An Email Service must be created for incoming emails to be processed by Email to Case Premium (E2CP).

Starting in version 9.23 of Email to Case Premium, and to stay in line with Salesforce's security standards, Vicasso gives users configuring the App two options for creating the Email Service.

1) Automatically via the External Client App:

Once the External Client App is configured, the Incoming Email Routing section appears for automatic creation and configuration of the Email Service. Proceed with specifying a Context User, an Error Routing Email Address, and click Create Email Service. More detailed instructions are below.



Context User:

This User will appear as the “Created By” user for new records created by E2CP. We recommend using a dedicated API user account with a Salesforce Integration User license. It generally makes sense to select the Automated Case User defined on Setup | Feature Settings | Service | Support Settings. For more information, please refer to these articles: How to create a permission set to be used by Integration Users and Setting the Context User and Minimum Permissions

Error Routing Email Address:

If an error occurs when processing an inbound email, a copy of the original message along with the error will be sent to this email address. Setting this address also prevents the sender from being notified when email services cannot process an incoming email. We recommend specifying a Salesforce administrator’s email address here. Do not use an address that forwards to Salesforce for your Error Routing Email Address.

Click Create Email Service.

Once an Email Service is created, you will view your new email routing address.

2) Manual Email Service Creation:

If you are not creating and configuring the E2CP Connected App in your Org, you can follow these instructions on how to manually create the Email Service from Salesforce Setup. Please be aware that if the E2CP Connected App is not configured, you will not be able to generate individual forwarding addresses for each support address added to the 'Inbound Email Addresses' setting in the Inbound tab of the Setup Wizard.

Important Notes: If your organization currently uses standard Email-to-Case, and is planning to completely replace it with Email to Case Premium, you'll want to ensure emails are no longer forwarding to standard Email-to-Case routing addresses to avoid duplicate case creation/updates.

Email Services are a standard feature of Salesforce, and can also be viewed by navigating to Setup | Custom Code | Email Services. Once you've completed the steps above, you should see an Email Service titled Email to Case Premium.

No matter what option you used to create the Email Service, when you are ready to go live with Email to Case Premium, contact your IT department and ask that they forward emails from your organization's support addresses to the new routing address displayed in blue.