How Email Distribution Compares to Workflow Rules and Email Alerts
The Email Distribution feature enables support reps and other users and contacts associated with a case to "close the loop" via email without having to log into Salesforce. The feature acts like a mailing list for each of your cases. A classic use case is to enable Case Owners or Case Team Members to respond to customers from a mobile device, while capturing the response in Salesforce and not exposing the user's personal email address. This article compares Email Distribution to Workflow Rules and Email Alerts.
Example: if your Workflow Rule/Email Alert is configured to email the Case Owner, Case Contact, and Case Team Members, and the Case Contact sends in an email, they will receive a copy of the Workflow email even though they were the initial sender.
Note: Email Distribution is a premium feature that requires an extension package to be installed to activate the feature, and premium support.
For additional information, contact your Internet Creations Account Executive, or email firstname.lastname@example.org.