Are there any documents to help with the scenario below?
Salesforce Org where there can be more than one Contact with the same email address (different Accounts)
Our org [will have] five (or more) Divisions. All divisions are sequestered from each other - Division ABC cannot see division TUV's records (and vice-versa).
I need to know the impact on Email-to-Case, when email@example.com emails the Case system, will the case system have any way to know which firstname.lastname@example.org Contact is the right now?
The different Contacts with the same email WILL have a custom field to separate them (call it "Division"). The Email-to-Case addresses WILL be "Division" specific.
- Support@ABC.com would connect to a Contact with Division=ABC if it exists
- Support@TUV.com would connect to a Contact with Division=TUV if it exists
I'm not seeing a logical way to do it via the Routing, and think possibly using the Queue assignment may be the answer.
I feel I'm close to the solution - when a Case is created... or, when a Case becomes a member of Queue "ABC", do something... seems like it would be a manual linking of the Case to the correct Contact in the correct Division. Likely either a complicated Flow, or worse, Apex.