A customer emails a support request with a contract, a photo of a faulty part or an invoice attached. Salesforce Email-to-Case turns that email into a case, and the attachment lands on the record. So far, so good. But what happens when someone needs to edit that file, or when hundreds of attachments start filling up your Salesforce storage? In this blog, we’ll look at a smarter way to handle Email-to-Case attachments.
Email-to-Case: a strong start for your service team
With Salesforce Email-to-Case, incoming emails automatically create a new case or are added to an existing one. Your agents see the customer’s full history in one place and can pick up the question straight away. Whether it’s a maintenance request, a software issue or a question about an invoice, nothing gets lost in a shared inbox.
Where attachments become a problem
Support emails often come with documents, spreadsheets or images. They are saved with the case, but working on them is less convenient. To edit a file, an agent downloads it, opens it in Word or Excel, saves it and uploads it again. Before long, there are several versions: one on the case, one on someone’s laptop and one in SharePoint. On top of that, every attachment takes up Salesforce file storage.
Store Email-to-Case attachments in SharePoint automatically
File 365 supports Email-to-Case. When an email arrives, its attachments are linked to the case record and stored automatically in SharePoint, in the folder structure your administrator has set up. Inline images, such as company logos in email signatures, are left out, so your folders only contain the files that matter. If you like, Salesforce Files and SharePoint can also be kept in sync. Read more about Email-to-Case with SharePoint integration.
Edit with one click, reply with the latest version
Because the files live in SharePoint, your agents open them from the case in the right Microsoft 365 application with one click. Changes are saved straight back, and SharePoint’s version history keeps track of who changed what. Need to send the updated document to the customer? Email it from Salesforce with the edited file attached, without downloading and uploading it first.
Sensitive files stay in your own Microsoft 365
Support cases often contain sensitive information, such as contracts, financial details or personal data. With File 365, those attachments are stored in your own SharePoint environment, where your existing permissions and retention settings apply. That makes it easier to keep control of your data, for example when it comes to GDPR. Want to know how this works for other files too? Read how to automatically upload Salesforce files to SharePoint.
Interested?
Curious how Email-to-Case attachments would end up in SharePoint in your own organisation? Request a free demo now! We’d love to get to know you.