Problem Description Email Template in Salesforce :

Salesforce customers/users receive the standard/default email every time a case is assigned to him/them. The template cannot be modified as the user will not have access to that email template.

Challenges to User/Developer :

A workaround for this is to create a brand new workflow with a custom email template.

Salesforce Solution :

Chang Case Owner Assignment Email Template in Salesforce

Approach:

Disable the default functionality and create a workflow that imitates the default functionality but with a different email template.

Technical Solution :

To disable the default email functionality,

• Go to setup -> support settings. Disable “Notify Case Owners when Case Ownership Changes”

• Now that disabling the default email is done, Go ahead and create a new email template with a new email body and subject.
• After creating the email template, create a workflow rule which sends this email alert when the case owner changes.

Advantage :

The case owner receives customized emails.

Issues :

None.

Conclusion :

There is no straightforward way of changing the email template of the “Change case owner” trigger. This is the easiest and optimal workaround.

Customize the “Case Assignment Notification” email template :

Once a case is assigned to you or to your queue and a notification should be sent out, the related person(s) receive the following email: ———————————– subject: Case transferred to you. ———————————– Case 00001946 has been assigned to you. Please click on the link below to view the record. https://<instance>.salesforce.com/<id> ———————————– That is in general pretty handy, but users complain that they want to see the subject or other properties from the case. However, I learned that it is not possible to change that system-generated template. So the obvious idea is: Being is able to alter this system template. For example, set an existing “Email Template” in the position of the system default template. This should be a very small change in SFDC software that enrolls a great new feature for user customization.

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Problem Description :

Salesforce customers/users have issues adding email to the activity tab and customizing the email to send new mail every time.

Challenges to User/Developer :

Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes. For example, you can send an automatic reply to customers to let them know someone at your company received their inquiry.

Create auto-response rules for leads captured through a Web-to-Lead form and for cases submitted through :

• Self-Service portal
• Customer Portal
• Web-to-Case form
• Email-to-Case message
• On-Demand Email-to-Case message

Create Auto-Response Rules

To create a response rule for cases, from Setup, enter Auto-Response Rules in the Quick Find box, then select Case Auto-Response Rules. On the Auto-Response Rules page:

1. Click New.
2. Enter the rule name.
3. To activate this rule, select Active.
4. Click Save.

Enable Email-to-Case and then create a custom email action

Approach : 

Enable Email-to-Case and then create a custom email action.

Technical Solution :

To enable email under activity in the case, first, enable Email-to-Case·

Select “Send email” as the action type and fill the label, Name.

To prevent auto-reply, Set blank values as the Predefined Field Values for HTML body and subject respectively.

Advantage :

Every email is treated as a new email and not a reply or a forward.

Issues :

None.

Conclusion :

This is the only way to avoid auto-reply in email for case objects in Salesforce.

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