Email-to-Case in Service Cloud: setup and the templates that scale

Short summary

A practitioner's guide to Salesforce Email-to-Case that goes beyond the checkbox setup. Covers On-Demand vs deprecated On-Premise, the 25MB attachment ceiling, per-address routing configuration for different business lines, and why threading, spam strategy, and reply templates determine whether your support channel scales or clogs. Includes real-world patterns from telco and retail implementations.

• •On-Demand Email-to-Case replaced the deprecated On-Premise agent; greenfield orgs should always use On-Demand
• •Per-routing-address config (origin, queue, record type) sorts work by business line from first second a case exists
• •Plan for the 25MB attachment cap with auto-responses directing customers to portal uploads during discovery, not after launch

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