Salesforce doesn’t flag cases by default, but it can be achieved by examining email headers with Flow and then using a field update on Case Priority. Email headers are not captured by default, and before you enable them, consider the data storage implications.

 

In Salesforce, most records consume a “flat rate” of 2KB, or in some cases 4KB of storage. The Email Message object is the only object for which the true byte count is measured against your data storage limit. The problem with capturing email headers using Email-to-Case (standard salesforce) is that it is all or nothing, and “all” consumes a ton of data storage, which can quickly put you up against your data storage limit. For more details, see the “Doing the Math” section of the related Solving the Spam Problem post.

 

The email header varies by the sending email client, but Importance is most widely used today. Microsoft has a good write-up of the variations.

Importance (High, Normal, Low)
Priority (Urgent, Normal, Non-Urgent)
X-Priority (1 = High, 3 = Medium, 5 = Low)
X-MSMail-Priority (1 = High, 3 = Medium, 5 = Low)

 

Email to Case Premium makes it easy to define which headers to capture, thereby conserving data storage and allowing Salesforce Workflow to evaluate the email headers.

1. Configure Salesforce to capture email headers. In Email to Case Premium, navigate to the Inbound Configuration page. Email-to-Case (standard) instructions can be found here.

 

 

2. Set up a Flow on the Email Message Object. Don't forget to set the filter logic to OR if you are configuring for more than one header. 

• Configure Start on Email Message Object
• Trigger Flow > When a record is Created 
• Set Entry Conditions with OR 
  • Headers CONTAINS Importance: high
  • Headers CONTAINS X-Priority: 1

 

• Add an Update Record 
• Select > Specify conditions to identify records, and set fields individually 
• Object > Case
• Filter Case Records > Id EQUALS $Record > Case ID 
• Set Field > Priority <- High (edit to your use case and what field you would like to update) 

 

Make sure to Save and Activate your Flow!