• Daniel Mendt
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For cases created from Salesforce for Outlook (i.e. non-service personnel), we want to track entitlements based on when an email was received, not when it was logged into Salesforce.

Sample Use Case:
A sales rep receives an email from a customer about an issue. They create a case from the email, but the case is logged 24 hours after it was received. Salesforce shows the email as received on the date/time the sales rep enters it into salesforce, not when they received the email. Furthermore, there is no way to extract the original date/time of when it entered their inbox.

  • "Create Cases" Button in Salesforce for Outlook (Sets email date/time to date created in Salesforce, not date received)
  • Global "New Case" Action in Salesforce for Outlook (Brings email body, but not header, into case description)
  • "Add Email" button on Case listed in Salesforce for Outlook (Again, timestamp is on moment created and only places email body in description, not timestamp)
Anyone have a suggestion (apart from voting for the idea)?