Email To Case

Presentation

First-rate customer service hinges on the timely delivery of accurate and personalized messages.

In this article, I will walk you through how easy it is for support agents to provide premium customer service based on relevant data coming directly from Salesforce.

See our Salesforce-based email -to-case solution in action below!

Why use Documill to Manage Case Correspondence?

Standardize personalized responses with email templates 

Email templates within Salesforce are the obvious starting point for customer correspondence. Template adjustments can be easily done for different brands and countries in one place. With Documill, the support agent can use the integrated email editor to effortlessly generate a message. 

Tailor the response with snippets from a pre-approved knowledge base library 

During the email creation process, an automatically filtered, pre-approved, knowledge-base library provides canned snippets that help create more relevant responses. This library is filtered based on the case language and brand to make finding the right snippets a breeze. The customer service representative, when composing a response within the email editor, can simply use the search within the clause panel and easily insert a quick text snippet into the editable area by dragging and– dropping.  

Efficiently and automatically request approvals 

Once the support agent has created and edited the email, it can be sent to a supervisor for approval via Documill. The system automatically identifies, assigns, and notifies the predefined approval group for efficient processing. 

The assigned supervisor then receives a notification regarding the approval request and, if relevant, a Chatter message notification. By simply clicking on the provided link, they can access the right email for review. The supervisor is then able to make adjustments if needed and give approval.  

Following the approval, the support agent receives a notification that the email has been approved. Highlighted changes can be reviewed, providing the support agent an opportunity to learn and improve.

Achieve a delightful customer experience that’s consistent regardless of the agent 

The customer receives a well-formatted email response, complete with the appropriate branding, directly to their email. If the customer has any further questions, they can reply to the email, and their response will be visible to the automotive support agent within the Salesforce Service Console’s Case feed. Finally, any additional messages can be effortlessly generated using Documill directly in Salesforce. 

As a result, support agents can quickly provide personalized and accurate correspondence to customers while complying with the company’s branding, guidelines and quality standards. Seamless communication and collaboration between support agents, brand-specific approval groups, and customers in the automotive industry will elevate the overall customer experience. 

How to build a simple Case correspondence process

The template for case correspondence has a custom-built workflow that differs from other standard templates available via the template builder. For use cases where approvals are not needed, Blank is suitable. Please reach out to support@documill.com to receive a custom template where approvals are configurable.

A sample process that is commonly used by our case correspondence customers can be seen below:

• Master template: Blank or custom template retrieved by contacting support@documill.com

• License type: Standard​

• Use case: A case agent generates a case correspondence email. They preview the email and make a few edits, then assign it for approval by their managers. Once a manager has approved the document and made further edits if required, the document is assigned back to the agent who can then send it to the customer with the click of a button. Tip: template logic can be set up so that approvals are only sought for cases exceeding a certain threshold or risk level.

How Is It Different from Salesforce Emailing?

Dynamo's claim management solution complements Salesforce's email platform, adding advanced capabilities for a more powerful and personalized email sending experience on Salesforce​