Emails and Cases in Salesforce Lightning Experience

An in-depth look at some features and gotchas with Emails in Cases in Lightning Experience. Showing how to do a number of work-arounds to be able to email to a third party from Cases, and some other huge frustrations with Emails in Cases

[@fv17782]

Thank you for making this video. I hope you’ve made more.

[@patrickb.8485]

I'm trying to get on board with lightning but it is hard. I liked your video. One of my issues is configuring my case (and other object) layouts. It is much harder to make these changes to my satisfaction in lightning than classic. Can you recommend any good instructional videos on editing page layouts in lightning?

[@JodieMiners]

Oh yeah, that is hard. This video and my new video on emails in Cases I've touched on some layout issues. I do need to document it all but there is so much to think about, and it is so particular to your use-case.

[@judelabeh8119]

Hello Jodie, Great video! Please can you show how you set up a notification alert for email replies on cases? I urgently need this information.

[@JodieMiners]

Just create a record triggered flow on Email Message

[@anngately1289]

I am in the process of moving a business from classic to lightning using cases and email functionality. It does not appear any of the issues you encountered in 2019 have changed, it’s that same strange behavior.
Can you please confirm that you are still using this work-around or have you found a better solution? Thanks

[@JodieMiners]

Nope still using this and it still works

[@danietad3070]

Hi, can a email be sent to a group mail id? from case object

[@mariakitheritinulin1831]

Hi, is there any possibility to add a group in the to address of the emails. If you have any solution please let me know

[@couras]

Hi
I loved your video
I would like to know how you did to send email from your account / domain "testsf @ ..."
I currently receive from the Sandbox: "xxxxxxxxxxxxxxx.s-3chjrmam.cs1.bnc.sandbox.salesforce.com",
I also saw that in the subject of the case there is [ref: _xxxxxxxx_xxxxxxxxxx] which I imagine identifies the case in the case of response and update as activities linked to the case? how to do this?
How to configure history in the case? I currently only use Sales Cloud licenses.