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Shawn LowShawn Low 

We are using the Email-To-Case function of Sales Cloud, and I need to keep all the email communication between

the customer and our Service Rep. in the Case record. The back and forth emailing.
Is that possible?
Thank you
Best Answer chosen by Shawn Low
Steve BainesSteve Baines
That's the intended use of E2C. The email service address associated with E2C should be associated with an aliased email under your company's domain - i.e. emails sent to support@yourcompany.com should forward to the E2C service email address. You then set up Service Cloud to send out any emails pertaining to the case under your support email, which must be set up as an org-wide email address.

I can't do the documentation (https://help.salesforce.com/articleView?id=000006097&type=1) justice so it'd be worth giving it a read.

if you want more advanced functionality, there's a great app out there called Email to Case Premium. It's very affordable and offers supoerior functionality to the out of the box E2C.

All Answers

Steve BainesSteve Baines
That's the intended use of E2C. The email service address associated with E2C should be associated with an aliased email under your company's domain - i.e. emails sent to support@yourcompany.com should forward to the E2C service email address. You then set up Service Cloud to send out any emails pertaining to the case under your support email, which must be set up as an org-wide email address.

I can't do the documentation (https://help.salesforce.com/articleView?id=000006097&type=1) justice so it'd be worth giving it a read.

if you want more advanced functionality, there's a great app out there called Email to Case Premium. It's very affordable and offers supoerior functionality to the out of the box E2C.
This was selected as the best answer
Shawn LowShawn Low
Thanks Steve, I will check out that app and make sure to review the article you referenced.
Shawn LowShawn Low
Hey Steve,
I was lookling on the App Exchange and could not find Email to case Premium. Does it go by another name?
Thanks
Steve BainesSteve Baines
Here ya go Shawn...
https://www.internetcreations.com/s/apps/email-to-case-premium/overview/