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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.
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For creating an internal ticket using email to case, click here "How to create an internal Salesforce support case using email to case"

 

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