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Salesforce for Beginners

You're reading from   Salesforce for Beginners A step-by-step guide to creating, managing, and automating sales and marketing processes

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Product type Paperback
Published in May 2020
Publisher Packt
ISBN-13 9781838986094
Length 472 pages
Edition 1st Edition
Concepts
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Author (1):
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Sharif Shaalan Sharif Shaalan
Author Profile Icon Sharif Shaalan
Sharif Shaalan
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Toc

Table of Contents (23) Chapters Close

Preface 1. Section 1: Salesforce for Sales, Marketing, and Customer Relationship Management
2. Getting Started with Salesforce and CRM FREE CHAPTER 3. Understanding Salesforce Activities 4. Creating and Managing Leads 5. Business Development with Accounts and Contacts 6. Using Opportunities Effectively 7. Achieving Business Goals Using Campaigns 8. Enhancing Customer Service Using Cases 9. Business Analysis Using Reports and Dashboards 10. Section 2: Salesforce Administration
11. Setup and Configuration 12. An Overview of Sharing and Visibility 13. Using Sandboxes and Change Sets 14. Configuring Objects for Your Business 15. Third-Party Applications and Salesforce Mobile 16. Section 3: Automating Business Processes Using Salesforce
17. Understanding the Workflow Rules 18. Implementing Process Builder 19. Approval Processes 20. Assignment Rules 21. Assessments 22. Other Books You May Enjoy

Using Email-to-Case to create Cases

Whereas Web-to-Case allows you to capture a case submission through your website, Email-to-Case allows you to set up a specific email address that converts any email sent to that email address to a Case. The business use case for this is a support email. You may want to set up an email address such as [email protected], to which your clients can send an email with an issue. Salesforce will take that email and create a case for the issue. All subsequent correspondence will be captured on that case until the case is resolved. Let's take a look at how to set up Email-to-Case.

In the following screenshot, I started typing case into the search bar (1). This brings up any items in SETUP that have these letters:

As you can see in the preceding screenshot, I clicked on Email-to-Case (2) to take me into the section where we can set this up...

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