Email to Case for Unregistered Contacts - Storing the '@companyname.com' (Email domain) at Acc level

[Vinicius Luz1]

Hi Experts,

How are you routing (setting the assignment group on the case) for cases generated by Email from unregistered contacts in your CSM implementation?

Would storing possible '@companyname.com' email domains somewhere at the account level be a good way of solving it?

Please share your thoughts

Thanks,
Vini

[Mark Manders]

Why would you allow unregistered contacts to create any cases? 
How are you setting the account? Is that from the domain? In that case, why not register the contact at the same time? 
Next to that: how are you setting assignment groups at all? That shouldn't be based on the contact record, right? 

[Vinicius Luz1]

We will not be rejecting incoming e-mails - The unregistered user sending e-mails over to generate cases in our platform is acceptable.

That's what we are trying to solve - Based on the email domain from an unregistered contact we get the ACCOUNT based on the ACCOUNT we have assignment rule to route it to a specific ASSIGNMENT GROUP

[Mark Manders]

I would then add a 'domain' field to the account table (or probably the company table, to cover both). Make it a list field, because some companies have more than one domain.

Then use the inbound flow to get the domain from the email. 

So first, check on the email and if no contact is found, for the domain (if no domain is found, I would create an admin task to manually check on that). 
But I would also create the contact automatically when the account is found, so you have a contact on your Case and replies will be handled as such.