and gotten an email immediately

confirming they've received your request?

That is usually an autoresponder.

Autoresponders are great for notifying customers

that you've received their service request,

and they're great for setting expectations

about how quickly you'll be able to respond.

To create an autoresponse rule for cases,

we just need to go through a few steps.

First, I'm going to navigate to Setup in the upper right.

Then I'm going to go down to Build and Customize.

I'm going to find Cases,

and

Case Auto-Response Rules right here.

Now, to create a new rule,

I just have to select New,

and I need a rule name.

You'll also see there's an Active window here,

I'm not going to select that yet until I create the rule.

So, let's say for example,

I'd like to create an auto response rule

so that when someone emails our service department,

they get an automatic response

confirming that we received their request.

So I'm going to call it Email Confirmation Rule,

hit save.

And then I need to create the rules

around this specific title.

So, I'm going to select New under this,

and for Sort Order, I'm going to select 1

because it's the first thing that I want to happen.

And then I'm going to select anything from this scenario,

so you can create criteria based on any of these items.

But I'm going to select the Case Origin equals email,

because we want to respond to people

who've sent in an email request.

And right here,

you need to include the name and email address

where this email is going to come from.

It's going to be sent out directly from Service Cloud,

but you still need to indicate

what email address you want used.

So, I'm going to say Support.

And then the email address needs to be an email

that is already part of the Service Cloud system.

It can not be an email that's never been used,

it needs to be associated with your Service Cloud account.

And then you're going to select an email template to use,

so you can use this magnifying glass here

and look at all of the emails

that you already have created in Email Templates.

If you have not yet created one that's appropriate for this,

then you can create a new one,

and come back and select it here.

I'm going to select this one,

and I'm going to hit Save.

Now remember, this is not active yet.

So to activate this rule, I need to hit Edit,

and Active.

And click the Save button.

This email confirmation rule is now active.

And that is an overview

of creating auto response rules in cases.

You can create multiple autoresponders

for different scenarios pretty easily in Service Cloud.

(upbeat music)