Service | Customer Service, Contact Center, Fie...

Identifying which email address was used to create a Case.

(0) Share

Report

Posted on by TedW

474

Hi,

A large number of our Contacts have 2 email addresses connected to them, at this point in time, they can use either address to create a Case.

Is there any way of using Advanced Find to identify the number of cases that were created by Email Address 1 and/or Email Address 2? Or would you recommend a different way of finding them?

Thanks as always.

Ted

All responses (3)

Answers (0)

Suggested answer

Paul_Owen 2,027 on at

Like (0)

Report

RE: Identifying which email address was used to create a Case.

Are you using Automatic Record Creation rules or similar to automatically create cases? If so you can capture the email address in a seperate field on the case form.

Regards

Paul
Jupiter Alappat 235 on at

Like (0)

Report

RE: Identifying which email address was used to create a Case.

You may probably create a view and add the Email related fields from Contact Entity and Created / Modified related fields from Case entity then Export to Excel to validate the data using Excel functions. If this is an On prem org - would have been more easier to run SQL query to get the desired outcome.

Let us know what are the ways you already tried and which gave us the nearest solution to address the problem.

Regards,

Jupiter Alappat
Lennon Soeiro on at

Like (0)

Report

RE: Identifying which email address was used to create a Case.

I tried to use the "Created By" in the Advanced Find, but I think that it is not enough to your scenario.

Are you using Online or OnPremise version ?

Regards

Lennon Soeiro