Create a Case Rule that Picks Up Some Keywords From an Inbound Email

The user can make use of the Incoming Message case field when creating a case rule as long as the Email Case Capture is enabled in the account (Setup > Company > Enable Features > CRM tab > Support section). 

To set up a case rule, please see the steps below.

Solution

1. Navigate to Setup > Support > Case Rules > New 
2. Click Case Fields, click Incoming Message
3. In the Name field, enter a name for your case rule 
4. In the Criteria field, select ‘contains’, and in the Incoming Message field, enter the keywords
5. Click Save