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How Email Distribution Compares to Workflow Rules and Email Alerts

Summary

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.

Details

  • Email Distribution is able to send out attachments that are received on inbound emails, and that is impossible with Workflow - even with a Visualforce email template.
  • Workflow cannot dynamically select the recipients it emails based on the recipients included in an inbound email. Workflow will "scatter shoot" all recipients.
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.
  • [For non-Case Feed users only] Email Distribution can safely facilitate private internal conversations via email by ensuring that private correspondence is sent only to authorized domain names.
  • Organization-wide addresses and email templates are selected automatically with Email Distribution. Numerous Workflow Rules and Email Alerts could be needed to set up all of an organization's combinations.
  • Email Distribution has email loop protection built-in.
For more information on the features, limitations and best practices for Email Distribution, refer to the official E2CP Documentation.

For additional information, contact your Internet Creations Account Executive, or email e2cp@internetcreations.com.
 

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