Salesforce Email Services
In today’s fast paced business world, email resides as a primary form of communication. It allows targeted transmission of information with just a few clicks. Many systems support processes that can send automated email messages based on a set of conditions. Salesforce not only facilitates the creation of outbound email process, it also supports inbound email handling.
Using Salesforce Email Services in the systems Setup, an inbound email process can be created to store email contents as records in Salesforce, perform action on records in Salesforce based on the content of the email, or attach email attachments to Salesforce records. Using point and click configuration, the setup allows configuration of a Salesforce email address. There are options to filter what email addresses can send email to the process and who should be notified if a failure occurs processing the email.
When creating the email service an Apex Class is selected to process the incoming email. When an email comes in, the Apex code runs and has access to all of the information in the email. The image below shows an incoming email that was sent to the generated Salesforce email address. For this example, the Apex code that processed the email grabs important information from the incoming email and stores this information in an object in Salesforce. If a unique identifier, such as an email address, is included in the email it could be used to associate the incoming email to a Contact, Account or Custom Object.
Inbound email processes using Salesforce email services can be utilized to provide a wide range of solutions based on your business’s needs. Let's take a look at a couple of use cases where an inbound email process could provide a low effort, powerful solution.
1. A business has sales representatives that get Opportunity approvals from clients by email. The approval emails sent to the sales representatives contain approval comments and an attachment with information related to their order.
When the sales representative receives the email, they can forward the email to the Salesforce email address and include the name of the opportunity in the forwarded email.
The incoming email process matches the opportunity by name, updates the approval comments field on the opportunity with the email approval comments, changes the status of the opportunity to Closed/Won, attaches an object with the email's contents to the Opportunity and attaches the email attachment to the opportunity’s notes and attachments.
2. A website outside of Salesforce captures survey information related to a client's experience. The captured information contains the location of the experience, details of the client's experience and feedback on how to improve the experience. The client has the ability to attach images or other information related to interaction.
On completion of the survey, the 3rd party system can send an email to Salesforce with all of the survey information along with any attachments the client uploads. The incoming email process matches the location and creates a custom survey record related to the location with all of the information the client submitted in the survey. The process attaches any attachments on the email to the notes and attachments section of the survey record.