FAQs when switching from standard Email-to-Case to Email to Case Premium

Do I have to delete my current standard Email-to-Case configuration?

No. In fact, it's recommended that all standard Email-to-Case configurations stay in tact. The only change you will need to make is to redirect inbound email forwarding through the Email to Case Premium service address.

Will all users be able to access the components of Email to Case Premium?

The functionality/components included within Email to Case Premium are specifically available to licensed users. From a service agent experience, this includes components such as the New Comment button/page and Timeline.

In general, if a group of service agents are working cases for a particular record type, it's recommended that either all are licensed to Email to Case Premium or none are licensed. A mix of licensed vs. unlicensed users working cases under the same record type is highly likely to introduce confusion.

When should I go live with Email to Case Premium?

It's recommended going live with Email to Case Premium during off-peak hours. This will all be dependent on your regular case volume.

In order to go live, you'll need to ensure:

• ​​Your Case Page Layouts have been updated with the Timeline component for viewing case communication and initiating outbound communications.
• Email forwarding on your mail server is switched to forward emails to your Email to Case Premium service address.

What are the differences between standard Email-to-Case and Email to Case Premium?

A complete list of the differences between standard Email-to-Case and Email to Case Premium can be found in the following knowledge article.