Email to Case Advance

Highlights

• 🟣Resolve Cases Faster, with Less Manual Work Eliminate duplicate case creation, spam-driven tickets, and manual case assignment. Email-to-Case Advance automates routing and case creation so agents spend time resolving, not sorting.
• 🟣 Original Email Threads Preserved Across Every Reply Where standard Email-to-Case breaks continuity across replies, E2CA keeps threading clean and organized from the first email to the last so agents and customers stay on the same conversation.
• 🟣 Multi-team Notifications, Automated Include case and account team members in the communication loop automatically, with configurable rules instead of manual forwarding.
• 🟣 Smart Attachment Management Share multiple attachments and files simultaneously with auto-attach, instead of handling them one at a time.
• 🟣 Full Mobile Support Get the complete comment timeline and publisher experience on the Salesforce mobile app, not just a stripped-down view.
• 🟣 Extract Text from Image Attachments Built-in OCR pulls text directly from images attached to case comments, turning screenshots and photos into searchable, usable case content instead of dead weight.
• 🟣 Schedule Replies on the Customer's Clock Time zone-aware comment scheduling sends drafts when they should go out, not just when an agent happens to hit send.
• 🟣 A Comment Page Built Around Your Team Personalize the Add Case Comment page with attachments, canned comments, and the fields your team actually needs. Draft, preview, schedule, and update case fields from a single screen.
• 🟣 Stop Writing the Same Reply Twice Pre-defined canned comment templates let agents drop in ready-made responses instead of typing the same answer from scratch every time, right from the Add Case Comment editor.