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Notify Case Owners of New Emails when using Case Feed with Email To Case Premium

Summary

Your organization uses Case Feed with Email to Case Premium and would like Case Owners to be notified each time an inbound email is added to a case.

Details

You can accomplish this with workflow. To do so, you'll need to create:
  • A custom Text Area (Long) field on the Case object.
  • A Workflow Rule on the Email Message object that updates your new Text Area (Long) field each time an inbound email is added to a case.
  • An Email Template that contains your new Text Area (Long) merge field.
  • A Workflow Rule on the Case Object that sends an email alert to the Case Owner when the Text Area (Long) field is updated.



Step 1: Create a custom Text Area (Long) field on the Case Object.

1. Navigate to Setup > Customize > Cases > Fields.
2. Under "Case Custom Fields & Relationships" click New.
3. Select "Text Area (Long)" as the field type.
4. Specify a Field Label and # of Visible Lines, and click Next. For the Field Label, consider using "Latest Inbound Email" as depicted in the screenshot below.
5. Set Field Level Security for the field and click Next.
6. Add the field to the desired page layouts and click Save.

Note: This field was built specifically for workflow purposes. It may not be necessary to expose the field on any page layouts.


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Step 2: Create a Workflow Rule on the Email Message object to update the Latest Inbound Email field.

1. Navigate to Setup > Create > Workflow & Approvals > Workflow Rules.
2. Click New Rule, and select Email Message as the Object.
3. Specify a Rule Name, and select "Created" for the Evaluation Criteria. In the example below, the rule name has been set as "Set Latest Inbound Email Field with Text Body".
4. To limit the rule to only fire on inbound emails, specify "Email Message: Is Incoming equals True" within the Rule Criteria, and click Save and Next.
5. Click the "Add Workflow Action" button, and select New Field Update.
6. Provide a Name for your new field update, and select the Latest Inbound Email field. In the example screenshot below, the field update name has been set as "Update Latest Inbound Email Field".
7. Select "Use a formula to set the new value", enter "TextBody" into the formula value, and click Save.
8. Click Done and the Activate the rule.


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Step 3: Create an Email Template containing the merge field for the Latest Inbound Email field.

1. Navigate to Setup > Communication Templates > Email Templates.
2. Select the E2CP Templates folder, and click New Template.
3. Select the type of template you would like to use for your email alert.
4. Within the Email Template Information section, mark the template available for use and populate the required fields for Template Name, Subject, and so forth. In the example screenshot below, the template name has been set as "Notification of New Inbound Email".
5. Under Available Merge Fields, select Case Fields, and then select the Latest Inbound Email field.
6. Copy the Merge Field value into your email template along with other desired merge fields, format the remainder of your email template, and click Save.



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Step 4: Create a Workflow Rule that sends an email to the Case Owner with the latest email.

1. Navigate to Setup > Create > Workflow & Approvals > Workflow Rules.
2. Click New Rule, and select Case as the Object.
3. Specify a Rule Name, and select "Created, and every time it's edited" for the Evaluation Criteria. In the example screenshot below, the rule name has been set as "Notify Owner of New Email Added to Case".
4. Specify
"ISCHANGED(Latest_Inbound_Email__c)" as the Rule Criteria, and click Save and Next.
5. Click the "Add Workflow Action" button, and select New Email Alert.
6. Provide a Description, Unique Name, and select your new email template. In the example screenshot below, the email alert name has been set as "Email Alert to Case Owner Regarding Latest Inbound Email".
7. For Recipient Type, select Owner, and add the Owner into the Selected Recipients column.
8. Specify the From Address that should be used for your Email Alert.
9. Click Save, Done, and Activate the rule.


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Please note: This KB article is provided as-is and customization using Workflow is not supported. For further assistance, please contact your Salesforce administrator, Salesforce implementation partner, or your Internet Creations Account Executive to inquire about professional services.

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