function readOnly(count){ }
Sign Up ›
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
Learn More

Browse by Topic
ShowAll Questionssorted byDate Posted
+ Start a Discussion
Luke Higgins - RFLuke Higgins - RF 

Create custom action to update case status when related contact's email bounces

Our customer support team needs to know immediately if a contact they've email that's related to a case they're working gets a bounced back email notification.   I'd like to have the case status changed to 'Bounced Email' if this happens.  I think apex is needed but anyone have any thoughts?
Best Answer chosen by Luke Higgins - RF
GarryPGarryP
Yes you will need apex here.
How do the reps get a notification, in their outlook or gamil or anything else?
Is this notification somehow integrated with SALEsforce currently?
  1. potential solution -
  2. 1. The bounced back email should be captured in Salesforce EmailServices
  3. 2. The notification should be Autoforwarded to the Salesforce EmailService (Apex class logic)
  4. 3. Prase the text in the email
  5. 4. Get required information
  6. 5. update the case object record

Nice article for Apex Email service
https://developer.salesforce.com/page/An_Introduction_To_Email_Services_on_Force.com
 

All Answers

GarryPGarryP
Yes you will need apex here.
How do the reps get a notification, in their outlook or gamil or anything else?
Is this notification somehow integrated with SALEsforce currently?
  1. potential solution -
  2. 1. The bounced back email should be captured in Salesforce EmailServices
  3. 2. The notification should be Autoforwarded to the Salesforce EmailService (Apex class logic)
  4. 3. Prase the text in the email
  5. 4. Get required information
  6. 5. update the case object record

Nice article for Apex Email service
https://developer.salesforce.com/page/An_Introduction_To_Email_Services_on_Force.com
 
This was selected as the best answer
Luke Higgins - RFLuke Higgins - RF
Thank Girish.  I'll learn APEX later today and knock this out.  :) 
Luke Higgins - RFLuke Higgins - RF
GarryP/All, We are using email-to-case right now.  Would that change anything?