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Salesforce Chatter email setup

Send emails from a case with HTML-linked articles from Salesforce Chatter.

Capture Manager for Service Cloud updates a merge file on the Salesforce Case object when an article is (un)linked.

This solution is custom-configured for each client by MindTouch Professional Services. Elements and labels may differ from what is documented.

This solution became generally available April 5, 2019 and is only implemented by request for each MindTouch site.

Prerequisites

  • Salesforce Chatter enabled

Salesforce Setup

  1. Enable email-to-case per Salesforce instructions https://help.salesforce.com/articleView?id=000239751&type=1
  2. An email action tab will become visible in a case

Usage

clipboard_e4e8dbb44fc2768863e853f00e89a1099.png

Insert Merge Field

Insert Merge Field.png
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