Case Managment

Design

As a Salesforce User
I want to send an email from a Case Feed from a shared email address 
So that I can respond to customer inquiries from a shared email address and see there responses in the Case Feed

Given I click on the Send Email button in the Case Feed
When the shared email address is selected
Then I can send an email from the shared email address

External Inputs

Email Addresses for sending emails from Salesforce to customers/clients

Summary: To send emails from a case feed and have the responses recorded and visible on the case in Salesforce a shared/common email address is required. Only one is required but multiple can be added.

Example email addresses:

• support@company-name.com
• team-xyz@company-name.com

Build

Enable email-to-case and add send email button to the Case Feed

1. Update Email-to-Case settings as below

   Setup > Feature Settings > Service > Email-to-Case

   Enable Email-to-Case: True
   Notify Case Owners: True
   Enable HTML Email: True
   Set case source to email: False
   Save Email-to-Case attachments as Salesforce files: True
   Invoke triggers on status change from New to Read: False
   Reply with new content only: False

   Send emails via external services: False
   Send emails via external services: False
   Insert thread ID in the email body: True
   Place user signatures before email threads: True

   ---

2. Add Send Email button to the Case Feed

   Setup > Object Manager > Case > Page Layouts

   The Case.SendEmail Button is only avalable after the Email-to-Case is enabled. The label is 'Email' and the Name is 'Case.SendEmail', there is a similar quick action with the same label but a differnet name 'SendEmail'.

   Add the Send Email button to the Case Feed Layout

   ---

3. Add Organization-Wide Email Addresses to be set as default

   Setup > Email > Organization-Wide Addresses > Add

   Create a new Organization-Wide Email Address to be used as ddefault such as:

   • support@company-name.com
   • team-xyz@company-name.com

   Default Organization-Wide Email Addresses: **

   ---

4. Add default from address to quick action

   Setup > Object Manager > Case > Buttons, Links, and Actions

   Click on the 'SendEmail' quick action and add a new predefiend field value
   Field Name: From
   Specific Value: select email setup in tyhe previous step

   ⚠️

   There are two simialr specific values, ensure you selct the 'From' value and not the 'From Address'

Test

Steps

1. Open a Case record
2. Add a contact to the Case that has your email address
3. Click on the Send Email button in the Case Feed
4. The shared email address should be selected by default
5. Eneter a subject and message
6. Click Send

Expected Results

1. expected reuslt 1...
2. expected reuslt 2...