Email-to-Case & On Demand Email-to-Case

Email-to-Case & On Demand Email-to-Case

These two functionalities turn emails from your customers (identified from the contact’s email) into cases in Salesforce. They auto-populate case fields and log attachments when clients send messages to the e-mail addresses you specify.

Email-to-Case requires downloading the Email-to-Case agent. It keeps email traffic inside your network’s firewall and accept emails larger than 25 MB. You must install this agent on your local machine to allow Salesforce to process e-mails.

On Demand Email-to-Case automatically converts emails to cases, without you having to download and install an agent behind your network’s firewall. Simply Configure your email system to forward case submissions to the email services address provided to you by Salesforce.

Nota:

Once enabled Email-to-Case cannot be disabled. However, you can turn off the on-demand service at any time.

The Attachment size using On Demand Email-to-Case can be up to 10 MB. No attachment size limit is required when using Email-to-Case Agent.

—: Maximum number of emails converted to cases each day using On Demand Email-to-Case is equal to the number of user licenses in the organization multiplied by 1,000 (up to a daily maximum of 1,000,000).

While using the API or Apex, you can send individual emails to a maximum of 1,000 external e-mail addresses per day. Individual emails sent using the Salesforce application are not included in this limit. There is no limit to sending individual emails to contacts, leads, personal accounts and users in your organization, directly from account, contact, lead, opportunity , cases, campaign, or custom object pages.