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Default Salesforce Go Settings for Email-to-Case

To quickly start using Email-to-Case, we recommend turning it on in Salesforce Go. When you turn on Email-to-Case in Salesforce Go, these settings become active.

Required Editions

Salesforce Go is available in Lightning Experience
Available in: Pro Suite, Professional,Enterprise, Unlimited, and Developer editions with Agentforce Service (formerly Service Cloud)

Where To Find Salesforce Go

In Setup, click Salesforce Go at the top of the Setup menu. Then, search for Email-to-Case.

Salesforce Go page for Email-to-Case

Default Settings

Email-to-Case interacts with other features, so it's important to understand its effects when enabled.

Setting What It Does Considerations
Turn on Email-to-Case settings

Enables Email-to-Case and the following settings.

  • Notify case owners on new email
  • Enable HTML email
  • Set case source to email
  • Save Email-to-Case attachments as Salesforce files
  • Eliminate duplicate email attachments
  • Invoke triggers on status change from New to Read
  • Reply with new content only
  • Insert email threading token in email subject
  • Place user signatures before email threads
  • Enable on-demand service
  • Use email headers for threading

After you turn on Email-to-Case, you can’t turn it off, but you can update its settings.

Enable HTML email is required.

We recommend you leave on all email threading settings for optimal security.

We recommend you leave on the set case source to email setting to ensure that the Case Source field on newly created cases is set to Email.

See Also