Awesome.
Now let's discuss about e-mail to kiss.
So what does email to keys e mailed to case is one of the options that the customer has to create a
case and sales force.
And how would they create a case in Salesforce by sending an e-mail to a predefined address.
So by sending an e-mail to a predefined address what happens is automatically your case gets created
and sets forth.
And this is one of the functionality that we give to the customers so they can easily create cases and
Salesforce awesome.
Now let's understand about this functionality e-mail cookies and also these other functionality that
is on demand email cookies and how they differ from each other among these two settings that Salesforce
offers for email to guest functionality.
What these settings in which a customer can create a guess and Salesforce by sending out an email to
a predefined address.
And also if the customer responds to an existing case then it will bash the email to that existing case
only and not create a new case.
In fact this functionality is present in both these settings both email to cookies and on demand e-mail
to case.
But the difference is that first does the installation of software in e-mail to case it requires downloading
and installing e-mail to Case agent behind the company firewall but an on demand e-mail case.
We do not need any additional software other than we have to just enable that functionality.
That's it and the second defense is about the attachment sites e-mail cookies.
We can send emails with attachments more than 24 and B.
However in OnDemand e-mail to case begin send attachments only.
Less than 25 and B and then the other difference is about the e-mail client in e-mail to case it requires
at least a one account that supports even maybe protocol.
So there are some specifications out there but on demand e-mail to kids it works with pretty much any
type of email client.
So these are some of the major differences between these settings and now in this tutorial let's understand
how to use this on demand e-mail took its functionality.
So let's first log into our developer Rog go to set up and search and set up for email to case.
So the very first step is still enable this functionality e-mail to case and yes you see some pretty
good information out here as they always say please do not check this check box because it would be
really nice to go through this every time you use this functionality.
So he'd continue.
All right.
Now let's enable e-mail to case the various care settings are out here.
And he has you have some information out here.
Please go through them.
Now let's go ahead and enable the functionality so click on edit.
All right.
And you see e-mail case functionality is not enabled now.
And also the on demand servers even that does not enable it.
So what we are going to do is we are going to enable e-mail to case so enable the functionality enable
on demand service as well and save the settings.
Perfect.
Now we have enabled e-mail to give settings.
What next.
The next step is to build up configuration settings so scroll down the page.
And here you would see routing addresses.
So here click on routing addresses click on the new button.
We need to set up a new routing name email address and all the other details as you see here.
I have filled in the details.
So the routing name we can give because this is a mostly a for customer support.
I have given ABC customer support.
ABC is the company name.
So it can give you a company name and you can say customer support and then the email address the e-mail
address.
In general it would be like a movie.
We often encounter this in real time.
People say that please reach out to our customer support act.
Now info at Bank of America dot com are a support at some company dot com.
All right.
So like that we we get e-mail addresses from companies from service based companies or from product
based companies similarly.
So that e-mail address you need to give here.
So one the customer will lose this one if they want to raise the case with deal.
They will just send out an e-mail to this email address.
And when they send out an e-mail to this e-mail address automatically a case will be created and Salesforce
and once a case gets created it's very easy for us to drop the case appropriately.
So this is that e-mail address.
But this is for our learning purpose.
So I have just given my one personal e-mail address but that's OK.
We can just use it for a learning purpose but otherwise in real time this will be the customer support
email address.
Perfect.
And now you can see the case origin.
Yes it is.
E mail so said to desk e-mail.
And then once we are done with all the settings save OK.
The e-mail routing items will not be activated until it is verified.
And we need to verify the email address.
All right.
OK.
Perfect.
Now Sandoval's dot com has automatically created the following e mail service address.
So this is the e mail so this long e-mail service address.
This is the one that Salesforce has created for us and this will be activated only after we verify that
e mail the autos are generated e mail that is sent to this particular my lady.
So which other e-mail do you have given here.
Log into that e-mail.
And then you would have got a verification email.
So click on that verify button.
This is the system generated e-mail that I got from Salesforce.
Click on the link to verify that
ok
awesome.
We have not successfully enabled our e-mail took its functionality.
So let's go back to the settings the settings us here.
So now what should the customer do.
The customer should send an email to the e-mail address that will automatically create a case.
So which is the e-mail address that the customer should send the case to Saudi.
The e-mail.
This one this e-mail said it was addressed.
So this is the address that we need to give to the customer.
And if they send an email to this email address then automatically it will create just so that you could
create a case and Salesforce but look at this e-mail address.
This is pretty long right.
And this doesn't look realistic.
You cannot give this big e-mail address to a customer to ask them to send an e-mail.
Of course you have to be practical.
So.
That is one more step that we need to do in order to a wide this.
What we can do this you can have your customer email address your email address.
So that e-mail address you need to do the settings in such a way that whatever email is sent to that
e-mail address it will be automatically forwarded to this e mail service address.
And doing so what will happen is customer will send an e-mail to this email address.
And we have set automatic forwarding to this e-mail service address.
So that will create a caisson sales force.
All right.
But now for the time being what you can do is you can use those long e-mail address.
You can send are testimony to this long e-mail address and you can see that that case is getting created.
Yes of course case will get created.
And after that you can do the settings and then set up the forwarding accordingly.
All right.
So that first testing part I leave it to you please do do yourself and know what I'm going to do is
I'm going to change the settings of my personal e-mail.
So that e-mail gets forwarded to e mail service address this is a mailer.
Does that argument given so I'm going to go to make settings and I'm going to update that but depending
upon which you are applying to your using update your settings accordingly.
So in the settings add a forwarding address here go to settings that you should be able to see this
option for a forwarding address so click on this forwarding address and you enter a new forwarding email
address and what this address should be.
This should be the long email said with address that you have.
So I have given that email so let's address that say as as gender treated for me and hate next and then
in the settings it asked me for a verification code that it send to this long email service address.
But we do not have access to this long email service address right.
So how did I pick that verification go to that verification code was sent to this address which automatically
created a case in Salesforce.
So I logged in.
I had already logged into the developer logs will go to cases there will be a new case created for today
so go to that case that will have that confirmation code and give that confirmation code.
The settings is done save the changes no for distinct purpose for testing this functionality what I
did was I sent a test email to the email address that we just configured and once you send an email
to that email address automatically a case gets created and Salesforce and which is the case.
This is the case.
This is the one that I just sent and you can see that this case has got created successfully testing
email to guest functionality.
All right the various details of the case you'll see it here and also the description is here.
This description is basically the email subject.
All right so it works perfect this is how we use email to get functionality because we cannot have multiple
channels when we are having information right.
If a customer is sending an email then how do we keep track of those emails.
So there will be multiple emails.
So when sending an email if automatically a case is created in Salesforce it will be much easier for
us to track and very efficient for us to respond to the customer as well.
We can know how many cases are raised in a particular day and we can go in what state as the cases after
a case comes to Salesforce it becomes much easier to track the case rather than having it in emails.
So that is the main use of this functionality and thus we very much use in real time email to case and
this is how we can figure out that.