Page 6 - How do I Manage Cases In SalesForce
P. 6
Salesforce Hot Sheet
Communication
All communication should occur inside SalesForce to avoid duplicate tickets or responses directly to the case
owner.
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1. Click the Emails -> To All link.
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2. Click the down arrow to update the From email to the shared queue email.
This step ensures that all responses from the client are tracked with the original ticket. You will receive
email notifications if you are the case owner.
3. If the Contact is not populated, re-enter the Contact Name in the To field. The name should
appear as you begin to type it.
4. Review the Additional To section and remove any unnecessary emails (such as ones that
end in “.production”)
“Email to case” email addresses that generate SalesForce tickets must be removed to prevent additional
tickets being created.
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