Incoming Email Routing

Incoming Email Routing

An Email Service must be created for incoming emails to be processed by Email to Case Premium (E2CP).
 
A. Click Create a New Email Service. If you do not see this option, skip to step B below.
 
    Note: This option requires API Access which is typically only available in Enterprise and Unlimited Editions of Salesforce.
  1. Select a Context User. This User will appear as the “Created By” user for new records created by E2CP. We recommend using a dedicated API user account if you have one. It generally makes sense to select the Automated Case User defined on Setup | Build | Customize | Cases | Support Settings. You must select a user with an full Salesforce license and an Email to Case Premium license.
  2. If you are selecting a Context User that doesn’t have the standard System Administrator profile, review this article regarding required Context User Permissions:  Setting the Context User and Minimum Permissions
  3. Set an Error Routing Email Address. If an error occurs when processing an inbound email, a copy of the original message along with the error will be sent to this email address. Setting this address also prevents the sender from being notified when email services cannot process an incoming email. We recommend specifying a Salesforce administrator’s email address here. Do not use an address that forwards to Salesforce for your Error Routing Email Address.
  4. Click “Create Email Service”
  5. Once an Email Service is created, you will view your new email routing address.
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B. If you skipped 1a above, navigate to Setup | Build | Develop | Email Services and select New Email Service.
 
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  1. Provide a common name, such as “Email to Case Premium” and select the ProcessMessage class for the Apex Class field. We recommend using the settings as pictured above. However, you may set them as you see fit for your organization’s needs.
  2. When finished, click Save and New Email Address.
  3. Email Service Address: Choose an email address name for internal use. In the example below, we suggest "e2cpremium", but you can use whatever you would like. This address will not be exposed to your customers. The "Active" box should be checked by default.
  4. Select a "Context User". This User will appear as the “Created By” user for new records created by E2CP. We recommend using a dedicated API user account if you have one. It generally makes sense to select the Automated Case User defined on Setup | Build | Customize | Cases | Support Settings. You must select a user with a full Salesforce license.
  5. Be sure to clear the “Accept Email From” field unless you want to restrict who can use Email to Case Premium. Click Save to continue.
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C. Setup Forwarding: After you click Save, you will return to the main Email Service screen and you will see the routing address assigned by Salesforce.com.
D.  For testing, you may want to have your IT department set up supporttest@yourcompany.com to forward to the newly created routing address.


When you are ready to go live with the app, have your IT department forward emails addressed to support@yourcompany.com to that routing address as well.

Note: Email to Case Premium and Email-to-Case (standard) can coexist.  Be sure to forward your emails to the Email Service address listed in Step 1 (Incoming Email Routing) on this Setup Wizard.
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