You can send e-mails when working in a case and attach relevant documents from the case. When the e-mail is sent, an automatic link to an activity can be set for the case. For example, if an e-mail is sent to a customer stating that action will be taken regarding a problem in order to correct it, a case processor could assign an activity such as a service ticket or a follow-up call.
This function appears in the Activities
assignment
block and the Record
assignment block.
In the Case Details
, when you click Create
E-Mail
, a new page opens allowing you to send an e-mail. You
can:
Create and send a new e-mail automatically
Specify references regarding the e-mail such as the account, contact, employee responsible for handling this e-mail and an additional reference, for example, if it is a lead, an activity or an opportunity
Specify the priority (high, low, or normal) and the sensitivity (normal or private)
Upload attachments related to the case from your PC or network
Use plain text or HTML formats and format the appearance of the e-mail (HTML only)
Create and use an e-mail signature for plain text or HTML formats