Email to Case Advance (E2CA) has a fairly easy installation process that can be completed within minutes. Just install the E2CA app from Salesforce AppExchange by linking the Salesforce Account with the Trailblazer Account. Select your desired Salesforce Org for the package installation and accept the terms and conditions.

Emails sent to the specified service email address will automatically copy the email subject line to the case subject field in E2CA. Additionally, the email body will be copied to the case description section.

E2CA comes with a duplicate case merge option that lets you mark the duplicate cases as child cases and link them to one master or parent case. You can define the status of child cases and close them by selecting ‘Delete Duplicate’.

The Enable Record Type functionality allows the admin to add/edit/delete any number of record types. For this, click on Setup, and under the Object Manager, search for Case. Now, click on Record types under the Case Object and then click on ‘New’ to create different record types. Once you select a record type, all the preceding features on the E2CA configuration tab will work according to it.

Watchers are additional recipients added to a case to notify about all the updates. By enabling the Add Watchers on Case toggle, the admin can include watchers on the Account level and Case level. The admin can also create its own Watcher custom fields on Case and Account by mentioning the API names of the fields on the admin page.

The agent can add multiple attachments with a particular case comment page from the Attachments list. However, they need to mark the ‘Add Attachments in Comments’ checkbox as true beforehand, or else, the attachments will not be included in the comment on the comment timeline.

E2CA enables the admin to select from the following options upon receiving an email from a non-customer:

• Do not entertain the email and don’t create any case.
• Auto-close the case and notify the customer to log in/register.
• Create a case and new contact using the mentioned email ID and link it with the Account ID.
• Create a new case and new lead in Salesforce.

Email looping occurs when two servers using an autoresponder are stuck in an infinite loop of replies and counter replies. E2CA helps prevent this looping by letting the admin choose a number beyond which the transactions of emails will be blocked automatically.

To set up custom triggers, go to Setup -> Custom Settings, and click on Manage under E2CA Triggers. Here, you can add the CaseCommentTrigger, CaseTrigger, GenerateCaseTokenId, and OutgoingEmailTrigger.

The admin can choose the default channel and default type filter as well as the color of the Public and Private buttons. They can change the Private comment button text from Internal to Private. Additionally, users can choose between Public/Private commenting and Quick Comment options. They can also control features like allowing comment editing/deletion, setting the number of comments displayed on the timeline, and configuring the Open List button, and including pagination on the Comment Timeline.