Conexiom for Salesforce App: Email-to-Case Feature

Automatically create and manage cases from incoming emails with Salesforce Email-to-Case.

Using the Salesforce App

You can use the Conexiom Salesforce app to forward emails for processing and to track portal status, all within Salesforce.

Using Salesforce Email-to-Case

Salesforce Email-to-Case is a built-in feature that routes emails from your inbox directly into Salesforce, converting them into Case records. This approach offers several benefits:

• Streamlined Processes: Automate and simplify case management.

• Transparency: Track edits, changes, and who made them.

• SLA Tracking: Monitor service level agreements effectively.

• Flexible Re-assignment: Easily reassign cases to different team queues or handle vacations and time-zone differences.

• No Missed Emails: Ensure every email is captured and processed.

• Reporting and Dashboards: Generate insights and monitor case activity with ease.

You can integrate these cases with Conexiom while keeping the Salesforce Case management processes unchanged.

For more information about the Email-To Case functionality from Salesforce, and how to set it up, click here.

Email-to-Case Integration with Conexiom

Integrating the email-to-case feature with Conexiom allows you to forward regular inbound emails to a designated Salesforce email address. This will automatically convert the email into a case within Salesforce.

Once the case is created in Salesforce, we can utilize the email content or attached files to determine if this case is eligible to create an automated order from it.

Here’s how the process works:

1. Identifying the cases created from emails that need to be sent to Conexiom.

2. Forwarding these cases to Conexiom to process.

3. Managing the case statuses based on the processing statuses in Conexiom.