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Email to Case Premium

Email to Case Premium is a 100% native app for Salesforce that helps service leaders improve support efficiency by reducing clicks, screens, and tasks. It’s like giving a virtual assistant to every agent.

  • Automate clunky, manual tasks
  • Enhance communication visibility within cases
  • Reduce your cost to serve
  • Boost support team efficiency
  • Increase service agent productivity
  • Improve response times and case handle times

Perform Multiple Actions in Fewer Steps

Eliminate clicks, screens, and low-value tasks involved with processing cases across the entire case lifecycle.

View All Case Interactions At a Glance

Stop sifting through email records and hunting for customer information. Quickly see all updates in a single chronological timeline.

Save Time & Close Cases Faster

Packed with too many features to list here, Email to Case Premium extensively enhances Service Cloud. It’s like giving every agent their own virtual assistant.

Install it:

  • Visit the AppExchange.
  • Install for Specific Profiles.
  • Select Full Access for all profiles.
  • Click Install.
Salesforce AppExchange tile for Email to Case Premium from Vicasso

Configure it:

Timeline:

Timeline is a Lightning Component that replaces the standard Case Comment related list. It provides agents improvements to the user experience, increasing overall efficiency and promoting adoption.

Requirements:
Must be in Lightning Experience. MyDomain must be deployed. Must be on Version 6 or newer of Email to Case Premium.
  • Within Lightning Experience, navigate to the top right corner of your page and click the Setup gear.
  • Using the Quick Find in the top left corner, navigate to Platform Tools | User Interface | Lightning App Builder.
  • Search for "Case Flags" in the left sidebar, under Lightning Components.
      a. If you do not have an existing one, click New and select Record Page.
      b. Next, provide a label such as "Cases" and select the Case object.
      c. Lastly, select a Page Template and click Finish.
  • From the Lightning Components column on the left-hand side, scroll down to "Custom" and locate the "Timeline" component.
  • Drag & drop this component to the desired area on your page layout.
  • Set desired preferences for buttons and filters on the right-hand side of your screen, and click Save.
      a. It is recommended that the Timeline component be placed within a "Tabs" component as depicted below.
Screenshot of Vicasso's Email to Case Premium app for configuration steps.
Screenshot of Vicasso's Email to Case Premium app for configuration steps.

Pitch it:

  • Problem: For a support agent, each case requires multiple tasks to solve: reviewing case history, composing emails with added attachments, and updating case information.Out-of-the-box case management requires multiple steps and separate windows, wasting time before agents even start working the support case.
  • Solution: Email to Case Premium helps agents increase productivity and response times by viewing critical information in a single view, and simplifying communication between departments and customers. It intelligently analyzes and extracts essential information from emails, setting your support team up for success.
Screenshot of the Timeline in the Email to Case Premium app by Vicasso for Salesforce.

Demo it:

Make sure your trial experience is great. Let us help.

Contact Partner Sales

Ketly Dorelus
Partner Alliance Manager

Contact Technical Support