Email to Case Premium offers the flexibility to have multiple preferences for specific settings, based on factors such as the inbound email address used on case correspondence and other case criteria. Create Variation Presets to help segment different use cases for Email to Case Premium. For example, if you’re using Email to Case Premium for both internal and external support, have multiple support teams, or are supporting multiple product lines.

To create a new Variation Preset, click on the Create New Variation button.

Variation Presets can be created for New Cases or Existing Cases.

When new cases are created via email, Email to Case Premium attempts to match the incoming email address to an existing Variation Preset. If a match is found, Email to Case Premium respects all settings preferences associated with the matching Variation Preset. 

Updates to existing cases made by Email to Case Premium can be based on the inbound email address used, or more specific case criteria, such as Record Type, Priority, and Status.

Email to Case Premium evaluates Variation Presets according to their sort order until an entry is met.

A Variation Preset can be marked as active or inactive, edited, and deleted. Note: in order for a Variation Preset to be deleted, it has to be marked inactive first.

When Variation Presets are created, a new tab called Setting Variations is presented in the Setup Wizard. In this tab, you will see a list of the Variation Presets and all of the settings that are enabled for them, separated by the tab they fall in under the Setup Wizard (Inbound, New Comment Page, Timeline). Use this tab to easily see what settings are enabled for each Variation Preset and to easily navigate to them by clicking on the setting name.

Variation Presets can be applied to specific settings throughout the setup experience. Below is a list of the supported settings:

• Use Active Assignment Rules
• Use Active Auto-response Rules
• Trigger User Emails
• Email Loop Protection
• Time Closed Until New Case Creation
• Add Comment from Initial Email
• Auto Add Case Team Members
• Enable Auto Add New Contact*
• Enable Auto Add New Lead*
• Enable Forward to Case
• Enable Email Distribution
• Select Case Fields on New Comment Page
• Automatically Enable Recipients
• Enable Additional To
• Enable Additional CC
• Enable Additional BCC
• Enable Case Teams
• Default Email Template
• Tracked Fields Shown in Timeline
• Show Message Recipients at the Top of Comments from Outbound Emails
• Display Warning for Public Comments

*Note: Vicasso recommends that for settings such as Enable Auto-Add New Contacts and Auto-Add New Leads, you enable the main setting in the Org as default, and add Variation Presets for the scenarios where you would like to have the setting disabled. So if most teams in your Org will use the feature, have it enabled by default, and for the few exceptions that won't use the feature, add Variation Presets to have the settings set to Off.