0

Our customer services team has a requirement to bulk reply to cases using email templates, so they can respond to hundreds of cases at the same time. I saw that Mass Email Cases was an option in Salesforce Classic, but cases originating via email-to-case don't appear to be available using this feature.

Has anyone put a similar feature in place before? I assume it's possible with auto-replies for different queues etc but was hoping this might be something that's been achieved in a better way.

  • bulk macros can work against list view; macros can send emails – cropredy Jul 3 at 19:40
0

One item to look at would be (which we use in our org)

Macros -- these are canned steps of actions to take based on either the current case or a selected set of cases from a listview

Learn About Macros, Service Console, and Case Feed

So, if you can define a listview that locates all the cases that need a common reply; then define an email template, select the cases in the listview within Service Console, apply the macro and bingo, hundreds of emails go out in one click.

| improve this answer | |

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.