You are using Email to Case Premium and need to set up mail routing into Salesforce from your Office 365 account.
By configuring your Office 365 account to forward messages to Salesforce, you can allow your client/customers to send their cases to an address within your email domain. This article will show you how to create a Contact with your Email to Case Premium service address along with a Group for your friendly incoming (support) address.
To begin you should have already configured an Email Service to use with Email to Case Premium. You can locate this address or create one by going to the Initial Setup page 1 of the Email to Case Premium Setup Wizard. It will be similar to this: firstname.lastname@example.org
Step 1. Create a Contact for your Email to Case Premium service address.
Step 2. Create a Group with for your friendly incoming (support) address, and add the Contact created in step 1 to the Group.
Adding Filters (Optional)
In certain instances, you may consider applying filters to your mail routing configuration to control which emails will be handed off to the Email to Case Premium email service. For example, some Email to Case Premium customers may want only inbound emails which are tied to existing cases to be processed, while preventing routing for new emails which are not associated with an existing case record. (This can be done by looking specifically for the presence of the Case Thread Id which starts with "[ ref:" in the Subject or Body of the email message).
To apply filters, please review the steps outlined below.
Mail server configuration may be specific to your business requirements. We recommend you consult with your IT provider or IT department when making any changes to your server configuration. Please note, this KB article is provided as-is and management of your internal email environment is not supported by Internet Creations.