I have been testing the Community-to-case feature in the CC Salesforce integration as a potential workflow for routing community questions internally, and I discovered that after the case is created, the integration does not fill in the customer contact & account from Salesforce even if the community user is linked to a contact. I verified with support that this is “working as designed.”
I get that there may be instances when the wrong contact is matched, but the amount of extra work required to manually add the contact after the fact makes this feature far less useful.
Please consider at least adding an option to the integration settings to let customers decide whether or not they want to associate the contact to the case.