Scenario:
The entire department or company is migrating to Windows 7 and Outlook 2010. But they were utilizing outlook for connect before hand. Which had the bells and whistles of creating a case, add email, and attachments to email with the pop-ups...
Now you need to test, research, and implement the new way but before you can do that you need some guidance to how to teach your self the EASY WAY...
Solution:
Step 1: Configure your Outlook 2010 for your email.
Step 2: For Create Case Functionality you must have Email to Case Settings Enabled and setup.
To do so please navigate to:
Setup | App Setup | Customize | Cases | Email-to-Case
Step 3: Click on Enable Email-to-Case Checkbox to true. If you like please take the time to enable the other options if you must for your instance. These are org-wide settings, make sure you get a consensus among your peers before you do so.
Click Save.
Step 4: Set up a Outlook Configuration in Salesforce, if you are doing this as a test then I suggest going into your Sandbox environment so it does not mess with production data.
To set up your Outlook Configuration Navigate to:
Setup | Administration Setup | Desktop Administration | Outlook Configuration
Click on New Outlook Configuration Button
Create a Name for your Configuration: I will be testing the create case Functionality so my Configuration will be "Create Case"
Click on Active Check-box
Best Practice is to place in a description of the configuration you are creating.
Under "Assign Users and Profiles" Section:
You can add individual users here or drop down Search to Profiles and select profiles.
NOTE: A profile or User can be part of one configuration. Not more then one.
Let's select the System Administrator Profile.
Under "Data Settings" Section:
Click on Add Email Check-box
Click on Create Case Check-box
Once you click on Create Case - you must configure a "Create Case Destination", So lets click on "Create a new case destination" It shall bring up a box that states it will navigate you automatically to the create case destination area where you can set this up but it will save the configuration as well. Click on Save and Continue on the pop-up box.
This will take you to Email-to-Case Routing Information page
Which is under the case section:
Setup | App Setup | Customize | Cases | Email-to-Case
Under "Routing Information"
Place in a routing Name: Create Case
Under "Email Settings"
Place in any acceptable emails that can come in thru the create case method. Leave this blank right now.
Under "Case Settings"
3 Mandatory fields are here:
Case Owner ==> this can be an individual user or a queue
Case Priority ==> High/Medium/Low
Case Origin ==> Phone/Web/Email/ Anything that you have in there.
You must fill it out before anything and then click save.
Once you click Save it will take you back to the Outlook Configuration Page where you started.
Navigate to "Data Settings"
Click on Create Case Check-box
Now click on Choose an Existing Create case Destination
Select the Destination method you just created.
Under the Sync Direction for Contacts, Task, and Events lets for now do "Don't Sync"
Click Save.
This would be it for Administrators to set up the user.
Thanks
Zishan R.
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