Email Distribution is a feature that enables support agents to "close the loop" and respond to customers via email without having to log in to Salesforce. 

Click to watch the Email Distribution Explainer video →

Email Distribution Use Case:

A support agent, Jim, has been working with a customer, Amy, all morning. Jim responds to Amy with a question, and while he awaits her answer, he leaves his desk to go to lunch. While away from his desk, Jim receives an email on his mobile device that there is new correspondence from Amy, and he needs to respond to her quickly. Jim does not have time to log in to Salesforce, and does not have his laptop with him. Thankfully, Jim's company uses Email to Case Premium (E2CP) and has Email Distribution enabled. Jim responds to Amy via email on his mobile device, which captures his response in Salesforce without exposing his personal email address, as if he were at his desk the whole time. 

Navigate to the Inbound configuration page of the setup wizard to enable and configure Email Distribution for your organization.

Email Distribution is disabled by default.

Read on for more information regarding the features, limitations, and best practices with Email Distribution.