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ACCOUNT SECURITY
When a case is created in Service Cloud, the system can only read the simple "from" address in the email header, this means more complicated intake paths (Form submissions utilizing 'reply-to,' or direct forwards from others) may show an incorrect parent contact as the owner for the case. In the majority of cases, this can be ignored, however, for more accurate reporting and contact association we recommend the following steps be taken to correct the parent contact:
Correcting the Parent Contact
Correcting the Parent Contact
Here we see three cases, 546 and 372 both have generic parent contacts listed in the "Contact name" column of the List view.
Let us take a look at correcting 372:
Hovering over the subject hyperlink in the list view should give us a quick description of the case, here we see the desired from value at the top of the description, depending on the intake path, you may have to open the case to find the desired from value. Copy this address.
The following steps can also be completed if you know the parent contact's name.
Hover over the contact name field, and click on the blue pencil:
A pop up box should show the current parent contact name, click the 'x' to remove this contact, and open a search bar to find the correct contact.
Paste the email address into the search address, emails will never return a direct result, however names will, if you only have a name, now is the place to enter the name.
If the name or email does not return a direct result, click on the magnifying glass to search "in contacts"
Contact Results generally returns a result, here we see Christina Eckhart with a matching email address, and can click on Christian's name to post set them as the owner.
If there are no results, or the results do not match who you believe opened the ticket, click cancel, and leave the ticket assigned to the generic email address.
After having clicked on Christian's name, they are almost the parent contact for the case record.
Click "Save" to commit the changes. you may change multiple records at once.
We've done the same for 546, and now our list view looks much cleaner!
Sending your first email on an wrongly associated case.
Sending your first email on an wrongly associated case.
Even after correcting the parent contact, the email object in the case feed is unaware of the change, it will continue to send mail as a reply to the original email it received.
Thankfully we only have to correct this on the first response, all subsequent responses will then have the correct to and from addresses.
Here we see the to field erroneously is pointing at the "donotreply@" address.
Hover over the address and click the 'x' that appears to the right of the address.
Now we can type in the correct address, and click on the associated contact, or simply press the enter/return key to add the address as the "to" recipient.
HELPFUL TIPS
HELPFUL TIPS
Always check the "from" address when replying to a case, use the dropdown to pick the most appropriate group if it has incorrectly used your personal address.
The correct parent contact is a "nice to have" but not required to send a successful email, the correct TO address is ALWAYS required.
If you consistently find all your cases are missing the correct contact, the issue is likely with salesforce's inability to handle reply-as addresses from external contact forms, reach out to technology about modifying your intake form to increase compatibility with salesforce.
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