Aurora: Create a new Salesforce email service

After configuring the custom Salesforce settings with the help of Khoros Community integration package, you must:

• Create a new email service
• Create a new email address under email reply handler
• Disable workflows (for upgrades only)

Important: If your community is connected to a Salesforce instance that has a namespace prefix, the Community config 'salesforce.api_namespace = <Namespace of org you are connected with>' needs to be updated. To have your namespace updated, open a Support ticket.

Create a new email service

1. In the Salesforce portal, go to Setup > Develop > Email Services.
2. Click New Email Service.
3. In the Email Service Name field, enter "Email Reply Handler.”
4. Search and attach "EmailReplyHandler" in Apex Class.
   
5. For Accept attachments, select None.
6. Click Save.

Create new email address under email reply handler

1. In the Salesforce portal, go to Setup > Develop > Email Services.
2. Click Email Reply Handler.
3. Select New Email Address.
4. For Email Address Name, enter "Default."
5. For the Email address, enter email_reply_handler.
6. Remove values from Accept Email From.
   
7. Click Save.

Disable workflows (for upgrades only)

If you have upgraded the Salesforce Connector from a version lower than v4.2, all existing workflows for sending emails to Case contacts are moved to triggers. Since it is not possible to deactivate existing workflows via upgrades, you must do so manually.

Go to Setup > Workflow rules > Mark below mentioned workflows as inactive.

• Notify customers (with access) on Case creation.
• Notify customers (with access) on Case status change.
• Notify customers (without access) on Case creation.
• Notify customers (without access) on Case status change.

If this is not done, users will receive two email alerts for each case activity relating to case creation, case status updates, and case comments.