Introduction

Grazitti’s Email to Case Advance (E2CA) equips service and support agents to manage customer cases in Salesforce effectively. The native app extends the basic ‘Email-to-Case’ and ‘Case Management’ functionalities to help companies deliver top-notch customer experiences. By improving service efficiency and speeding up case resolution, E2CA enhances customer satisfaction and contributes to better brand-customer engagement.

This document describes how to install the 'Email to Case Advance' in your Salesforce org for your support/service teams to manage customer cases effectively.

Installation Process

Prerequisite:

  1. The Email to Case should be enabled in Salesforce.

  2. Account Teams should be enabled in Salesforce.

  3. Record Type under the Case object should be created in Salesforce. Follow the below steps to achieve the same:

    1. Under Setup -> Object Manager -> Case -> Record Type. Create a Support Process followed by Creating a Record type for the Case Page layout.

Installation Steps:

Please follow the below process to install the product “E2CA” in the user’s Salesforce org.

Step 1: Search “E2C Advance” in the AppExchange and the user will be prompted to the below screen.

Step 2: Click on the above highlighted app in red.

Step 3: Click on the “Get it Now” button. The below screen will be displayed.

Step 4: Click ‘Log In’ and select ‘Salesforce'. The Salesforce instance should be linked to the Trailblazer account or else, the user will not be able to install the app from the AppExchange.

Step 5: Post linking the Salesforce account with the Trailblazer account (if needed), the user will be prompted to the AppExchange window as shown below.

Step 6: Click on 'Get it Now'. Select the desired Salesforce org and Click 'Install in Production' to specify the Salesforce environment for package installation.

Step 7: Accept the 'Terms & Conditions' and Click 'Confirm and Install’.

Step 8: Select the desired user profiles and click 'Install' to begin package installation.

Step 9: The application can take some time to install. Users are notified via email once the application is installed in the system.

Post successful installation, the package will be visible in Salesforce and the product will be visible under the App Launcher in the Salesforce org.

Verify Installation

This is how the product E2CA in Salesforce org will look post successful installation.

  1. Email to Case Configuration tab

  1. Case Page

  1. Case Comment Page

For further information, please reach out to Grazitti’s Sales team at [email protected].