Using "Person Accounts", I'm discovering that cases created via Email-To-Case are not being auto-associated with the PersonAccount that shares the PersonEmail field. This Knowledge Base article mentions this exact flow - but only talks about Contact's?

Is it possible to declaratively associate cases created via Email-To-Case with a Person Account on the PersonEmail field? Or another email field for that matter (comment here does not make it appear so)?

The goal is to get Case Auto Response rules working, but again, I am seeing this is not possible (obviously unless the Case is associated to a Contact or Account record), which happens OOTB if Contact.Email matches (and I'm not sure what field on Account??)

I can most likely replace the Case Auto Response with a Workflow Rule,

  • Unless absolutely necessary, or if it already exists in an org with existing customizations, try to avoid using Person Accounts. I've been in dozens of orgs and have never seen a good implementation of PAs, nor have I seen justification to use it :-/ – Brian Miller Apr 22 '19 at 18:22
  • The last line of the KB you link states: If the sender 'from' email address is related to unique Person Account record of the same email address, the association to the Case will occur. Are you certain that you have been testing with a From address that matches exactly one Contact, either a PA or associated with a Business Account? An org I worked in used email-to-case extensively with PAs and this standard functionality worked as advertised. I don't fully agree with Brian's statement re: PAs. They absolutely have their place. – Thomas Taylor Apr 22 '19 at 18:36
  • @BrianMiller - yes PA is a requirement outside of the scope of my interaction. @Thomas Taylor, I will recheck, but I am confident that I set the PersonEmail (Email is not a field on Account, even with Person Account active) field to match my test From: address. – jordan.baucke Apr 22 '19 at 19:00
  • @ThomasTaylor I've look and actually realized that my org (sandbox) is appending a string to the end of the email .test which would explain the issue I'm seeing need to see if this is default or workflow rule, or something else – jordan.baucke Apr 22 '19 at 19:26

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