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Create Cases from the Outlook Ribbon with Salesforce for Outlook (Retiring)

If you track cases in Salesforce, you can create ones from your Microsoft® Outlook® emails. Your administrator needs to first create Email-to-Case destinations that appear in the dropdown list button Create Cases in Outlook. For each destination, you can choose the assignee, which can be either individual users or queues. When you create cases, you can add up to ten emails simultaneously for each destination.

Required Editions

Available in: Salesforce Classic
Available in: Lightning Experience, if Salesforce Classic is available in your org.
Available with the purchase of Sales Cloud or Government Cloud in: Personal, Contact Manager, Professional, Enterprise, Performance, Unlimited, and Developer Editions
User Permissions Needed
To include email attachments when you create cases:

Always save email attachments in your Email to Salesforce settings

AND

Add Email in your Salesforce for Outlook Configuration
Important
Important Full product retirement for Salesforce for Outlook is scheduled on January 30, 2027. See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and Einstein Activity Capture. See Move from Salesforce for Outlook (Retiring) to the Next-Generation Products.

If you don’t see the Create Cases dropdown list button in Microsoft® Outlook®, contact your administrator, who can enable this feature.

Create Cases Drop-Down Menu Button
  1. In Outlook, select up to 10 sent or received emails and click Create Cases.
  2. Select a destination from the dropdown list. Salesforce for Outlook adds the emails you selected as a case in Salesforce.

See Also