Salesforce provides two features Email-to-Case and On-Demand Email-to-Case to create cases using Email to Salesforce organization. After a case is created in Salesforce, we can utilize other Service Cloud features like case assignment, and routing to agents, to manage it. This post will explain what is difference differences between On-Demand Email-to-Case and Email-to-Case.
Email to Case is a Java process that reads all the data from the emails and then maps the items to different fields in Salesforce and then inserts or updates them in the Salesforce system. Since all email is handled behind the firewall and data is entered directly into Salesforce, some people think it’s safer.
We have the flexibility to control what is extracted from the email and entered into individual Salesforce fields.
On-Demand Email-to-Case runs on the Salesforce platform so no email agent installation is required. This will work outside of the firewall.
|Java Process is required to be installed on the local system||No agent is required as it runs on the Salesforce Platform|
|Keeps email traffic inside the network’s firewall||Doesn’t keep email traffic inside the network’s firewall.|
|Accepts emails larger than 25 MB||Refuses emails larger than 25 MB (including header, message & attachment).|
|The maximum no. of emails converted to cases each day is 2500||The maximum no. of emails converted to cases each day depends on the number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000.|
|Once enabled Email-to-Case cannot be disabled.||We can turn off the on-demand service at any time.|