For those of us using Email-to-Case, occasionally there are times where an email is sent – case is created – and the submitter is…unknown. It could be a Customer contact submitting from a personal email address or potential a new employee at one of your existing customers who doesn’t exist in your Org. With that Contact being unknown, some support reps may feel that it is their job to go ahead and create a new contact for this new case. This inevitably slows your support team down & wastes valuable hours of their day trying to create & relate records in the right way.
Some of our clients have asked, “What can be done about this?”
“Can it be automated?”
A solution that our team has created is a Case trigger that auto-creates the new Contact record when a Case is created, if the source is Email-to-Case AND if the email is not identified with an existing contact. Now that the Contact can already be created automatically, Support can now dive right into the issue at hand & not feel the extra burden of trying to maintain Contact data.
Once the trigger is deployed, you can accompany it with a Process Builder to help enrich your new Contact record in many ways, such as: helping match it to an existing account through the email domain, auto-populating field values on Contact record, sending notifications to your account teams that a case has been submitted - and so much more!