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How to read encrypted office 365 emails in Salesforce Org that is using on demand email to case
We do a lot of email to case in our service org (400,000 cases a year). We have issues opening secure office 365 emails in Salesforce. Message will be something like this "You've received an encrypted message from xxxxxx@xxxxxxxxx.com
To view your message
Save and open the attachment (message.html), and follow the instructions.
Sign in using the following email address: maintenance@xxxxxxxxxxxxxxxxxxxxxxxxxxxx.na15.case.salesforce.com."
Of course we cannot login to email to case address so we request a one time pass code. When we enter the pass code, we receive a message saying we don't have authority to view the information. Sometimes we can view information by going to the mailbox that forwards the email to salesforce, other times we ask customer to send a different way. What are other companies doing to view these? Is there a Salesforce best practice?
To view your message
Save and open the attachment (message.html), and follow the instructions.
Sign in using the following email address: maintenance@xxxxxxxxxxxxxxxxxxxxxxxxxxxx.na15.case.salesforce.com."
Of course we cannot login to email to case address so we request a one time pass code. When we enter the pass code, we receive a message saying we don't have authority to view the information. Sometimes we can view information by going to the mailbox that forwards the email to salesforce, other times we ask customer to send a different way. What are other companies doing to view these? Is there a Salesforce best practice?
I am afraid that the request for viewing the encrypted emails in Email is currently not something Salesforce has.
We understand that this is important to your organization. What you can do is advise all your users to vote for the idea in our IdeaExchange Site.
Enhance "Email-to-Case" to properly process encrypted Emails
https://success.salesforce.com/ideaView?id=08730000000BpHzAAK
The IdeaExchange is a forum where you can suggest new product concepts, promote favorite enhancements, interact with product managers and other customers, and preview what we are planning to deliver.
On the IdeaExchange you can:
- Suggest new product concepts directly to salesforce.com Product Managers
- Promote ideas you want to see developed
- Discuss ideas with Product Managers and other salesforce.com customers
- See sneak previews of what salesforce.com is planning to deliver in the future
What is the IdeaExchange?
https://help.salesforce.com/articleView?id=000333882&type=1&mode=1
I hope you find the above information is helpful. If it does, please mark as Best Answer to help others too.
Thanks.