Email Management

Better Service Is Just an Email Away

Email can be an effective and efficient communication channel for busy agents. Salesforce provides email management tools to help track email messages and keep customers in the loop.

Email-to-Case

Email-to-case functionality automatically creates cases in Salesforce based on messages sent to designated email addresses. Incoming cases and messages are routed to the appropriate agent or queue, email responses are attached to the case, and follow-up messages are also automatically associated back to the original case.

Email Auto-Response

Personalized responses to customer inquiries from the Web and email can go out immediately and automatically. You can tailor responses based on the nature of the inquiry or information supplied by the customer. Responses can be triggered by business rules and can also include suggested solutions and attachments as appropriate.


Microsoft Outlook Integration

If your agents depend on Outlook for email communications, salesforce.com’s Force.com Connect for Microsoft Outlook will allow them to keep using their favored email program. With a single click, agents can ensure that important messages received in or sent from Outlook are added to Salesforce. At the same time, agents can reduce email clutter in Salesforce by logging only necessary emails.