[SalesForce] How to view standard field mapping and how to add custom field mapping in Email-to-Case

Rather than creating "dummy" record types, which seems like a heavy handed way to identify the different incoming Email2case types, why don't you add different case origins to the picklist, and set three of these?

If you navigate to

Customize > Cases > Fields > Case Origin

you could then add three new values to the picklist

Refund X Refund XY Refund XYZ

And then in your Email2case setup (which you seem well familiar with) set the different Case Origin fields for the three e-mail addresses. You would then go ahead with the workflow rules you outlined (so again, I assume familiarity) to detect a new case being created with a Case.Origin of "Refund X" and do a field update to set the Product__c field to what you want?

If case origin being "Email" is then important to you still, you can of course add a second field update to set that back to a traditional value?

It is basically still using your approach of seperating the sources of the Emails, but Case Origin seems like a more appropriate (it's in the name!) way of doing this.

Your requirement is achievable.

1. Create a unique Case Origin let's say TestEmailRouting and assign this origin whenever Email-to-Case is getting created for that routing address.

2. Create a Process builder process on Case object, during case creation and update Case record as follows:

   • Contact Id to BLANK

   • CaseOrigin to Email (i.e. from TestEmailRouting to Email)

with a criteria CaseOrigin equals TestEmailRouting

You can also handle this with a recordtype.

3. Create a flow which will search for correct Contact based on emailId and division and assign the Contact to the Case. Call this flow from process builder.