To improve service quality, add a flow that finds contacts for cases created by Email-to-Case. Use the flow template Find Contact for Associated Case from Email-to-Case.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To run flows |
Run Flows OR Manage Flow |
Your support reps can use this flow as-is in the Actions & Recommendations component. To meet business needs, you can also modify the flow template as follows.
- If you don’t use Channel-Object Linking, skip to step 3. If you do use it, turn it off before adding Individual-Object Linking. From Setup, in the Quick Find box, enter Channel-Object Linking, and then select Channel-Object Linking.
- Turn off Channel-Object Linking.
- From Setup, in the Quick Find box, enter Flows, and then select Flows under Process Automation.
- Click New Flow.
- Click All + Templates.
- Click Individual-Object Linking Flow.
-
Select the Find Contact Associated with Case from Email-to-Case flow
template.
- Click Create.
- Click Save.
- Test and update the flow, and then activate it.
When a support rep runs the flow, it displays contacts with the same email address as the case’s Web Email field. To link a contact to the case, the support rep selects a matching contact.