Share and Preview Files By Automatically Saving Email-to-Case Attachments as Salesforce Files

Attachments to newly received Email-to-Case messages are automatically converted into Salesforce Files. This conversion lets agents conveniently preview without downloading the attachment to their computer. Salesforce Files are searchable and shareable across Salesforce, so agents don’t have to navigate to a record’s related list to find the file.

Where: This change applies to Salesforce Classic and Lightning Experience in Professional, Essentials, Enterprise, Performance, Unlimited, and Developer editions.

How: Orgs created after Spring ‘18 that enable Email-to-Case or On-Demand Email-to-Case automatically have this feature enabled. To enable this feature in an existing org, from Setup, in the Quick Find box, enter Email-to-Case, and select Email-to-Case. Click Edit, and enable Save Email-to-Case Attachments as Salesforce Files. Click Save.

Note

Note

If anything fails when saving an Email-to-Case attachment as a Salesforce File, the org admin is sent an email notification.