This page outlines and compares the three available approaches for sending secure emails from Salesforce, highlighting their strengths, limitations, and impact on agent productivity, customer experience, and compliance.
Solution Options
Option 1: Email Relay
Option 2: Using MS Encrypted Email
Option 3: Using Secure Email
Comparison Chart
|
Feature |
Option 1: Email Relay |
Option 2: MS Encrypted Emails |
Option 3: Secure Email Product on Salesforce |
|---|---|---|---|
|
Encryption In Transit |
Yes (TLS 1.2) |
Yes (TLS 1.2, S/MIME) |
Yes (TLS 1.2 + AES encryption) |
|
Encryption At Rest |
❌ No encryption at rest |
✅ Yes, via Outlook encryption |
✅ Yes, AES encryption |
|
Customer Replies |
✅ Threaded correctly in Salesforce |
❌ Not tracked or threaded in Salesforce |
✅ Threaded in Salesforce, even on custom objects |
|
Email Origin |
PSER sends an email from Salesforce |
Email sent from MS Outlook (outside Salesforce) |
Email sent from Salesforce via Paubox |
|
Visibility in Salesforce |
✅ Emails visible and associated with case or object |
❌ Emails not stored or visible in Salesforce |
✅ Fully visible and searchable in Salesforce |
|
Customer Experience |
✅ Replies directly to agent within Salesforce |
❌ Emails may appear disjointed; replies not linked |
✅ No login needed; emails arrive as normal messages |
|
Compliance & Continuity |
✅ Maintains compliance via threading and visibility |
❌ Breaks CRM communication continuity |
✅ Maintains full compliance and transparency |
|
Agent Workflow Disruption |
❌ May require extra steps for security |
❌ Emails not integrated with CRM |
✅ Seamless, within Salesforce interface |
|
Limitations |
Email body not encrypted in inbox |
10,000 email/day limit; poor CRM integration |
None noted |
Recommendation
Secure Email Product on Salesforce is the most secure, efficient, and integrated solution. It ensures:
-
End-to-end encryption (in transit and at rest)
-
Seamless agent experience inside Salesforce
-
Full visibility, auditability, and customer reply tracking
This option is strongly recommended for teams that prioritize compliance, customer experience, and operational efficiency.