1. Set the Default Case Owner and Automated Case Owner for your organization.
2. Enable and configure Email-to-Case.
3. Enable and configure On-Demand Email-to-Case.
4. Configure your routing address settings to customize the way Salesforce handles your customer emails.
5. Test your email routing addresses by manually sending emails to them and verify that these emails convert to cases based on their routing address settings.
6. Add the email address that you configured to your company's support website. Customers can use this email address to submit cases to your support team.
7. Add the Email Quick Actions to the Cases page layout.
8. Optionally, create email templates agents can use when replying to email. These templates can include merge fields that display information from the original email in the reply.