Email to Case Premium
100% native to Salesforce®
How world-class service is delivered.
Automate clunky, manual tasks
Enhance communication visibility within cases
Increase service agent productivity
Automate clunky, manual tasks
Enhance communication visibility within cases
Increase service agent productivity
Reduce your cost to serve
Improve response times and case handle times
Boost support team efficiency
Reduce your cost to serve
Improve response times and case handle times
Boost support team efficiency
Higher quality service. Lower cost.
"Email to Case Premium has reduced our cost per case from $10 to less than $4."
Enhance case communication visibility.
Showcase all events and communication on one view in the correct chronological order. Instantly switch from external communication to internal.
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Preview a file just by hovering over it, and take actions on files right from the Timeline. Eliminate time spent digging through case attachments.
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Utilize AI to capture text embedded in an image and copy it to the clipboard, saving time and reducing errors.
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Customers can view the chronology of their case in real time, as well as the file preview, within the Community Portal.
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Used by the world's leading companies.
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Reduce case handle time with pre-built and AI-generated responses grounded in Knowledge.
Canned Responses
Create a library of pre-built responses with formatting, attachments, and merge fields.
Knowledge Search
Find and insert sections of knowledge articles directly into case responses.
AI-Generated Follow-Up
Insert an AI-generated follow-up or case summary into a response based on case history and details.
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Time Closed Until New Case Creation: 5 Days
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Are you ready for AI and Agentforce?
Email to Case Premium helps you get AI-ready by improving the quality of case data your Agentforce prompts are grounded on, enabling you to deliver personalized customer experiences at scale. For more complex cases that require human intervention, Email to Case Premium helps improve the quality and speed of your support.
Forward emails to create cases on behalf of customers.
Save thousands in service costs every year.
The ROI calculator is based on the premise that when you use Email to Case Premium, you save 6 clicks per each outbound email response, at 5 seconds per click, which in turn saves an average of 30 seconds.
The specific clicks that are saved include Select Template (2), Select From Address (2) and Edit Case Fields (2). If you use Canned Responses, Knowledge or Attachments on Cases, your savings will be much greater.
Additionally, we assume that support agents work an 8 hour day and that there are 235 working days per year (255 business days per year minus 20 vacation days).
The formula includes the license cost of $22/user/mo, and the ROI output shows your net savings per year.
Get started today.
Talk with a specialist about the advantages of Email to Case Premium, and see it live in action.
Email to Case Premium Pricing
$22/user/month
$3,960 contract minimum includes 15 users
Volume discounts available
Guided Setup $2,350/org/one-time payment
FAQs
Frequently Asked Questions
Email to Case Premium reduces the number of clicks and screens involved in processing a case with out-of-the-box Email to Case from Salesforce. Email to Case Premium enhances Salesforce's native capabilities by providing advanced features like additional email threading protection, duplicate case prevention, and Email Loop Protection to prevent unnecessary case creation. It also offers a fully chronological case timeline for better communication visibility, customizable pre-built responses, and workflow automation tools that streamline repetitive tasks. These features ensure that all communication and data are organized and accessible, reducing errors and saving time.
The app improves productivity by automating manual processes, offering tools like Canned Responses and the File Viewer for faster task completion, and allowing agents to manage cases directly from their email inboxes. Features like the AI-powered Text Extractor eliminate the need to manually input information from images, while functionalities such as scheduling follow-ups, private/public comment toggles, and knowledgebase integration allow agents to work more efficiently and focus on providing better customer service.
Yes, Email to Case Premium is designed to integrate seamlessly with Salesforce, including Lightning and Experience Cloud. It enhances Salesforce’s existing features like case management and email threading while also adding new layers of protection and functionality. Additionally, it ensures that emails and case updates are synchronized across platforms, allowing agents to manage cases directly from their email inboxes or within Salesforce.
Absolutely! The app allows for extensive customization. Agents can create personalized experiences using customizable canned responses and adjust comment visibility with public/private toggles. Workflow flexibility is supported with tools like Email Distribution, enabling agents to respond from their inboxes while keeping case histories up-to-date, and Variation Presets, which allows you to tailor the app’s functionalities to specific team needs.
Email to Case Premium employs advanced email threading mechanisms to ensure all communications are associated with the correct case. Its Email Loop Protection alerts users of the creation of duplicate cases caused by auto-response loops (e.g., out-of-office replies). These safeguards maintain accurate case data and prevent disruptions caused by unnecessary or misplaced case entries.
Email to Case Premium helps you get AI-ready by improving the quality of case data your Agentforce prompts are grounded on, enabling you to deliver personalized customer experiences at scale. For more complex cases that require human intervention, Email to Case Premium helps improve the quality and speed of your support.
Agentforce is designed to tackle your simplest cases, your support agents have time to focus on more complex issues and building trust with your customers. For more complex cases that require human intervention, Email to Case Premium helps improve the quality and speed of your support.
Consolidate multiple actions into one step.
Remove duplicate efforts by automatically sending an email and creating a comment in the same action. Enjoy rich-text functionality and drag/drop email recipients.
Imbed in-line images, save drafts, format text, and schedule comments to send at a later date. Easily preview emails before sending.