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Function documentationSending E-Mails from a Case

 

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.

Features

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