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.