How to create a Salesforce support case on behalf of a customerusing email to case
The subject line needs to match the name of the company as it is in Salesforce EXACTLY and send to expertsupport@nice.com
- The email sender needs to enter the exact name and letter case (uppercase or lowercase) of the account into the Subject line. Example Account Name: DIGIBANK – MALAYSIA. Otherwise, the automation may not be able to find the account.
- If you have something formatted that you want to send to TCSAs (i.e. provisioning emails or anything with a table), print it to PDF and add it as an attachment to the email
- The email sender needs to follow the pre-defined format for Subject line. For example: DIGIBANK - MALAYSIA Account - <Enter Issue here> for this Site Provisioning. The automation will search for keywords before the word “Account” in the subject line.
- If there are two Accounts with the same name and both having CXone Expert as Implemented Product, the account populated on the case will be chosen randomly
- The TCSAs will have the ability to move cases around if necessary.
- Please include in the email the Salesforce ID which is in the URL when you are at the account level.
For creating an internal ticket using email to case, click here "How to create an internal Salesforce support case using email to case"