With Email-to-Case and Web-to-Case, automatically convert customer emails and web form
submissions into case records in Salesforce. This automation saves you time and ensures that no
customer inquiry goes unaddressed.
Required Editions
Web Form Submissions
Web-to-Case bridges the gap between your website’s contact form and Salesforce’s case
management system. You’ll create a web form that customers can fill out on your website to
report issues, ask questions, or provide feedback. When a customer submits a form response,
their request is captured in a new case record in Salesforce for tracking and resolution.
To get started, see Provide Web Forms with Web-to-Case.
Email Inquiries
Similarly, Email-to-Case automatically creates cases
from customer emails and threads email responses to existing cases. You can select one or
more email routing addresses and add custom logic for case creation depending on the address
an email is sent to. For example, if you have Gold and Platinum support accounts, set up
routing address like goldsupport@acme.com and platinumsupport@acme.com.
You can also
use auto-response rules to respond to different cases using different email templates.
Decide what case attributes should determine what email template to use. Then, design your
case email templates to provide information specific to the types of cases
submitted.
To get started, see Send and Receive Emails with
Email-to-Case.
