Q:

Email to case functionality based on incoming customer's template email?

I'm very new to Salesforce. Our requirement is to create cases directly from email (Email to case). Each of our customer has their own service request template/form. These email templates/forms will be be filled out internally by the customer explaining their service issues and then send an email to our organization for the case to be created. We have around 25 different case request templates. Once an email is sent, we are supposed to scan/examine the incoming customer email body/ email template and take out the key information and create cases. How do I automate this process? All cases will be created in the same case record type. What are my options? I would really appreciate if someone can guide me with this tricky requirement. We don't want the email body to be dumped in to the case description. I've researched online but was unable to find any solution or suggestion for my requirement. 

A:

Once an email is sent, we are supposed to scan/examine the incoming customer email body/ email template and take out the key information and create cases.

Based on what you need here is going to be very complicated. You can definitely automate the process of Email-to-Case, but looking through the body of the email and creating respective record types will require you to parse the body of the email and accordingly identify the values that you expect. And this cannot be fool-proof because there can be typo, the value may not be available, etc. etc. and that you end up with a complex parsing logic here.
One of the ways here can be to "ensure" that the "Subject" of the incoming email is classified with some information which you can utilize to create certain record types. E.g., say you have a subject as "Template 1: Request to create case", you can easily get this information from the Subject field of the inbound email message, thus creating the case of a specific type.
But again, this assumes that the incoming email message follows a pattern. But at least this is better than scanning the whole body of the email and performing operations. I do not know of any option where you can parse the email body without much of complexities.
In general, I will not recommend to go through a route which is not certain and that you end up having issues.

