Optimizing Salesforce Case Management
For Improved Workflows and Case Resolution
Optimize Customer Support With Case Management in Salesforce Service Cloud
With case management in Service Cloud, you can automatically assign the right agent, streamline service processes, and see the full context of your cases.
The Email-to-Case functionality in Salesforce enables you to communicate with customers over email directly from the Service Console, by turning customer emails into cases.
That said, it can create duplicate cases from email threads and may not always convert forwarded emails into comprehensible cases, leading to challenges in managing customer interactions efficiently.
Email-to-Case Advance: An Advanced Case Management
Solution for Salesforce
Email-to-Case Advance (E2CA) is an innovative solution that offers a panacea to all standard Email-to-Case limitations. Being Salesforce-native & Lightning-ready, it simplifies the job of support agents with efficient processes and automation.
Email-to-Case Advance lets you enable record types, keep different teams in the loop, extend case comments for outbound and inbound emails, and more to improve customer support workflows and boost case deflection. Check it out on Salesforce AppExchange.
Greater Customizability and Flexibility
Quicker Case Resolution With Consistent Support Workflows
Access for Unlimited Users With a Single Product License
Adaptive With Both Classic and Lightning Experiences
Fast-Paced and Agile Product Development
Key Features of Email-to-Case Advance
Unlock the true potential of your customer support with Email-to-Case Advance. From simplified case histories to improved customer engagement, E2CA empowers your team with unparalleled efficiency and transformative capabilities.
Clean Case Comment Creation
from Email
Create case comments from emails and remove unnecessary threading
Add Watchers on Case
Include watchers on the account and case level to forward updates
Keep Everyone in the Loop
Manage recipients using blacklist and exclude list emails and domains
Enhanced Comments
Extend case comments for outbound and inbound emails beyond the 4K bytes limit
Notify Different Teams
Include the case and account team members in the communication loop
Personalize Case Comment Page
Customize the add case comment page with attachments, canned comments, and more
Prevent Email Looping
Prevent case creation due to email looping when using an autoresponder
Auto Attach Attachments
Simultaneously share multiple attachments and files using auto-attach
Configure Automated Article Suggestion
Suggest knowledge base articles in the acknowledgment email sent to customers
Manage Communication on Closed Cases
Decide what should happen when a customer responds to a closed case
Manage Forwarded Cases by the Internal Team
Define the criteria to handle email forwards by engineers/account manager
Handle Cases from Non-Customers
Customize the settings for cases from users who don’t have a Salesforce account
Enable Duplicate Case Merge
Define the criteria to identify and manage duplicate cases
Case Comment Timeline
Display case conversation via comments from Salesforce, email, and case history
Add Case Comment Page
Draft/preview/schedule comments, update case fields, view summaries, and more on a single page
Experience the Capabilities Of Email-to-Case Advance
Delivering Value to Customers Amid Growing Customer Expectations
Email-to-Case Advance meets growing customer expectations by seamlessly transforming emails into actionable cases. It ensures efficient issue resolution and delivers unparalleled value to enhance the customer support experience.
30%
Agent Case
Management
15%
Higher Case
Resolution
15%
High Customer
Satisfaction and Retention
A Word From Our Customer
Awesome tool with incredible support
Source: AppExchange
Trusted by Customers Across Industries
E2CA has emerged as a trusted ally for businesses looking to elevate their customer support game. Join the ranks of satisfied customers who have experienced the transformative power of E2CA across various industries.
Unlocking Enhanced Customer Support With E2CA
A Suite of Benefits
Streamlined Case
History Management
E2CA ensures that every interaction is logged and easily traceable. Support agents can effortlessly follow the case history, empowering them with a comprehensive understanding of previous interactions, resolutions, and customer preferences. This rationalized approach enables quick and informed decision-making, ultimately increasing customer satisfaction.
More Accessible Information
Accessibility is key to effective customer support. E2CA centralizes information, making it readily accessible to support teams. With a unified view of customer data, agents can swiftly retrieve the information they need, reducing resolution times and enhancing the overall efficiency of the support process.
Combining Multiple
Actions Into a Single View
E2CA simplifies complex workflows by consolidating multiple actions into a single view. Whether it’s managing case updates, customer communications, or internal notes, the platform provides a unified interface. This not only enhances the support process but also reduces the risk of oversight, ensuring that all aspects of a case are comprehensively addressed.
Improved Customer Engagement
Engaging customers effectively is a cornerstone of successful support. E2CA facilitates improved customer engagement by providing a user-friendly interface for customers to submit queries and receive updates. With automated responses and timely communication, E2CA ensures customers feel heard and valued throughout the support journey.
Consistent
Communication Between Customers & Agents
Communication is the backbone of customer support, and E2CA ensures consistency in every interaction. By centralizing communication channels, the platform eliminates silos and ensures that both customers and agents are on the same page. This consistent communication fosters trust, transparency, and a positive customer experience.
Organized Customer Interactions
E2CA brings order to the chaos of customer interactions. The platform organizes and categorizes customer inquiries, making it easy to prioritize and address urgent issues. With a structured approach to case management, support teams can operate more efficiently, leading to a higher resolution rate and increased customer satisfaction.
Experience the Future of Customer Support
Sushmita Mehta (Host)
Product Marketing Specialist Grazitti Interactive
Shashikala Tiwari
Team Lead, Salesforce Practice Grazitti Interactive
Varinder Kaur
Team Lead, Salesforce Practice Grazitti Interactive
Resources
From Our Blog
Grazitti’s Email to Case Advance for S...
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Most successful businesses have one thin...
Datasheet
Consistent Support Workflows. Simplified Case Management. Delighted Agents & Customers
Case Study
Implementing an Advanced Email to Case Solution in Salesforce for Simplified Case Management
Product Document
Go Beyond Standard Email to Case Function in Salesforce with Email to Case Advance
Case Study
Email to Case Advance, the Next-Gen Solution for Customer Service
Frequently Asked Questions
What is Email-to-Case & Web-to-Case in Salesforce?
What is Case Thread ID in Salesforce?
How does email to case work in Salesforce?
