Paradigm Shift to Handle Email-to-Case Attachments

Salesforce offers two different methods to handle email-to-case attachments, both of which have drawbacks. What if there is a third option that overcomes these drawbacks?

You can use Email-to-Case to automatically turn customer emails into cases, so your agents can quickly track and resolve their issues. There are two out-of-the-box versions of Email-to-Case in Salesforce:

  • On-Demand Email-to-Case, which uses Salesforce Apex email services
  • Server-based Email-to-Case, which uses an agent on your machine

 

What happens when customers add attachment(s) to their case email? On-demand struggles to handle emails with attachments larger than 25 MB while server-based email-to-case struggles to handle attachments in the cloud, requiring users to access to the local server.

Hence, we developed S-Drive Email Agent to bring enterprises the best of both worlds. Enterprises using S-Drive Email Agent can benefit from handling larger attachments without needing to worry about keeping a storage server locally. Here is a quick comparison:

DETAILS ON-DEMAND EMAIL-TO-CASE SERVER-BASED EMAIL-TO-CASE S-DRIVE EMAIL-TO-CASE
Set up: Requires you to set up Salesforce Apex email services to turn emails into cases Requires you to download and install the Email-to-Case Agent on your local machine to turn emails into cases and store attacments in your local server Requires you to download and install S-Drive’s Email-to-Case Agent to turn emails into cases
———————————————– ———————— ———————— ————————
Email size limit, including header, message, and attachments: Under 25 MB and attachments stored in the cloud, no access required to your local server Over 25 MB BUT attachments stored in your local server, users need access to your local server to access attachments Over 25 MB and attachments stored in the cloud, no access required to your local server

 

In order to try this new Email Agent out, you can schedule a meeting with the S-Drive team to get free consulting on how you can implement it for your organization.

About the Author

burak

Burak Fenercioglu is the Senior Manager for Salesforce Practice at CyanGate. He is an avid reader and loves creating content on technology trends. You can read his personal articles here on LinkedIn.