and this reply can be saved as case comment via trigger on Email Messages(Object related to case)
4. Support Engineer will close the case only after satisfaction confirmation from Customer recieved via email thread(attaached to case comment) . And hence customer will have the solution before the case is closed.
Please let me know if you have any doubt in above explained steps.
Thanks,
Grazitti Team.
All Answers
I have few questions here..
Thanks,
N.J
1. Customer Creates a Case from email and gets an email notification from salesforce that case is succeesfully created for him.
Case can contain any information you want your customer to view. Normally it is case number as a notification.
2. Then Support Engineer Changes the case status to worling from new which is notified to customer with the help of workflows
3. Next step is to post a public comment on the case which is again sent to customer and his response is awaited.(Implemented Via Workflow On Case Comment Object related to case).
3. Finally Customer has a comunication thread from where he can reply and this reply can be saved as case comment via trigger on Email Messages(Object related to case)
4. Support Engineer will close the case only after satisfaction confirmation from Customer recieved via email thread(attaached to case comment) . And hence customer will have the solution before the case is closed.
Please let me know if you have any doubt in above explained steps.
Thanks,
Grazitti Team.
I am creating Anonymous case using email to case
When your case status changes to closed you can send email to the customer who has raised a case(assuming you are saving email id of user on case record who has sent an email to case request).
But make sure while converting annonymous emails to case as some users might flood request queue with spams making difficult for actual customers to create case through email to case feature. Also keep in mind that there is limit of 2500 request per day which will be converted to case.
Thanks.
https://success.salesforce.com/answers?id=90630000000gyu2AAA
Thanks
Have a nice day.
Thanks
Have a nice day.