Auto-Response Rules #inSalesforce

on

This can help in automatically sending email responses to lead or case submissions based on the specific record criteria. 

Create as many response rules as you like based on any attribute of the incoming lead or case.

But you can activate only one rule for leads and one rule for cases at a time. 

Email responses can be viewed in the Activity History related list for the lead or contact and in the Email related list on cases.


Create Auto-Response Rules

  • To create a Web-to-Lead response rule : Setup, start typing Auto-Response Rules in the Quick Find box | select Lead Auto-Response Rules. 
  • To create a response rule for cases : Setup, start typing Auto-Response Rules in the Quick Find box | select Case Auto-Response Rules.

Common Steps:

  • Click New | Enter the rule name | To activate this rule, select Active | Click Save.
  • Create rule entries as per requirement | Create Response Rule Entries | Click New from the rule detail page |
  • Enter a number to specify the order this entry is processed | The rule processes entries in this order. (The rule stops processing at the first matching entry) | Salesforce sends the email using the specified email template.
  • If no auto-response rules apply, then Salesforce sends an email using the default template specified on the Web-to-Case or Web-to-Lead Settings page.

Best Practice : Always create the last rule entry with no criteria. This rule entry catches any leads or cases that the previous rule entries did not. This practice is especially important for Email-to-Case and On-Demand Email-to-Case, which don't have default templates.

  • Now, enter your rule criteria | Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.
  • Choose formula evaluates to true and enter a formula that returns a value of True or False. Salesforce triggers the rule if the formula returns True.

Example: 

AND(ISPICKVAL(Priority,"High"),TEXT(Origin) = 'Email') triggers a rule that automatically responds with the selected template when the Priority field on a case is set to High and the value of Case Origin on the case is Email.

  • Enter the name to include on the From line of the auto-response message. Enter the email address to include on the From line of the auto-response message. 

Note: This email address must be either one of your verified organization-wide email addresses or the email address in your Salesforce user profile.

This email address must be different than the routing addresses that’s used for Email-to-Case.

  • If you want, enter a reply-to address.
  • Select an email template.

Note: If you’re creating a response rule entry for Email-to-Case, select Send response to all recipients to send auto-response messages to anyone included in the To and Cc fields in the original message.

  • Save.


Visual: https://www.youtube.com/watch?v=QdiUAvdWD-o


Reference:

https://help.salesforce.com/s/articleView?id=sf.creating_auto-response_rules.htm&language=en_US

Comments

Post a Comment